Dell's blog needs full-time support

I couldn't agree more. I have the same issues with my news site. Right now it's more of a hobby, but people really do like to have swifter responses. I know I do. We've all come to expect immediacy in the hurry-hurry world of today. Dell can certainly afford what you're suggesting. They can't afford not to.

Stephen, I thought you were writing a book? What will you do if Dell offers you the spot? Seriously though, you are right. Someone needs to at least do as you suggested. Better yet, the people who have cried out for attention should at least get an email sent to them (Dell gets that with the comment, right?) letting them know they need to enjoy their weekend with assurances that a rep will get with them after the weekend to try and rectify their issue.

Stephen:

Dell doesn't get it. While their advertising campaign says Dell is "customer-centric," their actions scream otherwise.

Their Blog may be a response to customers' concerns regarding technical issues. However, weblogging is about fast two-way communications, so when posts are slow to appear or go unanswered, the Brand smashes to earth by saying "Dell does not care about customers."

As a long-time communicator and marketer, I think Dell would be better off with no advertising campaign and no Blog, if they are unable to keep the brand promises those tools communicate. In both instances, they are over-promising and under-delivering.

Lenovo - the "new dell". Cent had a podcast recently which asked - was Lenovo the new Dell. Maybe it is. After an extensive review of noetbooks from Dell, HP, Lenovo, Sony, Toshiba and Gateway I select a Lenovo 3000. You can read the full review here - http://www.smallbiztechnology.com/notebook

I'll be reviewing the Lenovo I bought soon.

Overall, however, EVERY vendor is going to have horror stories and every vendor will have praises from customers.

Ramon Ray, Publisher, Small Business Technology Report
http://Smallbiztechnology.com

I have written about one instance like this after a reader commented on several of my dell posts.

Read them here
http://getanewbrowser.com/2006/08/he-believes-dell-lied/

http://getanewbrowser.com/2006/08/we-told-them-they-listened/

Yeah, their blog is filled with specific consumer complaints rather than good informations, its better to have no blog if they are unable to manage it properly as such blog may dilute their brand.

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This is all I need to read. It's at the end of a Dell company Blog.
Dell does not stand by the product they make! nor do they want comments that are negative about their customer service. The ViPs are all out to lunch and counting the money they suckered off the public. My XPS stands for xtra Piece of ____, crimped cables, a Hitachi 500gb(not covered) crashed drive, the LCD monitor has fingerprints and dirt inside the screen, electrical shorts with the media reader, dvdrw that doesn't work and not recognized the CD writer is in the same sinking cheap part boat. The machine hasn't worked properly since day one. Sometimes I think they sent me somebody's return.
No Way in Hell buy a Dell. There's a saying about the fool and his money, Don't be a Victim and don't buy their advertising. The Dell people could care one ioda about the consumer. I thought I was purchasing a top of the line machine and when the drive crashed 10 days out of warranty the tech found a cut cable, when he went into the machine to replace the drive, he also told me he had six XPS's sitting on the work bench waiting for their shoddy parts to be sent from the factory. SAVE YOURSELF the TROUBLE and purchase a Sony or Compact anything but Dell and don't say you haven't been warned. Call customer service and see how your treated, Ill tell you quickly, anyone on the other side of the world could care less about your computer, and the problems your having, any executive from Dell that reads this I do have pity on you, your company stinks, its a good thing you people don't make airplanes or cars..... Service Tag 2LYPZ71 Tjelen .................
Like Mister 'T' says 'I PITTY THE FOOL'

This what i have sent to Dell; EVERYONE needs to read this as everyone needs to know hat happens when you do not take up a quote from dell and the calibre of people Dell hire to cut costs!

** Without Prejudice **

This is now beyond a disgusting joke and I need to speak to the head of customer services. Unless you are Richard Hunter; I very much doubt you can help me. Pls accept my apologies if you are unexpectedly receiving this mail but if you can; I beg you to re-direct this to someone you may know who can genuinely help me as my faith in Dell's customer service has truly waned.

