Sales Integrity and Customer Experience
Service and Support submitted by tripmeist
04/29/07
As a Dell Customer, I expect to be told the truth about what components are compatable with each other, and what I can legitimately exprect from the Tech Support Representatives should I need to use their services.
1) While it is clearly articulated on Dell.com that the warranty on a respective system has telephone support as the first line of contact, and that parts are dispatched after phone support if that is the determined resolution ... you do not in any way state that the CUSTOMER, the END USER, will be expected to install many of those parts with help from a Tech over the phone. WE NEED TO KNOW THAT. You need to be very, very clear and articulate about this. You need to have full disclosure about proper expectations on the part of the PURCHASER of your products. You should make it very clear that Next Business Day Service does not explicitly mean that a Dell Technician will be sent out the next business day for purposes of TROUBLESHOOTING. You need to be very clear, and make the buyer aware that a Technician will only be dispatched to REPLACE PARTS, and WILL NOT BE DISPATCHED FOR PURPOSES OF TROUBLESHOOTING A PROBLEM.
2) Dell needs to be EXTREMELY OPEN AND HONEST about what the warranty covers, especially in the upsell and premium warranty purchases. BE EXTREMELY OPEN about the fact that just because the customer paid for a software application through Dell, that the software is still not part of the warranty. WAY TOO OFTEN ... we are told that the warranty covers everything, only to have a rude awakening when the Tech Support Rep utters the words "that is not part of your warranty." In particular, your Sales Reps need to STOP telling customers that everything is covered by their warranty. Your warranties on your systems are for HARDWARE only, and "BEST EFFORT" on anything else beyond the most basic of installations and initial setup of software SOLD BY Dell.
2) Your Sales Representatives need to be trained and educated regarding ethics, truthfulness, and integrity. Too many times, they have upsold a customer when that customer not only didn't need the upsell, but the upsell was not compatable with their current configuration. When a potential customer is only interested in baseline internet functionality, or business functionality ... WHY, WHY, WHY ... upsell them on equipment and services that they will not use, and don't understand? Take your sales reps OFF COMMISSION. EDUCATE your sales reps on the Technology that they are selling, and the integrations of the components ... This way they can have a legitimate, intelligent, and factual conversation with their customers about what will work with what, what they should legitimately buy for their current and near future needs. The technology changes so fast. Your sales reps should sell with the mindset that if they are honest about a customer's current needs, and their near-term potential needs (like 3 years), then a customer will feel as if that sales rep was actualy LOOKING OUT FOR THEIR BEST INTEREST ... and not the sales rep's own bank account. Your Sales Reps NEED TO KNOW WHAT COMPONENTS WORK with each respective component. Too often a video card is sold with a monitor when they are not compatable with each other, for example.
FULL DISCLOSURE ... TRUTH IN ADVERTISING ... INTEGRITY ... LONG TERM RELATIONSHIPS.
90
Interchangeable cursor pointing device on portables
Accessories (Keyboards, etc.), New Product Ideas submitted by dino
05/25/07
Quick release connector on the cursor pointing device of the palm rest that would allow you to change between a touchpad, trackball, thumb stick, or future input device. At time of purchase one or more of these input devices could be ordered. Also this would allow other designs to comfort left handed and right handed users differently without the need to create separate systems.
240
Let the customer choose their Carrier.
Service and Support submitted by m.j
05/25/07
We should let the customers choose the shipping company thru which they want their products to be shipped, we can have a default carrier and have the customer pay extra if they want to change it, this is quite similar to upgrading a part or product.
We have a lot of customer calling Dell and express their dissatisfaction with us because they weren't happy with the service that was provided by the shipping company. Though this is not a Dell issue, it still affects our Customers' Experience.
320
Stop Selling Vista with MCafecrap
Operating Systems, Software submitted by dilborg
05/25/07
Holly geez, how many time do I have to disable McAfee Redirector service to get things going!?!
I can't believe you are still selling systems with the two combined!!!
Either get McAfee to fix the goddam problem or stop selling it . . .
I'd prefer you stop selling until McAfecrap fixes the problem since you sucked me into buying a three year license . . .
