Why Dell and Home Depot are crumbling on clarkhoward.com

Business Week has written a story about companies that were once considered power houses and now have fallen apart. The story attributes the downfall to one thing: poor customer service. Two of the companies are Home Depot and Dell. Home Depot has lost its way because it de-emphasized customer service. By comparison, Lowe’s has kept the focus on the customer and has been doing terrific in recent years. Home Depot says it plans to change things around but Clark is skeptical. As for Dell, the story is similar. Dell has continued to outsource most of its customer service and it has hurt them. In the month of November, 3,000 Dell customers had to wait at least a half hour to talk to a human. Dell says it plans to hire a bunch more people to help with customer service. Clark has a lot of faith in this company, especially because Michael Dell is involved. Companies must keep the focus on the customer in order to remain a top-notch company.

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What others are saying

Dell
DO NOT BUY A DELL!! I have had my studio 1735 for about 1 year and have had nothing but problems. I have restored many time and even reformatted it. Had the cover replaced and new hard drive. There have been so many problems I can't start counting. I have a 4 year warrenty and have spent over 1/2 the time on the phone with support. Why can't I just get a refund? They don't do refunds. Be warned! DO NOT BUY A DELL!
By Rhonda @ 04/02/09 09:59:23 AMreport abuse
Dell Computers
I am done with Dell. I bought a XPS M1330 13 months ago. In that time I had the entire laptop replaced. The replaced laptop has had the motherboard and the hard drive replaced. Now that it is out of warrantee, Dell will only repair it if I mail it back in-not in my home. I have made over 30 calls in this one year period and have encountered only resistance and poor customer service.
By Peter @ 01/16/09 07:55:06 PMreport abuse
No care for the customer at Dell
As a loyal, 10-year customer of Dell, I never had a bad experience with them until a month ago, when I sought help for my old desktop. The tech support misdiagnosed the problem uncovered after I had purchased the two products they recommended, then they advised another product, again instead of buying a new computer. Wrong again. After way too many hours trying to resolve the computer problem, I speak with customer service for the second time about returning the remaining products, and they say that I never talked to them within the 21 days (which is the first time I learn of this return period, not on any invoices, and no one in the multiple calls told me of the deadline) they say I can't return the products, despite them knowing that I was never able to use them and should never have been sold them to begin with. They won't allow you to move up the chain of command to resolve the matter fairly and will only give you the canned phrase, "I'm sorry for the inconvenience, ma'am, but there's nothing that can be done." Dell no more for me!
By Kristine @ 09/09/08 02:17:03 PMreport abuse
Dell no-customer support
I've been trying to get Dell to fix my 7 month old desktop. I have been calling Customer Service for 2 weeks. It's a nightmare. I think they are finally getting me the part and then a few days later find out I have to begin ALL over again with the. I bought a laptop in the meantime - a Compaq - Dell no more for me!
By Mary @ 07/28/08 09:59:26 PMreport abuse
Dell
I own two Dell computers and sent a notebook back with a lot of problems. I talked with their customer service for about 2 weeks.
I love Dell but If I have anymore problems with either one of mine, I will find a nother brand.
By Bobbie Ann Dixon @ 07/06/08 09:01:25 PMreport abuse
Dell
I just got off the phone with Dell Technical Support. Although it is obvious they still outsource their customer service I was able to reach a human in less than 5 minutes. They were courteous and helpful. I'll have replacement parts in a day or so. Nice job and refreshing change from the normal no-service.
By Steve @ 05/13/08 12:24:23 AMreport abuse

Dell

DO NOT BUY A DELL!! I have had my studio 1735 for about 1 year and have had nothing but problems. I have restored many time and even reformatted it. Had the cover replaced and new hard drive. There have been so many problems I can't start counting. I have a 4 year warrenty and have spent over 1/2 the time on the phone with support. Why can't I just get a refund? They don't do refunds. Be warned! DO NOT BUY A DELL!

By Rhonda @ 04/02/09 09:59:23 AMreport abuse

Dell Computers

I am done with Dell. I bought a XPS M1330 13 months ago. In that time I had the entire laptop replaced. The replaced laptop has had the motherboard and the hard drive replaced. Now that it is out of warrantee, Dell will only repair it if I mail it back in-not in my home. I have made over 30 calls in this one year period and have encountered only resistance and poor customer service.

By Peter @ 01/16/09 07:55:06 PMreport abuse

No care for the customer at Dell

As a loyal, 10-year customer of Dell, I never had a bad experience with them until a month ago, when I sought help for my old desktop. The tech support misdiagnosed the problem uncovered after I had purchased the two products they recommended, then they advised another product, again instead of buying a new computer. Wrong again. After way too many hours trying to resolve the computer problem, I speak with customer service for the second time about returning the remaining products, and they say that I never talked to them within the 21 days (which is the first time I learn of this return period, not on any invoices, and no one in the multiple calls told me of the deadline) they say I can't return the products, despite them knowing that I was never able to use them and should never have been sold them to begin with. They won't allow you to move up the chain of command to resolve the matter fairly and will only give you the canned phrase, "I'm sorry for the inconvenience, ma'am, but there's nothing that can be done." Dell no more for me!

By Kristine @ 09/09/08 02:17:03 PMreport abuse

Dell no-customer support

I've been trying to get Dell to fix my 7 month old desktop. I have been calling Customer Service for 2 weeks. It's a nightmare. I think they are finally getting me the part and then a few days later find out I have to begin ALL over again with the. I bought a laptop in the meantime - a Compaq - Dell no more for me!

By Mary @ 07/28/08 09:59:26 PMreport abuse

I own two Dell computers and sent a notebook back with a lot of problems. I talked with their customer service for about 2 weeks.
I love Dell but If I have anymore problems with either one of mine, I will find a nother brand.

By Bobbie Ann Dixon @ 07/06/08 09:01:25 PMreport abuse

I just got off the phone with Dell Technical Support. Although it is obvious they still outsource their customer service I was able to reach a human in less than 5 minutes. They were courteous and helpful. I'll have replacement parts in a day or so. Nice job and refreshing change from the normal no-service.

By Steve @ 05/13/08 12:24:23 AMreport abuse

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Jun 09, 2006 -- Why Dell and Home Depot are crumbling

What others are saying