Comments on: Dell falls off the Cluetrain

CNET News.com's Charles Cooper says the company is in danger of ignoring a core truth about the Internet age.

[bdennis410]

"Yes, Rosie, there IS a Michael Dell."

I, too, noted Dell's assassination of the Boards that had seemed to be so helpful to Dell customer problem solutions. The rationale that Dell's own people could and would provide better and more efficient "technical" advice because they truly "knew" Dell products seems specious.
I think the real answer is that Mr. Dell has hired professional management, who like many other big company managements, want, no need, control of all of the processes that affect a company's operations, and by extension, reputation and credibility.
That mistaken assumption, that Dell's internal personnel were so much better than the Board's contributors, is demonstrably in error.
And, even if it were not in error, Rollins misses the point of the value of the interaction with Dell customers, the marketing intelligence they provide through monitoring the Boards, and other contributions.
No, I think Rollins created a bad situation by his decision, or Rollins implemented the decision based on the bad advice of corporate apparachicks.
It may be understandable to the uninformed, or justifiable to the ignorant, but wholly out of place in the heirarchy of valuing customer relationships.
Mr. Dell can certainly appreciate that one of the reason's for his success, as outlined by Charles Cooper of CNet, is that he cared about being the best for his customers; best products, best service, best value.
Mr. Dell needs to rededicate Dells' management and staff to the overiding principle of success in today's rapid-paced communications world of blogs, podcasting and Internet searches; "the Customer is king, long live the king."
If Dell built his success on "value" does it make any sense to throw it away for the sake of corporate expediency?
"Michael, oh Michael; we're lost without ye."

[piaqt]

It's not the heat, it's the stupidity

Another Darwin award nominee-to-be.

[crpoling]

Right on with the truth.

It is about time that people tell the companies when they are going in the wrong direction. I have used the help Desk at Dell and have been very un happy with the service. The first thing that they want you to do is reformat your hard drive. If you fight them then they take the time to find out the problem. But not always.

[ordaj]

This isn't a Dell issue, it's a capitalism issue...

Every last cent is being squeezed out of the system and "costs" are being cut left and right. Structural changes are needed before any real improvements are realized.

[DAMMSELLINDISTRESS]

DELL TECH SUPPORT

I have a Dell computer and it is the the DELL FROM HELL along with its Tech support full of people who can't speak English and their false advertising on their commercials showing a room full of so called Americans being there 24/7 while the man sleeping in bed at night calls up to see if they are there is a bunch of B.S. I would never buy another Dell computer. They fail miserably for any help at all. The reason they shut down that site is they don't want the world to see all of the complaints.

CNET has gone political?

As I read the article concerning DELL, I was a little dissappointed reading the comparison between the "****-and-bull explanation" from DELL and what is "expected" from "the mouth of White House spokesman Scott McClellan". It might come as a shock, but some of us with brains support the current administration. I would appreciated it if you keep your liberal "****-and-bull" political bias out of the articles concerning technological news. There are plenty of websites where you can share your liberal political views freely. Lets keep a seperation of technology and state.

Walk and Chew Gum?

"It might come as a shock, but some of us with brains support the current administration."

Some of us with strong brains can read about current political events intertwined in a tech story and not have aneurysms. I know it's easier just to "support the Presdunt" then to think about the actual policy, but some of us prefer to do the latter.

And the comment was more about current events. Try searching for a video of last week's press conference.

"And, again, you?re asking questions that are related to news reports about an ongoing, continuing investigation. And you?ve had my response on that?"

[BMR777]

Dell Forums Back Online?

I have never used the Dell boards, nor do I own a Dell, but I decided to check out the net and see if the Dell Boards were really down. I visited the boards (http://forums.us.dell.com/supportforums) and was able to create a new account. I was also able to post a reply to a message. I did not post a new topic because I have nothing to say, but I did click "Start New Topic" and it didn't give a Permission Denied Error. Anyway, is that the catch that you can't make a new thread, or are the boards back online? I just thought I'd share with you in case they were back online.

BMR777
http://www.rusnakweb.com

[willchev3]

Dell Support

I also was on the dell support page and it is up and running thankyou very mutch. I do have adell XPS 400 Fine computer. Fast smooth silent running.I would recomend Dell to anyone.I had a demention 900 had problems with it past the 90 days and thay returned my money. And then sent me a new XPS 400. I would say that is good service.

[Andrew300D]

Keep your opinions to yourself...

I was having a great time reading your article until you saw fit to intereject your political views into the mix. What's next? A swipe at Christians too? Leave your politics at home.

