Comments on: Case Study: Another Dell misfire demonstrates why Web 2.0 and customer service must be linked http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/ Craig Underwood's blog about Web 2.0, loyalty and customer service Wed, 09 Feb 2011 18:54:36 -0500 http://wordpress.org/?v=2.8.5 hourly 1 By: chu http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/comment-page-1/#comment-139 chu Wed, 09 Feb 2011 18:54:36 +0000 http://collaborationevangelist.com/?p=169#comment-139 Bill Would love to catch up. Apologies for not responding earlier. You can reach me at craig@underwoodpartners.com. Craig Bill

Would love to catch up. Apologies for not responding earlier. You can reach me at craig@underwoodpartners.com.

Craig

]]> By: Case Study: Another Dell misfire demonstrates why Web 2.0 and … « Social Computing Technology http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/comment-page-1/#comment-119 Case Study: Another Dell misfire demonstrates why Web 2.0 and … « Social Computing Technology Fri, 09 Apr 2010 18:35:26 +0000 http://collaborationevangelist.com/?p=169#comment-119 [...] link: Case Study: Another Dell misfire demonstrates why Web 2.0 and … extremely-poor, ibm, [...] [...] link: Case Study: Another Dell misfire demonstrates why Web 2.0 and … extremely-poor, ibm, [...]

]]> By: Bill B http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/comment-page-1/#comment-8 Bill B Mon, 03 Nov 2008 22:15:26 +0000 http://collaborationevangelist.com/?p=169#comment-8 Sorry. Forgot to mention my affiliation with Dell. Bill Bivin Community Liaison Dell Sorry. Forgot to mention my affiliation with Dell.

Bill Bivin
Community Liaison
Dell

]]> By: Bill B http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/comment-page-1/#comment-7 Bill B Mon, 03 Nov 2008 22:13:13 +0000 http://collaborationevangelist.com/?p=169#comment-7 Good points on social media in the enterprise as a whole. Thanks for the write-up. While we at Dell place social media as a top priority, clearly we have room to improve. To be honest, even though we consider ourselves leaders in the PC business on social media, our "corporate culture" is still evolving. We implement changes based on what our customers tell us on IdeaStorm, Direct2Dell corporate blog, and our own Dell Community Forums constantly. This is clearly an area where we have some work to do- getting front line tech, care, and sales agents steeped in social media concepts like ratings and reviews. I thank you for pointing out our shortcomings in this area, and will make sure to pick up the "Read your own ratings and reviews" baton myself, and get the word out. Good points on social media in the enterprise as a whole. Thanks for the write-up. While we at Dell place social media as a top priority, clearly we have room to improve.
To be honest, even though we consider ourselves leaders in the PC business on social media, our “corporate culture” is still evolving. We implement changes based on what our customers tell us on IdeaStorm, Direct2Dell corporate blog, and our own Dell Community Forums constantly.
This is clearly an area where we have some work to do- getting front line tech, care, and sales agents steeped in social media concepts like ratings and reviews.
I thank you for pointing out our shortcomings in this area, and will make sure to pick up the “Read your own ratings and reviews” baton myself, and get the word out.

]]> By: chu http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/comment-page-1/#comment-5 chu Mon, 03 Nov 2008 16:05:52 +0000 http://collaborationevangelist.com/?p=169#comment-5 Matt W Thanks for the comment. I should have included more of the customer's review as he purchased a very hefty machine: "I purchased a model with vista ultimate, P9500, 250GB 7200rpm hard drive, DVD burner, 2GB ram, Bluetooth, LED upgraded monitor, Nvidia graphics, fingerprint reader, glowing keyboard, 9 cell battery. I thought it would be nice for the type of work I perform.....data analysis of large data sets. I thought fast processor and eSata port to transfer the many gigs of data I have to analyze would be great on a laptop" That is one of the reasons I was so concerned as the reviewers config was almost identical to what I had specked with Bernard. That said, suggesting that the reviewer complaining about speed could have had a lower RPM hard drive would have been a better response from Bernard than "what's slow for some people is fast for others." Matt W

Thanks for the comment. I should have included more of the customer’s review as he purchased a very hefty machine:

“I purchased a model with vista ultimate, P9500, 250GB 7200rpm hard drive, DVD burner, 2GB ram, Bluetooth, LED upgraded monitor, Nvidia graphics, fingerprint reader, glowing keyboard, 9 cell battery. I thought it would be nice for the type of work I perform…..data analysis of large data sets. I thought fast processor and eSata port to transfer the many gigs of data I have to analyze would be great on a laptop”

That is one of the reasons I was so concerned as the reviewers config was almost identical to what I had specked with Bernard.

That said, suggesting that the reviewer complaining about speed could have had a lower RPM hard drive would have been a better response from Bernard than “what’s slow for some people is fast for others.”

]]> By: Matt W http://collaborationevangelist.com/2008/10/28/case-study-another-dell-misfire-demonstrates-why-web-20-and-customer-service-must-be-linked/comment-page-1/#comment-4 Matt W Wed, 29 Oct 2008 12:36:52 +0000 http://collaborationevangelist.com/?p=169#comment-4 You may find that the faster 7200 RPM drive Bernard recommended addresses the slow startup and wake from hibernation. Both are highly disk intensive. It begs the question: how do you respond to commenters who complain about something as subjective as performance without providing any objective detail (e.g. their hardware config and actual startup time)? You may find that the faster 7200 RPM drive Bernard recommended addresses the slow startup and wake from hibernation. Both are highly disk intensive.

It begs the question: how do you respond to commenters who complain about something as subjective as performance without providing any objective detail (e.g. their hardware config and actual startup time)?

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