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Ideas:  

National Call Centers and other Service Improvement Ideas

Feb 17, 2007

2165 Votes

Status: Implemented

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!

2165 Votes | 663 Comments

Categories: Service and Support,

GIVE UBUNTU USERS BACK THEIR EXTENDED WARRANTY OPTIONS!

Jun 4, 2007

137 Votes

Status: Implemented

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.

137 Votes | 55 Comments

Categories: Linux, Service and Support,

Explain how dropping extended hardware warranty indicates whole-hearted Linux support

Jun 5, 2007

61 Votes

Status: Implemented

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.

61 Votes | 15 Comments

Categories: Linux, Service and Support,

Linux Wireless, Video Drivers

Feb 24, 2007

52 Votes

Status: Implemented

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

52 Votes | 4 Comments

Categories: Linux, Service and Support,

Start the XPS 700 Exchange program NOW

Jul 1, 2007

50 Votes

Status: Implemented

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

50 Votes | 22 Comments

Categories: Service and Support, XPS,

Try to push Adobe to fix their Flash Player.

Jul 25, 2008

31 Votes

Status: Implemented

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

31 Votes | 12 Comments

Categories: Desktops and Laptops, Linux, Service and Support,

North American Based Support

Feb 27, 2007

31 Votes

Status: Implemented

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

31 Votes | 6 Comments

Categories: Service and Support,

Delivery Time - Please Reduce.

Jun 13, 2008

31 Votes

Status: Implemented

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.

31 Votes | 10 Comments

Categories: Service and Support,

Offer Complete Cover on Alienware Products

May 19, 2008

29 Votes

Status: Implemented

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.

29 Votes | 1 Comment

Categories: Service and Support, Alienware,

Offer Nextday Delivery

Jun 16, 2008

24 Votes

Status: Implemented

Please for the love of God offer next day delivery of pre-configured PCs. I've just had to buy a new M1530 at short notice. Which meant I had to go to Tesco. Which meant I had to buy a Vista machine. Which means I'm now mentally traumatized and scarred for life! Seriosuly getting Vista up and running for the first time is just a barrage of pop-ups. All one after the other. Some at the same time. If I could have ordered a Ubuntu system directly from Dell, I could have avoided that whole mind destroying experience. Status Update: Check out this blog on our new FastTrack option.

24 Votes | 3 Comments

Categories: Service and Support,

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