Missing the point

Cooper states:
"I've been fond of political humor ever since I came of age in the Johnson Administration. If you never saw Lenny Bruce or Mort Sahl do their shtick, you really missed something. Every administration since -- all the way down to Bush the Second -- has at one time or another been deserving of a little ribbing. If we can't laugh at ourselves, then maybe this country is really as screwed up as its critics think. I don't agree but that's beside the point. Fact is, my column -- and yes, it's a COLUMN -- concentrated on Dell and how it responds to customers in the age of the Internet. Folks who are obsessing about one line out of a 650 word essay are really missing the point."

Cooper is the one missing the point. When you use your position as a technical columnist to take a political jab it seems like an abuse of your position, a little sleazy! Thats the point of many people responding to the column. Cooper needs to take a breath, have a coke and think about his ethics and his professionalism.

[binarypc]

Manage Them like Game Boards

Dell should leave them up and let customers have their say. Post on the boards just like companies do for Gaming communities.

Give the employees unique Colors and Avatars to identify them as "Dell Official Answers". Give customers the ability to search or sort on the "Official Answers" (i.e. move the official ones in a thread to the top, or only view the official) and then let the boards loose.

Customers are more "techy" today than they were 5 or even 10 years ago, let them play in a Dell "community". (They could even be given points based on strength of their answers, it might be a good way to find future employees too.)

It will only make the Dell brand and the loyalty to it stronger.

dell computer

Dell is going the route of Gateway...and the consumers are feeling the brunt of it.
The outsourcing of tech-support, and the closing of message boards shows their aggorance towards the everyday consumer in need of help.
Once again a major player in the computer industry, forgets how they got there.
Most of my friends have ordered Dell computers, in the past 2yrs, everyone has had a major component failure ,from harddrives to memory modules and everything in between.
Dell like Gateway was the Cadillac of computers. Buy a Dell? If you have the know how, build a computer yourself...you'll knows whats in it.and save $100 on shipping...

[bcsaxman]

Keep It Up Coop

Some of us can handle an analogy. Concerning yourself with the
inevitable epoplectic reactions of any political partisan (right or
left) is not worth your time.

I got exactly what I needed and expected from this piece. Dell
clearly IS turning its back on the strategy and tactics that made
it a once great company, and all in a misguided quest to hurry
along the day when they can sell us a $49 computer (monitor
not included). some of the more ridiculous comments posted
here.

As for the rest of what's making the rounds in the comments
section, let me just say this: When there are people actually
saying things like 'attacking Bush is one step away from
attacking God' (I'm paraphrasing, but it's really in here), then it is
obvious that using your head is not the most important thing to
you anymore.

One person exclaimed, "It might come as a shock, but some of
us with brains support the current administration." Well, the
increasing amount of evidence on ALL topics, as well as bodies
and wounded on ALL fronts, is making that a more questionable
position to take every day. However, be that as it may, if I was
just to base my allegience to Bush and his policies solely on the
posts I'm seeing here by his defenders - frankly, I wouldn't be
able to give it.

[bcsaxman]

Bad Edit on My Part ...

Don't worry Charles; Some of us can handle an analogy.
Concerning yourself with the inevitable epoplectic reactions of
any political partisan (right or left) is not worth your time.

I got exactly what I needed and expected from this piece. Dell
clearly IS turning its back on the strategy and tactics that made
it a once great company, and all in a misguided quest to hurry
along the day when they can sell us a $49 computer (monitor
not included).

As for the rest of what's making the rounds in the comments
section, let me just say this: When there are people actually
saying things like 'attacking Bush is one step away from
attacking God' (I'm paraphrasing, but it's really in here), then it is
obvious that using your head is not the most important thing to
you anymore.

One person exclaimed, "It might come as a shock, but some of
us with brains support the current administration." Well, the
increasing amount of evidence on ALL topics, as well as bodies
and wounded on ALL fronts, is making that a more questionable
position to take every day. However, be that as it may, if I was
just to base my allegience to Bush and his policies solely on the
posts I'm seeing here by his defenders - frankly, I wouldn't be
able to give it.

... and it's pablum NOT pabulum

Here's a clue: pabulum would be the sinister pap that inclines Cooper and other left-leaning editors to pseudo-intellectual drivel and drool. The "trite, insipid, or simplistic writing, speech, or conceptualization" from the pens and lips of those on the left and other "Dellinquents" would be pablum.

Tech site or political rag?

