briansvgs

Tech Authority

Service and Support submitted by suzyq Apr 20 **REVIEWED**

I wish your customer service techs were given more authority to solve problems. Last computer I purchased from Dell was supposed to come with a free upgrade to XP. I faxed in my order per instructions......didn't receive the upgrade...I called in & got the run around. When I finally received it, it was the wrong cd (home not pro). I called and the only thng your tech people would offer was $10. Huh?

Just bought a laptop. I purcahsed an extended service warrranty. Realized when the paperwork arrived that the extended warratny was running concurrently with the warranty that came free with the comp. I called customer service and asked that my extended warranty run after the free warranty ran out. I was told the did not have the capability of changing it. Huh?

Give your Customer Service people the authority they need to actually solve a problem.


Please see chris_b's comment
3 Comments »

8GB and up for Laptop

Accessories (Keyboards, etc.), Laptops submitted by cperng 04/20/07

The 2GB maximum memory is too little to do any real work in MS Vista OS, we need minimum 8GB and up for the laptop. 53 Comments »

Offer Windows XP SP3 when it comes out - now is the time to make sure Microsoft will let you.

Operating Systems submitted by jmxz 10/09/07 **UNDER REVIEW**

Sounds like WinXP Service Pack 3 will be coming out soon.

Dell: Please remember who your customer is.

It's time for you to start making sure Microsoft lets you ship WinXP-SP3 pre-installed on Dells.

I believe Microsoft's current thinking is that they won't let you and want you to force Vista on your customers instead.

Why might one want XP-SP3? Well - XP-SP2 leaves a lot to be desired when it comes to security (even according to Microsoft's Vista PR); and Vista leaves a lot to be desired in general. XP-SP3 might be the most viable windows OS for businesses.











25 Comments »

pre-installed linux ubuntu on desktops and laptops

Linux, Operating Systems, Desktops and Laptops submitted by fra9000 02/20/07 **PARTIALLY IMPLEMENTED**

i think linux will be the future...so please make some model-line of desktops and laptops with ubuntu linux pre-installed... thanks


This idea has been implemented on select desktops and notebooks in the US, UK, France and Germany.

80 Comments »

Laptop Keyboard

Accessories (Keyboards, etc.), Laptops submitted by st_jyoung May 5

I'v really enjoyed the style of keyboard on a desktop computer, with the keys just right at my wrists. With a laptop computer, it is not as easy to type because of the distance from the bottom of the keys to the bottom of the computer. It is also very common for me to accidentally strike the mouse pad and move the cursor/pointer without wanting to. I suggest move the keypad closer to the end of the computer and create a popout mouse pad on the side of the computer. 2 Comments »

Downloadable, PDF format, full technical specs for all systems

Advertising and Marketing, Dell Web Site submitted by benjesuit 06/12/07 **REVIEWED**

Before I buy, I would like to have the options of downloading the full technical specifications of the system. Not just the brief specifications. Place a link under "tech specs" tab that allows you to view or download the full specification PDF file for those of us who care about and understand such things. This way everyone is satisfied.
We are looking to improve the specs pages by making them consistent across all product lines, provide more in-depth specifications and making them available in a printable format.





35 Comments »

Make A Wireless Dell

Accessories (Keyboards, etc.), Desktops, Monitors and Displays submitted by reg 08/07/07 **COMING SOON**

Apple has a real, valid point: Too many cables in a typical PC setup.

I think Dell could make a combo cable, or a unified display (display/camera/stereo speakers).

Dell should work on a nice clean design - like Apple's clean design - less cable rat nests, more computing power. 220 Comments »

Nothing beats a hardware wheel for volume control!

Accessories (Keyboards, etc.), Desktops and Laptops submitted by wheelie Apr 22

A simple request – an old fashioned analogue wheel for volume control for every computer with speakers. Fiddling with software volume controls [beep beep beep beep…] is a miserable experience and even hardware button controls are limited – the increments are usually too big or small for a given audio file. Reinvent the wheel! 2 Comments »

TV Commercial for New Ubuntu PCs

Advertising and Marketing, Linux submitted by josmar52789 05/03/07

Dell should produce a new commercial for the Ubuntu PCs. It could tell the consumers of America why Dell has chosen to pre-install Linux on mainstream computers and hopefully promote the advantages of this new endeavor. Plus, it's likely that Dell's Linux initiative would be much more successful. 117 Comments »

Move Faster To Implement Ideas, Remove Them and Give Feedback!