I hope you can understand my distress at having to speak to someone else at Dell again having to repeat the abuse I got for the 5th time. I should not have to relive this over and over again for Dell. I have gone through enough trauma and was physically sick at how I was treated and even now am bemused as to why it is taking so long for Dell to resolve this despite the Police, my legal team and soon to be media being involved.

The message was left at 14:57 29/10 from +3533720827. The vulgar abuse lasted for around 45 seconds; the caller did not leave his name (assumingly thinking the number was withheld) The message was in Hindi. The message was racist, $exist, h0m0phobic, abusive to myself, insulting to my mother, my family and left me shaken and numb for which I had to leave work early from and endure a sleepless night for which I am now seeking medical help for. I have never heard such vile coming from someone's mouth let alone it being directed at me; I cannot believe how any organisation can tolerate this behaviour from it's employees and let it's customers continually suffer. I still have the message stored on my voicemail and i've handed over a copy to the police.

"Mike from Brentwood" in your Ireland customer care office took my call this morning and advised me he would escalate and respond to me ASAP; I am still hopelessly waiting for this call I was promised! I can ask my company to pull out the tapes of this conversation. Niharika Reddy (sales) and Pavan Kumar (customer care) have both heard the vile message and I am forced to now unfortunately request them to comment on it's content as well; If you need a transcript or would like to know what was said; pls revert to them as I will again be reduced to tears if I have to hear it one more time. I know they we're just as shocked to hear the message as I was. I'm sure Niharika and Pavan will agree that I have co-operated with everything they have asked for and have been calm, concise and polite with all my correspondence with them with hope that this will be resolved but it is now time this issue actually gets resolved and Dell employees stop "passing the buck" and take stock of the severity of this incident.

I am tired, angry and frustrated at the fact of continually being transferred to someone else who "might" be able to help. It seems to me that the bigger an organisation gets the more impersonal the staff in customer services become and it is only the smaller companies that are able to offer a more human and user friendly service. The fact that a small customer like myself has to endure this abuse and it remaining isolated and unresolved sickens me. Us smaller customers have been left with the feeling that we are nothing more than a nuisance or unwanted interruption to the person on the other end of the line whenever we call. It is a kick-in-the-teeth for who are essentially the jewel in the Dell crown. The people who I have spoken to about this have echoed the fact that is is heart sinking and have lost faith in Dell. I find solace in the fact that I am supported by my friends, family, colleagues and the media who have offered an outlay for this incident.

Pls note that you will not be the only people taking action on this rep; The police will also take strong action against this animal. The police again request the Name and Address of this sick person as he has committed a criminal offence and you would be obstructing justice if you do not reveal this. As an employer and a firm constantly in the spotlight promoting it's "good customer service" I expect you to do the decent thing and revert swiftly. I am a loyal Dell customer who has not had ANY issues with his previous 4 orders; I believe it is in your best interest to pass this case on to someone who can resolve this immediately so I can buy the computer/laptop/printer I so desperately require to get on with my life!

I would like to remind you that all correspondence will be unreservedly made available to my legal teams, my employer (a very big Dell client), the complaints commission and the police.

Pls acknowledge receipt of this message and I trust you will get back to me along with Richard's response as soon as you can preferably via email for audit purposes.

Rgds

Sam

Nice blog....recently I visited [url="http://www.couponalbum.com/coupons/dell.htm"]Dell[/url] store and bought a Inspiron desktop from this store through Couponalbum.com and saved $325 by using "DT6M$B97BDKSVB" coupon code....!

y4eah i got my dell laptop at www.consumerdepot.com it is a great computer but the dell support...ehhh lol

I couldn't agree more. I have the same issues with my news site. Right now it's more of a hobby, but people really do like to have swifter responses. I know I do. We've all come to expect immediacy in the hurry-hurry world of today. Dell can certainly afford what you're suggesting. They can't afford not to.

http:/www.electrocomputerwarehouse.com/

Dell needs to improve their technical support.
http://www.a2zpc.ca