Comments on: Will the Holy Grail of marketing revive Dell?

By: Jeremy Katz Kansas City Kansas

Jeremy Katz Kansas City Kansas — Fri, 21 Dec 2007 19:13:32 +0000

My last go around with Dell was so bad that they have lost me as customer for ever. I bought a XPS desktop. The first computer failed within a month and was finally replaced after both a new motherboard and memory chips failed to fix the problem. The sent replacement died within a week. I spent what seemed like an hour a day dealing with people who could not do anything for me. I was shunted from department to department, given case numbers and numbers of people to call ( never did reach one again) and promised countless call back phone calls that never came. It was only after emailing Micheal Dell directly

( who knows there that email actually went) that I was finally able to get the third new machine. The expedited customer service was a joke with some of the conversations bordering on farce. Until their customer support improves nothing will ever get me to buy a Dell product again.

By: D, dallas, TX

D, dallas, TX — Fri, 07 Dec 2007 16:00:48 +0000

They can start by not insulting consumers with condescending adds featuring washed up actors.

By: Steve, Chicago, IL

Steve, Chicago, IL — Thu, 06 Dec 2007 22:48:19 +0000

Others here have commented on quality, service and support, and that's all part of a marketing message. You have to have it, then you have to make sure your buyers know about it.

But one thing that helps marketing tremendously over the long run is something commenters haven't hit on — design. And by design I don't mean the skin on the computer, or the box it's shipped in. Design is how something works, how you interact with it, and how it does the job you've asked it to.

Obviously this is something Steve Jobs understands. The iPod wasn't the first mp3 player on the market but they got the design right. Ditto for the iPhone.

Another example: Volkswagen turned an ordinary Golf into a compelling new Beetle. Chrysler turned an ordinary Neon into a compelling PT Cruiser. Both cars changed the skin, of course, but also changed perceptions in how you owned/drove/rode in it. And for that they charged, and got, a premium, in the same way Apple gets a premium for a MacBook.

Now look back at Dell. Is there anything about the design of a Dell computer that inspires you? In how you use it, work with it, carry it with you? Not really.

You can still survive in a market with ordinary design, but then you have to have the rest of it right — quality, service, support, etc. And since it appears Dell has problems there, it now means that there is no compelling reason for anyone to buy a Dell.

No clever new marketing plan in the world is going to fix that.

From Jon Fortt: See How to fix Dell.

By: Ed, Boston, MA

Ed, Boston, MA — Thu, 06 Dec 2007 17:18:30 +0000

Dell has been putting out crap, and they know it. My sister purchased an Inspiron laptop that would crash on a regular basis just after the warranty expired. She contacted Dell support and was advised by the call center in India that she should ship it in for a $600 motherboard replacement (which isn't much less than the original cost). I did a Google search and found that it was a design flaw causing the CPU to overheat. I bought a $10 laptop cooler and installed shareware to improve CPU fan performance. Denying a known flaw, then trying to PROFIT from it is so short sighted that the company deserves the death sentence the market has imposed. I've purchased a Compaq desktop and an HP laptop this year, without giving Dell ANY consideration. Dell can spend trillions on marketing but that wouldn't change. NEVER. I am sure I'm not alone. I

By: Lionel, Madison, WI

Lionel, Madison, WI — Thu, 06 Dec 2007 03:04:09 +0000

Ummmmmmm even though i don't care for Dell…..I hate apple….they are the leader of the emo crowd! go pray to your god Steve jobs while he sells you sh– that is over priced!

By: Thunk Different.

Thunk Different. — Thu, 06 Dec 2007 00:56:58 +0000

Remember what Michael Dell said of Apple about a decade ago?

"I'd shut it down and give the money back to the shareholders,"

ummm, check yourself, before you wreck yourself.

-Americo

http://ThunkDifferent.com

By: Stephanie, Dana Point, CA

Stephanie, Dana Point, CA — Thu, 06 Dec 2007 00:10:39 +0000

I just had a terrible incident with a brand new DEll that I had bought. The OUTSOURSE problem is out of control. Those people in the Philipines, India and El salvador can barely answer the phones let alone diagnose your problem. I had bought every warranty possible for my new dell and someone should have come to my computer to repair it but they made me send it in to repair – they lost track of it and then I finally only got action after sending a letter directly to Michael Dell's office. Once should not have to do this. US support should be available to US customers and tech support should have a better understanding of what the warranty coverage is. Long story but after a 4 page letter, I am getting attention and Dell is trying to make things better. They have agreed to send a new computer but it is not here yet so we will see. I must say – I did get a CALL from Someone in the US within 6 hours after I sent the letter to Michael Dell via e-mail. I recommend every customer do this!!!

By: Steve Wong, New York, New York

Steve Wong, New York, New York — Wed, 05 Dec 2007 22:07:57 +0000

Dell computers are terrible. Aside from their cheap looking design, they are not reliable machines. My friends owned them in law school, and this was enough for me to never buy one. No one I knew was satisfied, but since we were broke law students, people had to get one. If you can afford a better computer, don't go with Dell.

By: Walt Kania, New Providence, NJ

Walt Kania, New Providence, NJ — Wed, 05 Dec 2007 21:40:03 +0000

Maybe they should switch from 'cheap' to compelling and irresistable products, and forget the analytics.

By: Ellis, Hills, South Dakota

Ellis, Hills, South Dakota — Wed, 05 Dec 2007 21:03:58 +0000

They can improve the design of their computers, but if the quality continues to be bad and the customer support is lousy, then 45 trillion in marketing wouldn't be enough.

They might be able to market Michael Dell a little better. Right now when I hear his name I think "innovation in computer assembly" and "armtwist your suppliers into lower prices" and "act surprised when you get the quality you paid for". If Mikey has any vision that includes quality computers, innovative design, and the best customer service in the business, then I sure haven't heard of it. As the face of Dell, he comes across as a cross-eyed chubby Texan loudmouth jewboy bear. Might be considered hot by a segment of the gay community, but that's it.