Re: Dell's Slide

Not only that, if you pay the premium for CompleteCare, you still get poor
telephone support.

Maybe if Dell reduced there operating costs by eliminating the huge waiting
times talking to India for support they could spend more on quality support
techs who can answer the questions.


"Quaoar" <quaoar@xxxxxxxxxxxxxxx> wrote in message
news:JOadncli69hai0DfRVn-3w@xxxxxxxxxxxxxx
> Bill wrote:
>> Want to know who is responsible for the slide in Dell's service? It's
>> us, the customer. Dell is driven, like any other corporation by
>> profit. How many customers really are willing to pay the difference
>> in price for better tech support? Consider that number versus those
>> who would buy Brand X if it were a couple of hundred dollars cheaper?
>>
>> If the market really wanted and paid that extra few bucks for Dell's
>> once famous support, it would still be provided.
>>
>> My take on this is, Dell sees no value and perhaps a loss in its old
>> tradition. Perhaps I'm out in left field. As long as now one else
>> offers better support and a certain segment of the market is willing
>> to chase a few extra bucks in savings we aren't going to see tech
>> support quality any where.
>
> Warranty is a contract and the issues seem to be that Dell is having some
> difficulty honoring the terms of whatever warranties are in force, for
> whatever reason Dell has. Possible reasons are low product profit margins
> coupled with any or all of deteriorating product quality, increasing
> consumer expectations of performance, high level of product returns, etc.
> Dell is also having to go the extra mile in coupons, discounts, freebies,
> and the like in order to maintain both product volume sales and total
> revenues in a market with falling product prices, intense competition, and
> falling numbers of new computer purchases.
>
> I fail to see where the customer's choice of warranty model has any impact
> on Dell's warranty service and support obligations.
>
> Q
>


.

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