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Say That Again

Say That Again

by Mike Masnick


Filed Under:
consumers, michael dell

Companies:
dell



Michael Dell Recognizes Blocking What Customers Want To Protect Your Own Biz Model Is Dumb

from the smart-man dept

There have been lots of different writeups on Michael Dell's recent Churchill Club talk, with most focusing on his trashing of netbooks or talking up Windows 7. But at the end of that article there was something even more interesting, which Derek pointed out to us:

Clark asked Dell about the fact that, through virtualization, many companies end up buying fewer servers, and less hardware in general. "The first thing you have to remember is that any time a new technology comes along that's good for customers, you get in the way of it at your own peril," Dell said.
Indeed. This is a point that so few companies seem to recognize. Instead of focusing on what the customers actually want, they freak out about how it may cause them to sell less of what they currently offer. This is the key in avoiding the innovator's dilemma and marketing myopia. You have to focus on what benefits the customer actually gets -- and if you try and get in the way of that, they'll just go somewhere else instead. But it's so rare to hear execs actually recognize that point -- so, kudos to Michael Dell for acknowledging it.

20 Comments | Leave a Comment..

 
Legal Issues

Legal Issues

by Mike Masnick


Filed Under:
ethernet, innovation, patents

Companies:
3com, acer, apple, asus, dell, fujitsu, gateway, hp, sony, toshiba



Can't Innovate? Litigate! 3Com Goes Patent Lawsuit Ballistic

from the ghosts-of-companies-past dept

Remember back when 3Com was a big innovative company coming up with interesting new products? What happened since then? Well, as we've seen over and over again, once a company runs into trouble continuing to innovate, its last ditch effort to stay in business is to start suing everyone for patent infringement. Step up to the plate, 3Com. The company set up a subsidiary specifically for suing other companies for patent infringement and just sued Acer, Apple, Asus, Dell, Fujitsu, Gateway, HP, Sony, and Toshiba. Oh, and take a guess where this "subsidiary" set up shop? East Texas... of course. All the better to file patent lawsuits apparently...

17 Comments | Leave a Comment..

 
Politics

Politics

by Mike Masnick


Filed Under:
antitrust, eu

Companies:
amd, dell, intel



EU Antitrust Regulator Scolded For Simply Ignoring Evidence In Intel's Favor

from the well-that's-convenient dept

It's no secret that we think that EU antitrust regulators are way too aggressive in pursuing antitrust claims against US tech companies. The EU continues to view market size as a problem, rather than looking as closely at actual anticompetitive behavior. And, now, it's coming out that the EU's antitrust regulators may be so overzealous to take down companies that they'll ignore evidence that goes against their hypothesis. The EU's ombudsman has apparently issued a report scolding EU antitrust regulators for flat-out ignoring evidence from a Dell executive concerning Intel and AMD. The EU, as you probably know, fined Intel €1 billion a few months back, finding that the company had abused monopoly powers to force hardware makers into using its chips. But, the EU's ombud discovered that the antitrust regulators had interviewed Dell execs who said simply that AMD's chips didn't have the performance of Intel chips. In fact, in their tests, AMD's chips were "very poor," so they chose Intel chips entirely on the basis of performance. And... conveniently, the EU's antitrust regulators simply failed to record this info and did not include it in their report. Of course, you can make anyone appear to have violated antitrust rules if you purposely ignore all evidence to the contrary.

34 Comments | Leave a Comment..

 
Legal Issues

Legal Issues

by Mike Masnick


Filed Under:
netbooks, trademark

Companies:
dell, psion



Dell Asks Trademark Gods To Dump Psion's Netbook Mark

from the hope-it-works dept

It looks like the effort to save the "Netbook" name from Psion's rather weak attempt to reclaim the trademark after abandoning it for about six years has picked up some corporate support. Dell has filed a petition with the USPTO, asking it to cancel Psion's trademark, noting (accurately) that Psion hasn't used the mark in commerce for six years and failed to properly defend it, thus effectively giving up the trademark. Psion will undoubtedly fight this, but it's difficult to see why they should be able to keep the trademark on netbooks, considering the company has had nothing to do with the current success of the term.

