Share
Explore BrainMass

Dell's Bad Image Impact

Find an organization or brand that has suffered an image impact. How has the organization responded? Was it effective? How would you define 'effective'? What would you have done differently? Write a 700 - 1000 word paper on the above.

Please provide sources of information and write only about topic.

Solution Preview

Find an organization or brand that has suffered an image impact. How has the organization responded? Was it effective? How would you define 'effective'? What would you have done differently? Write a 700 - 1000 word paper on the above.

In 1994, Dell, Inc. was considered one of the top five computer system manufacturers in the world and it saw the potential of using the internet to generate sales and in 1996 it created www.dell.com and seven months after, it made Dell a pioneer of e-commerce. Other consumer experiences were introduced with the introduction of dell.com. Later on, they introduced the e-support and the online technical support system in order to further enhance its reputation among consumers by interacting more effectively than their rivals.

In June 2005, Jeff Jarvis, a media consultant and blogger, purchased a Dell manufactured laptop together with a four year at home warranty. However, it immediately malfunctioned and after contacting Dell's customer support, he was told that he needed to send the machine back to the company since the technician cannot go to his home with the parts needed. It started the anger of Jarvis and so he began to vent his frustrations by writing on his blog, the Buzzmachine.com. His initial post received many comments by other consumers relating their experiences of Dell's poor customer service. Jarvis later on received his laptop back but it was not functioning the way it was expected so he continued to rant on his blog. He started his third post with "Well my Dell Hell continues.." and this was the start of the Dell Hell controversy. ...

Solution Summary

The solution discusses Dell's bad image impact, how it has responded to the crisis and if the actions implemented were effective. It also explains the definition of effective and if one has to solve the problem of Dell differently, how would he or she do it? The paper is at least 700 words. References included.

$2.19