Chaos at the PC Call Center

It's no secret that PC companies haven't won many fans with their telephone customer service.

A new report shows just how woeful, and costly, the PC industry's customer service has become: The PC industry placed dead last in a survey of six industries that measured satisfaction with call centers.

According to the survey, nearly 73% of people who have had a bad experience with their PC maker's call center will consider buying their next PC from a different vendor; 30% said they will definitely do so.

The report, conducted by consulting firm CFI Group found that the PC industry scored a rating of 64 on the University of Michigan's American Customer Satisfaction Index 100-point scale. Scores in the 60s are generally considered worrisome, according to CFI.

Problems with the PC call centers included everything from ineffectiveness in handling the issue to representatives not speaking in an understandable manner.

The poor report card comes as complaints about customer service have taken a toll on big PC makers.

As sales began to slow at Dell(DELL Quote) last year, the company unveiled a plan to "regain its leadership position in customer experience."

In August, Dell said it was investing $150 million to improve its customer service capabilities, adding new sales and support personnel as well as call centers.

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