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Dell

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This article is about the corporation Dell, Inc. For other topics, see Dell (disambiguation).
Dell Incorporated
Company typePublic (Nasdaq: DELL SEHK: 4331)
IndustryTechnology
FoundedAustin, Texas (November 4,1984) (as "PC's Limited")
HeadquartersRound Rock, Texas
 United States
Key people
Michael Dell, founder, Chairman and CEO
Don Carty, CFO
ProductsDesktops
Servers
Notebooks
Peripherals
Printers
RevenueIncrease$57.095 billion USD (2007)[1]
Decrease$3.1 billion USD (2007)[1]
Decrease$2.6 billion USD (2007)[1]
Number of employees
95,000 (worldwide)[2]
SubsidiariesAlienware, ASAP Software, Equallogic
Websitewww.dell.com

Dell Inc. (Nasdaq: DELL SEHK: 4331), an American technology company based in Round Rock, Texas, develops, manufactures, sells, and supports personal computers, servers, data storage devices, network switches, personal digital assistants (PDAs), software, televisions, computer peripherals, and other technology-related products. As of 2008, Dell employed more than 95,000 people worldwide.

Dell grew through the 1980s and 1990s to become at one stage the largest seller of PCs and servers. It currently holds the third spot in the computer industry behind Hewlett Packard and Acer Inc.

In 2006, Fortune magazine ranked Dell as the 25th-largest company in the Fortune 500 list, 8th on its annual Top 20 list of the most-admired companies in the United States. In 2007 Dell ranked 34th and 8th respectively on the equivalent lists for the year. A 2006 publication identified Dell as one of 38 high-performance companies in the S&P 500 which had consistently out-performed the market over the previous 15 years.[3]


Products

A typical Dell-based home workstation: note the black flat-screen monitor and black tower.

Scope and brands

The corporation markets specific brand names to different market segments:

  • Business Class: including OptiPlex, Latitude, and Precision, where the company's advertising emphasizes long life-cycles, reliability and serviceability:
  • Home/Consumer Class: including Inspiron, and XPS brands, emphasizing value, performance and expandability:
  • Inspiron - consumer desktop and notebook systems
  • XPS - enthusiast and high-performance desktop and notebook systems
  • Alienware (XPS Extreme) - high-performance gaming systems
  • Peripherals: Dell has also diversified its product line to include peripheral products such as USB keydrives, LCD televisions, and printers.
  • Services and support:
  • Dell On Call - extended support services (mainly for the removal of spyware and computer viruses)
  • Dell Solution Center - extended support services similar to Dell On Call for EMEA customers.
  • Dell Business Support - a commercial service-contract that provides an industry-certified technician with a lower call-volume than in normal queues; it covers hardware and some software support.

Dell also offers Red Hat and SUSE Linux for servers; as well as "bare-bones" computers without pre-installed software (available on n Series by default and by request on XPS and Inspiron systems) at significantly lower prices. Due to Dell's licensing contract with Microsoft, Dell cannot offer those systems on their website and customers have to request them explicitly. Dell has to ship such systems with a FreeDOS disk included in the box and must issue a so-called "Windows refund" or a merchandise credit after sale of the system at the "regular" retail price.

  • Discontinued products/brands:

Manufacturing

Dell has a general policy of manufacturing its products close to its customers, implementing Just-in-Time (JIT) manufacturing. Assembly of desktop computers for the North American market takes place at Dell plants in Lebanon, Tennessee, Austin, Texas, and Winston-Salem, North Carolina[citation needed]; with servers built in Austin, Texas.

Dell assembles computers for the EMEA market at Limerick in the Republic of Ireland, and employs about 4,500 people in that country. European Manufacturing Facility 1 (EMF1, opened in 1990) and EMF3 form part of the Raheen Industrial Estate near Limerick. EMF2 (previously a Wang facility, later occupied by Flextronics, situated in Castletroy) closed in 2002,[citation needed] and Dell Inc has consolidated production into EMF3 (EMF1 now contains only offices[5]). Construction of EMF4 in Łódź, Poland has started, with production planned to start there in autumn 2007.[6]

Dell's assembly-plants in China and Malaysia assemble 95% of Dell notebooks. Dell Inc has invested an estimated 60 million US Dollars in a new manufacturing unit in Chennai, India, to support the sales of its products in the Indian subcontinent. Indian-made products will bear the "Made in India" mark on them. In 2007 the Chennai facility has the target of producing 400,000 desktop PCs, and in the later half of 2007 it will start producing notebook PCs and other products.[citation needed]

