Francisco Saenz

On Dell’s Service Woes Dear Editor, We read your editorial in the November issue and acknowledge that some of our customers, like you, haven’t received a positive experience when dealing with our customer service group. We’re making a sincere effort to address these concerns, as well as making a significant investment in our customer service organization to ensure that we consistently provide an excellent experience. In fact, this year alone, we have invested $150 million toward retraining our customer care and technical support teams, establishing additional vehicles for our customers to interact with us, and many more initiatives that are significantly

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