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    NevOn is the archive weblog of Neville Hobson, a British business communicator based in Amsterdam, The Netherlands, a record of commentary and conversations from December 2002 until 22 February 2006. This site is no longer updated - please visit www.nevillehobson.com.
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« Ballmer interview turns communication upside down | Main | Ketchum can't spin it either »

11 July 2005

Comments

Jonathan Marks

did you see what marketing facts wrote about this?

http://www.mediafact.nl/weblog.php?id=P9193

Tim Hicks

I don't have any issue with the repair nightmare - I've seen that story countless times with only the supplier's name changed - but I am worried by some of the comments implying that a company is automatically stupid, reactionary, cluetrainless, and more if it isn't yet active in the blogosphere.

They may indeed be missing an opportunity, but let's not get carried away.

I also suggest that Dell does not need the blogosphere to know what customers are saying. I'll bet they know very well already, and they are fully aware that they have a major problem.

Companies that size almost all have sophisticated problem tracking systems, and know how many complaints are going unresolved are x days and y escalations. They just don't know exactly how to FIX it. And even if they did, their ship of service is a big tanker that takes a LONG time to turn.

Tim Hicks

I don't have any issue with the repair nightmare - I've seen that story countless times with only the supplier's name changed - but I am worried by some of the comments implying that a company is automatically stupid, reactionary, cluetrainless, and more if it isn't yet active in the blogosphere.

They may indeed be missing an opportunity, but let's not get carried away.

I also suggest that Dell does not need the blogosphere to know what customers are saying. I'll bet they know very well already, and they are fully aware that they have a major problem.

Companies that size almost all have sophisticated problem tracking systems, and know how many complaints are going unresolved after x days and y escalations. They just don't know exactly how to FIX it. And even if they did, their ship of service is a big tanker that takes a LONG time to turn.

Nevon

Good points, Tim.

While I agree with what you say about being active in the blogosphere, I do think Dell could have gained a major PR coup if they had addressed Jeff Jarvis' issue in a far more effective way.

As it is, he posted multiple very anti-Dell commentaries from which you can clearly see his sheer frustration, which would strike a chord for many people with similar experiences.

Jeff Jarvis happens to be one of those US A-list bloggers and a commentator. He has some influence. Lots of people read what he writes.

So he has written about Dell, very negatively.

Imagine the difference if Dell had responded in a way that resulted in his writing glowing things about Dell's customer service. Many people would have commented on that, as they have on the current negative posts. That would have some PR value for Dell.

Does this mean that a blogger gets special customer-service treatment, more than a 'normal' customer would?

Yes, it does. The blogger in this case has more influence on others' opinions.

I think Dell has missed a major opportunity here.

NOTR

Gateway 2k's "customer service" made my next puter a Dell. Dell's "customer service " made my most recent puter one from Alienware. My one experience with Alienware customer service has been positive. That is already 100% better than the previous two.

Ash Buckles

Well Dell listened today. My first attempt to use tech support today was less than favorable. It wasn't that they couldn't help me -- they did. It was just the attitude that came with it. So I asked the customer rep if he didn't like his job, why not quit. Then I called back to his super and complained of his attitude. I explained that the online community is very disturbed by Dell's customer (dis)service. I then explained that I've purchased over 25 machines from Dell and never had a bad tech support experience. The super was great. She helped tremendously and all is well. On the other hand, Dell supers are very aware of their tainted online image. Maybe the executives will hear about it soon enough.

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