Dude, did Dell finally score? - Top Stocks Blog - MSN Money
 
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Dude, did Dell finally score?

Posted Dec 27 2007, 05:37 PM by Matt Koppenheffer
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Was bringing Dell back to Dell the right answer after all?

It's been a rough few years for Dell, as competitors like HP and Apple have been chomping away at its market position and its stock is 40% off the highs it hit back late 2004. It got bad enough that early this year Michael Dell stepped back in as CEO after stepping down in 2004.

Based on the stock price at least, it'd be hard to call 2007 an extraordinary success as the stock is roughly flat for the year. Dell (Michael that is) has been active, though, and is bringing some interesting changes to the company. In the Spring the company announced that it would start selling computers at Wal-Mart, and since then it has announced that it will be entering other retailers, including Best Buy.

But what really caught my eye was a write-up by Walter Mossberg in today's Wall Street Journal (subscription required). Dell's computers have been known as a lot of things: efficient, cost effective, timely. Mossberg's description of the new Dell XPS One desktop as "an elegant, handsome, cleverly designed one-piece computer," however, is not a portrait typically associated with a Dell computer.

So it looks like Dell could be righting the ship, but will this be reflected in Dell's stock any time soon? The stock carries an unimpressive two star rating on CAPS and has more than its share of critics. Some of CAPS top players can be found among the Dell bulls, though. Carstenjansing likes the Michael Dell angle and said that the "founder [is] at the helm again, turning things around." SandyRN, who's been a Dell bull for even longer, said that Dell has a "good business model" and thinks that the stock is undervalued to boot.

So what do you think? Head over to CAPS and chime in.


(Full disclosure: I do not have a financial position in any of the companies mentioned.)

Comments

 

dell customer service sucks! learn to speak english please! we would be better off and so would dell hiring a bunch of 14 year old kids partime in the USA that are smarter and we can understand! the kids here are so computer savey its crazy! get on it Michael!

NEVER-NEVER-NEVER

Dell is the way to go, with one exception.  Off shore Tech Support sucks. Put Tech Support back where it belongs, in the USA

I defected from Dell in 2006 not only because I couldn't believe the number of hardware problems on my Inspiron laptop - keyboard and touchpad - but because customer service was absolutely appalling. I too got stuck waiting for hours - literally - for a live person. Individual CSRs were trying, but you could tell they just didn't "own" the problem. Hardware CSRs would go through their repair loop, then when that didn't fix things, you'd wait and wait for a software CSR who would...you know the rest. Bottom line: Dell has really screwed over their customers with unbelievably poor customer service. Until they provide levels of service where customers feel that someone not only gives a damn about their problems but can take ownership of the problem through to its real, complete solution - even if that means sending a tech out to the house - Dell will find itself struggling. That's how the big world works, Dell.

The management team of Dell must listen to its customer base when it comes to the poor customer service it provides. I have owned a Dell in the past and very much liked the machine. When it came time for me to upgrade to a new system I went with another manufacturer specifically due to the lack of service. American companies think that they are saving money by setting up call centers in India and other similar countries. They just have not learned that Americans have problems in dealing with these individuals because it is not just a matter of speaking the same language, its a matter of understanding our culture and our can-do attitude about making a problem go away.

I agree wholeheartedly with Dan and this is exactly why I did not purchase another Dell product.  They lost my confidence with the first Dell I owned!!!

If I did not know anything about computers I would personally buy a computer at Best Buy and use their Geek Squad whenever I had issues.  Esp. if it were a laptop.  Those things are so unpredicable.   I know my mother bought a Dell and she has called customer service (in India) and one guy installed something, then passed her onto another guy and then he reinstalled it.  They had the computer so messed up my husband couldn't figure it out.  U.S. Companies need to really think about sending all their Customer Service to foreign countries because they are going to start losing customers.  It just costs a little more to go first class!

Dell's main issue is customer service.  Customer service needs to understand and speak english well enough to help the non-computer type customer, especially over the telephone.

When a problem needs to be resolved, computer help must be clear and concise and to the the point.  This will persuade any customerto stay with Dell and in the future.

MY DELL COMPUTER . HAS BEEN OUT , NO ONE CAN GET IT FIXED ITS IN A DELL SERVICE NOW BEEN THERE FOUR TIME THIS MONTH AND IT HAS A WARRANTY   IT WILL BE A YEAR OLD NEXT MONTH AND I AM AFRAID TO BRING IT HOME WHEN THEY SAY IT IS FIXED.DELL IS TELLING THEM WHAT TO FIX AND IT NEVER WORKS. I WANT A NEW COMPUTER CAUSE I HAVE NO FAITH IN THIS ONE. I LEFT A MESSAGE WITH DELL SUPORT FOUR TIME AND NO ONE RETURN MY CALL. NOW IS THAT ANY WAY TO TREAT YOUR CUSTOMERS. THIS FOREIGN SUPPORT  JUST DON'T WORK FOR ME. I WAS ON THE PHONE WITH ONE PERSON 8 HOUR ANOTHER ONE 6 HOURS.AND THAT NEVER WORKED. YES I COULD GO ON AND ON. BUT WHY NO ONE LISTEN OR CARE'S  GAYLE

I have purchased 4 Dell computers in the past 12 years but I will not buy another  new one due to poor tech support.

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