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 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.
120774
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
Do you need Vista? Read this to find out.
Operating Systems submitted by icantseeyou
02/23/07
"ZDNet blog Hardware 2.0 looks at the effect of having used Windows Vista for over 18 months. Is Windows Vista the indispensable upgrade that Microsoft wants you to think it is? Writer Kingsley-Hughes says 'Having been using Vista for over 18 months I believe that it's a huge improvement over XP and even though I still use XP I find that I miss many of the features that Vista offers.' Just the same, he goes on, 'I wouldn't call any of the changes earth-shattering. When I'm using XP systems I miss some of the features but not so much that they push me to upgrade any faster.' He then goes on to give a feature-by-feature breakdown of all of the improvements Vista has over XP, and what long-term use of these features can net."
The information is at this site... http://blogs.zdnet.com/hardware/?p=276
-130
Why sell computer but don't rent it?
Sales Strategies submitted by oagostinho
03/15/07
Everybody knows that every two years, may be one year, I have to buy a new computer. Why is that? Well, because, I needed to, or the market obligated me to do that, in one way or another way!
In the meantime, why Dell don't think about to implement a service that permit the common people can rent the computer that they liked, but don't can buy it or don't want it, with friendly price for the both sides (the common guy and you, Dell). I that it would be disruptive. I'll prefer pay some fees for one computer in a specific time, may be, at the end of the contract I'm going to buy it, anyway, if i can do that!
You can see this business model in others industries, for example, automobile's industry with leasing, etc. Why don't see this, in this industry too?
Well, See Ya! Good Luck, Orlando Agostinho, Computer Engineer, Lisbon/Portugal
-100
Wireless gateway/router fileserver
Accessories (Keyboards, etc.), Broadband and Mobility submitted by rhoxs
02/22/07
Most people buy wireless routers.
Why not offer a compact secure wireless router with a built-in media fileserver. A unit like this could run 24/7, downloading and caching security updates off-peak. It could provide whole house network security...no need to buy AV software for individual computers. It could serve out a user's "space" to any computer in the network and even allow secure access from outside the network. It could serve out media services to any compatible machine in range. It could store backups from other data sources in the house. It could contribute to distributed computer power (SETI, Healthcare research, etc) when not being used by the homeowners.
Shoot for a device about the size of a current linksys wireless router.
90
Home Hub PC
Broadband and Mobility, Environment, Desktops and Laptops submitted by threequarks
03/19/07
Instead of buying 2 or 3 PC's why can we not have a central very high performance multi user box with both built-in 802.11abgn & WUSB connecting via wireless to everything including the monitor. The antenna could be built into the case which would be razor thin and wall mounted. The advantage of wall mounting would be enhanced wireless performance This would allow for a multi user PC serving 3 or more monitors and keyboards via wireless.
Windows has had the ability to provide a simultaneous multi-user environment to home users for many years now but Microsoft and the Hardware vendors don't want you to have it as it affects their revenue. Isn't it about time consumers got together and demanded a multi-user license for one Home Hub PC at a fair price for the home user.
The big advantage of this configuration is environmental as one household would have one PC!
Specification of Home Hub PC
It would support possibly two, three or more wireless monitor, keyboard, mice, speakers and a printer all using WUSB. Multi display support is already possible via the DisplayLink technology. So we are talking about a multi-user environment within the OS. Options already available for this are Multi user desktop or Hi-Share .
CPU - This would be give a big boost to the sale of multi-core CPU's for AMD or for Intel. In AMD's corner is a dual CPU quad core environment. Intel has a similar offering here
Wireless Monitor Yes a wireless monitor is possible. A recent article on this using wireless usb at engadget.com outlines new products based on IC's developed by Display Link. These IC's could be offered in the near future as standard by monitor manufacturers. With resolutions as high as 1600 x 1200 full specs of these products can viewed by clicking here You could also order it in a number of colors.
