southflorida.bizjournals.com/southflorida/othercities/s -
[Cached Version]
Published on: 2/6/2009
Last Visited: 2/15/2009
As a chief inspiration officer for San Antonio's Sales by 5, Nan Palmero is a technology power user.
So when he flipped open his Dell laptop last week and saw vertical lines, he shifted into uber-geek mode.
He tracked down a YouTube video that displayed the exact problem and called a Dell support technician.
"I wanted to email him the video so he could troubleshoot quickly," Palmero says.
The specialist couldn't accept an e-mail and, instead, started to submit Palmero's request into that black hole, otherwise known as the repair request process.
Annoyed, Palmero sent out a Tweet on social networking channel Twitter.com
"Dear Dell, I could show your support team EXACTLY what's wrong with my XPS M1330 if they had youtube access.
Apparently, it is a common prob," Palmero tweeted.
Immediately, Palmero got a response: "@nanpalmero What's going on with your Dell XPS?
...
• Look up www.commoncraft.com (at the recommendation of Palmero) to watch How-To Twitter videos, which are simple step-by-step explanations using stick figures.