I read about Jeff Jarvis's Dell Hell the other day...
Adriana has blogged about it over at Media influencer
Adriana says
Yesterday, I waded through Jeff Jarvis's record of his experiences with a new Dell laptop that is on the way of becoming another case study in 'customers-bite-back-online' trend. The last post is:
And Jeff gets stuck in
One of the great lessons of the cluetrain era is that your customers are your best customer support agents and marketers if only you allow them ... and respect them enough to listen to them. Dell does't. As we reported the other day, Dell shut its general customer forums... which should be the place for customers to help each other.
Adriana mentions CNETnews.com that writes about the the closure of the forums as Dell struggles with complaints. CNETnews says:
Considering its customer-friendly track record, Dell's recent decision to shut down its Customer Care message boards is getting pilloried as an act of monumental stupidity, if not monumental arrogance. The company says the closure is necessary because authorized Dell representatives--and not customers--need to handle the oh-so-complicated issues that were being handled on the message board.Am I missing something here?
Jeff muses:
Considering its customer-friendly track record, Dell's recent decision to shut down its Customer Care message boards is getting pilloried as an act of monumental stupidity, if not monumental arrogance.... Dell chose to shut down the forum rather than engage with its customers.
Neville Hobson leaves a post that refers to another ongoing debate with Landrover and one unfortunate blogger Adrian Melrose
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