Jeff Jarvis catalogued the repeated failings of Dell customer service, from
emails sent to him that used the wrong name, to many time-inefficient
diagnostic tests Dell wanted him to carry out, and still after much to-ing and
fro-ing he had a computer that did not work and a warranty that seemed
useless. His posts continued to attract many comments, and he often spoke
directly to Dell in his blog, exhorting them to listen and to respond.