It’s a cliche that they used to teach in Marketing schools all over the world. A happy customer tells 1 person, a dissatisfied customer tells 10. That was then, this is now. With the advent of social media, a customer who has a bad experience can tell millions. Someone at DELL, probabaly in marketing, has swallowed the manual that says that a company should engage with its customers. The company has about 25 twitter accounts, some more active than others. Pity they don’t invest so much in their customer service infrastructure. Last week, my DELL XPS M1330 laptop started to behave strangely. The symptoms included the screen being covered in vertical multicolored lines. The first email went to support on Saturday the 27th of June. The reply took 2 days, arriving on the 29th of June at 17:31 – it

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