320
Get the facts about Ubuntu
Linux submitted by gustavoang
05/26/07
Dear Dell:
Thank you so much for offering GNU/Linux preloaded, but please, provide your clients with accurate information about this operating system:
1.- You said: "For advanced users and tech enthusiasts, we’re happy to offer a new open-source operating system"
Grab an everyday computer user and ask him to use Ubuntu. Then ask him how difficult it was for him to use it. Even monkeys can use Ubuntu!
How do you know that those who asked you to offer GNU/Linux preloaded are advanced users and tech enthusiasts? Please, show me your research.
2.- You said: "A downside is that some open source software requires intermediate or advanced knowledge to use".
Just like proprietary software!
- Do you think Windows bluescreens are easily dealt by an everyday computer user?
- Among Windows users it's quite normal to reinstall Windows once a year (at least)... Is it easy for them?
- Do Windows users get rid of adware, spyware and viruses easily?
- Is it easy for them to setup and use firewalls (a must-have in Windows)?
3.- You said: "may not be compatible with the same software applications and hardware as Windows operating systems'
You should add: "However, a huge amount of hardware works out-of-the-box on GNU/Linux, unlike Windows. Also, installing software on GNU/Linux is far easier than Windows".
If you're going to keep that message against GNU/Linux, please add this one about Windows: "Windows may not be compatible with the same software applications as GNU/Linux distributions and some hardware will not work out of the box on Windows, unlike GNU/Linux. Also, you don't have to worry about badware if you use GNU/Linux and you would enjoy freedom in computing, unlike Windows".
Why do you only talk about GNU/Linux drawbacks? Is Windows perfect in your opinion?
By the way, why is it so hard to find a GNU/Linux preloaded computer on your website?
Thank you so much for your attention.
Best regards,
Gustavo Narea.
Madrid, Spain.
GNU/Linux rocks! http://www.getgnulinux.org/
1000
Display Price
Service and Support submitted by petzymathuram
05/25/07
Hi,
The display price advertised in TV/ Newspaper / website will be usually displayed as 529$, 629$ etc. etc. It would be fine if the shipping fee and a "midrange tax fee" be included along with the display price. A midrange tax fee is such that it will be an intermediate tax price range.
When the rep closes a sale, the specific tax fee particular to that area can be added and the midrange tax fee can be deducted from the Total price.
Reason: Many customers call Dell thinking that the display price is the final price, when prices get topped to the basic display price they go away just with a quote.
Validation: By doing the above said, the total price will only vary a little bit from the display price. Thus a little variation from the display price.
Consideration: Even if the mid range tax fee is not possible atleast include the shipping fee with the basic/ display price.
20
My Dream Dell Laptop
Accessories (Keyboards, etc.), Broadband and Mobility, Laptops submitted by stargatefan
05/12/07
I think the one thing Dell has to do is that they need to impress the public they need to impress their customers, and they need to impress geeks like myself. The problem with Dell today is that their products don't seem to be anything special, you just have another Dell their is no passion behind the computers anymore. And thats what I think needs to change.
One of the biggest problems with Dell is their laptop line. It is dull and vapid, the laptops are uninteresting and they don't utilize any "wow" technology. In this post I would like to voice my personal idea for a dream laptop from Dell which with a little research a lot of careful planning, and tons of passion could be the best laptop on the market and blow the competetion out of the water.
So here is my laptop design hopefully everyone likes it, especially Dell who I hope likes it enough to design it, just note I get a free one, I mean it was my idea.
The system will feature the brand new soon to be released AMD mobile platform which will provide the system with probably the most advanced mobile processor on the market.
AMD Turion 64 X2 Next Gen Quad Core Mobile Processor 3.0+ Ghz with each core supporting 1MB L2 Cache
4 GB DDR2 Ram
256 MB+ ATI Video Card
SATA DVD-RW Dual Layer RW / Blu Ray Disc Player
SATA 7200RPM Hybird Drive (hybird meaning a regular Hard Drive with a large flash cache) and Fall Damage Protection
Sound Blaster Card
High Quality Microphone
TPM Chip
Fiber NIC - Optional (Dreaming)
802.11n
Built In Air Card (Internet Anywhere)
Cell Connectivity which supports GPS
Bluetooth
Advanced Laptop Cooling System
Advanced Lithium Nanophoshate Battery
Now all of this will be housed inside a beautiful 2 tone Black and Silver brushed alloy (not plastic) casing. The casing will have to be light but very sturdy so as though I don't feel that I have the capability of breaking the laptop in half when I am holding it.
