More on Dell Hell
Jeff Jarvis of the Buzmachine blog wanted to get his Dell Computer fixed. He is far from satisfied with Dell’s customer service and has been blogging about why he thinks Dell ’sucks’ for a while. Dell did not seem to realise that he has a lot of readers, including some very influential ones among the meda.
Now Jeff has been writing in the Media Guardian about how he has slogged Dell on his blog. (You need to register with the Media Guardian to read the article). So the story has crossed from the US to the UK. BusinessWeek had already given Dell some unwanted publicity as had technology magazines and other media.
The tale has a happy ending - for Jeff. He was in a computer shop buying an Apple when a nice lady from Dell’s corporate communication department called him on his mobile. He finally got his refund.
For Dell things have not turned out so nicely. They have seriously underestimated the influence of blogs and the way a story spreads from blog to blog and finally breaks into the mainstream media.
Micropersuasion has some free advice for Dell about how to put things right.
