I have had my share of run In’s with companies over support issues in the past and some of those comments were written on this website. In fact some of those comments lead a company to making some serious changes in their customer support system.
Companies need to learn that if you try and screw your customer expect them to tell everyone they know and when you have a weblog it can be to a lot more people. In the same vein people need to work with the company as much as possible before loading both barrels.
I read stories all the time about peoples horror stories but one thing that always wins my heart is when the blogger documents their case very clearly, and tell the whole story.
How Dell took care of this particular blogger was good but the question really is, did they do so because he had a well followed blog. How many not so famous bloggers have spoken up and not been taken care of. I think it’s time to start keeping our eyes open for more of these type stories. [Business Week]