But it was an opportunity lost. Dell, which has been raked over the burning hot coals of the blogosphere (and the market) for poor customer service, had a chance to say "we're not sure what caused the blaze, but we're going to restore this guy's truck anyway, just because that's what kind of company we are." Dell had a chance to show itself as something more than a faceless multibillion corporation that doesn't seem to care about its customers.
Don't blame Dell's PR department. In my experience they've always been responsive, helpful, and honest. This attitude comes from above. It's the culture. And it starts at the top.
Forqueran's truck may look like a marshmallow that's been dropped into a campfire, but it's Dell reputation that's in flames.
Should Dell buy the guy a new truck, or should he just get over it and move on? Post a comment below or write to me here and let me know what you think.