This came in one of my newsletters today.
Haven't heard of the feedback website mentioned here.
Personally I think that Dell is just treading water until they restore
competent tech support.

Every complaint should have an ID attached  and someone immediately
responsible for timely resolution. Sure this costs money, but so do
lost sales. -millions of dollars for sure.

For a positive example:
I had trouble installing WinXp on my old BX motherbd computer. Called
Microsoft-its free for install problems. While we never could resolve
all the problems, MS techs just wouldn't give up. They emailed me
incessantly. If I was slow to respond they emailed again. They
escalated the process. Finally when I'd had enough ,I had to tell them
three times to give it a rest & I'd live with it.

==== IN THE NEWS ================================

Dude, Dell's Turning it Around

  by Paul Thurrott, thurrott@windowsitpro.com

Dell this week unveiled a line of colorful new consumer-oriented
notebooks. Why is this news? For the past year, the PC giant has been
pummeled by customer service disaster stories, quality control
problems, lengthening PC build times, and an assortment of financial
and market share problems. Once the largest PC company on earth, Dell
has fallen to number two behind rival HP, and it has dramatically
altered its strategy and even begun selling some PCs through retail
outlets. A few months ago, Dell ousted its CEO and returned founder
Michael Dell to the top decision-making role in the company.

What Mr. Dell has done so far may seem somewhat obvious, but it's
working: The company has established a customer feedback site, asked
its customers what they'd like to see changed at the company, then
implemented the most popular of those changes, one after the other.
The colorful new laptops are just the latest in a long list of
examples of Dell delivering what its customers have requested. And
although most companies can claim to be customer-centric, Dell's moves
in recent months are transparent and obvious in their zeal to meet
customer needs.

The colorful new laptops are part of Dell's consumer-oriented line of
Inspiron products, which typically make up only 15 percent of the
company's sales. The goal here, obviously, is to increase that number,
and when you combine these brightly hued machines with Dell's recent
move into the feel-it-touch-it world of retail, you can see exactly
where this is heading. The new Inspiron 1420 notebook comes in three
sizes and eight colors, including some bolder and stylish choices such
as hot pink and espresso brown. They should appeal to a growing
audience of customers who value personal style as much as technology.