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More and better Alienware peripherials

Jul 22, 2014

3 Votes

Status: Acknowledged

Please, if you could make some Alienware branded peripherials that'd be great. I mean, serious peripherials, because there are three of them: Tactx mouse, Tactx keyboard and Tactx headset, and after a little research I realised that those aren't that good. There isn't even a mouse for left- handed people. So please, give us more options when it's time to buy gaming accessories.

3 Votes | 1 Comment

Categories: Accessories (Keyboards, etc.), Desktops and Laptops, Alienware,

Dual Camera Laptop

Jul 19, 2014

2 Votes

Status: Acknowledged

Designed for college student use, a student equipped with a dual sided camera on his or her laptop can record valuable information presented in each class lecture. Students will be able to review the lecture as many times as they need with such technology. This idea will greatly benefit students if they take a little more time to process information. 

2 Votes | 1 Comment

Categories: Accessories (Keyboards, etc.), Desktops and Laptops, Education,

Make Keyboard With BackLight providing LED'S....

Jul 17, 2014

2 Votes

Status: Acknowledged

when im doing my educational work,projects....etc at night and electricity is gone...that time really i dont understand that why shoudn't dell giving backlight keyboards...not only dell but all manufacturers...  Dear Dell im Indian Student...in INDIA is shining and rising but couldn't provide 24*7 electricity to each and every village...it's reality...but you can provide just litt'le LED to our laptops...!  Other laptop componies like hp,lenovo,apple providing backlight keyboards...also your parent product alienware 17 having such facility...!  but every student like m can't by alienware not nly student not only indian peoples for everyone you should think on my problem...  this is chance to Enhance...!

2 Votes | 2 Comments

Categories: Accessories (Keyboards, etc.), Desktops and Laptops, Education,

Incorporate web cams in monitors

Jun 30, 2007

48 Votes

Status: Partially Implemented

How about building webcams into Dell's line of LCD monitors.Status Update: This idea has been partially implemented with the release of Dell's new UltraSharp Multimedia Monitors. Thank you for posting! 

48 Votes | 7 Comments

Categories: Monitors and Displays,

Decent Docking Station for Ultrabooks

Jul 20, 2014

1 Vote

Status: Acknowledged

I do own a Dell M3800 mobile workstation. Only a USB docking station, which, let's face it, is a joke (sorry). In particular, the video over USB with gives a very limited resolution that is just not adequate for any workstation use.What should the docking station feature:- 4K display support (preferably twice), like for the Dell ones.- Gigabit Ethernet- Optical Audio Out- Power connector to charge notebook- single cable to notebook (preferabbly not a docking connector, more like a USB cable)- Thunderbolt connector to allow external PCY Express and other devices- Really great would naturally be wireless with induction-based charging.

1 Votes | 1 Comment

Categories: Accessories (Keyboards, etc.), Desktops and Laptops,

Lifecycle Update through CMC network on M1000e

Jul 17, 2014

1 Vote

Status: Acknowledged

While using M series, firmware updating job in Lifecycle Controller is such a pain.Lifecycle Controller can detect the firmware update by all NIC installed in M series but mostly it's useless. Because it's quite common to have M1000e switches built in pairs. All switches are stacked and the ports for the same position of the same server should be aggregated and cannot be used separately. By this reason, Lifecycle Controller have no internet access through no matter the NIC it choosed.Please consider to add support to Lifecycle Controller to use the network provided by CMC management port, or add the function to support some aggregated protocol like 802.3ad.Thanks.

1 Votes | 0 Comment

Categories: Servers and Storage,

TRUE SPLIT KEYBOARD

Jul 17, 2014

1 Vote

Status: Acknowledged

I have been a medical transcriptionist for 35 years.  What is really need is a truly split keyboard that can be attached either to the chair or chair arms, can be adjusted by height, inclination/declination of each side, and have a swivel adjustment to accomnodate each user's preferences.  I believe that this would positively impact the user ergonomically by allowing them to sit back in the chair without losing space for "reaching out" to the keyboard.  This could either be a wireless system or have a cable connecting the 2 sides that can be unplugged from one another.  I plan on working for another 20 years and would like to see a device like this to aid people in my profession and keep them working.  The only thing I ask is if you decide to work on this device that I be allowed to beta test before it goes into production.  Thanks for your input. 

