Kennesaw State University

Social media ends Dell Hell

Not too long ago Dell, the big maker of personal computers, was getting a barrage of angry complaints about customer service. Influential blogger Jeff Jarvis was writing about Dell Hell, and other social media experts around the world joined the fray.   

Dell executives started listening. More than 100 employees are now actively tweeting to 1.5 million followers, according to And the company claims direct customer interactions on Twitter have generated $6.5 million in sales. tells the story of how Dell dug itself out of the quagmire and rebuilt relationships using social media. It’s a good read.

One Comment

  1. Joseph Hogan
    Posted January 4, 2010 at 12:46 pm | Permalink

    I have been through Dell Hell…No matter what they do now, I would never…NEVER…consider purchasing or recommending a Dell product…It was torture for me as a customer…and more importantly…a very difficult lesson about customer rights.

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