5 Comments | Leave a Comment..

 
Legal Issues

Legal Issues

by Mike Masnick


Filed Under:
patents, settlements, third parties

Companies:
apple, dell, fedex, microsoft, rim, samsung, spansion, webxchange



Patent Battles Focusing On Third Parties To Push For Settlements

from the trying-to-force-a-settlement dept

Two recent patent battle lawsuits made news this week, and both highlighted one troubling aspect of patent lawsuits: patent holders trying to damage others beyond the company that infringed. Now, before the patent system defenders rush to post angry comments, this is not a new thing. It's been quite common for a while. Nor is it surprising. If you were a patent attorney representing one of these patent holders, you'd probably do the same thing: going after third parties is probably a good strategy to force the other company to settle. However, it does highlight how patent law is used in ways that clearly are outside of its intended purpose. That is, it's being used to punish plenty of innocent third parties by removing innovation from their grasps, rather than encouraging innovation.

The first case involves a patent lawsuit concerning Microsoft's Visual Studio. WebXchange claims it has patents that Visual Studio violates -- but rather than suing Microsoft, WebXchange sued three Microsoft customers, claiming that by using the software, they were violating the patent. This is clearly an attempt to scare Microsoft into settling, out of a fear that other customers won't use Visual Studio to avoid getting sued by WebXchange. Microsoft is fighting back, asking a judge to declare the patents invalid, but in the meantime, WebXchange has been able to drag Microsoft's customers into a patent battle, putting extra pressure on Microsoft to settle.

The second case involves Spansion suing Samsung for patent infringement concerning Samsung's memory chips. In this case, Spansion isn't just going after Samsung, but demanding an injunction that would block US sales of a variety of popular gadgets that use Samsung's memory chips -- including iPods and Blackberries. Once again, while it's unlikely that a court would order such a block, by dragging other companies such as Apple and RIM into the mess, Spansion is abusing the patent system's threat of an injunction to put extra pressure on Samsung to settle.

18 Comments | Leave a Comment..

 
Techdirt

Techdirt

by Mike Masnick


Filed Under:
digital nomads, insight community, whitepaper

Companies:
dell, floor64



World's First Crowdsourced Whitepaper From The Insight Community

from the understanding-digital-nomads dept

Back in August we announced that, via the Insight Community, Dell was sponsoring a series of cases to create a crowdsourced whitepaper about the challenges, from a business and IT perspective, concerning the rise of so-called digital nomads. If you've been a member of the Insight Community, you've no doubt seen the cases. The best results from those cases have been running on a special blog on DigitalNomads.com, creating some really fascinating content. If you haven't been reading it, here's just a small sampling of some of the great posts we've seen:

These are just a few of the examples of the content generated within the Insight Community and then used on the Digital Nomads blog. However, beyond just creating that content, the idea was to take it even further. This content has created a great compendium of knowledge -- building blocks -- for how to get the best out of being, managing or maintaining digital nomads. So, from that core content, we've begun crafting the world's first crowdsourced white paper.

We've been taking much of the early content, and have started to craft articles around it, and then place them in a wiki, to allow anyone to continue contributing and editing the product. The first of those articles, on What It Means To Be A Digital Nomad is now available, so please jump in and add your thoughts. We're also still running more cases on the topic to generate more content, and will be publishing more wiki articles for the whitepaper over the coming weeks. Once we feel the articles are somewhat stable, we'll try to put together a more finished version that can be downloaded as well. Thanks to everyone for participating and we look forward to doing similar projects in the future. If you're interested in sponsoring a similar endeavor, feel free to find out more and sign up to sponsor a case.

4 Comments | Leave a Comment..

 
Predictions

Predictions

by Mike Masnick


Filed Under:
future of storage, storage, techdirt insight community

Companies:
dell, techdirt



Help Define The Future Of Storage With The Techdirt Insight Community And Dell

from the be-smart,-make-money dept

It's been a little while since we last updated you on the Techdirt Insight Community, but there's plenty happening there that you're missing out on, if you're not a member. First, we've put together a site, sponsored by Dell, on The Future of Storage, which is powered by the Techdirt Insight Community. We're building an ongoing conversation around the future direction of the storage market. You can join in the conversation itself just by heading straight to the site and commenting on the posts, but if you have experience with storage area network technology, you should join the community itself and submit your insight on where you think the market is heading. The best insights not only get published to the site, but can earn you quite a bit of money. Basically, you can be smart, earn a bunch of money and get recognition for being smart all in one shot. Tough to beat that.

