One Customer at a Time

It’s me again. I just talked to J.B. Johnson, Dell’s program manager for the battery recall, and I wanted to provide an update on how we're taking care of our affected customers. When the announcement went out last night, the phones started ringing. J.B. and her team were … READ MORE

Lionel Menchaca August 15, 2006

American Customer Satisfaction Index (ACSI) Results

I know everyone’s attention is rightfully focused on the battery recall, but wanted to get this post out there in conjunction with the release of the latest results from the University of Michigan ACSI study. Recent stories by Bloomberg and BusinessWeek discuss the results in more detail. Yesterday, … READ MORE

WW Customer Experience August 15, 2006

New Information on the Battery Recall

I just talked to Dell SVP Alex Gruzen who posted on Direct2Dell earlier and is head of our Mobile Products Group. He is hunkered down with his team working through all the issues around the battery recall (which we initiated based on six confirmed instances in the U.S. … READ MORE

Lionel Menchaca August 14, 2006

Dell Details on Notebook Battery Recall

Dell announced a recall today of lithium-ion batteries sold in many of our notebook computers over the past two years. You may have seen the recent New York Times story or have seen other details in the blogosphere.  As the leader of the mobile business for Dell, I … READ MORE

Alex Gruzen August 14, 2006

The Voice of the Customer

While this blog has certainly added a new dimension in our ability to get feedback from customers, it is not the only method we use. We have many avenues ranging from the direct relationships with our business customers, to customer focus groups, to the direct product quality data … READ MORE

WW Customer Experience August 14, 2006

Dell @ LinuxWorld

In this vlog, I preview Dell’s activites at next week’s LinuxWorld San Francisco, August 14 – 17.  Demos at the Dell booth will showcase virtualization via Redhat Xen, Novell ZENworks, VMWare and more. Hot topics at this event: Virtualization and High Performance Computing. View VideoFormat: wmvDuration:

Global Alliances August 11, 2006

Dell OpenManage Strategy

In this vlog, I walk you through Dell’s enterprise systems management strategy, and provide insight into our long-term vision.  I also discuss some of the current functionalities built into PowerEdge server management tools, and explain how our strategy differs from our competitors. View VideoFormat: wmvDuration:

Latest PowerEdge Products

This vlog highlights three of our latest PowerEdge servers.  My colleague Jimmy Johnson and I discuss some performance and design enhancements in our ninth-generation products: the PowerEdge 1950, 2900 and 2950 servers. View VideoFormat: wmvDuration:

Eric Bokman, Lead System Engineer August 11, 2006

XPS 700 Now Shipping in the U.S.

I can confirm that we resumed shipping the XPS 700 to customers in the United States.  We do have a backlog of orders to work through, and we will do so as quickly as possible.  No update for the regions yet—hope to have an update early next week.  … READ MORE

Lionel Menchaca August 11, 2006

A Tale of Two Processors in China

A recent lawsuit involving Dell and some of our Chinese customers has received attention in blogs and press like this recent Xinhua Net story. On his blog, Sam Flemming provides a timeline about the issue. I manage the team responsible for contacting affected customers and wanted to clarify … READ MORE

China Client Sales Support August 10, 2006

Latest XPS 700 Shipping Delay

While ramping production, we recently discovered an issue with the installation of the cooling assembly which could affect system stability. Though it’s a rare occurrence, we made decision to delay XPS 700 shipments worldwide because of this issue. We’ve identified the problem, are implementing a fix, and plan … READ MORE

Lionel Menchaca August 8, 2006
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