Hold for Delivery
Service and Support submitted by mohrman
10/12/07
There are many posts on this site about the difficulty of having to be present to receive and sign for a home delivery. Often they come earlier or later than expected, so planning to be present is almost impossible. Many have asked for scheduled deliveries, but apparently these are not feasible or reliable. People are often left to take time off from work to receive a delivery, sign off for it to be left on the doorstep, or wait until the carrier has attempted several times and then drive to a facility to pick up the package.
Here is another option: Fedex offers on its website a service called "Hold at Fedex Location." Packages can be held at a Fedex location or any Kinkos. If Dell would offer an option that allows for that service, then the customer could choose a facility to hold the delivery and pick it up at a convenient time and place. This would eliminate all the problems people are having receiving their deliveries.
200
A truly customizable PC?
Desktops, XPS products submitted by ajg77
10/16/07
I would like to get a new media center PC however Dell does not offer any combination that meets my needs. It would be nice if Dell offered some sort of advanced system configuration option where users could spec a computer with any available option. While I understand too many choices can confuse consumers – Dell could create a completely customizable option for individuals who know exactly what they want.
Below are some examples of the issues faced because I cannot design the PC I want on Dell’s web site.
I would like to get a new Media Center PC with cable card support. I would like a WD 10,000RPM Raptor HD as the primary hard drive, however Dell does not offer this drive in a computer with cable card support but they do offer the drive in other models. More importantly I would like to get PC with a WD 10,000RPM Raptor HD as the primary hard drive and two 750GB hard drives in RAID 0 as a secondary hard drives, however Dell does not offer this in a model that also offers cable card support, as the XPS410 is only available with two hard drives and the XPS 720 is not available with cable card support.
I would like an option of at least 3 internal hard drives and thus Dell should increase the amount of available HD bays in its mid level offerings. For example, I own an XPS 400 and it only has 2 HD bays therefore I cannot run my optimum set up for a media center, which would be the OS on a fast drive and my recordings stored on a RAID 0 array. This is preventing me from ordering a XPS 410.
I would like cable card compatibility but I don not want to be “forced” to buy blu-ray.
Right now the only desktop Dell offers with cable card support is the XPS 410, however to get a XPS410 with cable cards you must also purchase a blu-ray drive. Since I already have a stand alone blu-ray player I do not need to spend the extra money for one in my PC however Dell requires this upgrade to get cable card support.
The XPS720 has a sufficient amount of drive bays for my needs but no cable card option.
230
Business Tech Support Should Be working off of Vista OS
Service and Support submitted by plba
09/28/07
Recently, my small business had to call Tech support right out of the box because the system we received did not come configured as requested. We spent 1hour and 47 minutes on the phone with one tech. She said Dell's Business Support Team was working off of XP Systems so she was not that familiar with Vista. This is a problem for Business' where time means money. In addition, it ends up costing Dell more money because Techs spend more time trying to solve problems of an unfamilliar OS (Vista)
Also note for attention to Detail. We ordered this Dell XPS 720 with 2 Dual GeoForce 8600 Graphics Cards through Dell's Premier Sales team. Despite the Sales Rep's best efforts, the system came SLI Enabled when we requested none, and came with an out of date driver which caused resolution problems. We were able to download the correct driver with the help of the Tech, but it should have never happened. Systems should be shipped with the most up to date drivers.
Attention to detail is important for Small Business because we don't have all the resources that a large business has. Therefore, we rely on our suppliers to deliver goods that run directly out of the box. I came back to Dell after purchasing my previous 2 systems from HP hoping that Tech Support had improved. While I am happy with the system now that it is working, the time I spent to correct factory errors caused me to take time out of my day which I could have used trying to run my business.
The bottom line is there needs to be attention to detail in the factory and Techs need to undertsand Vista OS better.
80
Call Centers that dont read a script
Service and Support submitted by jbuchta
09/29/07
This is 2007. You need to hire people who know your product and know how to fix it. This is apparently too difficult at Dell. I am constantly bombarded by people who dont know what they are doing and reading a script. Sending everything to India should not be a Dell mantra. The Dell mantra should be: "Send business process to India only when it makes sense and is in line with the customer experience." Get back to basics consider the customer. Which means only that you need to reaction more to the posts on this site.
250
Make 9-cell batteries standard on all laptops
Laptops, Laptop Power submitted by stalexone
09/24/07
People want laptops for mobility, that means long battery life. So why even have a 6-cell battery product when, for not much more to the customer, you can simply sell 9-cell. Ultimately this will help drive costs down for the 9cell. Goal should be maximum notebook performance for each and every customer.
