Oh Dell, wherefore art thou?

by Frank 23. September 2012 06:51

I own and run a software company that designs, build and supports enterprise content management solutions. As such I have a lot of servers and workstations and performance and reliability are of paramount importance to me.

I had been a loyal Dell customer for many years. I have bought 40 or 50 servers, hundreds of workstations and dozens of notebooks plus other assorted paraphernalia such as racks, projectors etc. Back a few years ago Dell was a great company to do business with and its website made the selection and ordering of all the equipment I needed a breeze. Its support, both sales and technical was also top notch.

Even though I still think that Dell servers and OptiPlex workstations are great quality I no longer buy anything from Dell.

The reasons are to do with lousy service and the quality of its Australian web site.

The website is no longer easy to use or bug free and it is just annoying and no longer the really helpful resource it used to be. I have tried to tell Dell this on many occasions but no one is listening.

I also hate dealing with Dell’s Indian support centres and absolutely refuse to deal with an Indian based sales representative. If Dell wants my business then it needs to start doing business in Australia with Australian resident staff.

Every time in the recent past when we have had problems with Dell equipment it has been a nightmare trying to get things resolved. Again, I have gone out of my way to document these occurrences and tell the local Dell people but no one is listening because nothing has changed. If anything, and based on my experience today trying to get service for a Dell printer, it has gotten considerably worse. I do not enjoy being bounced around Indian call centres. Why does Dell senior management think it can reduce its costs by making me waste hours or days of valuable time when all that should be required is a few minutes?

Obviously, the powers to be at the top of Dell think reducing costs by reducing the service level is good business. Let me tell you as an ex Dell customer that it is not good business. Because I am a small customer in the scheme of things Dell probably doesn’t care that I have stopped buying Dell equipment. But, I can’t be the only Dell customer that is absolutely fed up with the new model with everything outsourced to India and the annoyances of the Dell website.

My point is that Dell used to be the best hardware company in the world to deal with and that it had the most reliable equipment and the best service level. Then someone at the top had all these bright ideas about how to lower costs. In my humble opinion, that person at the top needs to be replaced with someone who understands that customer service is paramount and that as the service level drops then so too will sales.

I still love my super reliable Dell servers and OptiPlex workstations and would dearly like to deal with Dell again but I and my staff are simply no longer willing to put up with the frustration of trying to do business with Dell via Indian call centres.

Hopefully someone with clout in Dell will read this Blog and realize that Dell’s fall in sales world-wide has less to do with the global financial crisis and more to do with its cost cutting. Hopefully that person will also be concerned with the massive eroding of its customer base and want to do something about it.

Here is my free advice. Dump your useless and unbelievably annoying Indian call centres and bring support back to the local country. Stop playing around with your website and give us the previously easy to navigate, easy to use and easy to configure and order website of previous years.

I would love to start buying Dell equipment again but you have alienated me just as I am sure that you have alienated hundreds of other previously loyal Dell customers.

Dear Dell, please give me a reason to come back.

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