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Monday, August 14, 2006
Dell blog neglects burning battery recall
Since Dell launched its blog, I’ve been pretty staunch in my defense of the approach they’ve taken and counseled patience in letting them get up to speed. I still think they’re doing a good job and still counsel patience. But I have to admit I was a bit surprised to see a news report that Dell is recalling 4.1 notebook batteries but no mention on Direct2Dell.
The recall is for the battery that famously burst into flames back in June. Dell announced it was looking into the incident later in the month, and decided today to issue the recall.
When Dell launched the blog, many of the critical comments—both in other blogs and in comments to Direct2Dell—mentioned the flaming laptop as an issue the blog should have been used to address. I didn’t necessarily agree, but a self-effacing post admitting that the recall was necessary and has been gotten around to would have been appropriate. The oversight counts as a missed opportunity and fodder for the voices that continue to be critical of the blog.
UPDATE: Direct2Dell now has a comprehensive post on the recall. Why that post went up later than the CNN/Money report, though, is beyond me.