Bloatware
Service and Support submitted by jiz_star
02/24/07
Do not install the "junk" onto new computers. Thats the first thing that I have to fix (Delete) when a customer calls and complains that their computer is too slow. Of corse I get paid to do it, but I would rather get paid more to do something else. I havent purchased a dell in four years, but back then they came with the operating system as well as driver discs. Ive heard things about Dell not giving them to you anymore and when you fire up the pc for the first time there is a screen that asks if you would like to create them?? Maybe I am wrong but that is just silly.
Dell should stay away from making their own hardware...why not just make stuff that works with everything else? My college just got some new Dell XPS desktop computers, no PS/2 ports? Why? No USB2.0??? WHY?! At least there is a floppy drive in each computer, dont ever get rid of those. Why is Dell still giving out Ball Mice with their computers... they are very unreliable after about a month because they get so dirty inside.
The way in which you open a Dell Computer Case has always been easy, DONT GET RID OF THAT. No screws or any fancy detachment methods. And, YES, we do open them up, there is no reason to stay on the phone with tech support for an hour just to finally get them to say that they will send a person out to help, which we have to pay for if it isnt under warranty.. If the CD drive goes, Im going to open it myself and fix the problem.
Tech support, another problem, I cant tell you the number of times that Ive had to call and get some tech support specialst from India that has NO IDEA what Im saying or how to solve my problem. I would rather PAY for the call and have it taken in the USA to get someone that at least knows what Im saying. Another thing about tech support is that they treat the customer as if they are 10 years old. Im sure that there are customers out there that need to be talked to like that but if I know what the problem is, and I know how to get to the control panel, please dont guide me every click of the way.
Product Quality; Ive had this dell for the past four years, nothing has gone wrong hardware wise. That is a good thing. I am not familiar enough with the new stuff to say if it is as good as the old stuff, but I am sure that with trying to pinch every penny, the computers arent built as tough as they used to. I have an old gateway from 2001 that I would swear is bulletproof. Stuff just inst made how it used to. The new Dell keyboards are really light weight and flimsy. Im sure they are just going to snap in half if I get made JUST ONE TIME because of some stupid error and hit the enter key too hard.
I have probably said too much and waisted someone's time, but if any of what I have said has ment something to the reader, please check out the story by Joe Peacock (Yes, real name) via the following link: http://www.mentallyincontinent.com/modules.php?name=News&file=article&sid=299
It is a very good and VERY true story about this guy's laptop motherboard that crapped out ever week. I think that he had to replace it 8 times?
Maybe this email is a wakeup call and Dell really thinks they are "user friendly" or maybe Dell knew the whole time but is making money and dont care.
Sincerely;
Ken
130
No OS Preloaded and a choice of DELL-certified DVDs for OS preinstall
Operating Systems submitted by yves.demur
02/24/07
The PC must be software bare. The customer will have the choice to buy, from DELL or editors, the DVDs that puts the PC in the equivalent preinstalled state. The installation operations must be done by booting on the choosen DVD and answer a few simple questions.
DELL must work with the editors, MS and others, to allow them to build the DVDs with all the drivers needed by the hardware to work fine. DELL will certify only one version of an OS+editor for each model of PC. The software upgrades are fully under the responsability of the editors.
160
Organize the sales pages by need, not product line
Dell Web Site submitted by sernovitz
02/03/07 **IMPLEMENTED**
The Dell shopping experience is all about Dell -- not the user. Currently, you have to walk through each product line, narrow by model, etc.
This isn't very useful to my mom, or anyone new to Dell. Even the latitude/inspiron choice is never explained.
Start with features -- walk the user through the choices until they get the perfect PC.
What size do you want? What are you going to do with it? Etc.
Check out our new Assistance Seeker to shop by what you need, not by price!
7654
Dont eliminate XP just yet
Operating Systems submitted by javaprog07
02/17/07 **IMPLEMENTED**
Ok, well I know I may be chastised for bringing this up, but vista is still a young operating system with its own problems etc... I would like to see both Home and Business computers, especially notebooks have an XP Home and Pro option on top of Vista until it has at least been out for a year. For those seasoned users like me who just feel that you need to let a new OS mature before jumping right in. I am planning on buying a new notebook, and I would like to insure I wont have to format it on arrival just to have XP.
Check out the Idea in Action to find out more about Dell offering XP.
26870
Silent / Quiet Computers: Sound levels in decibels
Desktops and Laptops submitted by pchris
02/17/07 **REVIEWED**
I'd like Dell to provide the sound level in decibels for each of their desktops, under max load as well as at idle.
How a manufacturer can produce an expensive computer, and then have the user acoustic experience of that computer dominated by the noise generated by a cheap fan worth just pennies, for the entire lifetime of that computer, is incomprehensible. Computers are noisy when brand new, but those cheap fans begin to rub and oscillate and make additional annoying noises, frequently within a short period of time of purchase.
Personally, the peace and quiet of my personal workspace is very important to me, it's my sanctuary from the world where I can focus and be creative. To have that experience disrupted by cheap fans is sad, especially when slightly more expensive fans and some reasonable design would solve the issue. Another reason why I consider buying an Apple.
If the cost of a better sound design and fans is significant, it could be an extra cost option.
In general, Dell provides noise data of its products in the Environmental Datasheets. Tests are conducted according to ISO standards in a NVLAP accredited acoustics facility. Click here for more details
35977
More RAM!
Desktops and Laptops submitted by mwmtjm
01/30/07 **UNDER REVIEW**
Do away with 512MB of memory as a base option to buy consumer desktops and notebooks. With Vista running best on 1GB at a minimum, don't make customers have a basic experience with the new OS because Dell wants to be able to advertise at a lower price point. The success of Vista -- and subsequently for Dell -- will be largely in word of mouth. Take a long-term view and build the momentum one great customer experience at a time right now!
39952
National Call Centers [and other Service Improvement Ideas]
Service and Support submitted by henrieb
02/17/07 **UNDER REVIEW**
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.
27681
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.
86080
Have Firefox pre-installed as default browser
Software submitted by robinjfisher
02/19/07 **REVIEWED**
Does what it says on the tin! Most people only use IE because they aren't aware of other browsers - they think Internet Explorer is the Internet! What would really drive take up of alternative browsers is if Firefox was pre-installed as the default browser so that when people look for the "Internet" in Windows, they are using FF.
Firefox advocates at Dell have initiated discussions and driven action around exploring alternative internet browsers and experiences. As you can tell from our response to the Linux community, open source continues to be a part of our conversations about new products and services.
118093
No Extra Software Option
Software submitted by ootleman
02/16/07 **PARTIALLY IMPLEMENTED**
Would love the ability to have a clean Vista install. No AOL software, no earthlink software, no google software - just a clean, original OS.
Check out jeremy_f's update on our current software options.
120794
 track my votes
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