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Michael Dell on Tech Support & Apple

Techstination feature for Monday, October 3, 2005

Michael Dell…on tech support and Apple. Bloomberg Boot Camp, a report on today's technology. The world's largest personal computer maker has announced a new line of luxury PCs and TVs…..aimed at gamers and other enthusiasts ….who are willing to spend more….for the best Dell has to offer. And Michael Dell says those customers…will get higher levels of service and support….

"We've got kind of a concierge like service from the sales experience to the support experience. Faster support response times. Dedicated cues of folks that are our very best that are set up to serve these customers." And with the Michigan survey showing that decline in consumer satisfaction, what are you doing to address those consumers? "Well, if you study that, what you'll see is a very small sample size and even the professor indicates it's not indicative of the whole market. But if you look at a broad, cross section of surveys, Dell consistently is in the top rank or the leadership position." Is there anything you need to do to address that? "There's always things that we want to do to improve the level of service we're providing to our customers. So, those are ongoing."

Dell is out with a new music player…the 99 dollar DJ Ditty. It uses flash memory….but isn't as flashy as Apple's iPod Nano. While Michael Dell acknowledges Apple has done a good job capturing three quarters of the market…

"We're hearing from a number of users that the kind of experience issues you have when you software in a proprietary context and try to use it in a broader environment, that's creating an alternative market. Customers want to be able to use their music across a variety of players."

Dell Chairman Michael Dell. Bloomberg Boot Camp, I'm Fred Fishkin.