Michael, this may be true, but the decisions being made lately have been a bit off. I believe today's Dilbert comic sums it up nicely related to your recent changes to ITAS: http://www.dilbert.com/strips/comic/2012-02-19/ Remember this - do not bite the hand that feeds you.
It's about time! I've been wondering when Dell would diversify into the software industry for a while. I think it's a welcome step forward as software is too crucial to ignore since it plays such a huge part in today's digital (and most importantly, mobile) systems.
I feel that Dell has outgrown itself and is no longer capable of providing either quality of product and service like it has in past decades. I have been using Dell products for probably 15 years and due to the quality issues and failure of warranty/service resolutions will phase them out now as they need replacement. Shame, really.
Bernd have you spoken to a tam? Dell has a dedicated team that listens to its customers complaintS. Then changes company policy to improve quality in service. They also survey its support cases to improve customer service. Whatever the issue, we care and want you as our customer. Let me know how we can do that. Email email@example.com.