If you've been following Jeff Jarvis' interesting experiences in his dealings with Dell, the PC maker, in trying to get his laptop repaired, Christopher Carfi has a great commentary in his latest podcast that extends this story, looking at what Dell's done with their US customer support forums.
It seems to me that Dell has broken a least 4 of the points in Christopher's Social Customer Manifesto.
I've had Dell PCs before and have always had an excellent experience. That's the buying process, though - I've never had to deal with customer support. Reading Jarvis' posts, and many others, and listening to Christopher, I'd think twice about Dell if I was looking right now for a new PC. It looks like many others think the same.
All About DELL - The Social Customer Manifesto Podcast 7JUL2005
Neville Hobson is the author of the popular NevilleHobson.com blog which focuses on business communication and technology. Neville is currentlly the VP of New Marketing at Crayon. Visit Neville Hobson's blog: NevilleHobson.com.
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