Earlier this week Ace News Editor Radimus posted about an article on the consumerist website in which a Dell Kiosk manager writes about some consumer tips to help people get the best of a good thing.
There was also some information that a Dell representative tried to get the Consumerist to pull the article.
Well now we have Dell Digital Media Manager Lionel Menchaca’s feedback on the Direct2Dell blog. His response..
Now’s not the time to mince words, so let me just say it… we blew it.
I’m referring to a recent blog post from an ex-Dell kiosk employee that received more attention after the Consumerist blogged about it, and even more still after we asked them to remove it.
In this case, I agree with what Jeff Jarvis had to say: instead of trying to control information that was made public, we should have simply corrected anything that was inaccurate. We didn’t do that, and now we’re paying for it.
Hopefully Dell will now be reminding everyone within the company that they are (and please excuse the bit of management speak) a ‘customer focused organization’. Certainly the ideastorm site does seem to be better than the old ‘community’ forums (where Dell refused to participate in their own forums!)