In the meantime, if storage isn't your thing, there are some other open cases within the Insight Community that may interest you, including ones on helping a major beverage company provide online value to its retail partners, the market for accounting software and a look at what Sales 2.0 might really mean. All Techdirt Insight Community cases work on the same basic premise: be really smart, write up your insights and earn money and reputation. We've got lots more coming from the Insight Community in the next few months, but there's no reason to wait. Join now, be smart and earn some money.

Leave a Comment..

 
Legal Issues

Legal Issues

by Mike Masnick


Filed Under:
amicus brief, bilski, business models, cafc, patents, processes, software

Companies:
accenture, american express, bsa, dell, microsoft, sap



The Case For And Against Software And Business Model Patents

from the and-the-battle-begins dept

Things have been busy, so I haven't been able to add to my ongoing series of posts on intellectual property until now. I've also been working on a post for the series that is a bit involved, which has taken extra time. However, just as I'm working on finishing that up, the various friend of the court briefs on the Bilski case were due, which is a perfect opportunity to discuss the question of business model and software patents. Back in February, we mentioned that the Bilski case was a big deal, as it gave the appeals court that handles patent issues (CAFC) a chance to admit it made a mistake in allowing patents on software and business models. Some of the various individuals and groups who filed briefs have written about them, but Dennis Crouch over at Patently-O has an excellent summary and many of the amici briefs available for download.

As you might imagine, with 30 different amici briefs filed, they represent a wide variety of opinions, with some companies like Accenture and American Express in favor of allowing these patents, and others like IBM and SAP explaining why these patents don't make much sense. Red Hat (expectedly) explained how software patents harm open source development (and how open source shows that patents aren't necessary for software innovation). The group End Software Patents highlighted some ridiculous lawsuits resulting from software patents (and even noted that CAFC's own website violates some software patents). The EFF focused in a bit more on the very specifics of the argument at hand and suggested a three-step litmus test to determine whether an invention is actually technological.

So How Come Software And Business Models Are Patentable In The First Place?

For many years people simply assumed that software and business models weren't patentable. It was pretty well established that patents needed to be tied to a real, tangible technology -- even if there didn't need to be a working model. The courts had recognized for many years that a "process" could be patentable, and that was codified in the law in 1952 by the patent act written by Giles Rich. Rich later went on to serve on CAFC interpreting the very law he had a major hand in writing, almost always in favor of extending what could be patented.

In 1981 the Supreme Court ruled in the Diamond v. Diehr case, saying that the patent office shouldn't dismiss a patent application just because it's software, noting that if it was tied to a technology, then the entire combination of technology and software could be patentable. It made it clear, however, that algorithms, by themselves, were not patentable. That's somewhat problematic, as it assumes a concrete world where the technology and the algorithms aren't mixed together. Following this, most decisions on patents were left to CAFC, who went through a series of cases trying to refine and hone in on what was and was not patentable when it came to software. This went on until 1998 when CAFC decided the State Street case, which basically said both software and business models are patentable -- and that they've always been patentable, quoting a phrase first used in a Congressional report in 1952 that "anything under the sun made by man" is patentable. This statement has all sorts of problems, of course, because when you get into intangible goods and algorithms and business models, it's not always clear if that's something "made by man" or merely an explanation of something that was already there. Either way, the State Street decision opened the floodgates.

Suddenly there was a massive rush to the patent office to apply for both business model and software patents. Researchers, for example noted that from 1995 (before the lower court ruled on State Street) to 2001 (two years after the Supreme Court refused to hear State Street) the number of business method patents grew by nearly 3,000% (yes, 3,000%). Things became even worse because there were so many fewer software and business method patents prior to this case, patent examiners had much less "prior art" to go on. Typically, examiners use things like earlier patents as well as journal articles to determine prior art. But, there weren't patents on earlier software and business models and not many journal articles either. So plenty of bad patents got through. The patent system itself became overwhelmed, and the incentive structure started encouraging examiners to approve patents when it doubt. And that's how we got to some of the mess we're in today.

