Editor’s Take: How Dell (May Have) Lost Me

I said, “OK, then if this were your computer battery, would you want to do business with Dell again if Dell was refusing to send you a replacement?” He said nothing at first, and then said he’d see if he could do something.

Resolution?

Forty-five minutes later, the supervisor got back on the phone and at long last, after two calls totalling two hours and 43 minutes combined, he told me they would send me the battery after all, and at no charge. I was inclined to ask him why Dell suddenly was ready to do what it should’ve done in the first place, but by now I was spent. Also, I figured I’d better quit while I was ahead.