Dell has a Brazilian plant in the city of Eldorado do Sul, close to the state capital Porto Alegre, in the state of Rio Grande do Sul — that assembles the PowerEdge server line.[7]

Technical support

Levels

Dell routes technical support queries according to component-type and to the level of support purchased. Dell Inc brands its service agreements at four levels:[8]

  • Basic support provides business-hours telephone support and next business-day on-site support.
  • Silver support provides 24×7 telephone support and 4-hour on-site support after telephone-based troubleshooting.
  • Gold support provides additional benefits over and above Silver support, including: customer-declared severity; priority access to support; expedited escalation of support; 4-hour on-site support in parallel with telephone-support.
  • Platinum Plus support provides additional benefits to Gold Support, including: performance benchmarking; real-time tracking; custom planning and reporting; a dedicated technical account-manager.

On 4 February 2008 Dell launched a revamped services-and-support scheme for businesses named "ProSupport", offering customers more options to tailor services to fit their needs. Rather than take a one-size-fits-all approach, Dell has put together packages of options for each category of its customers: small and medium-sized businesses, large businesses, government, education, and health-care- and life-sciences.

Dell now offers separate support options for IT staff and for non-IT professionals. For the latter, the company offers "how-to" support for software applications, such as Microsoft Office. Dell also offers collaborative support with many third-party software vendors. For IT departments, Dell offers "fast-track dispatch" of parts and labor and access to a crisis-center to handle major outages, virus-attacks, or problems caused by natural disasters.

Besides offering response-options for handling problems, Dell has launched "Proactive Maintenance", which offers assessment and recommendations for updating drivers and firmware and for the application of customer-approved patches and system-updates. Dell also offers assessment-services for storage area networks, as well as for Dell's computing hardware.

The new offerings replace Dell's tiered services-structure in which customers could choose from a variety of service levels, such as platinum, gold, or silver. The latest system takes a more customizable approach to support.

Service Tags

Dell associates a Service Tag, a unique alpha-numeric identifier, with most of its products, which resembles a serial number. The Service Tag number, represented in base 36, has a length of five or seven characters. Software can read the Service Tag in a computer's DMI table. Monitors bought as part of a computer system get support via the Service Tag of the computer. Monitors bought separately get support via the Dell Order Number or via the monitor's serial number.

Dell links its Service Tags to Express Service Codes, usually found together with the service tag on a sticker physically attached to a system. The Express Service Code, a purely numerical conversion of the service tag, serves for use in Dell's trunkline for routing a customer to the appropriate phone-technician.

DellConnect

The DellConnect program, a remote-access tool, gives technicians within Dell Support the ability to access customer computers from a remote location for troubleshooting purposes. By using this tool, support technicians can analyze the configuration of a computer system, view and edit its files and software environment, view and comment on the screen, or take control of the computer system (with the customer's approval) to carry out troubleshooting.

As of 2007 Dell Inc replaced its proprietary remote-access tool with the newer DellConnect 2.0 manufactured by Citrix. After going to the website, the customer simply runs this software, which can permit a support technician to view and work on their computer from a remote location; including the ability to reboot the computer remotely and continuing the same session, to share clipboards, and to redirect the customer to a specific website.

World-wide technical support

In the Americas, Dell has Customer Contact Centers in Edmonton, Alberta; Ottawa, Ontario; Central Texas; Salt Lake City, Utah; Nashville, Tennessee; Chesapeake; Twin Falls, Idaho; Oklahoma City, Oklahoma; San Salvador, El Salvador; as well as in Glace Bay, Nova Scotia; Panama City, Panama and Tampa, Florida.

In the Asia-Pacific region Dell provides customer support from Pasay City and Quezon City, Philippines; Penang, Malaysia; and Xiamen and Dalian, China.

In India, Dell has customer support centers in the northern cities of Gurgaon and Mohali; and in the southern cities of Hyderabad and Bangalore.[9]

On January 31, 2008 Dell announced that it will be closing its call centre in Edmonton, Alberta effective May 02, 2008 laying off over 900 workers and abandoning the sweetheart deal it had agreed to with the city of Edmonton.

