Microsoft Responds to Blogger’s Computer Troubles

Posted on March 6th, 2006
By Todd Zeigler in Blogs, Marketing, PR

Last summer, prominent blogger Jeff Jarvis used his site to complain about his buggy Dell computer and Dell’s subsequent unwillingness to live up to the terms of their warranty. Jarvis’ posts led others to come forward with their own problems with Dell, and ultimately a sort of grassroots movement against Dell formed. The situation hurt Dell’s brand. (Read a great case study on the situation).

Well, the author of the popular Gaping Void blog, Hugh MacLeod, recently bought a new Tablet PC and was having serious problems getting the Wifi to work. He got frustrated and began to point the finger at Microsoft. A Microsoft employee in Texas quickly got in touch with MacLeod and helped him fix the problem. MacLeod is now a happy camper. Crisis averted.

This is the way the world works now. Companies that don’t recognize that are at a huge disadvantage.

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Rita Desai

March 6th, 2006 at 12:08 pm

A responsive customer service (technical support, in this case) program always makes for a happier consumer. We might ponder where PR fits into all of this, is it a part of the customer service function (ensuring that all consumers are happy with their product) or should PR issue directives to customer service in a post-sales public relations/customer relations capacity? Or should customer service create their own programs that address the impact of quick information relay on the internet (blogging, that is) and its effect on the sales of their product?