Is Dell Finally Paying Attention to Bloggers?

Is Dell finally paying attention to what bloggers write about their experiences with the company's poor customer service, which has been the subject of many complaints lately?

Maybe, if a quote in the May 13, 2006 edition of the New York Times by Joe Marengi, senior vice president for Dell's Americas business, is accurate. The Times wrote: "Staff members are being trained to resolve complaints before they escalate.

Marengi reportedly said: "The amount of escalations were going way too high. You can go out and see on the blogs what is happening."

For more, see Damon Darlin's "Dell's World Isn't What It Used to Be." And never will be again.

Thanks to BuzzMachine's Jeff Jarvis  for the tip. He is mentioned in the article as an example of what can happen when Dell treats its customers shabbily. Jarvis has written a series of posts about his trouble with Dell's customer service. His post inspired some of his readers to post their complaints.

By the way, the Chicago Sun-Times had a Dell customer service complaint in its May 12, 2006 edition headlined "Dad Does His Best, But Laptop is Mission Impossible."