Can You Trust Dell?

Can a leopard change its spots? That's the question thousands of solution providers are asking themselves now that Dell founder, Chairman and CEO Michael Dell is reaching out and asking them to partner with him in a bid to resuscitate the troubled computer maker.

STEVEN BURKE Can be reached at (781) 839-1221 or via e-mail at sburke@cmp.com.

That's right. After 23 years of channel bashing, Dell is pinning a good deal of his hopes on getting more solution providers selling Dell products and services. Dell made the channel mea culpa in an exclusive interview with CRN Senior Editor Edward F. Moltzen, who takes a deeper look at the Dell question in this week's cover story.

Wes Herschberger, CEO of MapleTronics, a Goshen, Ind.-based MSP and system builder, for one, was surprised that the Dell direct retreat didn't come three years ago. "I wish no ill will for Dell," Herschberger said. "We hear so many stories from our clients [about Dell service problems] that something had to give." Herschberger said he absolutely wouldn't consider taking on Dell today. "You can't take a vendor on who won't provide services to your client at the level you've got," he said. "If you do, then you are going to have to make up the gap. That would cost us a fortune.

"The problem is it is hard to speak out of both sides of your mouth," Herschberger added. "I have seen companies do this before where they sell direct and sell to partners as well. But there is a huge distrust of Dell. As soon as you start selling Dell directly to a client, how quick is it going to be before they try to steal that client?"

Good question. What Michael Dell has to figure out is how to get over that high level of distrust with VARs. "He's a smart guy," Herschberger said. "Over the years, Dell has flatly said they don't need the channel. Why do they need the channel now?"

In the old "I Love Lucy" shows, whenever Lucy got herself into a jam, husband Ricky would say, "Lucy, you got some splainin' to do." You can hear the channel saying the same thing: "Michael, you got some splainin' to do." Splainin', indeed. Then again, Lucy's mix-ups were funny. VARs, however, aren't laughing. Many are angry. Have things really changed? Every potential partner is going to have to answer that question for themselves. One thing is for sure: It's going to take some doing to convince solution providers that Dell is a new animal.

Do you trust Dell? Contact Steven Burke at sburke@cmp.com or at (781) 839-1221.