Industry Eye: Letters to the Editor

On Dell’s Service Woes

Dear Editor,

We read your editorial in the November issue and acknowledge that some of our customers, like you, haven’t received a positive experience when dealing with our customer service group.

We’re making a sincere effort to address these concerns, as well as making a significant investment in our customer service organization to ensure that we consistently provide an excellent experience. In fact, this year alone, we have invested $150 million toward retraining our customer care and technical support teams, establishing additional vehicles for our customers to interact with us, and many more initiatives that are significantly improving our customer service.