Criticism

Dell technical support often finds itself under criticism. In 2006 The New York Times published a humorous review of the company's situation in an article by David Pogue. Pogue lamented the difficulties customers face when attempting to reach tech-support by phone. "When you are ready to MAKE THE CALL", he wrote, "go to the bathroom, take an aspirin, get a book or crossword, stock up on water and nibbles (preferably ones with high sugar content and no nutritional value; Twinkies are good)".[10]

Because Dell routes its basic consumer telephone technical-support for customers to sites outside the United States in order to save[citation needed] on its bottom line, some customers connect with technicians whom they may find difficult to understand, who do not receive US levels of payment, who work in understaffed facilities[citation needed], and who lack some qualifications[citation needed]. Dell employees follow strict rules[citation needed] and the company expects[citation needed] them each to handle each call in a very short amount of time.

See also the general Dell#Criticism section.

Commercial aspects

Traditional business model

Traditionally, Dell has sold all its products — whether to end-use consumers or to corporate customers — using a direct-sales model via the Internet and the telephone-network. Dell maintains a negative cash conversion cycle through use of this model: in other words, Dell Inc. receives payment for the products before it has to pay for the materials. Dell also practises just-in-time (JIT) inventory-management, profiting from its attendant benefits. Dell's JIT approach utilizes the "pull" system by building computers only after customers place orders and by requesting materials from suppliers as needed. In this way Dell mirrors Toyota by following Toyota Way Principle #3 ("Use 'pull' systems to avoid overproduction"). Since the days of the original dominance of telephone-ordering, the Internet has significantly enhanced Dell’s business-model, making it easier for customers and potential customers to contact Dell directly. This model also has enabled Dell to provide very customizable systems at an affordable rate, since Dell's manufacturing arm builds specifically for each customer. Other computer-manufacturers, including Gateway and Hewlett-Packard, have attempted to adapt[citation needed] similar business-models, but due to timing and/or retail-channel pressures[citation needed] they have not achieved the same results as Dell.

Dell has also sold at retail, as explained in the "Marketing" section of this article.

Organization

A Board of Directors of nine people runs the company. Michael Dell, the founder of the company, serves on the board. Other board members include Don Carty, William Gray, Judy Lewent, Klaus Luft, Alex Mandl, Michael A. Miles, and Sam Nunn. Shareholders elect the nine board members at meetings, and those board members who do not get a majority of votes must submit a resignation to the board, which will subsequently choose whether or not to accept the resignation. The board of directors usually sets up five committees which have oversight over specific matters. These committees include the Audit Committee, which handles accounting issues, including auditing and reporting; the Compensation Committee, which approves compensation for the CEO and other employees of the company; the Finance Committee, which handles financial matters such as proposed mergers and acquisitions; the Governance and Nominating Committee, which handles various corporate matters (including nomination of the board); and the Antitrust Compliance Committee, which attempts to prevent company practices from violating antitrust laws.

The corporate structure and management of Dell extends beyond the board of directors. The Dell Global Executive Management Committee sets the strategic direction for how the corporation keeps customers at the forefront, from designing and manufacturing computer systems to offering products that meet customers' requirements to providing sufficient service and support. Dell has regional senior vice presidents for countries other than the United States, including David Marmonti for EMEA and Stephen J. Felice for Asia/Japan. As of 2007, other officers include Martin Garvin (senior vice president for worldwide procurement) and Susan E. Sheskey (vice president and chief information officer).

Marketing

Dell advertisements have appeared in several types of media including television, the Internet, magazines, catalogs and newspapers. Some of Dell Inc's marketing strategies include lowering prices at all times of the year, offering free bonus products (such as Dell printers), and offering free shipping in order to encourage more sales and to stave off competitors. In 2006, Dell cut its prices in an effort to maintain its 19.2% market share. However, this also cut profit-margins by more than half, from 8.7 to 4.3 percent. To maintain its low prices, Dell continues to accept most purchases of its products via the Internet and through the telephone network, and to move its customer-care division to India and El Salvador.[11]

A popular United States television and print ad campaign in the early 2000s featured the actor Ben Curtis playing the part of "Steven", a lightly mischievous blond-haired kid who came to the assistance of bereft computer purchasers. Each television advertisement usually ended with Steven's catch-phrase: "Dude, you're gettin' a Dell!"

A subsequent advertising campaign featured interns at Dell headquarters (with Curtis' character appearing in a small cameo at the end of one of the first commercials in this particular campaign).

A Dell advertising campaign for the XPS line of gaming computers featured in print in the September 2006 issue of Wired Magazine. It used as a tagline the common term in Internet and gamer slang: "FTW", meaning "For The Win". However, Dell Inc. soon dropped the campaign.

