Latest Posts

Virtualization… What’s the Big Deal?

View VideoFormat: wmvDuration: Virtualization—it’s been around for years, so why is it suddenly so hot? Big changes are underway that will make it mainstream in servers and even client systems. What has changed? First, the industry has started a transition from single- to multi-core processors… and on the horizon are … READ MORE

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 first battery … 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 with Sony … 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 handling 500 … 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, I blogged … 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. in which … READ MORE

Lionel Menchaca August 14, 2006
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