IdeaStorm
Over 19,075 ideas submitted. 741,226+ votes. 98,023+ comments. 537+ ideas implemented.
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Windows 8 Reinstallation Media Request and Download Link [Revised]
Dell should force Microsoft to provide a direct link to a Windows 8 .iso that is available free of charge for everyone. Microsofts current online distribution mechanism for Windows 8 is awful. It firstly requires the user to have a functional previous version of Windows installed. Next it does not allow the user to select 32 bit or 64 bit only downloading setup files which correspond to the bit of the previous version of WIndows. Finally it requires the user to pay for an additional product key. It should be noted that users already have a product key with preinstalled Windows 8 but it is hidden within the system's BIOS. They cannot use this product key to download a Windows 8 .iso. Right now everything is downloadable except for Windows which is required to run everything else Dell have available to download. The .iso would allow users to download everything they require for clean installation of Windows which is necessary to resolve many software issues including complete corruption of the Operating System due to Viruses/Malware and also allow users to get back on their feet after common hardware failure such as the hard drive failing. The Windows 8.iso would also allow users to perform StartUp Repair and to repair installations. Moreover a clean Install of Windows offers vastly superior performance to the Dell factory settings especially after Service Packs are released and is documented in my worldwide adopted Windows Reinstallation Guide: http://philipyip.wordpress.com/dell-community-forums/ In addition there are alot of software issues including out of box experiences, the inability to make recovery media using Dell DataSafe which could all be resolved with a Windows Reinstallation DVD or USB. Note with the Windows Reinstallation USB it should be identical to the Reinstalaltion DVD and not have any bundled drivers or software not present in Microsoft retail Windows DVDs. Otherwise it is as useless as the factory settings. Due to the new product activation in the OEm version fo Windows 8 a generic Windows 8 .iso could be used to Clean Install Windows 8 without the need for phone activation. Users should be able to: Download a Windows 8 .iso from Microsoft. Procure a Reinstallation DVD or USB with the system at the time of purchase. Dell used to be great at user customisation but their software options have become increasing limited. The reinstallation DVD or USB is an example of this. The current method of getting a Reinstallation DVD or USB is waiting for the system to arrive and then having to contact Dell Technical Support. This forces users to use the factory settings until the DVD or USB arrives. In which case there can be alot of software issues, the XPS 8500 had alot of user out of the box bad experiences which could have been easily resolved if they had the Reinstallation DVD or USB. Bare in mind also there is only a limited time the user has to send back the system and if they are diagnosing an out of the box experience time is lost waiting for the Reinstallation DVD to arrive. There should be an online form to procure Reinstallation DVD/USBs from Dell for customers outside the US. The US form is here http://support.dell.com/support/topics/global.aspx/support/dellcare/en/backupcd_form?c=us&cs=19&l=en&s=dhs&redirect=1&DoNotRedirect=y HP for instance have the ability to request media via an online form in the US, Canada, most European countries and elsewhere http://h10025.www1.hp.com/ewfrf/wc/document?cc=uk&lc=en&dlc=en&docname=bph07143 however the HP Recovery Media are equivalent to the Dell DataSafe Media (i.e. factory settings). There has been many a user dissatisfaction for Dell users requesting recovery media in this poll here: http://en.community.dell.com/support-forums/software-os/f/4677/t/19476992.aspx This would improve Dells software services significantly.