The case will sport a 13 inch LCD or better yet an OLED screen with LED Backlighting. Whether OLED or LCD the screen will have beautiful resolution it will have TFT technology and be sun glare resistant. Above the screen in the bezel of the laptop will be a beautiful high quality webcam.
Bellow the screen will be a small strip screen. This screen will also be OLED and give you laptop status such as Battery Life, etc.
On the actual part of the casing that houses the keyboard and mouse is where the candy comes in things that take time and passion to think of. At the top of the casign closest to the screen will be beautiful and powerful speakers which will rival any other laptop's sound capability and utilize the full capabilities of the sound blaster card.
Bellow the speakers will be a set of buttons. These buttons will offer different capabilies. The first button will shut the WiFi Radio and the Bluetooth off. Next to this button will be volume control buttons and next to that will be the power button and the Media Center Button (more on that later). The buttons will have no icons on them the icons will be in the case and glow when the computer is on. However the power button and the media center button will both have an always on Fiber LED backlight behind them. So people can see the button in low lighting conditions even if the computer is off. The battery powering this backlight is capable of being charged with the main battery when it reaches a low power rating which happens sparringly.
Now the keyboard rests bellow these buttons and the keyboard has a lot of important attributes to it. First off anyone who has ever used a Lenovo/IBM Thinkpad knows that those guys do a laptop keyboard correctly. I want a laptop keyboard like the one's found on the thinkpad nice and comfortable. Behind the keys of the laptop is a fiber LED backlighting system which is tied to a light sensor.
Now this light sensor is complex, it not only determines when the room in which the laptop is located is dark but the sensor measures the candella level of the room. Meaning it knows if it is really dark of kind of dark. So then the sensor can adjust the level of lighting of the keyboard according to the light level in the room. The screens backlighting is also tied to this sensor so the backlighting of the screen is also under the control of this sensor.
Bellow the keyboard is a large and comfortable touch pad and of course the two mouse buttons, both the touch pad and it's corresponding buttons are backlit and also tied to the main light sensor. So the sensor all together controls the screen backlighting, the status screen lighting, the keyboard fiber backlighting, and the mouse pad and mouse buttons fiber backlighting.
On both sides of the touch pad are comfortable wrist rests. The rests don't have to be a different material built into the case like an earlier model of Latitude just allow the alloy to be especially smooth and egronomic in this area for comfortable typing.
The final touches of the front of the laptop are just a finger print reader off to the right of the machine under the keyboard.
On the other side of the screen the laptop's casing has a slight un-noticeable concavitity which allows for better transmission of WiFi, Bluetooth, Air Card, and Cellular signals. But the most important feature of this part of the laptop is a 2.5 inch screen with a Zune like navigational interface. This laptop has sideshow technology. I believe with the two tone alloy coming together with the Dell symbol and then a sideshow screen people's mouth's will drop when they see this laptop. Now we all know the functionality of sideshow and we know it is capable of playing media.
But the laptop most also be capable of playing media without having to boot Windows, and it needs to play it using the screen, who want's to watch a movie or a TV show on a 2.5" screen when they don't need to. Therefore on the front part of the laptop are video play back buttons which will glow when the machine is powered on. When you press the media center button ( the one I mentioned next to the power button) the laptop will launch Windows Media Center. But only media center will launch not Windows.
Other then these features the laptop should have an over abundance of USB ports, a DVI port, and express card slot, and various different slots for different memory cards. It must alos have 2 headphone jacks
Entertainment should be a premier feature of this laptop but not the advertised feature make it seem as though it is just something Dell assumes all laptops most have. Place a TV in/out port on the system, to allow users to really use the recording features of Media Center or when IPTV is not wanted.
When connecting to a port replicator the laptop should have the capability of doing so wirelessly. But this wireless connection must be seamless, no interuptions. It must appear as though the computer is connected via cables.
