Dell Needs Check on Service Support

Dell the number two PC brand in the Indian market has been doing commendably well, buyers are happy with range, and love to pick up the colourful PCs. But as the numbers of buyers are increasing, so is a sense of dissatisfaction amongst them especially when it comes to service. It might be strong in its product push in the market, but Dell is showing a unconcerned attitude when it comes to service issues.

While Dell does have its service set up for the Indian consumers with toll-free numbers, online support, and engineers, but results are not very encouraging. The biggest complaint that consumers are making about Dell is that the company is not very proactive in promoting its service support network. The awareness levels amongst consumers is low, especially in B&C class locations. In fact this is also impacting the purchase decisions amongst consumers.

Case in point are the queries below that we at onlinedellsupport.blogspot.com got post a story on Dell's Service Network.

* I bought a laptop through Dell site (From US) 2.5 years ago, I saw its battery down (9-cell battery) around 6-7 months ago. Any dealers/service centers in Hyderabad where I can get the laptop repaired, wrote Sudhir Bhadauria, Dell Consumer, Hyderabad.


* I want to know about Dell service center nearest from haldwani or Haldwani (Uttrakhand), wrote Gangesh Sharma, Ganesh Polytex Ltd, Rudrapur, Uttranchal.


* I am interested in buying a Dell inspiron laptop but my apprehensions about the support of Dell in Orissa is holding me back. It would be of great help if you could please mail me at the earliest about the service centres of dell in bhubaneswar, orissa or nearby, wrote Swavab Sourav Moharana, Bhubaneswar, Orissa.


And its not just consumers from tier two markets, but also tier one cities. Surprisingly we heard from Renu Menon, of MindTree , Bangalore (The place where Dell is HQed). She asked, Can you please send me the address and phone number of Dell service centers in Banashankari and Janyanagar area in Bangalore. I am looking for a service center for Dell Inspiron laptop.

This proves that India's number two PC brand will have to really improve its awareness campaign for its service support set up. in fact it should already have been done seeing that Dell has now increased its channel network. Though the company offers doorstep service on call, but very few are aware. Surprisingly even the channel partners are low on awareness about this. We actually tried to get comments on this issue from the company but did not get any response. In this case then Dell will actually have to hitch up its pants and get moving with some hardcore awareness campaigns, especially in tier two and three cities, which are the sunshine markets for all IT brands in the country.

What initiatives should Dell adopt to create awareness about its service support?