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.

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 ...

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 ...

Thanks to social media, consumers have a voice like never before. In the past, when your customers wanted to discuss a product or service issue, they’d dial your call center and the problem would be ...

I’ve been living vicariously through Steve Seto, a Tablet PC MVP and GBM forum member, who recently became a proud owner of a Dell Latitude XT Tablet PC. In this forum thread, Steve has been ...

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 ...

Dell is getting an earful this week. My hat is off to them. All Dell participants showed up eager to hear first-hand what real customers are experiencing—the good, the bad and the ugly. Why did Dell ...

A Web site set up by PC maker Dell Inc. to help customers recover from malicious software and other computer maladies may have been hijacked for a few weeks this summer by people who specialize in ...

Tech-support scams, in which fraudsters pose as computer technicians who charge hefty fees to fix non-existent malware infections, have been a nuisance for years. A relatively new one targeting Dell ...