In the first-person shooter game F.E.A.R. Extraction Point, several computers visible on desks within the game have recognizable Dell XPS model characteristics, sometimes even including the Dell logo on the monitors.

In 2007 Dell switched advertising agencies in the US from BBDO to Mother.[citation needed] In July 2007, Dell released new advertising created by Mother to support the Inspiron and XPS lines. The ads featured music from the Flaming Lips and Devo who re-formed especially to record the song in the ad "Work it Out".

Dell kiosks

Dell Direct Store, Brisbane, Queensland

Starting in 2002, Dell opened kiosk locations in shopping malls across the United States in order to give personal service to customers who preferred this method of shopping to using the Internet or the telephone-system. Despite the added expense, prices at the kiosks match or beat prices available through other retail channels. Starting in 2005, Dell expanded kiosk locations to include shopping malls across Australia, Canada, Singapore and Hong Kong.

On January 30 2008 Dell shut down all 140 kiosks in the US due to expansion into retail stores such as Wal-Mart, Best Buy, and Staples.

Dell stores in the U.S.

In 2006 Dell Inc. opened one full store, 3,000-square-foot in area, at NorthPark Center in Dallas, Texas. It operates the 3,000-square-foot retail outlet seven days a week to display about 36 models, including PCs and televisions. As at the kiosks, customers can only see demonstration-computers and place orders through agents. Dell then delivers purchased items just as if the customer had placed the order by phone or over the Internet.

Dell Inc planned to use the Dallas store to house about three times as many products as it displayed in more than 160 kiosks in malls and airports.[citation needed] In addition to showcasing products, the stores also support on-site warranties and non-warranty service ("Dell on Call"). Services offered include repairing computer video-cards and removing spyware from hard drives.

Retail in the U.S.

In the early 1990s, Dell also sold its products through Best Buy, Costco and Sam's Club stores in the United States. Dell stopped this practice in 1994, citing low profit-margins on the business. In 2003, Dell briefly sold products in Sears stores in the U.S. In 2007, Dell started shipping its products to major retailers in the U.S. once again, starting with Sam's Club and Wal-Mart. Staples, the largest office-supply retailer in the U.S., and Best Buy, the largest electronics retailer in the U.S., became Dell retail partners later that same year.

Retail in Canada

As of the end of February 2008, Dell products shipped to one of the largest office-supply retailers in Canada, Staples Business Depot.

Direct retail in Eastern Europe

Since some shoppers in certain markets show reluctance to purchase technological products through the phone or the Internet, Dell has looked into opening retail operations in some countries. In April 2007, Dell opened a retail store in Budapest. In October of the same year, Dell opened a retail store in Moscow.

Retail in the UK

Since December 2007 HMV's flagship Trocadero store has sold Dell XPS PCs. From January 2008 the UK stores of DSGi have sold Dell products (in particular, through Currys and PC World stores). {As of 2008]] the large supermarket-chain Tesco sold Dell laptops and desktops in stores throughout the UK.

Environmental sensitivity

Dell became the first company in the information technology industry to establish a product-recycling goal (in 2004) and completed the implementation of its global consumer recycling-program in 2006.[12] On February 6, 2007, the National Recycling Coalition awarded Dell its "Recycling Works" award for efforts to promote producer responsibility.[13] On July 19, 2007, Dell announced that it had exceeded targets in working to achieve a multi-year goal of recovering 275 million pounds of computer equipment by 2009.[14] The company reported the recovery of 78 million pounds (nearly 40,000 tons) of IT equipment from customers in 2006, a 93-percent increase over 2005; and 12.4% of the equipment Dell sold seven years earlier.[15]

On June 5, 2007, Dell set a goal of becoming the greenest technology company on Earth for the long term. The company launched a zero-carbon initiative that includes:

  1. reducing Dell's carbon intensity by 15 percent by 2012
  2. requiring primary suppliers to report carbon emissions data during quarterly business reviews
  3. partnering with customers to build the "greenest PC on the planet"
  4. expanding the company's carbon-offsetting program, "Plant a Tree for Me".

The company introduced the term "The Re-Generation" during a round table in London commemorating 2007 World Environment Day. "The Re-Generation" refers to people of all ages throughout the world who want to make a difference in improving the world's environment. Dell also talked about plans to take the lead in setting an environmental standard for the "technology industry" and maintaining that leadership in the future.

