The influential website Advertising Age ran an article today outlining the successes at Dell with recent initiatives to address well known concerns. Below is my response as submitted to the website comments section. It seems a bit "cheap" to get such pleasure out of seeing them published but not too cheap to share them again here!
I enjoy the mental excercise of trying to estimate what that paragraph will cost them... I have no idea what it is worth, but it must be more than their cost to replace my daughters computer, like they should have done in the first place!
As the article rightly points out, Dell have made inroads in the past year in dealing with declining marketshare. However, there are still some 13 models being considered for class action suits in the US and abroad and the owners of these models (all from the inspiron line) have not benefited from the renewed efforts under Michael Dell. On the contrary, they are stonewalled by Dell at every turn. It would appear Dell is more interested in litigation than ethics and it will be a costly lesson if the suits succede. Direct2Dell and Ideastorm are fine efforts, but catering to folks who want Ubuntu, while ignoring good customers who have purchased what is essentially an expensive paperweight, is not a good way to build a business.