Charging consumers for access to American customer service agents - as soon as the computer is out of the box? This is clearly the wrong move at the wrong time. CNET contributor Don Reisinger is a ...

Erica Ogg is a CNET News reporter who covers Apple, HP, Dell, and other PC makers, as well as the consumer electronics industry. She's also one of the hosts of CNET News' Daily Podcast. In her ...

If you call Dell's customer service department you'll be on hold one-third as long as you would have been this time last year. Tucked away--actually second to last paragraph--in Dell's earnings ...

Last year's tech support saw Dell move into the third-place spot. The company delivered a solid mix of support on all fronts. With the company doing it's best work with its flagship Dell XPS 13 and ...

One of the reasons given for Michael Dell re-claiming the CEO mantle at Dell last week was the realization that customer service standards had slipped, and need to be restored. In our ZDNet ...

Computer maker Dell is asking for help in an ongoing probe into the source of customer information that appears to have somehow landed in the laps of fraudsters posing as Dell computer support ...

Earlier this week a pattern of yellow, green, violet, and turqoise lines more or less spontaneously appeared on the monitor of my Dell laptop. While spectacular in their own right, the lines made it ...

I fully cooperated with Dell's customer service system without success. I did not cause the problem and they did not solve it. In contrast, a few years ago I bought a KitchenAid mixer and it was ...