Why Global Sites Matter

In some comments and e-mail responses to Direct2Dell posts, you have asked specifically if Dell has plans to move call center functions from India and other global locations back into the United States. The short answer is no. Several of you have also claimed that offshoring is simply … READ MORE

Direct2Dell: Our New Name

The name of this blog is now Direct2Dell. A few pundits have eagerly pointed out that one2one.com is a XXX site and suggested we change our name and URL. By the way, one2one also is a unit of T-Mobile, an MIT project, and a driving school. It’s also … READ MORE

Lionel Menchaca August 3, 2006

The Telephone System… Getting It Right

I know that most of you won’t believe that we are serious about fixing customer issues until we are 100% done. That is totally fair! Some of you think it is self-serving to talk about what we are doing when it’s still a work-in-progress. That’s OK, too. Others … READ MORE

WW Customer Experience August 2, 2006

Dell and The Better Business Bureau

A research report by Moors & Cabot appeared last week that gave an inaccurate picture of Better Business Bureau statistics and observations on Dell’s customer satisfaction. Conclusions drawn from the statistics reflected a lack of understanding how our Direct Model and the BBB work when it comes to … READ MORE

Lynn Tyson July 31, 2006

The Home Page

Let’s talk about the home page of Dell.com. Many of you have commented about things you liked and things you didn’t like. Here are four of your abbreviated comments to my first post: “Make it easy for me to define systems by my work profile and give me … READ MORE

Dell Store Opens its Doors in Dallas

Yesterday we opened the first pilot Dell retail store at NorthPark Center in Dallas, Texas.  It’s not a departure from our direct model—it’s simply an extension of our kiosk strategy.  Like the kiosks, we will not carry  inventory at this store.  Here, customers will be able to see … READ MORE

Lionel Menchaca July 26, 2006

Designed For You, Not the Shelf of a Superstore

Most people understand that the direct model helps us deliver better value by eliminating the middle man and establishing a personal relationship with our customers. What’s not as obvious is how much that relationship with tens of thousands of customers can influence the thinking of the Industrial Design … READ MORE

Ken Musgrave July 26, 2006

XPS 700 Order Cancelled?

Several of you have commented on the blog or the Dell Community Forum that your order has been cancelled.  Here’s what I need you to do: Go here to this thread on the Dell Community Forum Enter the following information in your DCF Personal Profile (none of this … READ MORE

Lionel Menchaca July 24, 2006

Prevention Is The Best Medicine

Okay, I’ve received some flak (guess I’d better get used to that!) for taking so long to post again.  I promise to try to get better juggling my day job with this blogging hobby I signed up for.  You want us to be more specific about fixes and … READ MORE

WW Customer Experience July 21, 2006

No Bloatware, Please

Lots of chatter these days on why Dell pre-loads so much software on new systems.  Several of you have asked about how this software affects performance, some have commented about the sheer number of apps, and others have expressed confusion as to which apps they can remove.   … READ MORE

XPS 700: 10 Questions

Everyone, thanks for your patience regarding the XPS 700.  We’ve received a lot of questions asking for more information.  I answer some of the most common ones below.  We can’t always give you all the details, and when we can’t, we’ll tell you.  Before doing that, wanted to … READ MORE

Comment Moderation Redux

There’s been some misreportings about this in the blogosphere.  Let me be clear, we read 100% of the comments and there is no censorship or banning of users.  All comments are reviewed and posted—good or bad—as long as they fall within our Rules of Engagement.  We will not … READ MORE

Lionel Menchaca July 19, 2006
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