More Than a Million Served! DellConnect Remote-Assistance Tool Tops Major Milestone, Company Announces New Ad Campaign to Further Explain Features to Customers

Dell's new remote troubleshooting tool, DellConnect, has toppedthe one million mark in customers served, with nearly 95 percentsaying it made problem solving easier and that they would recommend itto others.

DellConnect has grown dramatically since the technology wasbroadly made available to Dell's U.S. consumer and small-businessservice agents earlier this year. Global rollout of DellConnect is onschedule, with more than 16,000 Dell service agents currently usingthe tool in as many as 47,000 sessions per week.

The company also announced a new advertising campaign supportingDellConnect. The commercial -- part of the company's "Purely You"initiative -- shows the ease of use and benefits of aremote-diagnostics tool like DellConnect. It began airing in theUnited States today. The commercial and more information on theoverall campaign can be found at http://www.dell.com/you.

"The quick adoption shows there's really been a void in companiesproviding easy and cost-effective tech support for home computerusers," said Ro Parra, senior vice president, Dell Home and SmallBusiness Group. "While other companies often charge for services likethese -- or force customers to bring machines into stores -- weinclude DellConnect service with every Dimension desktop and Inspironnotebook we sell.

"This tool is one example of the innovation we're applying toensure our leadership position in customer service," Mr. Parra added."It's also one part of an overall investment in customer experiencethat is more significant than what anyone else in the industry ismaking."

With the customer's permission, DellConnect enables a tech-supportagent to remotely connect to and troubleshoot a system via ahigh-speed broadband connection. It has proven effective in solvingcommon problems such as software and maintenance issues, as well asinstalling the right settings, or software "drivers" for runningprinters, cameras and other gadgets.

There is no additional charge to Dell customers when DellConnectis used to fix issues covered by the hardware warranty for Inspironnotebooks and Dimension desktops.

DellConnect is part of the more than $100 million the company isinvesting to improve customer service. Other initiatives includehiring more than 2,000 sales and support staff and retraining morethan 5,000, adding or expanding 10 call centers, simplifying thepricing structure and promotional offers among many others. Theinvestments are beginning to pay off. Mr. Parra said internal datashows improvements in hold times and customer satisfaction ratings,among other key metrics.

More information on DellConnect is at www.dell.com/dellconnect.

About Dell

Dell Inc. (NASDAQ:DELL) listens to customers and deliversinnovative technology and services they trust and value. Uniquelyenabled by its direct business model, Dell sells more systems globallythan any computer company, placing it No. 25 on the Fortune 500.Company revenue for the past four quarters was $56.7 billion. For moreinformation, visit www.dell.com. To get Dell news direct, visitwww.dell.com/RSS.

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