Categories: Desktops and Laptops, Operating Systems, Service and Support,
Alienware m14x Left hinge consecutively breaking on multiple machines
Jun 19, 2013
1 Vote
Status: Acknowledged
I think Dell should pay more intrest in this topic because many people have this problem. If you are going to pay upwards of 1500$ for a gaming machine, I believe it should be durable and last. The problem is the left hinge on the Alienware M14x will break after "unusual wear and tear" as dell employees call it. This problem will occur after 15-30 months aprox. I have had my M14x for over 2 years and today I woke up and I opened my computer screen and i heard a crack followed by the left hinge breaking. There are many reports of this incident on multiple threads. e.g.http://en.community.dell.com/owners-club/alienware/f/3746/t/19497478.aspx http://en.community.dell.com/owners-club/alienware/f/3746/t/19509325.aspxhttp://en.community.dell.com/owners-club/alienware/f/3746/p/19453816/20351006.aspxhttp://en.community.dell.com/owners-club/alienware/f/3746/p/19453816/20351006.aspx as each of the situations state. the left hinge is indeed the problem and is do to no wear and tear. Dell continuously gives the tech support to the costomers saying they need to pay 340$ to totally replace the lcd portion on the computer. As a student, I know that some people do not have very deep pockets. The hinge usually encounters slightly more resistance over time and eventuallu it gives, due to the stress. They did a total recall for this problem on the M11x. As we know the M14x has a larger customer base and yet with all these people with the same problem, Dell will still not fix this problem. Thier online liaison stated that the hinge being broken is wear and tear.No. The Complete Care Coverage warranty does not cover wear and tear. Covered = * Liquid spilled on or in unit * Drops, falls, and other collisions * Electrical surge Not covered = * Intentional acts of damage done by you or anyone else * Fire * Theft or loss * Normal wear and tear (hinges, bent AC adapter cabling, keyboard keys) * Consumables (batteries, LEDs) Liaison for Alienware and Monitors. Let me know on this thread if you need additional assistance. I dont know what the rest of the community makes of this problem but, suddenly one day the hinge breaking and not being able to close the screen on my machine without doing further damage, does not sound like normal wear and tear to me. Please send me your feed back and tell me what you think. Regards, Ben Wu
Categories: Desktops and Laptops, Service and Support, Alienware,
Better Info on which version of OS is preinstalled on system
May 29, 2013
2 Votes
Status: Acknowledged
I recently bought an xps 8500 system with win 8 64 bit installed not realizing there is an edition of the os with certain capabilities removed such as gpedit.msc, secpol.msc , among other capabilities which in all your media it's only stated as being windows 8 while at the same time extolling all the virtues of the new os with no mention of the different types of the os.This system is marketed as a premium performance sytem but is sold with a bastardized version of windows 8. This same issue also shows in the wifi card installed. When customizing for wireless networking add ons all three types of routers listed are dual band and 300+300 capable. Remember this is supposed to be a top of the line box so customer assumes this package would be cutting edge but lo and behold the wifi card installed is useless for the premium routers offered since card is only single band. Dell should offer all options of os to be procurred with a sytem thereby avoiding customer dissatisfaction and avoiding added cost for all involved in return of sytems and loss of loyal customers. Now off to customer service for an RMA and then reorder another sytem to correct the inaccuracies of a marketed top of the line homesystem that is hobbled in key areas.
Categories: Operating Systems, Service and Support,
Dell Lost Money.....duh!
May 17, 2013
5 Votes
Status: Acknowledged
If Dell would bring support back to the USA they would probably save what customers they have left! After the last go round with someone on the other side of the world that spoke very poor English and with the listening skills of a 3 year old I swore this would be my last Dell. You would have thought Dell would have learned something from Compaq when their extremely poor customer service drove them out of business and HP...which way back when they had excellent US based customer service...bought them... Compaq... for pennies on the dollar. I don't understand why companies like Dell and HP can't understand we as consumers have other options.I now have my computers for work built by a local mom and pop shop that really cares about their customers and will build to my specs. Heck...they even built me a computer with XP on it because some of my older and better graphic programs will not run on anything higher. I don't think there's any of the computer companies left that has US support! These farmed out labor camps over seas couldn't care less how they treat the customer. Set aside the culture differences.. there is no loyalty to the company. The fact that a US company can not phone monitor customer service agents in India will be the demise of many companies .... computer or what ever.So if Dell wants to get back on top they need to bring Customer Service back to the US...plain and simple.
Categories: Service and Support,
Ability to purchase small replacement pieces (Laptop Keys) for laptops directly from Dell.
May 22, 2013
4 Votes
Status: Acknowledged
Recently a key broke off from my fairly new laptop. The warranty had just expired days earlier. I was shocked when I called the dell service desk, and they said the only option would be to send in my laptop and spend $170 for a replacement keyboard. I had done research before I called, and found websites that sold the keys (Keys, the plastic support piece, and the rubber cup) for around $4. When I told the Dell rep that I was going to peruse this other website for the replacement piece, he got angry and said "There is no website in the world that you can buy individual laptop keys from". I ordered the key, and it came a few days later. Worked like a charm.I find it hard to believe that it is impossible to buy the laptop keys from dell. I understand that older models would not be available. I would have much rather purchased this from dell, over some random website. In the end, this website came through like a champ, and I came away with a sour experience with dell.
