You’ve probably heard of the company, Dell, which then college student Michael Dell started in his dorm room at the University of Texas at Austin years ago. He dropped out of school to continue building the company, and it’s now one of the most efficient computer manufacturers in the world. Because of its huge success, however, Dell has gotten a reputation for having lacking customer services. People are calling Dell over and over again, and they’re beating their heads against the wall. Complaints against Dell to the Better Business Bureau have tripled in the past year. And customers have even taken complaints to the state’s attorney general’s office. The company is outsourcing most of its customer service work, so the people answering questions have no connection to the company and don’t care. This company has done a fantastic job providing a great product to the public for a relatively low cost. But when the chips are down, Dell isn’t coming through. To it’s credit, Dell acknowledges the problem, and the company is working to correct the problem. They have started a new program called “Voice of the Customer,” which has several goals. They include, being courteous to customers, fixing problems faster, making it easier to talk to a human and making sure items are shipped on time. We’ll see if it happens.
