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Wal-Mart To Sell Dell Computers

By Mark Huffman
ConsumerAffairs.com

May 25, 2007

Dell Computers • Advertising • Credit Card Fraud • Dell Finance • "No-Interest" Offers • Rebates • Restocking Fee • Sales Practices • "Surprise" Loans Service • Customer Service • Tech Support • 30-Day Return Policy • Warranty Products • Laptops • Printers • Plasma TV Customers • Deployed Military • Small Business Customers • Dell Defenders --- News • Dell Closes Sales Kiosks • Wal-Mart To Sell Dell Computers • New York Sues Dell on Consumer Fraud Charges • Dell Breaks Microsoft Stranglehold • Dell Settles Class Action Over Financing Practices • Dell Recalls Notebook Computer Batteries • Chinese Consumers Sue Dell • "Exploding" Dell Laptop Destroys Truck, Imperils Outsdoorsmen • Dell Denies It Knew of Overheating Battery Problem for Years • Dell Cuts Rebate Program Amid Complaints • Seeking Sizzle, Dell Goes Alien • Dell Sales & Earnings Down, Complaints Up • Computer Vendors Charge More For Less Service • Class Action Accuses Dell of Defrauding Customers --- Recalls • Dell Recalls Notebook Computer Batteries • Dell Recalls More Notebook AC Adapters • Dell Recalls Notebook Power Adapters Analysis • Dell Wins Complaint Derby • To Dell & Back • Dell Talks Back

Attempting to address nagging consumer complaints with its customer service and sagging sales, Dell Computer has announced a deal to market its computer products through Wal-Mart stores. Wal-Mart also carries Hewlett-Packard computers, a principal rival to Dell.

The Wal-Mart pact may be aimed to dealing with complaints like the one ConsumerAffairs.com received from Heather, of Cadet, Missouri, earlier this month:

“Dell's customer services is awful, rude, and just plain unhelpful. I will never purchase another Dell computer,” she told us.

Also this month, Dell drew the wrath of New York Attorney General Andrew Cuomo, who filed consumer fraud charges against the computer giant.

“At Dell, customer service means no service at all," Cuomo charged. “Dell’s consumers were intentionally misled, and they had to pay for that privilege. I hope this lawsuit sends a message to companies large and small that delivering a product is simply not enough – the promises they make must be delivered as well.”

In fact, in 2005 Dell ranked at the top of consumer complaints among computer manufacturers in a ConsumerAffairs.com survey. With 17.9 percent of the computer market share, Dell logged 58 percent of the consumer complaints.

Wal-Mart isn’t without its share of customer gripes, but industry analysts say HP has benefited from its relationship with the retail giant. They say customers are more likely to feel comfortable talking with a Wal-Mart sales clerk than some disembodied voice in a far away call center.

The move to retail sales changes Dell’s business model in another way as well.

Since its beginning as a direct marketed supplier, with telephone and Internet sales, the company has set itself apart by selling made to order computers. With the move to Wal-Mart, it will begin producing more standard, off-the-shelf models while maintaining its original made to order service.

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