The Case For Software and Business Model Patents

Let's start with the case being made in favor of such patents. Again, with so many amici, there are a ton of different opinions offered here (and they certainly don't all agree with each other). But the simplest argument being made is reflected in the BSA's opening argument which is the same core defense of the patent system overall. It goes like this: patents are supposed to promote the progress, and we want progress promoted, so of course software and business models should be patentable. This argument, obviously, ignores the question (and all of the evidence) suggesting that patents don't actually promote the progress, but we'll leave that aside for now. Related to this, companies like American Express and Accenture trot out the claim that patents have tremendous beneficial impacts on the economy (again, without proof).

From there, a few of the briefs jump off into claims about how our modern economy is different than in the past. Rather than tangible goods and manufacturing, we're now a society of services and intangible goods, leading to the claim that if patents were helpful in those old days, they should also be extended to this new economy. Regulatory Data Corp. takes this point a step further by claiming in its second argument that "applied economics" is a part of "the useful arts" that are supposed to be protected under patent law. RDC, by the way, also has a bit of fun at the beginning of its brief talking about how its software stops terrorists, hinting at the idea that without patents, the terrorists would win. Many of these briefs also argue on the precedent of prior cases and the idea that creating a specific "exemption" from patentability is a bad thing and would do more harm than good.

Effectively, the arguments are:

  • Innovation is good, patents encourage innovation, therefore, of course patents should apply to software and business models.
  • The world we live in is different than it was in the past. When patents were first conceived of, everything was mechanical and tangible, but the world is different now. This argument, effectively suggests that intangible things (software, business models) don't have any different characteristics than tangible things (which is absolutely incorrect, but it sounds good).
  • Courts have held (and the law has been changed to reflect) that processes can be patented, even if ideas cannot be. Software and business models are processes, not ideas.
  • Anything under the sun made by man can be patented, and software and business models are made by man.
  • Drawing dotted lines about what is and what is not patentable decreases the flexibility of the system and makes it ineffective (which I believe is the strongest argument made in these briefs).

The Case Against Software and Business Model Patents

For folks who read Techdirt and work in the software industry, I'm sure the basics won't come as much of a surprise. The arguments revolve around the fact that you're not supposed to be able to patent an idea -- and then making it clear that software and business models by themselves are really just ideas. They need to be tied to some sort of tangible technology to actually be considered patentable. Microsoft, Dell, Symantec, IBM, SAP and others all make that point. The EFF takes things a bit further to suggest its test for whether or not something is "technological." The EFF also highlights how much harm patents on purely non-technological material may cause -- noting that it limits the normal delivery of important information. The ACLU picks up on this as well, suggesting in its brief that software and business model patents fundamentally run the risk of violating one's First Amendment rights and argues that First Amendment rights should trump patent rights.

Effectively, the arguments are:
  • You cannot patent an idea, and business models and software are really ideas, not technology or processes.
  • There needs to be some actual technology for it to be patentable
  • There is real economic harm being caused by these types of patents
  • Software and business models, due to being intangible, work differently than tangible goods, and therefore do not need patent protection for innovation -- and, in fact, such protection can harm them.
  • The fact that these patents can get in the way of the Freedom of Speech should be a concern
There are many more arguments made within the briefs, and you can dig into them if you'd like -- but I believe that's a decent summary of both sides.

So Should The Court Get Rid Of Software And Business Model Patents?

To be honest, this question is a lot trickier than it sounds at first, and my answer may surprise some people. Part of the issue is how you look at the question being discussed -- and on this I agree with some (though definitely not all) of what Stanford professor Mark Lemley wrote in his brief. While I disagree with the claims in his brief that a loss of these patents would decrease innovation, he does make an important point: the real problem isn't in what's being patented, it's in patents that shouldn't be granted getting approved in the first place. Furthermore, if the court cuts out all software and business models, people will just rewrite their patents in a manner to make it appear as though their business models and software really have a "technology" component. In other words, the real net effect may be meaningless.