The case could be based on a typical 1u server case similar to the one here at mypccase.com. However this does not really cut it for me as I am sure with a good design team you could get some curves into the design and create a case that would provide an easy access and upgrade for components like the display card, ram, hard drive. I imagine it opening like cabinet doors hinged on the left and right side or possibly sliding open. Also I imagine it to have a larger surface area overall to provide more PCI expansion slots, RAM, Hard Drive options. The specification would not be compromised in anyway by the case. You can have the top of the line spec but in a stylish case in a number of different colors that you hang on the wall.
Wireless Cards would be built in - wireless 802.11abgn card and a wireless USB hub.
Wireless speakers are already here at best buy so of course would be included with the transmitter built into the case with each user having their own wireless speakers.
A wireless printer would be included pre-configured within the windows setup configured to be accessed by all users simultaneously.
350
Huge Memory, High End Graphics Card, Large HD
Gaming submitted by icantseeyou
02/22/07
The speed of your computer, whether using the Internet, applications, or gaming is directly linked to how much memory you have and your graphics card. The speed of the processor is important but not as important as the above. Why not rate your products based on the above rather than on processor speed?
240
Do what AMD did to ATI: Buy out AMD
Dell submitted by shams
02/23/07
Financially-struggling AMD is desperate; buy them for cheap. The consolidation will help cut parts expense. Transfer the savings over to the customer. Now you'd have a great product at a real competitive price.
220
Take our ideas to Dell's 800 number - noone listens to us here.
IdeaStorm, Service and Support submitted by doesdellcare
04/13/07
Short summary:
* Submitting your ideas to 1-800-456-3355 is probably more useful than submitting them here.
Looking at Dell's responses to IdeaStorm here http://direct2dell.com/ , it seems Dell really only cares about Vista. Back in February they said it was "exciting" to see the ideastorm Linux ideas - and yet they still only sell Linux laptops and Desktops in some international markets (http://www.theregister.co.uk/2007/01/09/dell_linux_china/) I'd be fine having one of those Chinese Linux laptops - because unlike the "Designed for Microsoft" (as the sticker reads) Dells, I know this one's at least capable of running Linux. It's not a technical issue. There's no excuse that simply selling that existing product here would take 3 months.
No one cares what we say here. BUT ... Dell has 1-800 numbers.
So instead of submitting ideas here - we should submit them by phone.
Recommended text for your call:
It was February when Dell said "It’s exciting to see the IdeaStorm community’s interest in open source solutions like Linux and OpenOffice. Your feedback has been all about flexibility and we have seen a consistent request to provide platforms that allow people to install their operating system of choice. We are listening."
Thank you for listening, and even though I can't find it on your hard to navigate web site, I'm sure you must be selling these systems by now.
I'd like to order a Inspiron XXXX with Linux on it. No, I don't care which distro -- the one you already sell in international markets is fine.
Their small business sales number ( 1-800-456-3355 ) is probably the best one to go with - even for home users (you get a better selection of systems there) and for large businesses (small business often has better pricing). More phone #s.
http://support.dell.com/support/topics/global.aspx/support/dellcare/en/byphon...< take notes of the calls and post them here for our entertainment.
100
Thank you DELL- ideastorm is having a real impact
IdeaStorm submitted by steveoc
03/28/07
I had a requirement today to quickly get a couple of PC's commissioned, so I hopped online and ordered some components for PCs for delivery by the end of the week. They need to run linux, so its just a matter of choosing the right components, and scheduling some time early next week to do the OS install.
One of the better online retailers in Oz is auspcmarket.com.au - they are not the cheapest, but they have lots of cred and a great reputation. So I order from them from time to time because of this.
They are totally a Microsoft golden reseller (or whatever), and only deal in mainstream items .. but at least you have the option of buying things without an operating system, and they dont play silly buggers with pricing bundles.
Well, what a shock when I get to the front page this time - a big penguin appears in the main menu, and they are running a poll on which linux we customers want pre-installed. Ubuntu is miles in front, followed by Fedora, etc. They are not even considering offering Novell.