200
Support/Update your Asset.com program better
Dell Web Site, Service and Support submitted by mkmaster78
09/05/07
Where I work we have an almost entirely Dell environment, and part of the way we keep track of units is through asset tags. the Asset.com program has served this function well, but for the first time it will not work due to the new AMD Vostros we purchased. These are the first AMD systems put into our environment and they are practically worthless to us if we can't keep track of them via asset tags. When we attempted to phone Dell, we got nowhere.
Dell maintain the asset.com tool better and support it better too, please.
120
The opportune moment for Dell to take on the role of white-box component supplier
Desktops, Sales Strategies, Small Business submitted by ic-man
09/05/07
The Admin has, at my request, deleted all my prior posts regarding white-box sales. The problem was of my own making not knowing to build on a thread instead of new posts for which a few of you expressed your displeasure. My interest in this topic is about Dell revenue and private enterprise. It is not a pet project, passtime or a quest for a cheap computer purchase.
* * *
Dell expects the same low cost components which enhanced the company's 2nd quarter profits will hurt its profitability with slow costs declines in the second half of the year.
It's not like Dell to sit still and be overrun or to let opportunity pass. The recent opportune acquisition of Silverback puts Dell in the role of virtual IT department for small business.
So, why wait, given low-cost component prices? The opportune moment for Dell to take on the role of white-box component supplier for private enterprises is ripe for the taking.
This idea will unfold only as you engage, whether you agree or disagree, in the discsussion.
70
Don't Sell Windows...
Operating Systems submitted by jorge
08/22/07
Make Users that want it install it themselves...like the people that want No Os so they can install it anyways...so...Don't Sell It..
Its Windows, its easy, anyone can install it right, its a fast install as well, drivers are a no brainer as well.
Show your Support and Don't install it to prove which is the best OS.
-40
IdeaStorm, hide the Idea posters name and voting individual listings.
IdeaStorm submitted by jorge
08/23/07
IdeaStorm, hide the Idea posters name and voting individual listings.
Much like a true democracy who voted one way or another is not listed out like it is on IdeaStorm, hide the names at the bottom indicating who voted which way.
Also, hide the Idea posters name unless they wish to be identified this will allow for true voting on an Idea vs the popularity vote of a person or regime.
Leave the count displayed like it is now, much like on election day its nice to see how a vote is going. Don't forget to leave the count of motes vs demotes, or actually add it.
Of course this means the Dashboard must also conceal the Idea's owner.
130
For toddlers
Education submitted by cjessicamay
08/23/07
creat a computer that is simple for a 3year old. One that does not have so many keys maybe your basic alphabet and numbers. It could come in fun colors or cartoon theme. And the computer can come with educational programs and also you can upgrade.
-80
Make memory upgrades EASIER, not more difficult
Sales Strategies, Simplify IT, Laptops submitted by nicopoon
08/19/07
I've always been able to upgrade memory myself on notebooks and laptops, but am concerned to see that Dell has made it so much harder to upgrade memory on new notebooks. You apparently now have to take the notebook apart by removing the keyboard to access memory slots. Why make it so hard for your customers, Mr Dell? All I can see is a lot of unneeded support calls and parts failures as a result of this change.
Besides, I am stunned to see memory prices on the online configurators. 4GB of notebook memory for $400+, while anyone can get the same quality memory under $150 in retail?
Please: either make memory price competitive, and I'll buy the 4GB upfront, or make it easy to upgrade it... before users break their notebook in the process.
1160
Home/SOHO NAS
Service and Support, Laptops submitted by delluser
08/20/07
I was recently queried by a friend about a simple NAS solution for his home network. I have reviewed the market and I am not coming back with a rosy picture : high prices, unclear product 'features', dubious performance, client platform dependence, vendor lock-in...
This is my list of key features for a home NAS, perhaps you want to make it a reality :
- Acceptable looks, quiet, as it won't always end up in a closet
- Power management : power-down *and* power-up scheduling
- Offer an energy-efficient MAID (thinking of Lime technology's unRAID here) mode in addition to RAID modes
- Sell empty drive carriers: let the customers choose (and it maps the MAID way better)
- User friendly web GUI
- Open platform to allow for community provided plugins
TIA :)
110
Wanted--- English Speaking support with working headsets AND decision making ability
Service and Support submitted by blueridge
08/09/07
Ordered computer July 29
On Aug. 03 Found Computer had been lost in Greensboro NC Aug 1
Cust. Serv. said replacement would be overnighted to me
Aug 7, Cust. Serv. said "top manager" would have to approve and would take 24-48 hours to find one to "approve" and then another 8 days to ship.
