If you've been following Jeff Jarvis' interesting experiences in his dealings with Dell, the PC maker, in trying to get his laptop repaired, Christopher Carfi has a great commentary in his latest podcast that extends this story, looking at what Dell's done with their US customer support forums.

It seems to me that Dell has broken a least 4 of the points in Christopher's Social Customer Manifesto.

I've had Dell PCs before and have always had an excellent experience. That's the buying process, though - I've never had to deal with customer support. Reading Jarvis' posts, and many others, and listening to Christopher, I'd think twice about Dell if I was looking right now for a new PC. It looks like many others think the same.

All About DELL - The Social Customer Manifesto Podcast 7JUL2005

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