He then argues that it doesn't make sense to create a special "exemption" for software and business models. This is the same sort of thing that many others arguing in favor of software and business method patents claim. It's effectively a "why should we carve out a special exemption for these things?" And they're right. We shouldn't carve out a special exemption -- but not for the reasons they think. Carving out an exemption implies that these types of things really do deserve patent protection, except for the fact that they're software or business models. It's granting the premise that they're patentable. That's a problem.

The real issues is that most software and business model patents shouldn't be granted at all in the first place, but not because they're software or business models, but because they don't meet the criteria of what deserves a patent. They are often neither new nor non-obvious to those skilled in the art -- and patents on them most certainly do not promote progress. So there doesn't need to be a special exemption because they already shouldn't qualify for patents.

As anyone who has worked in business or in software knows, both business models and software evolve constantly over time. They are not static at all, but highly dynamic -- often driven by changes in the market. It is that market that forces the innovation to occur, and doing anything to limit the ability for anyone to change or modify their model or software only hinders that innovation. So, there shouldn't be a special "exemption" for these goods -- it should just be recognized that they are unlikely to qualify for patent protection in the first place.

So while I agree that software and business models should not be patentable, the Bilski case worries me somewhat. If the court does effectively create an "exemption" for software and business models, it's setting a dangerous precedent that could be revoked (or gamed). It also could make things worse for all other kinds of patents. Instead, there should be straightforward rules that apply to all patents that determine whether or not an invention meets the basic criteria of being new and non-obvious and whether or not a patent is necessary to promote the progress of that space. With that sort of recognition in place, you don't need a special exemption at all. It would just make it clear that software and business methods would almost never qualify for patent protection in the first place, while also raising questions about the patentability of many other things as well.

So, in the end, I don't think that software and business models deserve patent coverage -- but I worry that the results of the Bilski case could lead to many more problems for the entire patent system by suggesting that software and business methods get "special treatment." In the end, it seems unlikely that the courts are going to see it this way at all, so a decision in Bilski severely limiting software and business method patents may be a short-term solution, but it would really just be a band-aid on a much bigger problem.
Links to other posts in the series:

70 Comments | Leave a Comment..

 
Scams

Scams

by Mike Masnick


Filed Under:
domain kiting, domain names, domain tasting, registrars

Companies:
dell



Dell Sues Cybersquatters For Elaborate Shell Game

from the catch-me-if-you-can.com dept

Hearing stories about cybersquatters taking domains that are confusingly similar to corporate names is nothing new, but a new lawsuit from Dell shows just how far some firms are taking the practice. Dell has sued a group of registrars claiming that they're really a series of shell companies designed to sit on various squatted domains for free. It's no secret that a common practice among domain squatters is to register a domain and put ads on it for a few days to see if it drives any revenue -- and if it doesn't to return the domain within the grace period. We had always heard of this practice as being called "domain kiting," but Dell refers to it (more aptly) as "domain tasting" in its lawsuit. However, what's interesting here is that they're accusing one company of setting up a long series of shell corporations to keep registering the same domain name over and over again -- getting the benefit of the traffic without ever having to pay for the domain name. For example, Dell notes that one company registered "dellfinacncialservices.com" and used it for 5 days (the limit you can go without paying) before abandoning it. However, as soon as it was abandoned, another firm picked up, used it for 5 days and then abandoned it again, only to see another firm immediately pick it up. Basically, they trace a pretty compelling pattern to suggest that this was a coordinated effort, potentially by a single company.

The other interesting part about the lawsuit is that rather than focusing on standard laws having to do with cybersquatting, Dell has gone a step further and is claiming that registering domain names with the Dell name in them is akin to "counterfeiting." That seems like quite a stretch -- and even the legal expert quoted in the article seems to think it's a long shot for Dell to make that argument. If they win on this argument, then it could spell a lot of trouble for people who happen to own domain names that are similar to the names of large corporations. For many years, we've covered the fight between Nissan (the automaker) and Uzi Nissan, the guy who owns Nissan.com (this story is getting some more attention this week, thanks to a Freakonomics post, but the story itself has dragged on for years). Presumably, if Dell wins their case, then Nissan could turn around and accuse Nissan.com of "counterfeiting" and have a pretty strong precedent to back it up.

