The power of one (blogger): the Dell Hell story

I just read an excellent white paper from Market Sentinel on the influence of blogging on corporate reputations. This company is located in the UK and provides web monitoring and blog tracking services. I found out about it (like so many other interesting items relevant to crisis communications) by getting Jonathan Bernstein’s Crisis Manager email newsletter.

The point that jumped out at me from the Market Sentinel white paper which focused on the Dell Hell blogwar, was how much was fed by one person. A blogger by the name of Jeff Jarvis got upset about his laptop and the service and, being one of the angry bloggers, went to town.

Those of us involved in these kinds of blogwars talk about the 57 million citizen journalists, and the numbers are impressive and scary to those concerned about reputation protection. But it only takes one to light a fire. Interesting and worthwhile read.

One thought on “The power of one (blogger): the Dell Hell story”

  1. We’ll see if Dell’s One on One blogging does anything to solve my problem. I doubt whether they’ll even post my questions! I’ve spent about 3 hours on the phone with Dell over the last month, trying to get my 16 year old daughter’s 2005 Christmas present (an Inspiron 6000) fixed. I was busy moving, so she took it upon herself to call in and try to get our “under warranty” laptop repaired. She said the word “dropped” and we are totally hosed now. The laptop’s audio never worked right, the keys started to fall off randomly and then the LCD screen went (which I now am sure is the vertical line issue that Dell won’t acknowledge). She’s 16, she knocked it once harder than she thought she should and felt responsible and was honest with them. Now they say the motherboard needs to be repaired and we have to pay $798. I flipped at that and guess what … the price changed to $490 plus taxes. I gave them a choice since I knew we were doomed because she said “dropped” … I offered $200 to fix the LCD since I knew her words couldn’t be erased off their work order AND we would buy the 3 year, $209 accident insurance OR years of my badmouthing Dell and never being a customer again. They wouldn’t budge. So you know, I feel much more comfortable giving the probably $400 repair money to a local businessman and making sure I tell everyone that Dell products aren’t worth the hassle of the guaranteed repair needs.
    They need to tell the customer service people not to say, “Thank you for chosing Dell” at the end of an angry, unsatisfying call! I said,”You are kidding right?”

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