August 27, 2005

dell. hell. tell.

[More Jeff Jarvis and the "Dell Hell" Saga:] The thing is, when you start turning your products into commodities, you start treating your customers like commodities.

And it's a death-spiral that's damn hard to break out of.

[Background story here.]

[ALSO:] Web 3.0. Jason Kottke spells it out. And a damn good job he does of it, too.

Posted by hugh macleod at August 27, 2005 11:42 AM | TrackBack

That reminded me to blog my own dell hell, where it appears they're now assuming all customers are lying. And this was server support, not consumer.

Posted by: Barry Dorrans at August 27, 2005 12:37 PM

With cost-cutting as the goal, instead of brilliant customer service and products, the inevitable result is that you will erode any success you have already achieved. If customer service was in reality the goal, then Dell would have done whatever was necessary to ensure that outcome.

Another side effect to this process is that you treat your own employees like commodities, too. Nobody's human, everything's a cost center.

Think of it as the cost of low prices. That few hundred dollars or pounds or euros that you saved don't seem very important in the midst of a thorny service issue.

Posted by: Michael Martine at August 27, 2005 2:54 PM

"Dell. We Don't Get It(TM)."

Posted by: Scottie at August 27, 2005 7:26 PM

"when you start turning your products into commodities, you start treating your customers like commodities."

huh? what company's product is not a commodity? isn't that the whole point of capitalism, the commodification of things to be sold?

Posted by: mm at August 28, 2005 1:33 AM

The whole point of capitalism is to to conform to its detractors' stereotypes, MM.

Posted by: hugh macleod at August 28, 2005 4:38 AM

Well, I fought them on Windows ME and finally began writing an Ode to Michael Dell. They would not give me Windows XP, denying that ME was unstable and a crappy program.
So, my computer crashed and the tech installed XP with the new Hard Drive.
Now, when I tried to download updates, they notified me that I cannot obtain them because it is not registered, that I should contact Microsoft and I guess, pay them a fee! Oh yeah, you cannot win with Dell or Microsoft, can you?
So, I am republishing all 16 poems.

Posted by: howarde at September 2, 2005 9:40 AM

Oh yes, at
(With your permission, of course, sir.)

Posted by: howarde at September 2, 2005 9:42 AM