How the Outsourcing of Dell Software and Hardware Support Services is a Deterrent to Brand Loyalty

If you own a Dell computer or have in the past you might be familiar with the frustrations associated with calling their support department for software or hardware issues. Much of the workload is outsourced routing your phone call across the world. After experiencing both software and hardware issues with a Dell 10" Netbook and a small business Dell Optiplex 300, surrender and switching brand loyalty is the only alternative.

The Dell Netbook had hardware issues that required the attention of a trained Dell tech who the company dispatches to a consumer's home. After the tech worked on the computer and left the computer was in worse shape which required another call to Dell. They suggested sending the computer to their Round Rock, Texas center which also sent the computer back unrepaired with a letter stating the computer was repaired. This means a loss was taken on the Dell Netbook.

The Dell Optiplex 300 was a bigger investment so when problems set in again Dell Support was contacted which determined there was a software problem and that there would be a charge for the repair. After providing payment and a 45 minute wait Dell decided again they could not repair the computer and that it was an ISP problem. This had already been shot down prior to calling Dell. The call was disconnected with no return call from tech creating another inconvenience. This required another call to Dell Support and a repeat of the previous situation resulting in total frustration and another useless Dell computer.

In today's economy it is imperative consumers do research prior to investing in products especially electronics that require special skills to repair. With companies such as Dell it is about bottom line and not consumer satisfaction. The irritation and frustration associated with wasted time, irreparable high-end products and poor customer service are paramount to consumers switching brand loyalty and selecting brands that don't require consumers to receive subpar service.