With more small businesses coming to Dell's site, the company has looked for ways to improve their visiting experience. Customers will now be able to shop using an online version of Dell's small-business catalog, which the company normally mails to customers, according to Dell. Offers presented in the hard copy of the catalog can be viewed and purchased online on the new site for the first time, without customers having to type in long, alphanumeric product codes. Some customers had trouble using the codes, West said.
At times, those codes have created other problems for the company. An incorrect price that was attached to a product code allowed customers to order Dimension 4600 desktops for $139 Thursday. Dell caught the error, but not before some customers' orders had been accepted.
Dell reserves the right not to honor incorrect pricing or typographical errors on its site, but it often still honors orders accepted before it catches an error. Dell canceled orders placed after this error was discovered, company spokesman Lionel Menchaca said, and will contact those customers whose orders were canceled to explain why. The machine should have listed for $899.
"We'll do whatever we can to keep customers coming back," Menchaca said of customers whose orders Dell canceled. "If some people get upset about it, there's not a whole lot we can do. We have to be realistic about the situation."
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