Thursday, October 31, 2013
Here is an interesting PR problem. Purchasers of Dell Laptops are complaining that their new machines smell like cat urine. Dell says it has fixed the situation in its manufacturing process and it is taking in affected machines for repair and/or replacement. As laughable as the situation sounds, Dell has to treat it seriously. The computer market today is one of brutal competition and no matter how ridiculous a complaint may seem, it is dangerous to ignore an unhappy customer. Ideally, Dell should have caught the mistake before any machines went out the door, but once done, the issue becomes how quickly one can make up for the error. Dell was apparently slow to respond but has moved quickly since. Note that the news came from a users forum that was posted to an online news site. Nothing is secret for long.