Tuesday, August 07, 2007
Just an FYI I found interesting.
Back then HP's support still had a lofty reputation, one that it's since done its best to fritter away. But there's been a reversal in another sense. What should we make of the fact that Dell is making these strides in improving quality at the same time that all the marketshare numbers have been saying that HP is eating Dell's lunch? To put it in a good light for Dell, we could say that the best way to improve the quality of your support is to improve the quality of your products, and that takes both investment and time for the market to recognize what you've done. On the other hand, it's easier to support products when you're selling fewer of them, so maybe that's what is making Dell's support look good right now.