Dell Gets Dangerously Close to Hell Again

But Public Apology Saves It From Worst of PR Flames

By Published on .

The Consumerist posts 22 Confessions of a Former Dell Sales Manager. Dell, as you know if you read Ad Age religiously, is supposed to be trying to undo all the harm resulting from previous bad behavior resulting in Jeff Jarvis' "Dell Hell" campaign.

So does Dell, when confronted with a not-so-friendly Consumerist post, a) roll with the punches and try to counter the claims or b) bring out the lawyers?

The answer is "c," both of the above. Dell initially demanded the post be taken down. That, of course, roused up the usual rabble (just joking, Jeff) and that, in turn, led someone at Dell to do some very public damage control by way of a post titled Dell's 23 Confessions.

I don't know which statement from the confession, written by Dell Digital Media Manager Lionel Menchaca is more astounding. This one: "Now's not the time to mince words, so let me just say it... we blew it." Or this one: "In this case, I agree with what Jeff Jarvis had to say."

Both Jarvis and The Consumerist have responded favorably. The Consumerist declares: Smart moves all around by Dell. The backlash was growing. It was Dugg, Slashdotted, Farked, Jeff Jarvised... not to mention the scores of other blogs that picked it up. WiseBread ran a poll where 54% of the 1.937 respondents said they would boycott Dell if Dell persisted in its takedown efforts. It takes courage to admit you're wrong. We commend Dell for that. Though, why acknowledge the mistake to the Internets, but not to us? There was no note in our mailbox.
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