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We told them, they listened.

August 4, 2006 by Andy Brudtkuhl  - Leave A Comment

Well, Joel told them. Dell has been getting a lot of flack lately from bloggers about a wide variety of things from customer service, to their blog, website, pricing, etc.

This business about creating “greater value” is a bit of a whitewash. We all know exactly what’s going on. They’re trying to charge business customers more. That’s all there is to it. It’s Pricing 101. Camels and Rubber Duckies. Please don’t make up stories about how you’re offering us the right system. Somehow Apple and IBM/Lenovo have been happy to sell computers on the Internet to people without needing to know their “customer type.”

Joel on Software

Having a small business account with Dell, I recieve their email updates. I recently recieved the following, with the subject: “You told us, we listened – [marketing blah]“. But they are listening and that’s now obvious.

I’m not defending them though – I think they deserve it. But I will defend the fact they are doing something about it. They are getting back in touch with their customer base. They are having meaningful conversations with their clients with the goal of being a better company and partner. They are learning how to manage and leverage the edge.

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Filed Under: Business
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  • Has Dell changed it's policies in recent years? Their pricing for small businesses was almost 20% - 30% cheaper than their ordinary pricing. Is this no longer true?
  • It's not just about pricing. They're also cutting corners in QA to the point where they ship systems with 3rd parts apps that conflict with each other. They also don't have their fact checking in place for the products they sell. Fraud or Incompetence, they lie about some of the hardware/software they sell.
    For example, telling people their Inspirons have an integrated audio upgrade option to an "Integrated Sound Blaster Audigy" which is not true. The systems come with a Sigmatel 9200 Audio controller. Not a Sound Blaster Audigy. Want proof and more details? Go here..
    http://DellLied.googelpages.com
  • 1. I think they will still segment small business / home. Prices will be lower small businesses because of economies of scale as a single small business will purchase more than just their home computer. I think that is fair. Do you?

    2. Yes, their software configurations are horrible. I'd rather them not install an O/S or any of their affiliate software programs.
  • Just a note regarding the Dell Lied info.. there has not been a resolution to the problem established yet, and Dell is still selling the software upgrade as a "Sound Card" on the Dell Outlet website.

    Dell is working on a resolution to the problem for existing customers, but they're taking their sweet time to stop misinforming potential buyers.

    They've gone and done it again too with their recent sales enticement where they offer a free "notebook skin", show a bunch of available skins during the sales process, and then after the purchase is made, and the notebook received, the buyer has to log in to order the skin, and the availability is exceptionally limited, and currently limited to *only* college/university logo skins.

    Yep, absolutely no decorative skins available, that are still offered during hte sales process. *sigh* the engineers and stock holders at Dell need to take control of the people managing the sales channel, so the consumer stops getting lied to.
  • I totally agree. They need to realign marketing, sales, logistics, and operations management. They survive because of prices and brand awareness. But we've seen that model fail over and over before.

    Thanks for your excellent comments on this matter.
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