Dell's blog premiere met by tough crowd

It seems everyone has a story from "Dell Hell," a place you go to for technical support but leave pulling your hair out in extreme frustration.

Well, not only has Dell recognized the problem and invested $100 million to improve tech support operations, last week, days before a New York Times story was published about the company's image problems, it joined the blogosphere.

Dell's new corporate blog, "One2One," is meant to give customers an "accessible alternative to more formal, one-way channels of communication," according to the Dell site. It hosts commentaries with Dell experts on new products and industry developments.

Bloggers, who played a big role in spreading the word about customer service problems and a laptop that caught fire, have had mixed reactions to the new blog. Some say Dell should have done more at the launch to acknowledge troubles of the past. Others are more welcoming, and say it's too soon to judge.

Blog community response:

"Dell really failed to get the blog going the way that they could have. This was a golden opportunity for the company. They could use the blog to engage the community in a genuine conversation on the critical issues that have dogged them for years now as well as the good things they are doing. (Recent pictures of a Dell computer blowing up at a conference in Japan were recently the rage in the blogosphere and now the media.) However, they chose not to."
--Micro Persuasion

"Like every corporate blog it is looking for a voice and will probably take time to find one. It's a little corporatey--but then it's a corporate blog. The bloggerati just need to get over every blog coming out the gate reading like a conversation at the local pub and not rehashing the past trials and tribulations of bloggers. It takes time for a corporate blog to find its collective voice."
--Andy Lark's Blog

"...so far I'm impressed. Dell is quickly losing its uniqueness as an efficient online computer retailer as its primary product and distribution method rapidly approaches commodity status (and who wants to be a commodity?)."
--Open Source CU

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On further thought:

I am very disappointed that Dell chooses to bait and switch with the delivery date.

I would NOT have decided to consummate the order if 6 weeks was given for the delivery - I need this computer. So, you baited me with ONLY four weeks and then extended that time and I fully expect the delivery to be delayed even more. ?

There was a wonderful article in the NY Times this weekend about ACER computer being number 3 behind HP and Dell and I will cancel this order, in favor of ACER, if not delivered on July 13 at my home not just being sent from your facility on that date. I reserve that right and will do this ? I have been a customer of Dell for at least 15 years! And you string me along as if I did not matter. I am very disappointed.

Does anyone on your end really care ? really?

Please do not send me platitudes as you just did as in it is not our fault but mine because I ordered a new and popular product ? I ordered from Dell and you are directly responsible for this order and you need, and needed, to be prepared to deliver a product in a reasonable timeframe. 2 weeks should have been enough if you were actually prepared and cared about people ordering from you.

I am a long-term customer of Dell ? please do not allow yourself to be relegated to #3 behind HP and ACER.



Tom

-----Original Message-----
From: US_ABU_CustomerCare_BSD [mailto:[e-mail]]
Sent: Monday, June 29, 2009 10:37 AM
To: tom
Subject: Re: Dell Support Request: Other Question not listed (KMM98356859I57)

Dear Tom Scully,

Thank you for contacting Dell Online Customer Care.

I understand from your e-mail that your concern is in regards to the status of your order number 79199. I apologize for the inconvenience caused to you and will be glad to assist you.

Your order is currently in production and has an Estimated Delivery Date of 7/13/2009.

"The estimated delivery date you received when you placed your order was based on the most up to date information we had at that time. Occasionally a delay can occur because the product you have chosen or one of our offers is exceptionally popular. Once your order ships you will receive an ""Order Shipped"" email with the required delivery information for your order."

So, please check your e-mail regularly (including "Junk" and "Spam" mail folders).

You can also track the status of your order by visiting the following web link:

http://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen&~ck=pn

Once your order is shipped, the name of your carrier and the tracking numbers would also be available at this same site.

Sincerely,

Preeti Chopra
Rep ID 146244
Dell Online Customer Care
http://support.dell.com

When corresponding with Dell, please include your order or customer reference number.

Original Message Follows:
------------------------
* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
*** This is a feedback Message from the Dell Online Communications Center. ***
******************************************************************

Customer Information:
***********************************************
Name = Tom Scully
Customer Number =
Requestor E-Mail =
Contact Phone =
Service Tag =
Order Number =
Issue Category = Other Question not listed
Year Of Birth = NA
***********************************************
Ship To Address:

Santa Cruz, CA 95060-
Bill To Address :

Santa Cruz, CA 95060-
***********************************************
Problem Description:

June 28, 2009
The order was placed on June 2, the original delivery date was July 2 (unacceptably long to start but accepted), now the delivery is July 13!!!!! That is totally unacceptable. I have purchased many Dells in the past and this is not unusual, makes you wonder why I keep coming back :(, but I need this computer now. No, I do not wish to cancel the order and go to Best Buy to pick up a computer this afternoon, but it is not such a bad idea.
Please, consider me a valued, important returning customer and prioritize this order to make the originally long delivery date of July 2.
Thanks Tom Scully


***********************************************
Sent To: [e-mail]
Referring URL: 67.180.160.22
Date Submitted: 6/28/2009
Date Received(K): 6/28/09 06:59:25 PM