I’ve been following Jeff Jarvis’s saga about Dell not because I own a Dell computer (I’m a Mac switcher), and not because I’ll ever buy a Dell computer, but because it’s instructive — it’s a great lesson for any company on what not to do in customer relationship management and online reputation management.

The saga has just reached a new level. Apparently Dell’s hired an outfit called CGI Group to handle their online PR.

This is part of an amazing comment that someone (it’s not yet confirmed that this person is employed by CGI Group, but judging by his domain, he may well be), left on Jeff’s blog:

I’ve been working with Dell the past three weeks researching trashy blogs that worms like you leave all over that frigen blogosphere and I cant honestly say that Dell is trying to take a step towards fixing their customer service. They hire guys like me to go on the web and look through the blogs of guys like you in hopes that we can find out your problem and fix it. But honestly I dont think you have a problem Dell can fix. Your problem is you have no life.

The mind boggles. It’ll be interesting to learn whether this person IS employed by CGI Group, especially with this Who We Are statement on the company’ site:

Welcome to the GCI Group website and thank you for visiting. What makes me particularly proud of our site is that it puts a spotlight on two key drivers of success in our business — our people and our clients. When you can bring together great talent and great companies the result is what has earned us industry accolades, brought us challenging assignments and has exposed us to the value of long-term relationships.

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