Dell, Inc. (NASDAQ: DELL), like any large company, gets its fair share of customer complaints. From the way its machines operate to the way certain consumer financial transactions are handled, the company has seen a spike in complaints in recent years, largely due to the subpar quality of its customer support infrastructure. This fact has been well-publicized and the company, in turn, has made efforts to improve things. At the same time, Dell is closing down customer service centers and re-organizing staff in an effort to curb costs.It appears that there are so many complaints in New York that the state attorney general has set up a website specifically to listen to and collect customer complaints related to Dell's services. Included in this mix are complaints about Dell's consumer financial services and its "bait-n-switch" approach to changing customer credit arrangements without their consent.
This is unfortunate. When the attorney general for a very large U.S. state has to create a special website to collect complaints about any company, something's amiss. What on earth could have led to such a deep problem with Dell's customer service? Only the customers know that, and pretty soon, those in New York will most likely be filling out the online complaint forms. Dell has made many moves to improve its service and listen to customers, but it will take a while to see if those moves actually work properly.
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Reader Comments (Page 1 of 1)
5-21-2008 @ 3:22PM
Serge Birbrair said...
I guess Dell is feeling the pinch of HP competition
5-21-2008 @ 7:01PM
Adam said...
I really don't understand why Dell is getting a bad rap. The latest customer satisfaction (I think it was consumer reports) put Apple at #1, Lenovo #2, Dell #3, and HP #4. If HP is now the worst... why don't they get a website from an AG?
I think there's more going on then just customer complaints.
5-22-2008 @ 1:01AM
Mike Hagstrom said...
I agree, I recently just bought a computer from Dell and received nothing but extremely good sales and customer support. I got my own sales rep and whenever I needed something fixed the customer services is open until midnight and they directly connect to my computer to fix it. It's the best customer services I have ever seen for any business.
5-22-2008 @ 11:19AM
JULIUS TILLS said...
I HAVE BEEN USING DELL COMPUTERS FOR ALMOST 20 YEARS. THEY HAVE STOOD BEHIND THEIR PRODUCTS AND HAVE HELPED SOLVE VARIOUS PROBLEMS I HAVE ENCOUNTERED. THEIR TECH SERVICE ON THE XPS LINE HAS BEEN VERY GOOD AND I RECOMMEND THEIR PRODUCTS TO MY FRIENDS.