Dell apologizes, and life goes on

My respected friend Lionel Menchaca at who runs the community programs over at Dell exchanged a series of emails this last week. A former sales employee of Dell released a series of tips on how customers can ‘work the system’ to get the best deals for a Dell computers.

Dell asked for the post to be removed by the consumerist who posted the information, they refused. Lionel, the blog warrior at Dell is working hard to open up the company to build better products, have open lines of communication and do what’s right was sick, and was unable to respond during the chaotic exchanges.

Later, Lionel released this apology, which according to the 120 something comments was a sincere apology. Corporations, which are run by humans, make mistakes. Corporations that give human, sincere apologies can win back customers.

Lesson: The power of media control is shifting, corporations that embrace this change stand to benefit, and um, Lionel, I hope you’re feeling better.

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  • I’ve been quite public about my appreciation on how Dell has turned some very important corners on the way from Hell to Swell. It’s caused me to consider my next company’s purchase of Dells.

    As much as I appreciate Lionel’s apology here and using publicly disclosed information as a force for change, I am somewhat amused at what a free ride the customer service professional who relayed the insider tips to The Consumerist.

    As much as we like to hold corporations accountable and hold their feet to the fire, whether or not malice was intended, we should also hold former employees as a countable with the confidence in information learned while on the job.

    If all this stuff was disclosable, said insider would have provided his name, since he didn’t I can only imagine what he disclosed transgresses some element of his employee contract.

    For me, as much as I appreciate transparently operating companies, we should also have a similar respect for employee agreements. To roughride over stuff that shouldn’t be disclosed and lionize the divulger misses the balance for me.

    Good work, Dell …questionable ethics Loose Lips.