Categories: Accessories (Keyboards, etc.), Dell Web Site, Service and Support,
Clarify Original Configuration Parts List
May 23, 2013
2 Votes
Status: Acknowledged
I'm a long time Dell tech, and having recently retired, I've got a small business buying up broken Dell machines andrepairing/refurb'ing, putting Linux on them and reselling.. I specialize in D-series Latitudes and especially look for oneson Craigslist/eBay with the Nvidia video options. My suggestion is to PLEASE PLEASE PLEASE clarify the "system configuration/original configuration" parts list. Currently, reading it, is like trying to read swahili. Since I request the service tag from the selller prior to buying the broken system, I use it to *try* to determine the original configuration of the machine, ie: video adapter, hard drive size, etc... I'm sure Dell employees understand all of the abbrieviations used in the parts list, but the rest of us do not.....
Categories: Service and Support, Small Business,
Stay Away! Dude it's a Dell
May 17, 2013
2 Votes
Status: Acknowledged
I returned a laptop less than a year old for repair. The repair technician claimed the laptop was returned damaged. The service rep said it was either dropped, pierced or had something spilled on it. I would like to attest that none of the above was true. I received the computer from the employee I personally inspected and tested the computer. I tested it to be certain the RAM cards were not broken, and that the power cord or battery was not the problem. I then packed it up about three weeks ago and sent it to Dell (in the prepaid Dell box) fully expecting to have it back and in operation in about 10 days. But what ensued were about ten phone calls varying in length from five minutes to about 45 minutes (one at 5:30 AM) with a variety of service reps whose favorite line was “I understand how you are feeling”. They seem all like decent people but it appeared no one was communicating with each other because I got the same story every time. “It’s not covered by warranty because the computer was dropped.” This is what has been finally landed on after first not knowing initially if it was result of a spill or the casing pierced or it was dropped. Again it was not dropped spilled on or pierced. On principle I could not say it was when it was not. Persistently I kept up the communication and finally spoke with a Dell rep in the Philippines. After being on hold for ten minutes, hHe said it would be repaired and returned. When I hung up we had a minor celebration at the office but when it was returned it was not repaired but it was damaged. The hinge was now cracked and Dell now insists that’s the way we shipped it. Finally the escalation rep agreed to check with DEPOT (whatever that is) to find out if it was damaged in transit. Its hard for me to expect a favorable outcome.So beware I would not wish this experience on my worst enemy! So my idea is to treat the cust0mer with respect. The worst things you can do to any one is to ignore and stonewall them.So my idea is to treat the cutomer respectlfully by being responsive. Get rid of the on hold quagmire. Work on defragmenting your internal communication and enpower your reps to be able to make decisions. Lastly try to remember not everyone lives in the central time zone.
Categories: Desktops and Laptops, Service and Support, Small Business,
Best Service Delivery from DELL
May 18, 2013
1 Vote
Status: Acknowledged
Hi AllI purchased a DELL Inspiron 1510 Laptop in year 2010. I was bit apprehensive of choosing DELL at the first instance as there were many brands available and i was unaware of Service quality of DELL.The Laptop i purchased got damaged within a week as the screen was damaged while handling, i broke down with fear that i lost all my money and talked to customer care person, fortunately i took 3 years complete accidental cover for my laptop. To my amaze, the laptop screen was replaced within a week, and it was my first good experience with DELL. Had it been other supplier must have either denied or deferred stating that this things are not covered, or you have to pay this or so. Last 3 years of experience has changed my view of DELL, now i am deadly fan of DELL equipments.I feel myself lucky that i purchased DELL laptop. Hope to get service from DELL in ensuing years as well as i got in past yearsRegards
Categories: Dell Community, Desktops and Laptops, Service and Support,
Windows 8 OEM .iso Download Link
This is a revisited idea: http://www.ideastorm.com/idea2ReadIdea?v=1359716928871&Id=087700000008lKJAAY However Microsoft have cleverly stepped up their game with regards to product activation of OEM media. The Windows COA is done away with and a product key is hidden within the systems BIOS. Reinstallation media will detect the product key, select the correct version of Windows 8 and activate online once installed. For systems that don't have a product key the media will ask for a product key or tell the user their system doesn't have a valid product key. The problem is that Microsoft are implementing insane OEM media policies. Dell and Microsoft are extremely reluctant to ship media out to customers. Reworded Dell because of Microsoft re extremely reluctant to ship media out to customers. The reinstallation DVD is mandatory to fix an an assortment of problems. These are all documented in my Windows Reinstallation Guide and Related Wikies: http://en.community.dell.com/support-forums/software-os/f/3524/t/19480753.aspx The situation in Europe or outside the US is in particular bad and is mentioned in great detail here: http://en.community.dell.com/support-forums/software-os/f/4677/t/19476992.aspx These insane OEM Media Reduction/Anti-Piracy/Green policies are completely insane and will only serve to increase piracy. If users cannot get media to install many will look to piracy, period. Dell DataSafe media must be created by the user and many users only look for media when they run into an issue. Often users have troubles making media and often the created media doesn't work. The media created by DataSafe cannot be used for clean installation or a StartUp repair. Even those customers that are successful in requesting reinstallation media must wait for a few days to have it shipped out meaning several days of wait and of unecessary system downtime. A service like My Dell Downloads cannot be used as the system must be registered and a valid OS must be installed in order to register. An infinite loop will occur for one with a broken hard drive.... A direct download option must be made available and one that must be available directly on another system alongside with an easy means of making a botoable USB stick or DVD. Users can be prompted to get it from Microsoft and to fill in a form with their email or alternatively from Dell. If its a blank image from Microsoft, it would be good if Dell included a System utility on the Drivers and Downloads page to restore the OEM customisation/branding/themes.
