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Michael Dell returns to take the reins

SIMON AVERY

From Thursday's Globe and Mail

Latest comment posted at 3:42 PM EDT 01/02/07

Dismisses his handpicked CEO of struggling computer company ...Read the full article

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  1. Mark S Noel from Yellowknife, Canada writes: Here is hoping he can do something about their crappie product. I have a personal Dell Laptop which died before I was finished paying for it. I took it to the Dell Certified repair shop and they kept it for a few weeks and returned it to me still broken. Its an expensive door stop but does its new function better than it did its first. Now my work Dell is sounds like a Cancon New Wave band.
  2. snow lander from Edmonton, Canada writes: my wife has a dell laptop from her work. it is a cacophony of sound-the hard drive grinds, the cd drive makes this scraping sound and then even during the winter the very squeaky fan goes on and off and on and off. It has been to the shop more times than i can rememer. She once asked why she can never hear the fan on my mac powerbook. i said the laptop was designed to dissipate heat without one. The fan sometimes will turn on during 30 heatwaves. Anyway the point was that dell thought they could pump out poorly designed cheap computers forever. Now that the rest of the industry hasn figured out how to efficiently manufacture computers that are designed properly dell had no where to go.
  3. snow lander from Edmonton, Canada writes: You (snow lander, from Edmonton, Canada) wrote: my wife has a dell laptop from her work. it is a cacophony of sound-the hard drive grinds, the cd drive makes this scraping sound and then even during the winter the very squeaky fan goes on and off and on and off. It has been to the shop more times than i can rememer. She once asked why she can never hear the fan on my mac powerbook. i said the laptop was designed to dissipate heat without one. The fan sometimes will turn on during 30 heatwaves. Anyway the point was that dell thought they could pump out poorly designed cheap computers forever. Now that the rest of the industry has figured out how to efficiently manufacture computers that are designed properly dell has no where to go.
  4. Matthew Yeo from Canada writes: Dell needs to have a sit down with a single mother of three kids who has zero computer experience, give her a computer of theirs and watch how she stumbles through the learning process. They love technology, that much is plain, but they don't love the people who love technology and they CERTAINLY don't love the people who fear technology and need to be won over. Some of their software decisions are mind-boggling from a CS perspective ... why do TWO wireless clients both launch at startup, the WinXP native client and a Dell-branded one? It is guaranteed customer confusion. Some of their own reporting and monitoring software uses a software library that is also heavily used by malware writers. Stupid. Reciprocal deals mean that almost every Dell ships with a 90 day copy of McAfee that is GUARANTEED to cut off the customer's Internet if they don't pay for a new license at the end of the 90 day period ... and about half the time you can't just remove the software normally and have to resort to a special McAfee software tool to literally rip it out by the roots. Why would ANY customer focused company saddle their paying customers with that kind of garbage? Build it simple. Build it strong. Build it reliable. Win back your customers one at a time.
  5. Barry Kojima from Hamilton, ON, Canada writes: Dell simply forgot their roots: the home user.

    They focused on business and in the process generated alot of bad P.R.
  6. Tony Gulotta from Toronto, Canada writes: We used to have Dell computers. We upgraded all our hardware and did not consider Dell at all. The truth is that there are many great alternatives out there now which are better loaded, less problematic and priced competitively. For us it no longer makes sense to order it over the phone and hope it works out. There is simply no advantage to doing that.
  7. Rage Aholic from Canada writes: Our first laptop was a Dell latitude series, it worked fine, it still does actually. But when I went back to school in September and we decided that purchasing a new laptop was in order - Dell just simply didn't measure up to the competition. We ended up going with the #1 manufacturer, HP. Knock on wood, this computer hasn't given me a single problem so far. It would take a lot to make me go back to a Dell.
  8. Buddy Rich from TORONTO, Canada writes: Mr Dell needs an expert in quality and service excellence. He can sell alright but the back-end of the shop does not follow and showing off that he can take calls at a customer service Centre to try to demonstrate that the company cares about service is just not good enough. You need someone with a strong philosophy IN quality and customer orientation, service delivery and excellence to help out period. Problem there is. there is not a lot of folks who run a billion dollar Company who have the track record on that kind of execution. Good luck
  9. Richard Binhammer from Round Rock TX, United States writes: Simon, thanks for the perspective on the CEO change here at Dell. Matthew, Mark, Snow, Rage Buddy and others... thanks for the perspectives on some of the challenges and opportunities you put forward for us. We appreciate the input and suggestions. As you can imagine, there are a lot of things on the table for consideration. Just as some background, we expect to go through a period where we make some difficult decisions, but the right choices for our company and for customers. At this point, I can tell you with Michael as CEO, he is energized and determined and so is the organization. We will show the world that when Dell is focused on building success, there is no one better at it than us. Dell's direct model and 1:1 relationships with customers should not be underestimated and we are going to show what this means by providing the best customer experience, building a strong global services business and ensuring our products deliver the best long-term customer value. We are looking to lead the technology industry for the long-term; to be known as a successful company with strong operating and financial performance; and, our customers are going to rave about the Dell customer experience. For some additional perspective, you might want to check this out: http://direct2dell.com/one2one/archive/2007/01/31/5481.aspx Once again, thanks for the suggestions and the perspectives.
  10. Greg MacPherson from Canada writes: I posted a comment on this thread last night. Nothing rude or out of line. But by this morning, all of the comments (most of them negative about peoples' experiences with Dell) were gone.
    This isn't much of a forum if legitimate discussion is censored.

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