1 Votes | 3 Comments

Categories: Accessories (Keyboards, etc.), Desktops and Laptops,

Win 8 and Win 8.1 PC is much slower in surfing the web at low connection speed than Win 7 PC

Jul 16, 2014

1 Vote

Status: Acknowledged

Hi,I have made comparison using Win 8 and Win 8.1 PC in surfing the web at low connection speed af 128 kbps.I find that the WIn 7 PC have much impresive performance at the slow copnnection. It take a much longer time for Win 8 and Win 8..1 PC to load the page. Is is due to the Network / Communication Driver for Win 8 not as good as  Win 7?Appreciate if Dell Tecnical Team could study in this area.Thank you

1 Votes | 4 Comments

Categories: Software,

Get better tech support for initial Alienware tech support calls

Jun 23, 2014

4 Votes

Status: Acknowledged

Most people that buy Alienware computers are at least a little tech say. If they're buying an Alienware their probably buying it only because it's a gaming machine. Most gamers know at least the basics about computers. I do too.The first line people that answer the phone for Alienware tech support need to be more knowledgeable about computers. I realize that you can probably hire these front line people for under $10/hour, but you're wasting money, and angering off your customers, by having unknowledgeable people answering the phone and reading from a script. If you put people that actually know what they are doing, and maybe make $20/hour, you would have a much better - and MORE cost effective - customer service experience.Let me tell you how hiring competent tech support people that make twice as much as your basic front-line tech support people do would save you money.I just got my new Alienware laptop. I installed all the programs and plug-ins that I wanted on my computer. With that done I wanted to back up and make a complete image of my system. Obviously my computer came loaded with AlienRespawn, but there wasn't much information about the program. Looking through it I was a little confused as to exactly what I needed to do to make a complete image of my computer so I could restore it back to exactly what it is right now in the event of a critical failure preventing me from being able to load Windows. Unable to figure out exactly what I wanted to do I decided to use the good old-reliable windows image and back up. When I tried to use the Windows programs they crashed. So I called tech support.Just getting to the right person took me almost ten minutes. The Alienware phone number didn’t recognize my express service code, so I had to go to the automated menu. When the automated menu finally took me to where it was supposed to go the system just hung up on me. So I called back and spent I don’t know how long just trying to get a person on the phone. The person I finally got had no idea what I was talking about and it was a five minute argument just to get her to connect me to the place the automated menu had placed me (tech support à Alienware à personal use à laptops).  Once I finally got to the right person my headaches just began.  It took me over 10 minutes to try to explain to this person that all I wanted to do was to make an exact image of my system. Part of this included her taking over my computer to look at my remove programs window and then putting my on hold while she consulted with someone else. In the end she decided that AlienRespawn couldn’t do what I wanted and I needed to use windows back up. At this point in time she decided that it would be best to use Window’s back up programs. I use the term “she decided” loosely because I could hear someone standing next to her telling her what to do and what to say. At the point in time I started to get rather frustrated and asked to talk to her boss, who was clearly standing right next to her. He refused to speak to me and she refused to let me talk to anyone else.  During the next 20 minutes she fumbled around with my computer trying to figure out how to make a backup using Windows. This involved putting me on hold more than once and lots of speaking to someone standing next to her. During this process she insisted on turning off some of my user security settings against my approval. She promised that when she was done she would put it back (she didn’t). Finally after literally 40 minutes on the phone (plus the time I spent just trying to get to her in the first place) she finally had me to a place where I could click the button to start the back up. At this point in time she insisted that the backup would take too long for her to sit on the phone while it ran and insisted (I had no choice) that she hang up and call me back in two hours. I know that back-up wouldn’t take two hours and I didn’t have time to sit for two hours to wait for her to call me back. So I beg and pleaded and she agreed that in thirty minutes she would call me back and check on things and restore my security settings. She never called back and not more than 3 minutes after she hung up the phone the back-up failed and Windows told me that it couldn’t make the back up. So I’m back to square one. I’m very confident that someone that actually knows something about computers could have helped me do a backup of my system in about five minutes. Backing up your system is a very simple task that every computer user should be able to do. So it should be exceptionally easy for someone that works in tech support to be able to do without a 40 minute conversation.  