"Dell" is only one appears in the Chinese consumers, but it's different, if sentenced to two faces. Dell is willing to bear the pain regardless of whether it "bleeding", which in China have led to the loss, the loss is the biggest market in China's public image and reputation. Dell executives frequently change jobs and change, seems to explain the problem.
Dell opened the history of the bill, not difficult to find, purchase errors have a Dell, "repeated mistakes repeat offenders," the problem in China is not the first time this error occurs, but for the error handling has always been there but had two standard.
As early as 2001, Dell for technical reasons were to Singapore, Hong Kong and Malaysia website offer a particular model laptop that from 1338 U.S. dollars into 123 U.S. dollars. In this case, Dell finally to 123 U.S. dollars price to placing an offer in the notebook models. August 2005, Dell Australia's website will offer original hard disk 600 8.8 AUD Australian dollar, Australian dollar placing an 8.8 also eventually bought this product. Everything looks so good, Dell is also the "most emotion to justice," but, why can pay abroad, China can not pay it?
In China, this is not the first mistake, in 2003, Dell's direct sales price errors occur within the system, resulting in Shanghai Chi Kai Computer Technology Co., Ltd. contract with more than 150 orders were forced to recall, Dell to cancel the contract unilaterally, and force a refund. Tomohiro company for various reasons, and finally open the way both sides are not "reconciliation."
This time, however, claim to be tough again, "refund" Dell, really want to be taken to court because it "offended" and not an individual, a company, but the order of hundreds of thousands of Taiwanese customers. In particular, Dell also said: "Users are not customers." Such discrimination is suspected of Chinese consumers are more and more attention. How can the recent recalls, if not the world's problems, only appeared in China, according to Dell's usual style, it will also recall it?
Double standards not only exist in a company Dell, "quotes the door incident" took place, Dell is likely to become the second Chinese market, "Toshiba" has become the focus of the arrogant attitude towards the consumer, and arrogant behavior, will also be PC to Dell's main market away from China.
Six years ago, "Toshiba notebook event" in Sino-US controversy over the two standards are still fresh in our memory, Toshiba, processing and interpretation of Chinese companies have a dilemma: "This is because the laws of China and the United States, not the same, in accordance with U.S. law , if there is some kind of consequences on the possibility of causing consumers, manufacturers may have to take responsibility, while China's 娉曞緥, no clear such 鎯呭喌 the 鏉℃枃. "
This one really reflects the imperfections of China's legislature, to the multinational opportunity. But as the global transnational corporations, "abused and lead to" people feel the behavior is still held in contempt.
Dell in this case the chances are a bit too far, because six years later, China's legal system going through a process of continuous improvement, Chinese consumers have become more rational and mature.
Dell's so-called "August 18 deadline," still no progress, if Dell really does not ask customers to accept, without permission, would rush transfer is in itself a kind of arrogant behavior. In the sales process, to revoke any orders must be in accordance with certain procedures, at least to and other consultations and consensus can take effect, but also have both signed and sealed so. Otherwise, unilateral breach of contract.
In addition, has been Dell's service in China's policy has an obvious bias, pairs of Group buy large clients and small and medium enterprises and the bulk purchase of two very different individual customers Cunzai service attitude, which has Zaodao Yuelai Yue many consumer complaints and dissatisfaction. Dell to its customers in China are divided into two parts, large corporate, government and industrial customers (LCA + G + E), Dell's overall business sales account for about 90%; the other part is the small and medium enterprises and individual consumers ( HSMB), only 10%, and this part of it is often true of the average consumer.
In China over the past few years, Dell has gradually abandoned in China, some of the fine traditions of the average home computer prices on the rise, the quality of products and services are in the fall. In recent years, consumer complaints are increasing, even if the service can still be a big customer, often for product quality and complaints. This makes it suffered a crisis of confidence is in China, and even proposed to reject collective users buy Dell products. Next, how to get the Chinese market, Dell needs to weighed.
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