Now on the software side, the system must be native 64-bit but have 32-bit virtualization emulation. Now the 32-bit enviroment is not executable, but it must be seamless. If a user launches a 32 bit program the OS (Windows) must load that program in a virtual 32-bit enviroment without the user knowing that it is happening, to the end user a program just launched. For more information about this section please see another idea of mine - http://www.ideastorm.com/article/show/66332/64_Bit_Windows_Edition_With_32_Bi...< large problem today with laptop systems is theft. Many systems are being stolen. This is where the GPS can double functionality. If your laptop is lost or stolen, you give a call to Dell or access a page on their corporate website where you input your own personal code this will activate the GPS locator and track down your laptop if the system is on. You just forward the trace to the police and your laptop is returned. Now the best part of this locator is that the software is stored inside the TPM chip not on the hard drive so it can not be erased with a simple format. Now this feature must be secure, or it will seem like an invasion of privacy. So all security measures to make sure that feature is only used for it's purpose must be made.
The system should be light weight only about 3.0 lbs and be incredibly sturdy and damage resistant. So if a user drops it, the system can take it with little damage, the pricing needs to be reasonable as well. Obviously the theme I went for in this laptop is state of the art, which I think Dell needs to really push. They need to show their customs one that they can stay ahead of the curb and this laptop will do that especially with it's quad core processor. Two they can produce a system that people drool over not only because of what it can do, but because it is sharp, something I haven't see from Dell from at least the 90's or early 2000's. And three that they have passion for what they do, that they take their tinme in thinking about things, even little things like the backlighting which will make the users life so much easier.
Many of the components or features in this laptop may seem far fetched. But I assure you with a research and careful designing Dell labs can produce this and they can do it fast. something I think they need to do, is move fast or be left behind, this will do it.
Sorry for the long read but I Hope you liked my design.
100
Poor Account Management
Service and Support submitted by jdcampbe
05/14/07
Dell needs to assign account managers to customer accounts and follow up as to whether their account managers are making the contacts and taking care of the customer.
I have no idea who my account manager is. My company spends about $500K annually with Dell. We have stopped buying servers and storage and anything else for the back office that is Dell. We are beginning to start to look to other vendors for desktops and notebooks because of the lack of customer focus and support of our account.
I hope that Dell can turn this around but frankly it is a big mountain to climb.
Sincerely,
Jack Campbell
200
Ability to build fully customized pc - not starting with a 'platform'
Dell Web Site submitted by brett611
05/15/07
I'd like to be able to state my pc requirements without having to first select XPS, optiplex, blahdiplex and then build a system that 'kinda' meets my requirements. Based on my inputted requirements Dell would provide a recommended system or a custom built solution. Maybe the custom built solution costs slightly more, but I get to specify every possible component.
There would be a compatability check, similar to Edmunds or other car sites. So when I state I want xxx motherboard and xxx cpu it would tell me they conflict and offer alternatives to both choices. "Click here if your motherboard selection is highest priority" - offer possible cpu matches.
370
I just want to get a new part for my laptop that is out of warranty
Service and Support submitted by driskind
05/15/07
Well the disk drive went "South" on my Inspiron 600m after 3 years of faithful service. Now I want to replace it. there are no more 60G 5400ms drives available so I have to order a 40G drive. Plus no original software CDs that I recall for my system. So restore is going to be very difficult.
So here I am on Dell's support site trying to find the parts I need. I know I am not in warranty anymore and that's OK. But I just want to get help ordering the right parts and getting the support CDs to replace my Windows XP professional system. Dell wants to charge for this; it is not a support issue. I know what is wrong, but I cannot get any help!
Cannot Dell please address the issue where someone knows what they are doing, but just seeking a little advice? Dell is going to get money (way more than they should) for the replacement disk drive I have to order. Cannot that be enough?
240
rfid key to lock my computer when I'm away
Accessories (Keyboards, etc.), New Product Ideas submitted by deepstar
05/15/07
I would like to have an RFID key (like RFID car keys) that would lock my computer when I'm out of it's range. That way, I don't have to lock my screen manually when I walk around and my computer is unlocked magically when I sit back in front of it.
Such an RFID key would also come in handy when my laptop gets stolen: no RFID key, no access.
kind regards,
-- Steven Van Acker
290
Simplifying Service Tags
Service and Support submitted by luc_lamothe
05/15/07
Making Service Tags with bigger font and easier to read. Been hearing a lot of customers saying "Not sure if that's an 8 or a B or a 0 or an O"
Some of them wearing glasses also have trouble just reading the service tag at all.