IdeaStorm submitted by aikiwolfie 12/05/07

I count 20 Ideas on the first page of the popular Ideas page. I only know the status of one of them and that's the Dell Linux Repository idea. I know it's status because matt_d very kindly keeps us informed.

The other 19 ideas are a mystery. What's happening to these ideas? Give us feed back, implement or delete. Stop waisting my time. 35 Comments »

Linux Customer Survey

Dell Web Site, Linux submitted by aikiwolfie 11/12/07

I've noticed Dell likes it's on-line surveys. So why hasn't one been done for Linux? If it has can we see the results?

Conduct an on-line survey of customers asking them if they have;

1 ) Heard of Linux?

2 ) Used Linux in the past?

3 ) Intend to use Linux in the future?

4 ) Currently use Linux?

5 ) What are/were the systems specs of the PC Linux was installed on?

6 ) Which distributions have they used?

7 ) Which distribution do they prefer?

8 ) Why did they stop using Linux?

9 ) What problems have they encountered using Linux?

10 ) If they haven't heard of Linux, what do they think Linux is?

11 ) Do they want to buy Dell PCs with Linux installed?

12 ) List the applications you use the most on Linux.

13 ) Are there any applications you would like moved to the Linux platform that are not currently offered on Linux.

14 ) Is there any particular piece of hardware you'd like to see supported in Linux?

15 ) Would you like to see better hardware virtualization support, better bleeding edge support and better thread handling (processors are hardware too) 96 Comments »

More Laptop LCD Options

Monitors and Displays, Laptops submitted by migizi 05/14/07

WXGA, SXGA+, WSXGA, WSXGA+, WUXGA, etc... What happened to the options? I want to be able to choose the resolution my laptop can support. 3 Comments »

Do not hire nontechnical people for techsupport

Service and Support submitted by jbrogers 02/17/07

This is the main problem with the India call centers - they have no idea what they are doing. They are obviously reading a scripted diagnosing tool and have no personal knowledge of computing issues.

I have both home and business accounts with Dell. When I call in for support on my Business account, I get a good old-fashioned American geek, who instantly understands that I am fairly technical, and doesn't treat me like an idiot.

The Indian call centers, not having knowledge themselves, do not recognize that I know anything, and treat me like an idiot as they read from the diagnosis tool. Yeah, I know the computer is plugged in. Yeah I know that I have internet connectivity. Sheesh.

33 Comments »

Warranty reminder - Online Warranty/Support Extension

Service and Support submitted by phubert Apr 23

O.K. comments?

Could Dell provide an _optional_ service to periodically check the remaining warranty on a system and warn perhaps 3 months prior to expiration? Then offer, as appropriate, a link to extend the warranty online?

This could be available for all levels of machines with any operating system.

Could it be offered as an icon that the USER could periodically check, rather than as a PROCESS (i.e. the user would have to manually run the process rather than having something run automatically at every bootup (which might be very infrequent, anyway, for servers!).

Other ways??? Are there other things that could be checked?
Could this be rolled into a product that checked for firmware and driver upgrades, for example? 10 Comments »

Start by improving tech support

Service and Support submitted by stultificare Apr 16

I have a laptop that won't POST. In my first online chat with Dell, the tech diagnosed it as bad memory. I knew this was wrong because the memory worked fine in another laptop and known good memory didn't help out my laptop.

So I got on chat again and the tech determines that it's a bad LCD panel. I tell the Dell tech that I think it's the mobo, but he says it's the LCD and dispatches an on-site tech with an LCD kit. If a new LCD fixes a laptop that won't POST, it'll be the first time in my years of tech support that that's been the case. I try chatting with another Dell tech, but none of them will send me a mobo until the LCD swap is tried.

The on-site tech shows up and the first thing I tell him is "I don't think this is going to work." He laughs and says that he saw the work order and doesn't think that this will work either. Sure enough, it doesn't.

