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

Without losing my cool, I insisted she put a supervisor on the phone or someone who’d be willing and able to talk to me as a person and treat me as a valued customer. (All along, I was going on the assumption that a new battery would cost about $75 to $100 — I’d later find out that it actually lists on the Dell battery Web site for $119.95.) She put me on hold for five minutes; then, another voice came on. He repeated what she said.