As a corporate customer I like Dell's products and my USA customer support. I have read the web about all the people that have had problems with Dell customer service and mine and others are not isolated incidences. If you want people to be loyal take a hint from the corporate sales and give Home users even a little customer support. My corporate help does not read scripts, they have the power to take ownership and fix the problem. Granted I do buy Gold support. If Dell thinks it saves money for bad support; I have personally talked 20 or 30 people out of buying a Dell.* Addition: After reading several of the comments on this topic it appears that what we really want is someone in customer support that will listen to us, and hopefully help us. Culture and language barriers just make this harder. Maybe a better way to track customer performance would be to find out if they really helped someone and not how fast they can end the call. Dell management needs to start taking ownership of this problem. Maybe Dell management needs to start calling Dell support with fake problems and see it the system they created can help them, it sure does not work for us.Status Update: Please see bill_b's comment about Dell's service choices. Thanks for the idea!
Categories: Service and Support,
I find it rather atrocious that Dell has decided to remove extended warranty options on all new Ubuntu systems. GIVE US BACK WHAT WE DESERVE! If you want proof that Dell has shafted us, here it is: http://digg.com/linux_unix/Dell_quietly_drops_extended_warranty_support_for_U... Status Update This was an ordering system glitch (which is now fixed), for more details click here.
Windows Biometric Framework (WBF) driver for Latitude E Series with Broadcom USH CV w/ fingerprint reader
DELL should provide a Windows Biometric Framework (WBF) driver for the device Broadcom USH CV w/ fingerprint reader that comes with DELL Latitude E Series laptops to allows using the built-in fingerprint reader with any WBF compatible applications (UPEK, DigitalPersona...) by making it recognized in the Biometric Devices Control Panel from Windows 7. In my opinion this would improve the usability of the fingerprint reader significantly. Status update: Please see Martha's comment and link to the new driver. Thank you all for your patience, and thank you to norbalino for the idea submission!
I think every Dell customer is interested in an honest and trustworthy partner Dell. So, please, explain somewhere, why you dropped extended hardware warranty on your Linux systems, you surely have good reasons that just need to be explained. If you don't have good reasons except maybe Microsoft's incentive plans (which is what probably most people expect), please tell us too. Status Update This was an ordering system glitch (which is now fixed), for more details click here.
Make the drivers for your wireless cards available for those of us who run Linux. I bought a Dell Inspiron 1501, but there are no Linux native drivers for it. I also have the ATI graphics Radeon Xpress 1150, but no Linux drivers available for it. It would be great if Linux drivers were available for all the hardware you make and sell. Status Update All wireless cards have Linux drivers available
Deliver on the promise made to XPS 700 customers from the Exchange program that was announced Mar09, 2007 here: http://direct2dell.com/one2one/archive/2007/03/09/6554.aspx Start shipping the kits yesterday! It is ridiculous that the XPS 720 was shipped before this program was ready to go. Status Update Please see jackie_c's comment
Consider giving home users an option to have a North American Based Support Plan as an "add on" when configuring a Dell system. Status Update North American Phone Support is currently an option when purchasing a system
Categories: Service and Support,
I know it hasn't much to do with Dell, but Dell has been busy to improve drivers for Linux by working in cooperation with developers like Ati, so let's give this idea a try: I'm using Ubuntu 8.04 on all of my PCs and my laptop and it's a great operating system, but there's one thing I hate: Adobe's slow development of their Flash-plugin for Linux. Some bugs are in their plugin for years now, but it looks like Adobe doesn't want to fix them. Some examples: 1) Menu's dissapearing behind Flash-object. For an example go to the website of ASUS: http://www.asus.com/index.aspx Move the cursor to "Products" and see the menu dissapear behind the Flash-object. 2) Impossible to scroll when the cursor is on top of a Flash-object. When you move you're mouse to a Flash-object, you can't scroll. You first have to move your mouse away from the Flash-object to be able to scroll. 3) Transparancy won't work. When a Flash-object is using transparancy, you will see a white background, in stead of the underlying objects. 4) Sometimes Flash Player let's FireFox crash to the desktop. For example when watching videos at YouTube. After watching a couple of movies, FireFox crashes. I've got these troubles on all of my PC's and my laptop, different versions of FireFox and different versions of Ubuntu. I hear a lot of people complaining about these problems, but it doesn't seem like Adobe wants to fix these problems. Maybe Dell can do something. I know it's not Dell's task to fix these problems, but they've worked with other developers to get better support for Linux and look at the big improvement Ati made in the last year (although I don't know how much Dell has to do with it). Status Update Please see jesse_l's comment
I love the fact that with Dell I can customize my pc or laptop and get exactly what I want. When I do customize and pick what I want, I have no problem to wait for my unit. However, today as an experiment I pick a laptop and DID NOT CUSTOMIZE anything and just click on BUY NOW. The estimated shipping time was July 18 2008 – I think this is crazy – if I am buying a unit that you are showing in the website as your standard, I should be able to get it next week not in 5 weeks. Also consider the fact that I am paying you TODAY and you are not delivering the product for another 5 weeks. That is a loan to DELL with no interest, and DELL is not giving me a discount for waiting either. Any comments? Status Update Check out this blog on our new FastTrack option.
Categories: Service and Support,
I recently went searching for a gaming laptop. I was previously unaware of Dells complete cover service but was extremely pleased to find it when configuring a m1730. When plans changed and I decided to get a 15" laptop instead I moved to the Alienware site. I searched in vain but was unable to find any way to get complete cover for my Alienware laptop. When paying over $4,000.00 for a laptop the security of complete cover is a great comfort. Considering that Alienwares target market is a niche of enthusiasts I would think that complete cover has a clear place as part of its offering. What does everyone else think? Status Update Configure the M17x and you will see that Complete Care is a warranty option.