I like what Dell’s Lionel Menchaca blogged in response to Robert Scoble’s argument that Apple gets a free ride in PR vs. Dell:
Media coverage isn’t the real issue–it’s really about our customers’ experience when they deal with Dell. No question that incidents of poor customer service resulted in bad PR for us. And it wasn’t just Jeff Jarvis. Could we have handled that situation better than we did? You bet. For us, there wasn’t an arbitrary tipping point–things were bad so we’ve tried to fix them and will continue to do so.