Dell's consumer support is the problem. Social Media is only the magnifying glass.

October 19, 2012

Posted By:  whatthedell

3 Votes

Status: Acknowledged

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I think the question about how to use Social Media for consumer support is wrongheaded. The fallout Dell has faced in social media over the years is not due to poor social media management, but poor overall support of Dell's customer base. I was a long-time Dell customer until my last purchase. You puppies lost me for good. And I certainly used social media to explain all the reasons to the world. 

Fix your support and social media will work to your advantage. Not the other way around.

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  • Oct 19, 2012     Comment Link

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    Posted By: IdeaStorm Moderator Cy_J

    I am sorry to hear that you had a poor experience as that is not what Dell strives for.  This session is looking for ways Dell can support customers and their businesses in Social Media.  While technical support could be part of the equation the session is not limited to that single part.  

    If you have ideas on how Dell can improve support based on your experiences, feel free to post a regular idea on the site.  Your feedback is appreciated.