Dell has been taking a beating lately for it’s declining customer service. It used to be that Dell had some of the best customer support in the business. I remember when Consumer Reports along with most PC related magazines ranked it near the top with Apple for years and years.
So if you’re Dell how do you go about fixing some of these problems? Well, you can start a blog and start to interact with your customers more than you have in the past. One of the main categories on the Dell blog is Customer Experience. From what I can tell the blog is updated by people who do care about their customers and are willing to listen to feedback and criticism. That they allow comments is great.
One more thing you can do is make it easy for customers to contact you when you run into problems. It’s frustrating when a company makes it easy to contact sales but makes it impossible when you need assistance. So kudos to Dell for putting a big blue button on their homepage that says, “Unresolved Issues”. This is good but it could be better. Unless you read fine print you’ll click on the button and then on “Customer Support” or “Technical Support” areas which then present you with online form to fill out. I can’t stand these forms. When I need help I want it now and don’t want to wait a day or two for a generic response.
So if I click on the big blue button how many clicks does it take before I find a phone number to call? Four clicks was the best I could do. There are so many options that it’s easy to take off in the wrong direction. It appears someone at Dell suggested a big blue button would give the appearance that we care and they ran with it. It’s better than nothing but there’s a lot of room for improvement here.
Nordquist Blog 
Hi Brett,
Thanks for your perspective on the Dell blog, http://www.direct2dell, and your suggestions for improving the big blue button. I’ll pass on the latter to our Web design team to see if we can do better.
The decline in Dell’s customer service, or more accurately our U.S. consumer segment, is actually starting to turn around thanks to an incremental $150 million investment that included hiring thousands of additional support staff, more training for existing staff, new facilities and innovative remote diagnostic tools.
We agree there is still a lot of room for improvement, but listening to people like you and 3.1 customers every day will go a long way toward getting where we and our customers want Dell to be.
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