So I hit up another Dell tech and finally get a motherboard and a technician dispatched. The next day the tech decides not to show up or call. I get on Dell chat but nobody can give me contact info for the tech. That's especially frustrating because while I don't like changing laptop motherboards, it's something that I can do and if I knew how to reach the tech, I could have gotten the part from him.

Around noon I let my Major Account Rep know that the tech hasn't gotten in touch with me. My Major Account Rep says he'll escalate the call. The net effect of the escalation does not result in a technician coming out that day. It does result in my Inside Account rep calling me at 5:30pm to open a ticket which then results in my getting an email a couple of hours later that the replacement part has been dispatched.

So I have a dead laptop and a part that's been dispatched. In other words, it's back to square one. I can't wait to see if the technician will show up tomorrow.

The especially good part is when I asked if there was a way that I could just ask for a part to be dispatched and I was directed to the Warranty Parts Direct site where I had the opportunity to pay money to become certified to to the job that Dell Tech Support should be doing.

Instead of trying to be all cutting edge, try improving the basics:
*Hire tech support personnel who can think and troubleshoot and have enough flexibility in their job to send out a new mobo even though the blinking lights indicate that it's an LCD problem.
*Keep a closer rein on the on-site techs so that they can be easily reached.
*Make an "escalation" of a trouble ticket actually mean something.

As an aside, I've tried Dell Gold Support and found it no better than regular support. I've also tried to get support on systems purchased with 4-hr same day support. I've never succeeded in getting same day service.

Here's a contrast: At my old job, we had a Lenovo laptop that kept failing. Someone finally complained to our sales rep who looked up the specs of the system, managed to find a laptop of nearly identical specs, and he drove it over to our office himself and swapped it for our flaky one. And that was a place where we only bought a few dozen Lenovos each year. Comment »

Use Less Packaging Materials than Any Other Company

Environment submitted by jerseyshore 06/05/07 **REVIEWED**

It may not be as exciting, but become the leader in using less packaging for every purchase made....less cardboard.....better packing.....and more


We have made huge strides in reducing the amount of packaging we send out with our products. For more details from todd_d, click here.




7 Comments »

Gigabit ethernet throughout

Dell, Simplify IT submitted by boolda 07/09/07

Threre is not point in sticking with old fast ethernet, particularly, when gigabit ethernet is so cheap. Use gigabit ethernet in all your products. 5 Comments »

Discounts for schools when parents buy Dell computers for their child

Sales Strategies submitted by jervis961 Apr 24

Dell currently gives a percentage off a Dell system to college students but not middle and high school ones. I say give the same discounts to middle and high school student's parents but with a twist. Offer a deal where parents get the same price as the regular Dell site and the discount goes to their child's school to purchase new computers. You could even extend the deal out to everyone who buys a Dell system to select a school for the money to be applied to. 11 Comments »

Make longer lasting batteries for better portability

Accessories (Keyboards, etc.), Laptop Power submitted by winoffice 05/05/07 **IN PROGRESS**

Don't make us recharge our laptops' batteries so often! A recent Cnet article (posted at Cnet's news site at about May 5, 2007) explains that Windows Vista's Aero Glass feature gives you less battery life. So, if we want Windows Vista, then we either have to recharge more often, or pay extra for more and better batteries! Instead, make Dell get rid of the batteries which quickly lose their charge...and come up with something that would give us longer battery life as follows (under Windows Vista), without making us stay away from Windows Vista or pay an extra $99 for another and better battery.

Basic laptops: at least 2 1/2 hours battery life
Entertainment laptops: at least 3 1/2 hours battery life
XPS laptops: at least 4 1/2 hours battery life 34 Comments »

Explaine why Dell recommends Windows Vista® ?

Dell Web Site, Education, Operating Systems submitted by yesmathew Mar 12

I saw many idea related to "Dell recommends Windows". Here is one more. Based on Home user or Business user, Dell website recommends either Vista® Home Premium or Vista® Business. Explain why?

So the idea is to educate user, why Dell recommends Windows Vista? Is there any page explaining why Dell recommends Windows Vista? hyper linked to heading "Dell recommends Windows Vista®".

Otherwise does not make any sense to just display "Dell recommends Windows Vista"! 28 Comments »