A man was having problems with his Dell computer. He contacted customer service. Anyone who has contacted their customer service can probably figure out how that ended. Eventually he sent the computer back to have Dell look at it. Dell lost it. The replacement offer was not adequate. The man decided to sue, but in a very creative way.

Most people who file a lawsuit against a big company will have the suit sent to the company headquarters. Dell had already shown this man that their internal communications system was a mess, so he decided to attack them where they were weakest: the mall kiosk. Just as he probably expected, the kiosk received the lawsuit and failed the notify company headquarters. When the man went to court, Dell never showed up. A $3,000 judgment was awarded in his favor. This obviously got Dell's attention, and they made him a settlement offer with the promise they wouldn't appeal.

The damage done to Dell has been made much worse now that the story is out in the news. Who knows what this will cost them in lost sales. One thing is for sure: they are going to increase communications with their many kiosks.
Techdirt: Secret To Suing Dell: Focus On A Kiosk, Not Headquarters