Immediacy Counts 25 Sep 2005
69 comments Latest by J
Late last week, I decided I wanted a new display. The two contenders were Apple’s 23”, and Dell’s 24”. According to reports, they’re essentially the same thing, and there was AU$400-500 difference between the two. I decided I’d prefer the Apple, but the price difference was hard to ignore, so I took a look at the Dell option first.
- Go to the Dell Australia website, see that their build/shipping guidelines are ridiculous.
- Think to myself “maybe these are for full systems” and call Dell. Someone with awful English (from a call center on the other side of the world, I guess) tells me it would take a minimum 9 business days for them to ship the display to my door.
- Realize that these 9 business days cross over 2 weekends, taking the total to 13 days.
- Ask them if they have any retail stores or warehouses where I can pick one up. They have a display center, but you can’t buy anything there. They do not have any local distributors or resellers. You buy direct from Dell over the web or by phone.
- Note that the Apple Store has shipping times of around 1‚Äď2 business days.
- Call up two Apple stores. One has the display in stock, at full retail. One can have it in stock the next business day, and offers a $100 discount.
- Order the Apple.
Apple aren’t exactly renowned for their immediacy (my Powerbook took about four days, my brother’s Mac mini took almost two weeks, and my friend’s iBook took an eternity), but if they’re beating Dell by weeks then something is horribly wrong. The Dell business model down here (not sure if it applies world-wide) removes any chance of an impulse purchase. Immediacy counts.
No one wants to wait 2 weeks for delivery on what should be a commodity item (I want to go grab one from a local retailer now). No one wants to be called back by a sales representative for pricing (just show me the prices on your website). No one wants to schedule a meeting to see a demo of some software (let me download a limited trial, or show me a movie of it in action).
I guess I expected Dell to be more like Ikea, but they were the exact opposite.