It's comical that of all people a CNET editor feels his political savvy is such that he feels empowered to take potshots in an article that couldn't have less to do with politics. Do us readers a favor and keep your annoying comments about such matters off of CNET. WOW is this annoying. Consider apologizing to your readers.

[trinda.weaver]

Tech Support for PCs is becoming just another oxymoron

Dell is just another company to jump completely onto the "outsourced customer service" (pronounced non-support) bandwagon. Dell from Hell, HP/Compaq from Hades, Gateway to Hell... what becomes of the customer when all the PC choices include crappy tech support from people you can't understand (and who don't understand anything technical about the computer for which they are supposedly providing "support") ??

The market is ripe for someone who will provide a truly quality product WITH quality customer support...who's going to be savvy enough to do it? I will buy my next computer from them, at a slightly higher price if necessary.

[meburke]

I agree, define tech support

I agree that quality tech support is important, but during a three-month long search, I can't find any objective criteria for good tech support.

IBM used to have it back in the '70's, but some different model is needed now, as evidenced by so many customer complaints about the level of service.

Anyone who can point me to a good site describing outstanding support by on-site techs?

The people who posted talkback seem oversensitive

I did not even notice the reference.

Saying that politicians lie is not partisan, its fact. Politician's press people are suppose to lie. Just like business people are suppose be greedy.

How do they know you have a 'liberal bias' just because you bash on the current party in power. Maybe you would prefer an even more conservative group.

As for Dell's actions they are merely reflecting the lack of competition in the industry. That is why this decision will not cost them. Business people are suppose to be greedy and I think Dell are probably doing a good job at that.

"cock-and-bull explanation is something I'd expect to hear"

out of the "New York Times", ABC, CBS, NBC, CNN,

Too keep their journalist (Cooper & Miller) from testifying and out of Jail, 36 Media organizations file a "friend of the court"
http://www.bakerlaw.com/files/tbl_s10News/FileUpload44/10159/Amici%20Brief%20032305%20(Final).PDF

Following are some excerpts from an article discusing their view of the facts when presented to a court. Why does the media say one thing to the court and exactly the opposite when they think they can pin the blame on a republican(Pure politics, and I thought they were supposed to be non-biased/non-partisian) They sound more and more like MoveOn.org and MichaelMoore.org...
BTW, Who did Judith Miller talk to??? Why is she rotting in jail, she has a waiver to speak, but won't.

THE MEDIA TELLS THE COURT: PLAME'S COVER WAS BLOWN IN THE MID-1990s
As the media alleged to the judges (in Footnote 7, page 8, of their brief), Plame's identity as an undercover CIA officer was first disclosed to Russia in the mid-1990s by a spy in Moscow. Of course, the press and its attorneys were smart enough not to argue that such a disclosure would trigger the defense prescribed in Section 422 because it was evidently made by a foreign-intelligence operative, not by a U.S. agency as the statute literally requires.
...
Thus, the media's purpose in highlighting this incident is blatant: If Plame was outed to the former Soviet Union a decade ago, there can have been little, if anything, left of actual intelligence value in her "every operation, every relationship, every network" by the time anyone spoke with Novak (or, of course, Corn).
...
THE CIA OUTS PLAME TO FIDEL CASTRO
Of greater moment to the criminal investigation is the second disclosure urged by the media organizations on the court. They don't place a precise date on this one, but inform the judges that it was "more recent" than the Russian outing but "prior to Novak's publication."
....
Thus, the same media now stampeding on Rove has told a federal court that, to the contrary, they believe the CIA itself blew Plame's cover before Rove or anyone else in the Bush administration ever spoke to Novak about her.

Read the whole article...
http://nationalreview.com/mccarthy/mccarthy200507180801.asp

If you actually made it this far, congrats...Maybe this is why Cooper should keep politics out of his columns, I don't even remember what his column was about...I for one was annoyed by the slant and respect him far less, and understand that he is just another talking head, talking tech, rather than news...

drivel

Thanks, Rush.

[meburke]

Exposing weaknesses is the problem

Actually, I'm not surprised that Dell closed the site down: Too many posters were exposing the weaknesses in Dell tech support and undermining their image. Rather than address the issues, Dell chose to remove the source of exposure. Ihave seen this happen at a number of companies. too bad they didn't use the posts as feedback and change the policies that aren't working.

Stick to the facts

"First, that ****-and-bull explanation is something I'd expect to hear out of the mouth of White House spokesman Scott McClellan."

Behold the perfect illustration of a cheap shot.