Better products, better warranties, even at a premium?

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Better products, better warranties, even at a premium?

100 points posted to Service and Support by phubert28 03/28/07

In this suggestion
http://www.ideastorm.com/article/show/65077/Customer_Confidence
I added a comment retarding COMPONENT warranties... disk drives & power supplies.

Here is a company that might serve as an example...
D-Link offers 11-year warranty on 802.11n stuff
http://www.theinquirer.org/default.aspx?article=38561< Dell, could you consider offering premium warranties on high-end versions of your products???

I think more than a few customers would show their appreciation with PURCHASES.

Does customer LOYALTY matter to you??? Again, ask how that can be achieved.

phubert28 03/28/07	Customer CONFIDENCE, customer LOYALTY, better products and warranties, easier ORDERING, better overall customer experience (hardware diagnostics, firmware upgrades, and system RECOVERY)... All these could go in a single heading... a number of us have been dancing around the issues, with a point here and a point there... How could these be consolidated? And, wouldn't it be REALLY nice if we SAW Dell responding IN this forum!!!
benjesuit 03/28/07	I agree. I wish that a 3 year warranty were standard. Complete care and accidental should reasonably be the premium elements. However, I read recently that the greater portion of failures or warranty issues with new computers (desktop and notebook) occur within the first year of ownership. I find that to be true in my experience also. That's why I think it a crime to charge $$$ of 2 and 3 year warranties when the statistics suggests the probability of a claim after 1 year is low. BTW, what's the deal then with Capt. Sensible demoting nearly everything?
phubert28 03/28/07	I once had a Gateway that had two motherboards fail within the first year, with the THIRD failing JUST AFTER the original warranty expired. Then I wondered why it was that REPLACEMENT parts would only be covered for the REMAINDER of the ORIGINAL warranty. My background is mainframes, mini's and data centers. There the equipment is usually covered by maintenance contracts as long as you run it, and usually the original vendor HAS such a service arm. On Dell servers, we see power supplies, in particular, failing routinely within the 3-5 year warranty coverage. This is far more true for the 1U servers than for the 2 & 4U models. It also seems that most replacement parts are rebuilt rather than new. We even ran into a Raid 1 Precision Workstation where apparently the original drive was no longer available. (this MAY be incorrect just in case Dell is really READING these things... the guy involved in ordering was young and impulsive and may have OPTED for a higher capacity drive in spite of losing the ability to RECOVER the contents of the existing, remaining functioning drive)... so if the former is true, Dell was actually failing to support the PURPOSE of ordering a workstation configured with Raid 1 drives. The overall issue isn't a narrow one... it involves ALL issues of reliability, including updates and recovery.
captainsensible 03/28/07	Sorry, looked like a repeat.
benjesuit 03/28/07	Of course you realize, Capt. you're having ZERO impact with your demotions. They are not clearing up any clutter nor are they bringing awareness to clutter. It looks silly what you're doing. Unless of course I'm missing something. But as I see it, you'd need an army of "you's" to even begin to make an impact. But think of this; even if ideas are a repeat, that's actually a good thing. Why? It just shows what people really want from Dell. I'm sure many do not do a search before they post. And so what? I just goes to show the consensus of would be or current DELL customers.
captainsensible 03/28/07	It does appear that way. But I have 10 hours every day to read through them over and over. If only there was more organization.
phubert28 03/28/07	Well, clearly the wonderful 'demote' button was never intended to provide any more useful function than quieting the demand for a demote button!!! We really DO need a sense of humor if we decide to continue participating here...
phubert28 03/28/07	So, do you mean something along the lines of: "Help! I'm LOST in IdeaStorm and I can't get OUT!!!"

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