You can’t make this stuff up. Customer-service-challenged Dell has announced that it’s got a new high-riced XPS brand of LUXURY laptops which will be sold at higher prices, and fatter margins, than its Dimension PCs and Inspiron laptops. Prices start at $2,700 for the laptop and $1,100 for entry-priced units of three desktop models.
Dell has assigned a sales force and customer service team to handle XPS customers. Translation: pay more or stay in Dell hell with the rest of us slobs who get Dell’s lousy tech support from clueless offshore tech support.
The announcement of the new line was to be made by Michael Dell, the company’s founder and chairman, who is deaf and dumb to customer concerns and complaints.
Dell to Customers: Go to Hell, Unless You’re Rich
BL Ochman | September 29, 2005 | Permanent Link | Comments (5) | TrackBack (
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Categories: Customer Service Issues
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So, just out of curiosity, what’s your take on American Express offering a higher level of service to those who can afford to pay (and get invited to have, even), its black-styled Centurion card? Is that being short-sighted about the rest of its customer base, which surely outnumbers those who will ever get – let alone see – a Centurion?
I’m sure the company believes that it provides an excellent level of customer support to all of its clients, but has a “go the extra extra mile” philosophy for those who can (and choose to) pay more?
If that’s the case, then Toyota, Honda and Nissan must have no idea what they’re doing with the luxury brands they have.
Arguing customer support at all vs. a higher level is one thing – but coming at a company for having a higher class for those who buy higher-end products is not so out of line. We’re not talking about “no respect” vs. “all the respect” here. Dell’s problem with things that JJ has pointed out is one thing, but how is it so clueless to offer something like this?
Sure companies can offer premium products at premium prices to those who can afford it — IF they have the basics of service and product quality under control. Dell doesn’t.
It’s pretty dumb marketing for a company that is under fire for its lousy customer service to announce that it will now provide a higher level of service to people who can pay for it.
They have been totally unresponsive to criticism from bloggers and major media. This announcement just makes them look clueless
Understood – except surely this whole XPS thing has been going on a lot longer than just recently. I’ve been seeing ads for it for a lot longer than I have seen Jeff and others commenting on their poor customer service.
I’m not disagreeing with your commentary on how it makes them look, I just felt it read a bit off from my perspective. I’ve got to say that this isn’t exactly new – these kinds of things have been going forever – it’s just now there’s a place for people to vent to a lot of folks about it.
They had a ton of MSM press today, so they must be making a push for the high end market.
You guys ought to post your story at http://www.gotohelldell.com. Yes, it is a real site.