15 Comments | Leave a Comment..

 
Legal Issues

Legal Issues

by Mike Masnick


Filed Under:
patents, wifi

Companies:
acer, apple, best buy, broadcom, circuit city, dell, intel, lenovo, sony, texas instruments, wi-lan



Wi-LAN Follows New Patent Hoarder Strategy: Sue Everyone All At Once

from the this-is-innovation? dept

Three and a half years ago, I wrote an article about the coming WiFi patent problem, focusing on the Canadian company Wi-LAN who claimed a bunch of patents related to WiFi technology. The company started off by suing Cisco. That lawsuit was eventually settled, but Wi-LAN clearly wasn't done yet. The company has now sued 22 different companies for violating its patents. This strategy seems to be the new strategy of patent holders: sue a ton of high profile companies all at once. It's what Sandisk did for example. Why is it becoming more popular? Because these patent holders are afraid that one of the potential targets might sue them first, seeking a declaratory judgment saying they don't infringe, and do so in a court other than the patent friendly court in Marshall, Texas. Oh yeah, Wi-LAN also notes that it's more economical to sue everyone at once. How nice of them.

Of course, Wi-LAN is hardly the only company that claims patents having to do with WiFi. It's a true patent thicket. If all these patents were actually valid and needed to be licensed no one could afford WiFi and it would be worthless. It's also worth noting that Wi-LAN's target list is somewhat ridiculous as well. It appears to be suing up and down the supply chain from chip suppliers like Broadcom and Intel to computer makers like Apple, Dell, Lenovo and Sony all the way to retailers like Best Buy and Circuit City. Assuming that all are somehow responsible for paying Wi-LAN the company could conceivably get license fees three or four times for the same computer. It's not hard to start adding up the questionable things going on here: (1) broad patents that are claimed to be important for a standard long after that standard has become widespread (2) these patents are one of many, many patents that claim to cover WiFi technology (3) filing the lawsuit against many companies at once (4) filing the lawsuit in east Texas and (5) filing the patents up and down the supply chain. This isn't what the patent system was designed to do and patent attorneys know it.

147 Comments | Leave a Comment..

 
Legal Issues

Legal Issues

by Mike Masnick


Filed Under:
patent trolls, patents, playlists

Companies:
apple, at&t, dell, lenovo, microsoft, napster, real, sprint, toshiba, verizon, viacom



Playlist Patented... Everyone Sued... But Did Apple Pay Up?

from the sounds-like-it dept

A bunch of folks have been submitting the latest story on a patent hoarding firm, Premier International Associates, who appears to have absolutely no other business than getting its hands on questionable, overly broad, obvious patents and then suing everyone possible. In this case, the patent is for the basic concept of a playlist, which can be found just about anywhere. So, it should come as little to no surprise that the list of companies sued is quite long, including: Microsoft, Verizon, AT&T, Sprint, Dell, Lenovo, Toshiba, Viacom, Real, Napster, Samsung, LG, Motorola, Nokia, Sandisk, HP, Acer, Gateway and Yahoo (phew!). That's quite a list, though it's not surprising to see that there are a ton of companies offering software that has a concept so basic and so obvious as a playlist.

However, there is one very interesting point here. Apple is missing from the list. As the folks over at Ars Technica figured out, Premier actually had sued Apple about this same patent back in 2005, but at the same time it was filing all these new patent lawsuits it filed to dismiss the Apple suit, suggesting that Apple most likely paid off the company (perhaps giving it the money needed to suddenly sue every other company in the universe. Apple certainly has a history of doing this. When the company was sued on a rather similar obvious patent on a hierarchical menu-based user interfaces held by Creative, it eventually (after spending some time fighting it) decided to simply pay $100 million to be left alone. Of course, all that did was allow Creative to head out and sue plenty of others. Sound familiar? By settling on these questionable patent claims, all Apple is doing is encouraging more lawsuits of this nature for itself, as well as others.