So let’s examine how much this is going to cost Dell. For this activity we will assume that the entry level tech support person makes $10/hour. We’ll also assume that the basic customer support people make $8/hour. Considering that this lady’s supervisor, who was helping her, also couldn’t help her fix my problem, we’ll assume that he only makes $15/hour. Finally we’ll assume that a competent tech support person makes $20/hour. I’m assuming the manager makes less than the competent tech support person because this lady’s manager was not competent enough to fix my problem. I also spoke with a sales manager hoping that he could give me the direct email address of someone I could complain to. We’ll assume he also makes $15/hour. Initial call: 5 minutes with customer support person to get me to the right person: 0.08 min x $7.5 = $0.60 Initial call: 40 minutes with first – level tech support: 0.67 min x $10 = $6.67 Initial call: 20 minutes of manager support to first level tech support person for call: 0.33 min x $15 = $5.00 Initial customer complaint to Dell’s FB page requiring individual reply of basic customer support: 0.08 min x $7.5 = $0.60 Initial inquire to sales manager asking for information on where to submit a call: 0.08 min x $15 = $1.20 Initial inquire to IdeaStorm requiring a personal response and probably forwarding this comment onto someone who cares. There is probably a little more going on, so we’ll assume 10 minutes:  0.17 min x $10/hour = $1.70 I’m also probably going to post this complaint to another customer satisfaction person too, as soon as I can find the right person. They will likely give me some reply also: 0.08min x $7.5 = $0.60. I would certainly hope that all of my messages about this will result in some coaching to the person that handled my call and her supervisor, since they clearly provided me with unacceptably poor support and never even finished the call. I’ll assume that this will involve mostly emails between managers. I’m going to try to break it down here:1 – Emails between managers to get my comments to the right person: 0.17 min x $15 = $2.552 – Coaching between manager who gets this and manager who worked with this tech support person: 0.17 min x $15 x 2 managers: $5.103 – Coaching between manager and tech support person who took the call: 0.17 min x $15 (manager) = $2.55 + 0.17 min x $10 (tech) = $1.70 = $4.25Total for this follow up = $2.55 + $5.10 + $4.25 = $11.90 The problem still isn’t resolved. So I’m going to call back and talk to a supervisor. So we’re not done adding things up. Seeing as how the phone system doesn’t recognize my service tag, it’s going to be an involved proves: Follow-up call: 5 minutes with customer support person to get me to the right person: 0.08 min x $7.5 = $0.60 Follow-up call: 5 minutes with initial talk support to convince her to let me talk to a manager: 0.08 x $10 = $0.80 Follow-up call: 5 minutes to explain situation to supervisor to convince them to get me through to a higher-level technical support person: 0.08 min x $15 = $1.20 Follow-up call: 10 minutes with competent tech support person to solve my problem: 0.17 x $20 = $3.33 Assuming that all of this works and this follow-up call will get my problem fixed, this process will have taken a total of 2.75 hours or 2 hours and 45 minutes. This is for a total hourly cost to Dell of: $33.40. Now let’s compare that $33.40 to what it would have cost had you staffed the first-level tech support with competent IT people. Initial call: 5 minutes with customer support person to get me to the right person: 0.08 min x $7.5 = $0.60 Initial call: 15 minutes with competent tech support person to fix my problem: 0.25 min x $20/hour = $5. Total cost: $5.60. So to summarize: To solve my problem using your current method it took 2 hours and 45 minutes at a cost of $33.40. The result is that you have a very unhappy customer that is going to bash Dell’s tech support whenever possible. The customer (me) is also going to heavily consider the terrible tech support at Dell when buying a new computer (I had bought this one with the extended warranty assuming I would get strong tech support, now that I know that isn’t the case it’s going to definitely make me think twice before buying another Dell.) . It also frustrates a never-ending series of people inside of Dell that have to deal with a situation like this. Whereas if you had the front level tech support team staffed with competent IT people you would have had a happy customer excited to buy his next PC from Dell because of their stellar tech support and you wouldn’t have had to involve anyone other than the initial person who handled the call. Plus you would have saved $33.40 - $5.60 - $27.80. So as you can see, by staffing your front level support with competent IT people you can save money and keep your customers happier. Whereas by not doing that, all you have to do is loose customers. I’ll be honest. This experience really makes me question if my next computer will come from Dell or not. And yes, I plan on buying a new computer no later than when I have this one paid off at the end of the year. If you asked me right now if that computer would be a Dell, I would answer no.I hope this letter influences your decisions about how you run your tech support department. But I also hope it results in someone from IT, who is competent, contacting me to resolve my problem before I have to call in again and go through this to get this resolved. Thank you for listening! Regards,Tom

4 Votes | 7 Comments

Categories: Gaming, Service and Support, Alienware,

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