One of the biggest stories on the web right now is the 2 month tale of Jeff Jarvis who was so fed up by the bad service he got for his dell laptop that he switched to a Mac.
BuzzMachine Â» Blog Archive Â» DellÂs apologist: "DellÂs apologist
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I was pretty amazed when I read this from Daniel Gross in Slate on DellÂs many problems, including the ones I caused them:
Dell had the bad luck to tick off a very powerful blogger. The company is justly known for its fantastic customer service. But any time you engage in tens of millions of customer contacts, there are bound to be errors. It was Dells misfortune that one of those errors affected a person with a huge megaphone, blogger Jeff Jarvis. JarvisÂ blow-by-blow account of his Dell hell has become an Internet phenomenon.
I was going to reply but Scott Rosenberg at Salon said it best:
Sorry, I donÂt buy it. Set aside the idea that Dell is Âjustly knownÂ for great service. Known to whom? This sounds like boilerplate from an analystÂs report or the companyÂs own marketing literature. I've never bought a Dell computer. But in my circles and reading "an admittedly totally subjective smattering of hearsay", but what else does "known for" mean? Dell is known for being a giant corporation that hands over its customer service to bored, ill-treated, underpaid people desperate to move on to better jobs.