On its blog, Direct to Dell, Dell came back fast on the post by Robert Scoble who posed the question as to why Apple gets better treatment, and Dell gets all the bad media karma.
The language (and hopefully the attitude) is largely influenced by the early Scoble
"We entered the blogosphere in part to take on negative issues. Will we make more mistakes along the way? Sure, but we are listening and learning as we go. In fact, the blog is all about those conversations, and it's why I'm recognizing this debate that goes on about and around us."
Scoble's comments are interesting, because Apple does get a pass, and great reviews. In a previous comment about the bad customer service his son got over a Macbook, he called on the heavywright media tech writers such as WSJ's Walt Mossberg to show off Apple for what it really is. (Note: Mossberg, who has been featured in an Apple ad, always acknowledges his Mac preference):
Hey, Walt Mossberg or Steven Levy, why don’t you call up my 12-year-old son and write a column about Apple’s customer service failures instead of giving them tons of praise about the new iPod cell phone that’s gonna come out at MacWorld in a week?
So Dell would have relished this, and reader comments to their post. Speaking of which Scoble was accused of drumming this up for turning his son's experience into a company face off, and doing it for the kind of traffic that Jeff Jarvis got for his Dell hell post. People see conspiracies in what they want to. If I write passionately about a great experience, or a bad one, does that mean I am going off at the deep end? This might turn out to be less of an Apple vs Dell debate and more about the reviewers and bloggers. Interesting.
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