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

He repeated: “I’ll check. I’ll have to put you on hold for three to five minutes. Is that OK?” By now, it had been more than an hour that I was on the phone. I told him this was unacceptable and insisted he check twice more. Both times he said that because the battery’s warranty had expired, there was nothing they could do about it. It was getting late, and with 90 minutes of my life wasted, I asked him to check again and to call me the next day.