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"Hanging Up On Dell?" article in BusinessWeek Onli

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I had a similar experience, which helped make me a recent switcher. My wife and I recently purchased two DELL 19" LCDs (very nice LCDs, by the way) and a 26" LCD television. Following the shipment, DELL began shipping purchase information to my former address. In order to ensure all my addresses were correct with DELL, I had to contact them via telephone.


Bottom line: It took 35-minutes to change my address with DELL, mainly due to hold-time.

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It's unfortunate the service level decline. And a fee for service business model is probably a better way to go. ala Apple Care is the same thing.

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