This is NOT a publicity stunt on their behalf - go to operating systems, and for $10 you can choose any popular version of linux, and they will burn and ship that CD/DVD with your order.
They have a new section which is 'Machines with no operating system and no monitor - using hardware tested to work with Ubuntu and Fedora linux'. No support is offered directly for the OS - they recommend using community forums. Its almost like they took the time to read the comments on ideastorm, and put together offerings based on the obvious.
I have every faith that auspcmarket.com.au will be offering pre-installed and supported linux on their offerings pretty soon. This is VERY DIFFERENT to the number of existing companies like system76, which were basically built to satisfy the demand for linux. This case is different because its an established player in the Wintel/PeeCee space, with a great reputation, who is making a change.
They have obviously followed what has happened here on ideastorm, and they are providing exactly what it is that Dell's customers are asking for on this site, without all the backroom politics that are holding Dell back.
GREAT !!
Thank you Dell for providing the exposure that was needed to kick things on to the next level. (When are you going to get on board and enjoy the benefits of this though ?)
570
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.
118063
External wifi antenna connector
Broadband and Mobility, Laptops submitted by cromo
02/17/07
I came into this idea some time ago. The idea is simple - to put an external wifi connector on the back of the laptop and a button to switch between internal and external antennas. There are loads of different solutions for laptop users that need better signal reception for their wifi cards, most of them simply increase transmitting power (thus exposing us, the users to higher radiation) while all the problems could be easly solved by adding external connector and some some cheap and small external antenna. It would be nice to see such connector on the replicator port, too. Considering the forthcomming WiMax that will be mostly used by ISPs to provide internet connection I am sure such external antenna connector is even a must for the laptops that will come with integrated WiMax card.
1511
6 major issues to be fixed by Dell
Dell, Sales Strategies, Service and Support submitted by jervis961
02/17/07
Dell became a top company by providing choice and customer service to a customer that wasn't available at the time but has since fallen behind the pack in these areas. Needing a translator when calling customer support is unnacceptable and other companies are rapidly passing Dell in technology advancements. While this site is a good start, many things need to be changed for Dell to become the market leader again.
1. Customer support needs to be in well spoken English and with employees who are allowed to do more than just read from a script. If they are speaking with a computer savvy customer the rep should be allowed to deviate from the script as long as they don't go outside the relm of normal policy.
2. Better options: Other companies offer high end components in small computers but Dell only supplies intel video processors in its 14" laptop. Dell needs to allow customers to get the size computer they need but with options from low cost through the high end so they can get a computer that is "Purely you".
3. Less forced options: I hate that I am paying for and XPS with internet security when I don't need it because I already have a subsciption that will transfer over or AOL is installed when I know I don't need it. They need to add an option of none of the above to all the added software sections.
4. Better pricing: Why is it over $200 to upgrade from 1 GB of 533 MHZ ram to 2 GB of 677 MHZ RAM? I can go to Crucial.com and get the 2GB 677MHZ kit for under $200. Upgrading with Dell after you own is even worse at over $300 this is crazy.
5. Custom Dell website: Customers want to feel special why not make a MYDELL website that when you log in you get a site designed the way you want it. If you aren't interested in the small business site it gets removed, you don't like to go thru the accessories sections when customizing a system so you don't see that section. Click on customer support and a list of your computer pops up asking which one you need help with and only shows the options for that system.
6. Customer loyalty rewards: I have bought 6 Dell systems over the last few years, why can't I get better customer service or pricing due to my loyalty to the company?
6925
New Dell Retail Store! Death to Mall Kiosks!
Advertising and Marketing, Sales Strategies submitted by evilspell
02/16/07
Dell should open a retail store very similar to the Apple store. I know that they have small kiosks inside malls that they try to sell Plasma TV's and a couple laptops next to a guy selling knock off sunglasses and verizon cell phone sales sharks! Very unprofessional. Open a classy Dell Store and offer Tech support right in the store just like the Genius Bar in the Apple Store.
5032
 track my votes
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