Lizidian
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As if Dell didn't have enough customer satisfaction issues to worry about. Now, the leading PC maker has disclosed that it will recall more than 4 million notebook computer batteries.
The recall, one of the largest in the history of the U.S. Consumer Product Safety Commission, couldn't have come at a worse time.
According to a closely watched annual study by the University of Michigan, Dell's efforts to improve service, which it only recently acknowledged publicly was inadequate, appear to be paying off.
That progress is a key part of a long-awaited turnaround at the world's largest PC maker, which is struggling with a host of problems, including sluggish sales growth in its core businesses.
But any goodwill that Dell has won in recent months could be short-lived. Its customer service is about to be tested: The company will recall about 4.1 million lithium-ion notebook batteries because they could overheat and pose a fire hazard.
A Dell spokesman says the company will post instructions for returning batteries on its Web site. But many consumers are likely to call Dell with questions or complaints. The Dell spokesman says the cost of recalling the batteries, which were made for Dell by Sony, will be "immaterial."
The recall, one of the largest in the history of the U.S. Consumer Product Safety Commission, couldn't have come at a worse time.
According to a closely watched annual study by the University of Michigan, Dell's efforts to improve service, which it only recently acknowledged publicly was inadequate, appear to be paying off.
That progress is a key part of a long-awaited turnaround at the world's largest PC maker, which is struggling with a host of problems, including sluggish sales growth in its core businesses.
But any goodwill that Dell has won in recent months could be short-lived. Its customer service is about to be tested: The company will recall about 4.1 million lithium-ion notebook batteries because they could overheat and pose a fire hazard.
A Dell spokesman says the company will post instructions for returning batteries on its Web site. But many consumers are likely to call Dell with questions or complaints. The Dell spokesman says the cost of recalling the batteries, which were made for Dell by Sony, will be "immaterial."
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