Dell confronts image problem

The New York Times reports that an exploding Dell laptop in Osaka, Japan did more than damage the conference table it was set upon, it has caused harm to Dell’s image. The image of the explosion has been widely circulated around the internet, and has been a lighting rod of publicity forcing Dell to confront its growing image problem. Traditionally known for responsive customer service, Dell has recently cut costs to call centers, a move that has resulted in savage criticism on blogs and websites. Because of the recent criticism, Dell has responded with a program to spend more than $100 million to improve service… (Note: This site requires free registration.)

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