Dell drops behind IBM and HP in server satisfaction

**MIG-31** · Nov 2, 2005, 07:41 PM

Consumers apparently aren't the only ones bent out of shape about customer service at Dell.

A survey of U.S. server buyers found that Dell dropped from first place to third place in terms of satisfaction in the third quarter. IBM, stuck at number three for most of the last eight years, is now number one. And Hewlett-Packard remained in its number two spot, according to the survey conducted by Technology Business Research.

Except for two other quarters, Dell has held first place in TBR's server survey since the third quarter of 1997. Customers dinged Dell for its poor onsite and phone support, hardware reliability and value. By contrast, IBM customers surveyed said they were increasingly pleased by its performance in those same areas.

While the swings in overall satisfaction aren't huge--Dell's score fell two points to 83 percent while IBM did the reverse--Big Blue is touting the results to their advantage.
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Read More: News.com

Falstaff · Nov 2, 2005, 07:46 PM

of the 1438 Dell workstations that we have deployed here at the Academy we have suffered a 13 percent faliure rate. Hard drives and motherboards are killing us...
I think Dell has quality control problems...

Nov 2, 2005, 07:41 PM	#1
MIG-31 HardwareHeaven News Mod Join Date: Dec 2002 Location: Nottingham,UK Posts: 56,854 Rep Power: 471 System Specs	Dell drops behind IBM and HP in server satisfaction Consumers apparently aren't the only ones bent out of shape about customer service at Dell. A survey of U.S. server buyers found that Dell dropped from first place to third place in terms of satisfaction in the third quarter. IBM, stuck at number three for most of the last eight years, is now number one. And Hewlett-Packard remained in its number two spot, according to the survey conducted by Technology Business Research. Except for two other quarters, Dell has held first place in TBR's server survey since the third quarter of 1997. Customers dinged Dell for its poor onsite and phone support, hardware reliability and value. By contrast, IBM customers surveyed said they were increasingly pleased by its performance in those same areas. While the swings in overall satisfaction aren't huge--Dell's score fell two points to 83 percent while IBM did the reverse--Big Blue is touting the results to their advantage. _______________ Read More: News.com __________________ Please Post Your News Submissions Here

Nov 2, 2005, 07:46 PM	#2
Falstaff Old Codger Join Date: Sep 2002 Location: USAFA Posts: 19,048 Rep Power: 207	of the 1438 Dell workstations that we have deployed here at the Academy we have suffered a 13 percent faliure rate. Hard drives and motherboards are killing us... I think Dell has quality control problems... __________________ "Inspiration is always a surprising visitor."