Despite Blog, Dell Still Forced To Recall Exploding Batteries
from the boom-boom-boom dept
Dell has announced it is recalling 4.1 million laptop batteries following a spate of well-publicized incidents of its computers catching fire. The battery problem, which had been kicking around for a while, was but one facet of consumers’ growing frustration with Dell’s customer service — a frustration the company noted was hurting sales and which it intended to rectify. The most high-profile aspect of this was the launch of a corporate blog, a move partly intended to try to fix some of the damage Dell had taken from pissed-off bloggers. While perhaps the launch of the blog had some symbolic meaning of Dell “joining the conversation”, it can’t, on its own, solve the company’s customer-service woes, or indeed, its deeper problems. While the blog may prove a valuable tool to humanize the company and with which to communicate with customers, as long as faulty products like exploding batteries and many other aspects of the company’s service remain a problem, Dell’s woes are going to continue. It’s doubtful Dell ever assumed blogging would solve all its problems, though the comments of some bloggers would make you think otherwise. But even a blog can’t solve the most fundamental problems that are turning people away from the company, something Dell continues to try to fix.