Dell to Recall 4 Million Laptop batteries

Dell, earlier today announced the recall of more than four million notebook computer batteries because of fabled overheating problems, which in at least two cases, can burst into flames.  The Wall Street Journal said it was the largest recall in computer history.

Direct2Dell, the company's corpspeak-laden blog said that the recall was decided after a lengthy investigation during which the decision to "err on the side of safety was never in doubt."

This is an expensive recall.  Perhaps not as expensive as the potential litigation that could come from not making it. But that is not the key point.

The key point is that in this particular case, the company has done the right thing and they are to be applauded for it.

[NOTE: This post was fixed because of an error pointed out by Marc Orchant in the comment section below.]

Comments

[Marc Orchant]

Only the batteries are being recalled Shel. The press release they issued this evening states that customers can continue to use their notebooks safely with the AC power cord while they wait for thier replacement batteries.

[Christian Brinck]

Hello! Does this mean that Dell, with their blog on the recall, has actually done the thing you write about in "Naked Conversations"; that is raising their credibility because of honost blogging about their mistake?

[shel israel]

Christian,

Dell has a long, long way to go before their credibility stops going down in freefall, but yes, this is a significant step in the right direction.

[Christian Brinck]

Shel, in your opinion, should a company in a public crisis - like Dells - with bad press coverage just let employees and up to managers start blogging away with costumers and the companys constituents about the problem OR should they have a specific strategy for blogging as a tool to twart a public crisis?

[shel israel]

Good questions, Christian. In my opinion, companies would be surprised with the results they get if they show they trust both their employees and their customers. Being human, is proving far more effective than being on message.

[Christian Brinck]

Maybe, Shel, but it is difficult to convince upper management to let employees write freely and also raise criticism about the company. I think, it is because blogging is a new thing.

First and foremost one must explan exactly what blogs are. To accept blogs, you must first understand them. It sounds simple, but in my experience it is not.

How would you explan what blogs are to someone who does not know what they are?

And furthermore, when I explan it, people often say that blogs are just like e-mail or like a website with sites open for online debate and discussions...

[shel israel]

Christian,
There are several really good books you could present to management. I know one that I'm particularly fond of...

[Christian Brinck]

:-) I'm sure you do. But I gotta wake some interest before both management and employees will read books about blogs. I'm working on a short PowerPoint introduction, which could spark some interest. Based on a good book on blogs I've just read...

[josh]

I bought a replacement battery for my Dell laptop about a month ago from www.laptopsforless.com and it works great. Is there any reason to think that a replacement laptop battery would be any worse that the manufacturers?