A Tale of Two Processors in China

A recent lawsuit involving Dell and some of our Chinese customers has received attention in blogs and press like this recent Xinhua Net story. On his blog, Sam Flemming provides a timeline about the issue. I manage the team responsible for contacting affected customers and wanted to clarify additional details.

The fundamental issue revolves around two different processors: Intel’s Core Duo T2300 and the T2300E. In China, and in other countries around the world, we shifted from the T2300 to the T2300E processor in some notebook models. What’s the difference between those processors? The T2300E does not support Intel’s Virtualization Technology, a feature primarily aimed at server and workstation customers interested in running multiple operating systems on the same machine. In all markets of the world where we offer it, the T2300E allows us to provide a better value for customers who are not interested in virtualization.

Here’s what caused the confusion: We did not update marketing materials in China prior to making the change to the T2300E processor. In response, here are the steps we have taken:

  • We have acknowledged the issue, and we have corrected the error in all materials.
  • We have directly apologized to Dell China customers who were affected, and also informed them of the difference between the two processors.
  • For customers who were not satisfied with these actions, we offered full refunds for returned T2300E-based systems.

Many customers have accepted our apology, some have accepted our refund offer. We are still working it out with others.

A Chinese version of this post appears below.

澄清戴尔所谓换芯门事件的几点事实

Francis Kam   
中国销售支持总监

最近戴尔和中国消费者之间的一起官司引起了一些博客和媒体的关注(比如新华网上的报道)。博客Sam
Flemming
在自己的
博客
上记录了事件的发展过程。我具体负责处理了此事,因而觉得还有些具体的细节需要澄清。

整个事件是围绕了英特尔公司出产的两款处理器:酷睿T2300和酷睿T2300E。自英特尔公司发布T2300E处理器后,戴尔公司进行相应过渡,从T2300过渡到T2300E,这在中国以及世界上的其他国家都是一样的。这两款处理器有什么不一样呢?酷睿T2300E不支持虚拟技术。虚拟技术主要是针对服务器和工作站的,对于不需要同时使用多项操作系统的用户来说,这项技术并没有任何实际用处,相反,酷睿T2300E更为实用。

而之所以会发生误会,是因为我们在更换处理器之前,没有把相应的市场宣传文档进行更新。对此,我们已经采取了以下补救措施:

· 我们承认了这一问题,并改正了所有文档。

· 我们直接向受到影响的中国消费者进行道歉,并向他们解释这两款处理器的区别。

·对于仍不满意的消费者,我们向消费者提供了退机全额退款。

目前大多数消费者已经接受了我们的道歉,部分选择了退机退款,我们目前仍hai我们的道歉,很多在和另外一些消费者进行协商。