Editor’s Take: How Dell (May Have) Lost Me

I called Dell’s technical support line to troubleshoot and make sure what I had was, in fact, a dead battery. I was connected with a rep who spoke like a robot, clearly reading through her tech and customer support manual every step of the way, asking me to turn the computer on and off, with the adapter in and out, etc. Finally, 25 minutes later she told me, “Your battery is dead.” Brilliant!