23 Comments | Leave a Comment..

 
Legal Issues

Legal Issues

by Joseph Weisenthal


Filed Under:
fraud, sarbox

Companies:
dell



Dell's Fraud Report Raises Questions about SarbOx, Earnings

from the just-a-few-pennies dept

This evening, Dell announced the preliminary results of a multi-month investigation into past accounting irregularities. As many had expected, the company revealed that management had deliberately massaged results to hit Wall Street targets. That being said, the total size of the fraud was not particularly significant. Overstating earnings between $50 million - $150 million between 2003-2006 is not all that big for a company as big as Dell. This doesn't excuse what the company did, but it does raise some questions about the incentives facing business managers. In the post-SarbOx era, these kinds of infractions can lead to serious penalties, and yet managers felt it was worthwhile to add a penny here and there in order to satisfy the Street's demands. Not only did SarbOx not do anything to prevent the fraud, but it didn't even prove to be a deterrent. The event should call into question the usefulness of the law, while also reigniting debate about the 'tyranny' of quarterly earnings, which pushes companies to make these choices.

10 Comments | Leave a Comment..

 
Studies

Studies

by Mike Masnick


Filed Under:
customer service

Companies:
dell



Dell Spends $150 Million On Customer Service Improvements... And Its Customer Service Ranking Falls

from the ouch dept

Dell clearly had a pretty major reputation problem when it came to customer service for much of this budding century. Despite problems going back for many years, it took way too long for Dell to admit it had a problem that needed fixing. Unfortunately, whatever it's doing isn't exactly working. John Paczkowski notes that, despite spending $150 million to improve customer service, the latest customer satisfaction rankings from the American Customer Satisfaction Index show Dell dropping 5%. Ouch. While some are reasonably calling the methodology of these rankings into question, that still can't be what Dell hoped to see. Of course, much of the customer satisfaction ratings may be a hangover effect from earlier bad experiences, or the massive publicity around some high profile bad customer service experiences at Dell. If that's the case, though, Dell will probably need to go beyond just fixing its current customer service problems to getting the word out that it really has changed. That means admitting the mistakes of the past while making the changes quite transparent.

92 Comments | Leave a Comment..

 
Computers

Computers

by Joseph Weisenthal


Filed Under:
chips, computers

Companies:
amd, dell, hp, intel



For Now, Big PC Makers May Benefit From Lower Costs

from the fleeting-profits dept

Commoditization is always a threat to PC manufacturers like HP and Dell, although by most accounts HP has done a better job of differentiating its products than the competition. But there's also an upside to commodization for these companies: cheaper components. A new research note from a Wall Street analyst argues that both HP and Dell will realize meaningful benefits from cheaper components when they report their coming quarterly earnings. In addition to lower DRAM and LCD prices, the ongoing price war between Intel and AMD will prove particularly beneficial. Whether these companies are actually taking advantage of these savings or whether they've been forced to completely pass them on to consumers depends on the market dynamics. Between Dell and HP, they may have enough of a grip on the market to avoid an all-out price war themselves, but such a situation can only be temporary as they'll be forced to cut their own prices eventually.

7 Comments | Leave a Comment..

 
Up To Date

Up To Date

by Carlo Longino


Filed Under:
computers, contract manufacturing, electronics

Companies:
apple, dell, hon hai, hp, htc, palm



Taiwanese Contract Manufacturers Set Sights On Brand-Name Prize

from the store-brand-soda dept

Despite manufacturing plenty of the most recognizable electronics products in the world, and making plenty of money, the names of most Taiwanese contract manufacturers aren't familiar to consumers. For instance, Hon Hai Precision Industry generated revenues of more than $26 billion last year by making products for Apple, Dell, HP and other companies. But the Taiwanese firms are increasingly trying to leverage their experience and expertise by establishing their own consumer brands and using them to boost their product margins. Contract manufacturing is a low-margin, volume based business: for instance, one analyst says contract manufacturers of laptops have 3-5% margins; compare that to the 40% or more Apple enjoys on iPods. But growing the brands can be a tricky proposition, and not just because the companies are looking to enter new and unfamiliar consumer markets. The problem is that these companies are looking to become competitors to their biggest customers: for instance High Tech Computer, which makes mobile phones for a variety of companies, is building up its HTC consumer brand, and competing with clients like HP and Palm in the process. Some are trying to get around this by splitting off their consumer operations from their contract-manufacturing businesses, such as Acer did successfully several years ago. Still, that's not the only obstacle. Getting the consumer marketing right remains a big issue -- particularly when the new consumer brands are competing against companies for which marketing, not manufacturing, is a specialty.

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