Categories: Operating Systems, Service and Support, Software,
Make Dell Microsoft Windows XP, Vista, 7 .iso Files Available to Download
I would like to request Dell to make Dell Microsoft Operating System .iso files available to download. These .iso files should include, the latest service packs, the latest version on Internet Explorer for that OS and nothing else. For example: • Window XP Professional 32 bit with SP3 & IE8 • Windows Vista Business Edition 32 bit with SP2 & IE9 • Windows 7 Professional Edition 64 bit with SP1 & IE9 Of course make all versions of Windows available to download from say 2000 Professional including Vista/7 starter. This has become more critical because Dell are (by default) no longer shipping OS DVDs when you purchase a new Dell system. In fact the lower end systems such as the Inspiron do not even have the option to purchase reinstallation media with the system. While there is a link to request media in the U.S. It is less convienient to get the media elsewhere. I think even alot of U.S. users would prefer being able to download the .iso file direct from Dell. I know there is the Dell Datasafe program but its method will give you all the preinstalled software etc. which the end user may or may not want. I know that many end users will not create the media and only will only look for it when it is too late. e.g. at hard drive failure. In addition I and some other users have experienced some reduced performance after installing the latest Service Packs/Internet Explorer. This may be due to some conflicts with ATI/Realtek drivers with the Service Pack. Restoring to factory settings cannot fix this problem as the Service Pack is again installed after the drivers. Installing Windows and then the Service Pack prevents such a problem. A Dell windows installation DVD with the Service Packs slipstreamed would be the best solution to prevent this problem. Digital River, Microsofts online store partner have .iso files available for both Windows Vista and Windows 7 which can be found here. These can be used in conjunction with a Dell OEM product key, however it does not give the Dell logo in system and phone activation is required. Dell are a big corporation and should be able to settle a deal with Microsoft to make the Dell custom .isos available for download. There could be an online form where the user has to enter in both their Windows Product key and Service Tag providing that their Product Key is not faded. For those that do have a faded product key, there must be a backdoor somewhere a user can instead submit a picture of their faded COA and be allowed to proceed. I have made a sketch of what the form should entail. It is fairly simplistic. Since the first stage of the form makes the user input their service tag, links could be provided to Dell parts and upgrades. Dell of course may make additional revenue here by recommending the user to purchase a larger hard drive from Dell or additional memory from Dell and say it is Dell recommended to do these upgrades before installing Windows. Note they could also have a link to upgrade to a newer version of Windows such as Windows 7 Ultimate or an upgrade from XP/Vista to 7. This will suit Microsoft aswell as it will provide them with more revenue. The user could then purchase the software upgrade and instead download that .iso file. Could do a similar thing with Microsoft Office OEM Upgrade discount or Full OEM version if not originally purchased with the system. I was going to say that Dell could charge a reasonable fee of $5 for the service of downloading the .iso files although I would rather that they wouldn't. However I think if it has the suggested OEM hardware and software upgrades, then it is probably a better means of revenue for them. Just to note I posted a similar idea here before but that was based on XP and not as well thought out.
Categories: Advertising and Marketing, Operating Systems, Service and Support,