improve quality across all departments.
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points posted to Service and Support by undead999
Jan 6
improve quality across all departments.
Improve system design through more real world testing before mass production.
Improve assembly of system, there have been various reports on ideastorm of fingerprints etc on NEW systems. I have also been on the receiving end in corporate environments where sloppy assembly or sloppy packing was obvious.
Improve training of your sales staff in customizing systems for customers that will meet their needs more than meeting Dell sales quotas of model x. When offering accessories offer something compatible with customers systems. Make it clear to buyer what parts are classified as accessories, the warranty for accessories and dell support for accessories, as most accessories are not covered under same terms as the system (i.e. Logitech wireless keyboard/mouse bundles are covered by logitech warranty).
Improve on the way products are bundled and ensure they are compatible. For example a recent problem for Dell was XPS420 shipping w/o integrated blue tooth or USB B.T. receiver, and shipped with a blue tooth keyboard/mouse combination, incompatible bundled components make Dell look like a second rate computer company.
> Bundling a wireless travel mouse and USB flash drive with a laptop as an option is an example of a good idea.
Improve on customer care and technical support, move more of these services to the united states, and focus on one call resolution. Well thought out scripts help brand Dell, but some companies are substituting scripts in exchange for competent staff, I generally expect my time is going to be lost as soon as i hear any customer service or support representative reading scripts beyond company branding (i.e. I apologize for any inconvenience), while its nice to acknowledge inconvenience, its better to focus on resolution which results in better customer experience (CE)
Dell should go back to its roots in offering high quality systems with top notch service/support. Competing on price will ultimately negatively impact customer experience when the customer needs technical support or customer service and has to talk with an overseas call center.
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