Competition

Dell's major competitors include Apple, Hewlett-Packard (HP), Sun Microsystems, Gateway, Lenovo, Sony, Acer, Toshiba and Asus. Dell and its subsidiary, Alienware, compete in the enthusiast market against Falcon Northwest, Voodoo PC (a subsidiary of HP), and other manufacturers. In the second quarter of 2006 Dell had between 18% and 19% share of the worldwide personal computer market, compared to HP with roughly 15%. By leveraging its business-model, Dell attempts to undercut competitors and offer customers a more attractive choice of personal computers and other equipment.

Dell in late 2006 lost its lead in the PC-business to Hewlett-Packard. Both Gartner and IDC estimated that in the third quarter of 2006, HP shipped more units worldwide than did Dell. Dell's 3.6% growth paled in comparison to HP's 15% growth during the same period. The problem got worse in the fourth quarter, when Gartner estimated that Dell PC shipments declined 8.9% (versus HP's 23.9% growth). As a result, at the end of 2006 Dell's overall PC market-share stood at 13.9% (versus HP's 17.4%).

IDC has also reported that Dell lost more server market share than any of the top four competitors in that arena. IDC's Q4 2006 estimates show Dell's share of the server market at 8.1%, down from 9.5% in the previous year. This represents a 8.8% loss year-over-year, primarily to competitors EMC and IBM.[16]

  • In 2005, Dell began the construction of a facility in Winston-Salem, North Carolina.[17] Many claims emerged that Dell had used unfair practices to obtain huge incentives.[18]

Dell Inc. fought a lawsuit which the court system later dismissed.[19]

  • In October 2005, Dell filed a lawsuit in a Paris court to sue Menorca-based independent website-designer Paul Dell "Dellimages" for engaging in “parasitism and unfair competition”. This related to his company website "DellWebsites".
  • On January 31, 2007, some shareholders filed a lawsuit accusing Dell and Intel of conspiring, and accusing Dell executives (including Michael Dell) of options-backdating and of propped financial reports. Specific allegations claimed that:
    • Dell had received kickbacks from Intel to maintain Intel exclusivity
    • Dell had used the funds to prop up its sales-figures
    • Dell reduced the period and scope of its warranties and cut corners on manufacturing and testing in order to funnel additional funds to sales; causing the stock-price to inflate to around $40 per share
    • once stock-prices had peaked, several Dell executives, including Michael Dell, sold massive amounts of their personal stock-holdings to benefit from the artificially inflated stock-price
  • On February 8, 2007, seven current and former workers at a call-center in Roseburg, Oregon sued the computer-maker, saying the company worked its sales reps "off the clock", failed to provide proper rest-breaks and improperly recorded their lunch-periods.[20] Moves have begun to turn the case into a class action. Dell closed down the facility at Roseburg, Oregon on August 2, 2007 without any warning to employees.[21] The facility had consisted of computer and electronics sales-agents (other call-centers absorbed these jobs) and of customer-service representatives (whose jobs Dell outsourced to a facility in El Salvador).
  • In March 2007 an article titled "Computer Giant Faces Consumer Lawsuit Consumers Allege They Didn't Get the Tech Support They Paid For" appeared on an ABC News website.[22] "Part of the suit claims that though Dell gave the impression of an "award-winning service" available to consumers "24 hours a day, seven days a week", consumers faced "nightmarish obstacles" to get help and technical service for their computers. New York Attorney General Andrew Cuomo said that New York had received 700 complaints about Dell — more than the number of complaints for any other related subject.
  • In May 2007, Andrew Cuomo filed a lawsuit against Dell for "false advertising and deceptive business practices, including offering misleading financing, and failing to honor rebates, warranties and service contracts." [1] Dell spokesman Bob Pearson portrayed the lawsuit as based on only a small portion of Dell's customers and as in no way reflecting the way the company treats its customers. Dell's hardware-warranty contract says that customers must troubleshoot over the phone — including possibly opening the computer — before Dell will send a technical service provider to replace a part.

SEC investigation

On August 17 2007, the company announced that after an internal investigation into its accounting practices[23] it would restate and reduce earnings from 2003 through to the first quarter of 2007 by a total amount of between $50 million and $150 million, or 2 cents to 7 cents per share.

