IdeaStorm
Over 18,901 ideas submitted. 740,916+ votes. 97,840+ comments. 531+ ideas implemented.
Ability to purchase small replacement pieces (Laptop Keys) for laptops directly from Dell.
May 22, 2013
1 Vote
Status: New
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,
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,
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,
Dell Lost Money.....duh!
May 17, 2013
3 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,
Rockstar Proposal: Restructuring "Parts for Your Dell"
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.
Categories: Desktops and Laptops, Service and Support,
Change The Dell Company Configuration
Apr 29, 2013
1 Vote
Status: Acknowledged
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.....................
Categories: Advertising and Marketing, New Product Ideas, Service and Support,