A Few Days into the Battery Recall

Wanted to take some time to answer a couple of specific customer questions, and to comment a bit on external reaction to the battery recall. Will work to address more of the blog comments directly moving forward. Some customers have asked whether they can return or exchange newer … READ MORE

Lionel Menchaca August 17, 2006

First Replacement Batteries Shipped to Customers

Spent a few more minutes with J.B. this afternoon in the midst of a very busy day for her and the team. She wanted to share more information on the progress we’ve made, and I am passing it on. J.B. confirmed that we’re already shipping replacement batteries. The … READ MORE

Lionel Menchaca August 16, 2006

Are You Sure My Battery is not Affected?

Some customers are wondering why some batteries Dell distributed during this time period are part of the recall and why other batteries are not.  Dell uses multiple suppliers and multiple battery pack form factors so not every battery is affected.  This recall is specific to battery packs produced … READ MORE

Lionel Menchaca August 15, 2006

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
Click to Load More