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Dell Japan

Dell, Service and Support submitted by wrieken 03/01/07

Recently I had to call my lawyers and threaten to sue Dell Japan for breach of contract on a problem with my new XPS M1710 Dell computer.

Along with this problem, I discovered that Dell Japan has NO "value added services".

I would suggest that to improve customer relations in Japan and to give "Value Added Services" Dell needs to bring in new blood with new ideas.

At this point; Dell Japan is simply a distribution point for Dell with very poor customer service and NO "value added" customer advantages in the market place.

These are the ideas of OLD people executives who are over 50 in Japan. These OLD people have no bearing in the real world.

Solution:

Fire all the top executives in Japan and all of the customer support executives and find someone in their 40's to run Dell Japan operations. Only someone in this age group in Japan would have the experience to carry out such an operation.

The other possibility would be to bring in an executive from abroad; similar to what NISSAN did to improve the market position. The reason; Japanese cannot act upon their own, because they neither have nor do they want the responsibility to make the right changes. This is the nature of the Japanese culture. Thus NISSAN brought in an outsider and went from the bottom to the top in just a few years. Dell could learn a lot from NISSAN.

For Dell, the most important thing in Japan these days is "Value Added Services" and not good, but "GREAT" customer service relationships. For now Dell Japan has neither of these and is going to fail just like Gateway did.

Many people in Japan are moving away from Intel Windows PC's and moving towards Apple's new Mac OSX. The biggest reason for this? Poor service and no Value Added products or services in the Windows market. I have purchased over 100 Dell computers in my workplace and 3 laptops personally. But now I am also considering that the next computers will be Apple for the very reason that I am writing these suggestions. For me; Dell is no longer the USER FRIENDLY company I used to know. I don't need the added stress to deal with such a company, it is easier for me to change platforms then to add the stress to deal with Dell computer company.

Dell would be wise to look at what happened to Gateway; the previous Top laptop and desktop producer in Japan in order not to repeat the failure.

William Rieken
Ph.D. Candidate
NAIST, JAPAN
rieken@is.naist.jp 1 Comment »



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