The location is also sometimes hard to get to. The service tag should be located in the front of the computer to make it easier to locate and read. Some customers have their computer put away in a desk or hidden under a table.
480
Solid State Drive as option in Notebooks
Accessories (Keyboards, etc.), Laptops submitted by tablet205
03/28/07 **IMPLEMENTED**
Definition
A solid state drive is primarily a data storage device, for use in computing applications that traditionally use a hard disk drive.
A solid state drive is based on non-volatile memory instead of the spinning platter and mechanical-magnetic head found in a conventional hard disk drive. With no moving parts, a solid state drive eliminates seek time, latency and other electro-mechanical delays and failures associated with a conventional hard disk drive.
Advantages
* Faster startup - Since no spin-up required.
* Faster read time – In some cases, twice or more than that of the fastest hard drives.
* Low read and write latency (seek) time, hundreds of times faster than a mechanical disk.
* Faster boot and application launch time - Result of the faster read and especially seek time. But only if application already resides in flash and is more dependent on read speed than other issues, eg. OS bootup that detects devices will not be significantly sped up even with faster seeks & reads.
* Lower power consumption and heat production - no mechanical parts results in less power consumption.
* No noise - Lack of mechanical parts makes the SSD completely silent.
* Better mechanical reliability - Lack of mechanical parts results in less wear and tear. High level of ability to endure extreme shock, vibration and temperatures, which apply to laptops and other mobile devices, or when transported.
* Security - allowing a very quick "wipe" of all data stored.
* Deterministic performance - unlike mechanical hard drives, performance of SSDs is constant and deterministic across the entire storage. "Seek" time is constant, and performance does not deteriorate as the media fills up (See: Fragmentation).
* Lower weight and (depending upon type) size
* Faster than conventional disks on random I/O
Check out the Idea in Action on the SSD enhancements Dell is making.
7549
Crapware
Sales Strategies, Software submitted by mcneiljohn
05/06/07
Completely eliminate all crapware on new computers, but provide access to all trial software versions on a dvd requiring conscious action by the user to install and provide a booklet with a brief description of the promoted products.
I will shortly replace my aging Inspiron 8000 and hope to not be initially frustrated by having to remove unnecessary and unwanted programs.
3340
Always include all software and driver reinstallation discs for free (or at least let us get the option to)... don't make us pay extra
Software submitted by winoffice
05/01/07 **IMPLEMENTED**
Always include ALL software AND driver reinstallation discs for FREE (or at let us get the option do get the for free if we want as follows)...don't make us pay extra in case that we have a disaster and need to reinstall from scratch...!
No Discs Included (Included In Price)
All Discs Included (this means everything -- all software discs -- OS/Security software/etc., and all driver discs -- this means Windows or Linux drivers or both, whatever applies -- add $0)
Other options (OS disc only, all software discs only, driver discs only, etc. -- add $0)
For some computers, Dell does not include the reinstallation discs. Even if Dell offers them, Dell charges extra for us to get them. In fact, the only time I seen reinstallation discs being offered without charge were for Dell XPS desktops with the flashy lights -- that is, the Dell XPS 600, 700, and 710 systems, for those ware the only systems to offer operating system options like "Microsoft Windows XP Media Center WITH REINSTALLATION CD".
Also, most of the time when software reinstallation discs are not included, driver reinstallation discs (such as XPS flashy lights, as well as printers and monitors) are not included either. Therefore, don't just include the software reinstallation discs -- include as well the Windows/Linux drivers for the hardware (depending on the OS purchased with the computer, if any, which in turn depends on the user's preferences).
Besides, Microsoft as well as ALL software companies include the discs when you get the software seperately, so why can't Dell do the same when the software is preinstalled...?
Customers no longer have to pay extra for re-installation media.
21520
No OS Preloaded
Linux, Operating Systems, Sales Strategies submitted by agreer
02/17/07 **PARTIALLY IMPLEMENTED**
I have a XP Pro retail copy, will soon buy retail vista, I also like Linux: Make WINDOWS-FREE, and OS-Free an option for more than just expensive business lines.
Dell has systems available that do not have an OS pre-loaded called N-Series line. You can check them out at www.dell.com/nseries.
86070
 track my votes
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