The investigation, begun in November 2006, resulted from concerns raised by the U.S. Securities and Exchange Commission over some documents and information that Dell Inc. had submitted.[24]

Criticism

In the 1990s Dell switched from using primarily ATX motherboards and PSU to using boards and power-supplies with mechanically-identical but differently-wired connectors. This meant customers wishing to upgrade their hardware could encounter unforseen problems. However, company practice in this respect changed in 2003.[25][26]

In 2005, according to the Better Business Bureau, complaints about Dell more than doubled, to 1,533 after earnings grew 52% that year.

Consumer complaints about the quality of customer-service mounted, and in 2006, Dell acknowledged that it had problems with customer-service. Issues included call transfers[27] of more than 45% of calls and long wait-times. Dell's blog detailed the response:[28] "We’re spending more than a $100 [sic] million — and a lot of blood, sweat and tears of talented people — to fix this." Later in the year, the company increased its spending on customer-service to $150 million.[29]

Citations

References

Footnotes

  1. ^ a b c "Form 10-K". Dell Inc., United States Securities and Exchange Commission. 2007-10-30. Retrieved 2007-12-25. For the fiscal year ended: February 2, 2007
  2. ^ Dell at a Glance - Company Facts
  3. ^ Mark L. Frigo, Belvard E. Needles and Marian Powers: "Strategy and Integrated Financial Ratio Performance Measures: Further Evidence of the Financial Performance Scorecard and High Performance Companies". Studies in Managerial and Financial Accounting Volume 16, (2006).
  4. ^ Direct2Dell.com
  5. ^ http://www.blythe.org/nytransfer-subs/2000ire/IEP:_The_IE_Professional_No.250_5-17
  6. ^ http://www1.euro.dell.com/content/topics/topic.aspx/emea/corporate/pressoffice/2006/uk/en/2006_09_18_brk_000?c=uk&l=en&s=corp
  7. ^ http://www.dell.com/content/topics/global.aspx/corp/pressoffice/en/2001/2001_02_19_pa_000?c=us&l=en&s=corp
  8. ^ Dell support levels
  9. ^ http://ipcommunications.tmcnet.com/news/2006/10/06/212847.htm
  10. ^ http://www.nytimes.com/2006/02/22/technology/circuits/23POGUE-EMAIL.html
  11. ^ http://www.dell.com/content/topics/global.aspx/corp/pressoffice/en/2007/2007_03_20_ndi_000?c=us&l=en&s=corp
  12. ^ http://www.socialfunds.com/news/article.cgi/1421.html
  13. ^ http://www.nrc-recycle.org/recyclingworkswinners.aspx - National Recycling Coalition
  14. ^ http://biz.yahoo.com/ap/070719/tx_dell_recycling.html?.v=1
  15. ^ http://www.dell.com/content/topics/global.aspx/corp/pressoffice/en/2007/2007_07_19_rr_001?c=us&l=en&s=corp Dell Inc.
  16. ^ http://yahoo.reuters.com/news/articlehybrid.aspx?storyID=urn:newsml:reuters.com:20070312:MTFH05034_2007-03-12_21-17-33_N12385967&type=comktNews&rpc=44
  17. ^ http://www.findarticles.com/p/articles/mi_m0EIN/is_2005_Oct_25/ai_n15732802
  18. ^ http://www.theregister.co.uk/2005/06/23/dell_nc_suit
  19. ^ http://www.newsobserver.com/104/story/438280.html
  20. ^ http://atwork.blogs.oregonlive.com/uploads/487501-dellsuit.pdf
  21. ^ http://www.oregonnews.com/article/20070803/NEWS/70803011
  22. ^ http://abcnews.go.com/GMA/Technology/story?id=3179394&page=1
  23. ^ Lipton, Joshua (2007-08-17). "Dell's Investigation Comes To a Close". Forbes. Retrieved 2007-08-19.
  24. ^ Darlin, Damon (2006-11-16). "Dell Accounting Inquiry Made Formal by S.E.C." The New York Times. Retrieved 2007-08-19.
  25. ^ http://www.informit.com/articles/article.aspx?p=339053
  26. ^ Mueller, Scott. Upgrading and Repairing PCs, 13ed, Indianapolis: Que Publications, 2002, ISBN 0789725428, and subsequent editions
  27. ^ http://www.businessweek.com/technology/content/jun2006/tc20060612_046085.htm
  28. ^ http://www.direct2dell.com/one2one/archive/2006/07/13/433.aspx
  29. ^ http://money.cnn.com/magazines/fortune/fortune_archive/2006/09/18/8386121/index.htm

See also

Wikimedia Commons has media related to Dell.

Official sites

Customer-complaints

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