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Michael Dell writes open letter to customers

Written by James Delahunty @ 10 Feb 2013 6:53 User comments (2)

Michael Dell writes open letter to customers Dell founder makes commitment to customers.
With Dell Inc. currently facing a potential $24.4 billion buyout to take it into private ownership, Michael Dell has written an open letter to customers. While the deal has already attracted some disapproval from shareholders, Michael Dell and equity firm Silver Lake appear poised to take control of the company.

Here is the open letter from the CEO:

To Our Customers,
The agreement to take Dell private represents an exciting new chapter for our company and for you, our customers.

As always, our unwavering focus is on delivering a fantastic customer experience and creating value for your organization. We believe that our proposed new ownership will provide long-term support to help Dell innovate, invest for growth and accelerate our transformation strategy. We'll have the flexibility to continue organic and inorganic investment and drive industry-leading innovation.
We've made solid progress over the past few years. Our leadership and our strategic execution have been consistent, as we've built a comprehensive portfolio to help you succeed. Secure, easy to manage, end-to-end solutions from the cloud to the data center to devices remain at the core of our value proposition to you.

I am honored to continue serving as chairman and CEO of Dell and very much appreciate the trust you've placed in us. We recognize that ours is a highly competitive industry. Our commitment to you is to keep earning that trust every day.

I am confident we are making the right decisions to position Dell, our customers and employees for long-term success. There is much more we can accomplish together.

With warm regards,

Michael Dell

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2 user comments

110.2.2013 07:31

I still have not forgiven then for ruining Alienware.

215.2.2013 12:26

"Fantastic service" .. I'm not so sure.

An example of something that cost me nothing, but demonstrates how they have lost their way:

I ordered a new Dell computer. Several days later they announced there was a delay in building my computer. No problem, except that I was travelling for a month and their new delivery date would arrive while we were away. I asked them to cancel it because there was no-one home to receive it--they couldn't do it! They said that it's OK--the courier would attempt delivery, and after 10 days return it to them at Dell's expense!

I did what they said. When I returned I reordered. Then immediately realized I had ordered the wrong model and called them. I was stunned when they said they couldn't cancel it--but it would be OK for me to refuse to accept the package and it would be returned at their expense!

So they paid for delivery in four directions because their customer service is unable to deal with rather simple issues.

I decided to order an Asus notebook instead!

This message has been edited since its posting. Latest edit was made on 15 Feb 2013 @ 12:27

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