Offer Complete Cover on Alienware Products
Service and Support, Desktops and Laptops submitted by boettr
May 18
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?
260
Warn Laptop Customers No Warranty Coverage Outside USA
Service and Support submitted by gear
May 27
I am the owner of an Inspiron 1525 purchased at Best Buy in the USA.
The power adapter died within 2 months of the purchase while I am in China.
After a long chat with tech support (via IM), I was told that:
a) there is no way they can “update” the warranty file to ensure that I can get support / spares outside of the USA because it is a retail product bought at Best Buy
b) they can only send me a replacement adapter in the USA
c) they cannot direct me to a service depot in a major city (Shanghai, Beijing, Hong Kong) that can replace my defective power adapter
Furthermore, they gave me a supervisor’s email to write to.
I wrote to this person last week and have received no response.
So how about:
I) Telling your customers up front that you have no warranty coverage outside of the USA for Dell Products bought at Best Buy
II) Place a large sticker on Retail laptops that says “Warranty void outside of USA”
III) Allow customers who require an international warranty to return Retail Laptops with no warranty support outside of USA to return the product within 90 days
That way, customers will know better than to take your laptops outside of USA and expect service.
Thanks a lot!
160
re-use of shipping boxes
Environment submitted by parasite
May 25
Shipping boxes for desktop computers and monitors are the perfect size and durability for small animals to use as a place to sleep & play. Or you can spend a few hours and go overboard like I did--anyway, it's better than sending more boxes to a landfill.
210
Bring back the LAPTOP
Laptops submitted by falbert
May 22
Please make a useable "laptop" ie:computer that you can put on your lap...
Make it cooler : I know we want more performance but you can find a way
Make it quieter by using silent fans and heat pipes
Place the air intakes on the sides not on the bottom.
290
Accurately reflect systems true capabilities
Service and Support submitted by cmdematos
May 28
If a chipset allows for a certain amount of RAM or disk storage or CPU compatibility, dont under-report it in your spec sheets.
Example: Any of the new Intel chipsets (G33 used in Inspiron 530, X38 used in XPS420 etc) can take 8Gb of ram. These machines can take 8Gb of ram. However, in order to seperate these machines from the Precision line and because you tend to offer only 32 bit Vista on these, you only allow 4Gb Ram on your configurator.
Wrong move! People learn that they can go elsewhere for memory and your sales will tend to suffer with the more knowledgeable buyer, which increasingly makes up the bulk of the population.
Similarly, you limit maximum disk by what your configurator allows. Have your spec sheet accurately reflect what people can do with the machine regardless of what you are willing to sell them with the configurator.
How about fixing it?
A promise from the spec writers that they wont do it again and 20 lashes in public should do it.
250
Add USB port 5V supply to Laptop Powersupply units
Laptops, Laptop Power submitted by michael.schwarz
May 14
Today a travelling laptop user has often additional mobile devices which are charged by the USB port like Music players, mobile phones, PDA's etc. To charge these the Laptop unfortunate must be switched on. If the Transformator/ power supply for Laptops would have an USB power supply connector, - devices could be charged indendent from running the Laptop. (e.g. at nigth in Hotel)
I experienced such capability some time ago by an third party Power supply and found it very valuable.
If this would be added to Dell Laptop power adapters it would offer and added value to the today mobile Users.
410
Out-Law Small Print!
Dell Web Site, Sales Strategies, Simplify IT submitted by aikiwolfie
May 28
Please ban all small print from your advertisements, documentation, special deals and any other information disseminated via print, broadcast, internet or other media.
This is about "Simplifying IT" for everybody. It's also a policy you should enforce with ALL of your retail and supply chain partners that have direct contact with your customers. Both corporate and consumer.
Some might argue that this would dramatically increase the amount of paper distributed with your products. I would argue this need not be the case. Alternatives are available.
Documentation can be distributed in many forms. Commonly CD's and web sites are now being used to distribute EULAs, manuals, FAQs and guides in HTML and PDF format. Strangely many suppliers still include small print in these digital formats? Why?
What purpose does this small print serve other than to hide restrictions and trip up customers?
My solution is much simpler and a lot more sensible. Make product warranties, EULAs, etc simpler. Be up front and honest with your customers and be more flexible.
Your customers have no need of small print Dell. Please "Simplify IT".
230
Stop using porprietary parts!
Service and Support submitted by joes15
May 28
I have been told that I can only upgrade my Dimension E521 with parts from Dell because other parts won't work. In other words Dell uses proprietary parts. This really dissapoints me. I bought my PC with the thought that I would be able to upgrade later. I think that if Dell would use standard parts it could 1. porbably save a lot of money when it comes to manufacturing, and 2. it could increase sales because people want very upgradeable PC's. I know I do.
310
Please stop using cheap LCD panels on your flagship XPS laptop line.
Monitors and Displays, XPS products submitted by tcpaulh
Jun 3
Please stop using cheap LCD panels on your flagship XPS laptop line.
For example the M1530 although specified with 90-100 degree vertical viewing angles, the reality is that there is at best a 15-20 degree vertical viewing angle before colour inversion occurs.
Vertical viewing angles at present do not appear to conform to stated specifications!
Dell have been promising better viewing angles since 2002 with Ultrasharp screens but these screens are still not available across the XPS line of laptops.
Please sort it out Dell and stop using the cheapest screen technology in your premium products.
Thank you.
