Re: Dell's Slide

What operating costs would they eliminate? The connections are all VOIP, so
essentially free calls.


"Al" <dvst8@xxxxxxxxxxxx> wrote in message
news:C%WEe.19508$mv2.230410@xxxxxxxxxxxxxxxxxxxxxx
> 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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