Jeff Jarvis says, “Dell has changed its policy on blogs.”
Well, not exactly. Read the comments at Jeff’s site and you’ll see that Dell still doesn’t get it. Not even close.
Personally, I’ll know that Dell is beginning to wake up when I get an e-mail asking for more information about the problems with power supplies that are affecting huge numbers of owners of Dimension 4600 PCs. I won’t be holding my breath.
Ed Bott 
Ed,
Dell needs to “get it”. They need better communication with their customers.
It’s not just Dimension 4600 power supplies having common issues. SX270’s, GX270’s and GX280’s are dropping like flies in many instances. See here
am i understanding this correctly? in order to receive good customer care, one needs a blog?
That apparently is what some A-list bloggers think. I happen to disagree, as I wrote here:
“This isn’t about making bloggers happy. A-list, B-list, or Z-list, they represent only one form of feedback. Yes, Dell should be reading blogs. But it should also be reading its own message boards and listening to the people who call in to its help centers. If the company were doing that, it would have known months or years ago that it had serious, systemic issues with customer service…”
Does anyone know why DELL ignores complaints from its customers when they are clearly in the wrong – the large cluster of power supply failures should have resulted in a notice going out to all customers who purchased DIM 4600’s and DELL should have offered to replace them with a better power supply. They are completely silent on this matter and DELL customer service reps deny that there are any problems.
See this Dell Forums discussion.
[Edited to make link clickable. – EB]
I am a professional computer technician, under contract with a company that does the warranty work for DELL! DELL does not ever send a repair specialist anywhere’s! They hire an outsource company who then hires another outsource, until they can find a qualified technician to service the repair! I have done several of these repairs, and must say that trying to talk to a foriegn tech support individual, that don’t know beans other than to say ” what is the service tag number? Sorry we can’t help you!” is like trying to learn a new language at the same time! DELL needs to hire Americans, that have the knowledge, experience, and that can speak the language so that we Americans can communicate with them! I just recently sent a DIM 4550 into the trash because neither the customer, nor I as a computer repairman could obtain a power switch that was burned out! A simple little power switch was the demise of an entire computer! Want a real computer with real tech support? Don’t even glance toward DELL’s direction!