670
giving old computers to underpriveleged people
Environment, Education submitted by drorb73
May 25 **REVIEWED**
An acquaintance of mine is going to start college soon on financial aid, and does not have the resources to purchase a new computer. Currently lots of people send their old computers back to "recycling" programs whereby the machines are shipped to China where some kid breaks them open bare-handed. Instead, computer manufacturers could reinstall some reasonable software on them and give them away (perhaps at a token cost) to under-priveleged people here in developed countries. I have no doubt that lots of perfectly decent 3 year old computers get junked - and there are lots of poor Americans and Europeans that could use these machines for another several years. Wouldn't this be more "green"? Thanks!
Please see dawn_l's comment
380
Loctite Laptop Screws to Improve Durability
Laptops submitted by gear
Jun 4
I have been traveling with a barely 6 week old Dell Inspiron 1525 laptop.
Today, I noticed that a few screws have started to work loose, so I tightened every single screw on the bottom panel that I can reach, and here is what I found:
On the edge closest to user: all 4 screws have worked loose and was in danger of falling out had I not tightened it.
On the edge furthest away from user: 4 screws loosened a bit.
On the left hand side: 4 screws generally OK
.
Screws holding the "access cover" in place: 2 loosened, one nearly to the point of falling out.
I don't even want to think about how the screws I cannot see inside the machine are holding up --- or are they all quietly working their way out ?
This is not good....
Quite frankly, this is rather disappointing.
Either the screws were not properly tightened, or they worked loose over time.
I don't know if Dell uses Loctite or a similar product in assembly, but if you don't, it is time to do so.
It is also very probable that the chassis has too much flex in it, and the screws are working loose in spite of using a Loctite like product.
Somehow, I don't think the Inspiron 1525 is one of the most durable laptops Dell ever built.
This kind of build quality can cost Dell plenty when it comes to warranty costs.
300
Low cost staff shouldn't mean untrained staff...
Service and Support submitted by cestuila
May 31
Of course, when you hire someone who will stay 6 months in the company and pay him/her a basic wage... you don't want to invest in him/her.
But some basic product knowledge is NECESSARY!
Here's a recent situation I read: someone going on the Dell chat and asking what accessories come with the XPS M1330 (thinking about the headphones, remote control, second skin, etc.) and the chat person just answers that that laptop doesn't come with ANY accessory!!!
So maybe that person thought, if I don't tell him the laptop comes with accessories, he might buy them so more sales for the company! (I don't actually think that person thought so much...) But the reality is that this customer had already placed his order and just wanted confirmation.
In the end, he now is about to cancel his order (although I told him that he WILL receive the accessories) because he is unsure he will get them...
So the situation is that DELL may actually lose business because of untrained personnel.
280
21 Day Return policy extended if you have an issue when you recieve your computer.
Service and Support submitted by lvl3catastrophe
May 24
Ok I received my computer and it immediately started having a problem where it would just restart when I was multi-tasking. I tried to use the tech support because I like the computer just wanted the problem fixed. After weeks of troubleshooting I was no where and the tech wanted me to format the HD and reinstall windows for the third time. I knew it had to be an hard ware issue but most foreign tech reps DON'T LISTEN and stink at trouble shooting. I was very angry I just wanted it fixed but didn't have the time to sit on the phone with a tech rep for hours and get no actual trouble shooting. So I wanted to return the computer but it was the 23rd day from the SHIP date I didn't have the computer for 21 days yet but it was counted from the ship date so I was stuck. There should be an extension on the 21 day return policy and your warranty if you have an existing problem that is documented during the period of the policy.
(On a side note just had the motherboard replaced and the computer seems to be working fine)
470
Don't cave in to the RIAA
Service and Support submitted by jcm337
May 20
Here is an abbreviated version of what I will be sending to my regular blogs and podcasts (edited to fit their formats and typical areas of discussion) regarding the burdensom nature of what happens when a company like Dell listens to groups like the RIAA over its own customers. I would like to mention up front that overall I am very happy with my Dell experience so far, but may not stick with them if I see this sort of thing happen regularly.
" I used to rip streams (legally from NPR for class projects with proper citation) on my old XP machine and recently needed to do something similar on my new Dell laptop. My laptop didn't seem to have a stereo mix feature, but I knew the hardware supported it so I read through several forums where people (mainly musicians) needed that feature. After searching around, it seems that Dell had distributed drivers that intentionally disabled this feature. There was alot of talk online about how this was under pressure from the record industry to close the loophole allowing stream ripping of Internet music. I'm not sure about the truth of this, but it seems plausible considering the hardware still has this capability and it was once a very common and useful feature. Fortunately, armed with knowledge of the issue from the forums, I was able to get a support person from Dell to work with me to fix it (sort of). Apparently enough people had complained about the lack of a stereo mixer function that they released a set of drivers for an older computer that enabled this feature and I was able to apply it to my sound card by running it in compatibility mode. But wouldn't it be nice if they simply hadn't disabled the features in the first pace?
p.s. An hour and twenty minutes on the phone with tech support usually leaves me pretty unhappy, but those Dell XPS support people really know their stuff and I ended the phone call feeling pretty good about the whole thing."
In short, Dell really shouldn't lock out functionality and force it's own customers to spend hours working out rediculous hacks to appease corporate groups seeking to protect their own pocketbooks. It perpetuates a culture of ownership that is far and above what is expected in a typical capitalistic society of which I am a proud member. To criple hardware at the driver level, removing useful and legitimate features despite customer protest is unconscionable.
460
 track my votes
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