Mike -
May I call you Mike?  Because I feel like I can, but please correct me if I'm wrong.  I just feel like it's time we had a little chat.
Do you remember when I bought my very first laptop?  How the internet wouldn't work no matter what settings it was on?  And how, when I called for tech support, I was connected to your little office over in India?  By the way, thank you for that voice recognition technology that allows the thick Indian accent to be "translated" into a Texan accent.  It made the conversation *SO* much easier to understand.  Regardless, we got that fixed, so no big deal.
And then, do you remember the time when I was paying for my laptop and my interest rate skyrocketed to almost 30%?  Fortunately I was in a position where I could pay off my laptop and not mess with the interest rates, so again - no big deal.
Oh!  And what about the time when the computer just kept CRASHING?  Do you remember that?  Probably not, because instead of calling tech support, I just had my big brother do whatever he does to fix computers. (aka:   Hacking)  At this point, I was a little miffed, but my brother returned my computer good as new, so I got over it.
I will NOT blame you for the time I dropped the laptop and shattered the LCD screen.  Or whatever happens to the screen when you drop it.  But I ordered a replacement screen off eBay, mailed them my computer, and they fixed it and mailed it back to me within 48 hours.  That was 100% my fault, but wanted to throw it in there.However - what happened over the past month - specifically the last week - has pretty much done it for me.  I got a nice 20% off coupon for ANY product ordered through Dell, so I got Larry a Garmin GPS for Christmas.  I ordered this product while I was recuperating from surgery on November 14, wrapped it up, and put it under the tree.  Little did I know - Larry had gotten ME a Garmin for Christmas, and we decided we only needed one.  I wanted to return my Garmin to Dell.  Little did I know that there is a 21 day return policy.  Period.  Even if the box the product was shipped in hasn't even been opened.  I found this out after 3 phone calls and 40 minutes.  The first phone call, I couldn't understand who I was speaking with, but was very patient and waited for them to "access my information."  Until I got hung up on.  Then I called back, and the system didn't recognize my account number, so I was transferred to 4 people, including the manager, who never answered.  So I called back again.  I somehow was routed to Tech Support, although to give that guy credit, he is the only one who helped me.  Needless to say, we now have a GPS in both vehicles, so at least we will never get lost.
But if you ever wonder why your stock has fallen to $10/share, you might want to re-read this little letter.  Just saying.
Cheers,
Rachel