Comments on: Do not buy a Dell? http://at-scm.com/index.php/2007/12/17/supply-chain-management/do-not-buy-a-dell/ Mon, 12 Mar 2012 21:31:45 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Chris J Abraham http://at-scm.com/index.php/2007/12/17/supply-chain-management/do-not-buy-a-dell/comment-page-1/#comment-1141 Chris J Abraham Fri, 21 Dec 2007 18:18:26 +0000 http://at-scm.com/index.php/2007/12/17/supply-chain-management/do-not-buy-a-dell/#comment-1141 JohnP@Dell I accept your apology on behalf of Dell - curiously though, I don't recall getting an apology from Dell after the snafu. Could you direct that to someone who ought to know? However, Ernesto's experience that I linked to in the above post - is not an old one, it is recent. Ernesto's description of his experience is nothing out of the ordinary and I should think that resolving it should have been rather straightforward. I recollect that Ernesto made his order through the phone (i.e. within Dell's direct to customer business model) - his unpleasant experience is in the realm of an existing (and what should be - tried and tested) business model. Then, <i>and to date setting up sales through almost 10,000 retail locations worldwide to reach customers who prefer to buy via that channel.</i> this doesn't inspire confidence. Regardless of the business model that Dell chooses to pursue, customer service will be a common denominator - and dare I say, a determinant of perceptions. I'd think that if Ernesto's experience (and mine too) are a frequent occurrence, Dell is about to make a known problem much worse. Chris JohnP@Dell
I accept your apology on behalf of Dell – curiously though, I don’t recall getting an apology from Dell after the snafu. Could you direct that to someone who ought to know?
However, Ernesto’s experience that I linked to in the above post – is not an old one, it is recent. Ernesto’s description of his experience is nothing out of the ordinary and I should think that resolving it should have been rather straightforward.
I recollect that Ernesto made his order through the phone (i.e. within Dell’s direct to customer business model) – his unpleasant experience is in the realm of an existing (and what should be – tried and tested) business model. Then,
and to date setting up sales through almost 10,000 retail locations worldwide to reach customers who prefer to buy via that channel.
this doesn’t inspire confidence.

Regardless of the business model that Dell chooses to pursue, customer service will be a common denominator – and dare I say, a determinant of perceptions. I’d think that if Ernesto’s experience (and mine too) are a frequent occurrence, Dell is about to make a known problem much worse.

Chris

]]> By: JohnP@Dell http://at-scm.com/index.php/2007/12/17/supply-chain-management/do-not-buy-a-dell/comment-page-1/#comment-1140 JohnP@Dell Tue, 18 Dec 2007 09:02:17 +0000 http://at-scm.com/index.php/2007/12/17/supply-chain-management/do-not-buy-a-dell/#comment-1140 As a Dell employee, first let me apologize for the negative experience you had with the replacement keyboard. If you have any other issues with our products, please shoot an e-mail to customer_advocate@dell.com. You'll be contacted by some of our most seasoned resolution specialists. I work on the digital media team at Dell and can say first-hand that our integration of Web 2.0 technologies like blogs are changing our corporate culture for the better. It helps us to listen and communicate with our customers much more effectively. And while we certainly aren't perfect, we have made good progress on the customer experience front by not only deploying a variety of digital media properties, but improving our service capabilities, developing the best products in our history, and to date setting up sales through almost 10,000 retail locations worldwide to reach customers who prefer to buy via that channel. I'd also like to set the record straight on the notebook battery recall. There were only a handful of Sony batteries out of 20 million or shipped by Dell that actually caught fire. We were in the process of pinpointing the problem when the photos you mentioned hit the Web. We were the first company to recall these batteries in what became an industry-wide problem for Dell, Apple, Lenovo, Acer, Toshiba and others. In fact, the national association of fire marshals (I forget the formal name) praised Dell for quickly working with the Consumer Product Safety Commission -- which also commended us for our use of blogs and vlogs to proactively communicate with our customers. As a Dell employee, first let me apologize for the negative experience you had with the replacement keyboard. If you have any other issues with our products, please shoot an e-mail to customer_advocate@dell.com. You’ll be contacted by some of our most seasoned resolution specialists.

I work on the digital media team at Dell and can say first-hand that our integration of Web 2.0 technologies like blogs are changing our corporate culture for the better. It helps us to listen and communicate with our customers much more effectively. And while we certainly aren’t perfect, we have made good progress on the customer experience front by not only deploying a variety of digital media properties, but improving our service capabilities, developing the best products in our history, and to date setting up sales through almost 10,000 retail locations worldwide to reach customers who prefer to buy via that channel.

I’d also like to set the record straight on the notebook battery recall. There were only a handful of Sony batteries out of 20 million or shipped by Dell that actually caught fire. We were in the process of pinpointing the problem when the photos you mentioned hit the Web. We were the first company to recall these batteries in what became an industry-wide problem for Dell, Apple, Lenovo, Acer, Toshiba and others. In fact, the national association of fire marshals (I forget the formal name) praised Dell for quickly working with the Consumer Product Safety Commission — which also commended us for our use of blogs and vlogs to proactively communicate with our customers.

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