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 ...

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 ...

Dell continues to win market share and turn out record quarterly profits, but two recent surveys show that the company has slipped, when it comes to a more subjective measurement: customer service.