Once again, e-mails and unsealed court documents are coming back to bite a company—this time Dell. Once widely admired for its “direct-to-consumer” model, Dell’s reputation has been going steadily downhill for several years, thanks to bad accounting, bad business strategies, bad customer service and as we now have learned, products with problems that the company tried to sweep under the rug. Bad PR appears to be an integral component of the cover up. Computers that have the potential to catch on fire are never a good thing, yet a PR strategy was set that denied there was a safety problem. Already some pundits are asking if Dell’s reputation is going the way of Toyota or BP—what do you think?
–Scott Van Camp