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,
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.
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
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.
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.
In recent months there have been a number of discussions from users who ask about improvements or spare hardware for their laptops; most notably these are the Alienware M11 and M14 laptop, which have since been discontinued by Dell. Now the reasons why a system gets discontinued is pretty straightforward - if not enough customers warrant the demand, or their system configuragarions have proven too unstable to continue their manufacturing, they are removed from the product line... the problem that happens more often than not, however, is by the loss of these systems for people who have bought them under a warranty a few months before, still with 3-5 years of hardware maintenance left, there is not enough supply of components (refirbished or otherwise) to support that demand of replacement.This proposal, therefore, is to restructure the "Parts for Your Dell" service to enable component-supplies to be sufficient for those still actively under warranty with discontinued systems. For people who still have systems that were discontinued and are no longer under warranty, Dell provides a small cashback or a discount on a new Dell/AW machine, in exchange for the old system (minus the customer's hard drive) under a mandatory recall, in an effort to cannabalise and refirbish the components, so they are available for those still in a warranty agreement.If, however, there is insufficient parts to supply the demand of existing users when a system model is discontinued, Dell continues manufacturing components for such systems for a minimum of 2 years past their removal from the product line.
Hello, I have got a very good idea to make DELL Be the most successful company And Most Profitable In the whole market.Here Are Some steps that the Company Need To Take:-1) Michael Dell Should Close his deal with The Silver Lake partners and take the FULL company Under Him rather than any shares.2) Rename The Company From "Dell Computer Corporation" To "Dell Corporation".3) Create Partnership With Five Companies:- i) Intel Corporation ii) NVIDIA Corporation iii) Microsoft Corporation iv) Seagate Technology v) Corsair Memory Corporation4) Make All The Dell products with Genuine Corsair Memory, Genuine Seagate HDD, Genuine Intel SDD, Genuine Intel Wi-Fi.5) Name All The Dell Products With Even Number NOT With Odd Number.As Follows:-i) Inspiron:-Inspiron 12, Inspiron 14, Inspiron 15, Inspiron 16, Inspiron 18, Inspiron 20 Etcii) XPSXPS 10, XPS 12, XPS 14, XPS 15, XPS 16, XPS 18, XPS 20iii) AlienwareAlienware M10X, Alienware M12X, Alienware M14X, Alienware M15X, Alienware M16X, Alienware M18X, AlienwareM20X6) Change Alienware Products Shape And Make Them Silk Finish and Mettalic Touch With A Compact Shape.7) Change The Websites With As Follows :-Main- http://www.dell.comStore- http://store.dell.comSupport- http://support.dell.comCommunity- http://community.dell.com8) Change The Dell Websites Look And font And Make it As Apple Website.9) Ship The Dell Products With Kaspersky Antivirus and NOT With McAfee Products.10) Change The Startup Dell Splash Screen Logo Of All Dell Products To a HD And more compact Logo.That's All, Hope Michael Dell And other Dell Board Of Directors will read my Ideas and make DELL the most powerful, Profitable And Successful Company in the market.Thanks.....................
We had the ability to disable battery charging in bios on the m14x r1, but on the r2 there is no such option. I think it is a great option that allows us to disable our battery at lower battery charge states, as to prolong its life. Research shows that li-ion batteries degrade faster when stored at full charge. It is best to leave them at around 50%.Dell/alienware please put this option back in our pc's!!
i think it would be a great idea to make dell outlet international :D alot of people like me dream of cheap laptops, pcs and stuff such as alienwares :D i think alot of people would appreciate that you guys made the dell outlet international
as we know that when searching for an information in google it provides a lots of links to look in actually a few websites provide correct information near 80% websites do not contain the right information about,my idea is to provide an information meter for each website that it contains that much % of matter,by this we can save time. actually lot of people dont know which websites provide much information to their needs.