The papers were part of
a lawsuit by Advanced Internet Technologies that was settled in September without the terms of the agreement being disclosed. The Times fought for access to the documents that had remained
under seal.
Internal Dell presentations suggested that employees "Don't bring this to customer's attention proactively" and "emphasize uncertainty." A sample Q&A distributed to
employees included obfuscations such as: "Why has Dell not taken a more proactive approach to rectifying the issue? Our approach to this issue delivers the best customer experience because it
minimizes disruption."
Dell says this is all old hat and that it has improved its method of dealing with these types of problems.
advertisement
advertisement
Test