Those of us with an above average interest in computing will most likely make weird faces at you if you ask one of us our opinion on buying a Dell. It's true, we're not big fans. They use cheap components, have completely inadequate tech support (if you can even get someone who speaks passable english), and their advertisements are deceptive to say the least.
So who would make a great partner for Dell's first venture into the retail world?? None other than.... Wal-Mart!! That's right. Dell announced Thursday that it would start selling PCs via America's #1 retailer in June. Starting June 10th, Wal-Mart will start carrying 2 models of Dell's Dimension desktop computers for under $700 bundled with accessories. Dell has been selling computers for 23 years, none of which have been through retail stores. This is probably in response to losing the top spot as the world's #1 computer manufacturer to Hewlett Packard last year. Hewlett Packard has been very aggressive in its retail sales through stores like Best Buy, Circuit City, Staples, and Wal-Mart as well. And it might have something to do with HP's decent tech support and customer service. I think a lot of people have finally thrown in the towel on dealing with Dell and moved on to greener pastures. Maybe this is exactly what Dell needs to regain the top spot though. Only time can tell...
1 comment:
Hi Jordan,
Sorry to read that you are not a big fan of Dell's, however, I completely understand and hear you on the issues you raised.
I noticed you end your post with "time will tell"...and on that we agree....and I hope that you will keep that open mind and let us know as we move along, how we are doing.
Just wanted to offer you some additional information. First, on customer service: Michael Dell spoke with Fortune magazine about some of our past mistakes, changes and investment of over $150 million to start to fix things last fall.
In addition there is a 3 part interview at service untitled blog with Dick Hunter, our head of global customer service. The elink is:
http://www.serviceuntitled.com/interview-dick-hunter-vp-of-customer-experience-at-dell/2007/05/15/
We have also been discussing service issues on direct2dell.com and Ideastorm and making further changes based on what customers are telling us. Some details are at the links I have mentioned.
Suffice it to say: We seem to have turned a corner and hope to regain a leadership position, although we are not there yet, I assure you. Nevertheless, thanks for reminding us how important this is and of our need to continue to be focused.
On our entry into the retail market, at the time of the Wal Mart announcement, we also said this was part of a global consumer retail strategy to offer customers more options in terms of where or how to buy Dell. We said stay tuned for more.
Since then we announced a UK agreement, and just last week our third retail partnership was announced. Dell products will be sold in Bic Camera stores throughout Japan.
We will be offering our new XPS M1330, the world’s thinnest 13.3 inch notebook designed for performance and style. We also will sell the Inspiron 1520 Notebook, Inspiron 6400 notebook and Inspiron 530s all engineered to help customers enjoy a high definition life.
These new products, with more to come as we get into the fall, are all part of our continuing (re)focus on customers and listening to what people like you have told us.
Every time this young company has hit a curve in the road, it has learned and then changed to come on stronger and better.
I am hopeful that time will tell once again that we learned, improved and continued to bring more value to our customers...making new techhnolgies more available, as you will also see in some of the current offerings.
In the meantime, we really appreciate your feedback and frank perspective.
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