In June, Wal-Mart began selling Dell computers in its stores. Now, Wal-Mart (NYSE: WMT) and Dell (NASDAQ: DELL) are taking their relationship a step further by introducing the first Solution Station by Dell in a Dallas Wal-Mart store. Sort of like Best Buy's (NYSE: BBY) Geek Squad, Wal-Mart's Solution Station by Dell will offer service assistance to customers. 
My first reaction - Wal-Mart is stepping out of its comfort zone and extending beyond consumers' expectations for its brand with this one.
According to a post on the Direct2Dell blog, the Solution Station by Dell in the Dallas Wal-Mart store offers, "home television installation, PC set-up, wireless network set-up, computer upgrades, services designed to protect computers and in-home training. Wal-Mart customers in the test locations can also sign up for basic computer support and repair for their laptops and desktops."
Wow. This seems like an odd strategy for Wal-Mart, the low price store, to pursue. First, will Wal-Mart be willing to pay enough to hire people who can actually provide the services the Solution Station by Dell offers or is Dell covering those costs (if so, can Dell pay enough)? Perhaps in the single Dallas store, but what happens if the Solution Station by Dell concept rolls out to more Wal-Mart stores? Will the caliber of employees working in the Solution Station by Dell in each store be up to par. Offering services like the ones listed in the Dell website will raise customer expectations for Wal-Mart and open the company up to a world of problems and complaints. It just doesn't seem to fit the brand.
I guess we'll have to wait and see how the Solution Staion by Dell in the Dallas Wal-Mart store works out. What do you think about this new strategy for expanding Wal-Mart store services? How about the flip-side? What do you think about this strategy from Dell's perspective?
I'm distisfied with the Solution Station service I received at the Saginaw, Walmart...When your not computer literate and can't explain what's wrong with your computer...words are put into your month what could be wrong with your computer with out seeing it. Your made to pay 1st before they actually know whats wrong...If it wasn't for the service tech who actually came to my house to explain my problem, (Thank God for a truthful honest person)...all I needed was a tune up...but was sold a spy ware program I didn't need at the store...The Manager at the Solution Station store is like dealing with a USED CAR SALESMAN ! The Salesman at the store was as stupid as me about explaining my problem, but was fast to put words into my mouth as to what he thought was wrong with my computer without even seeing it but charge me for spy ware, etc...I THOUGHT I WAS BUYING A USED CAR AT WAL-MART ! Thank you, Barbara A. Kay
Posted by: Barbara A. Kay | September 18, 2008 1:39 PM | Permalink to Comment