Today (Aug 09) FINALLY got a Cust. Serv. rep who:
1) Spoke English
2)Had a working Head Set
and
3) Actually talked to me rather than reading from a script. I still don't have a computer (promised to be here no later than Thu. Aug. 16)but I am less unhappy than I was. However Unless and Until DELL starts using English Speaking (for their English speaking customers of course.) Service people and Tech Support/customer support who actually know what to do AND have the authority to do it I will not deal with DELL again nor will I recommend DELL to any one. Which is a shame. Until now I was a firm DELL fan. IF my computer gets here on or before it's new due date AND if it actually works it will go a long way toward rebuilding my loyalty.
I do not think it unreasonable that if DELL can take my money within a few minutes and with very little trouble then I should be able to get my computer within the period stated (3-5 days) and without any run around.
Customer and Tech support should be able to make decisions and not read from a script. Actually talking to customers as if they were people makes a big difference.
Quit using support people who can't speak the language of their customers. I've got to admit their English is better than my Hindi but that's not the point.
Reading from a script and constantly telling me they are going to "contact" a manager about my problem is not helpful and is very irritating. I want results not email or promises.
Get these poor people working head sets. About half of the people I talked to or attempted to talk to were unintelligable because of static, fading, warbling, etc. Good grief, what are they issued- - - War Surplus from the East India Company?
FYI: the support that I finally did get was from Hardware Support and apparently Canadian? At least I could understand him. :)
190
Random ideas tab
IdeaStorm submitted by mistern
08/02/07
I would like to see a random ideas tab so IdeaStormers can do some voting on... random, possibly older ideas. Allowing me to (easily) vote on recent and popular ideas only creates some negative bias, I think.
280
Ship Notebooks in padded laptop bags instead of cardboard boxes
Advertising and Marketing, Environment, Sales Strategies submitted by akamat
08/02/07
Every time I buy a new computer, I get a huge quantity of cardboard boxes, cutouts, styrofoam etc. that eventually gets thrown out.
Dell could perhaps design a rugged, well padded carrying case which is good enough to protect notebooks in shipping transit - which of course also means it would excel in daily use for shock protection. The focus would be on utility and durability, rather than having soft leather surfaces that get easily scratched in the mail etc. Of course, this would be considered as 'disposable packaging' so that customers can't demand replacements for any scratches. It would simultaneously eliminate a lot of packaging trash, provide a default laptop bag and have Dell branding that serves as free advertisement for all the people who don't want to buy another bag.
Design guidelines would be as follows:
Able to withstand bumps and shocks similar to current cardboard packaging (or atleast at a level where notebooks can be safely shipped in it).
Production cost close to the current packaging, else make it as low as possible and offer the bag as a paid upgrade option.
2+ internal magazine-sized pockets, one of which contains the manuals and warranty sheets etc. when shipped. The other can be used for a detachable strap as that may break if attached outside in transit.
2+ smaller pockets good for cd cases, which hold the reinstallation and driver cds etc.
Do not compromise utility for aesthetics or weight - if it doesn't do the job well, there will be increased returns due to damage.
If the cost can be low enough and weight is considerable, perhaps incorporate inbuilt wheels.
For desktops/servers, this idea can also be extended to a sort of carry-on case with compartments for a desktop, lcd monitor and associated cables & peripherals - having such packaging would help immensely in moves. The desktop version should certainly have wheels too, besides your customers I imagine that postal delivery people will also start recommending Dell machines :)
350
Stop lying.
Advertising and Marketing, Dell Web Site, Operating Systems submitted by jmxz
08/02/07
You just sent me another dead-tree-catalog full of "Dell Recommends Vista" on most pages; and practically everywhere I go on your web site I see it.
Yet the press reports that you guys are smart enough to hold off on deploying it yourselves no matter how strongly you "recommend" it to others.
Intel, Dell hold off on internal rollout of Vista
...
Dell has also not yet rolled out Vista internally, ..."We are pretty much in the same position as Intel within Dell," he said Thursday. "We knew we would roll out Vista internally faster than any other OS (but) if we are at the SP1 level it is going to be safer."
Please change your "Dell Recommends Vista" lies with "Dell recommends holding off like we're doing internally". on both your website and send print corrections to customers you lied with in print.
Dell - please stay focused on the highest-voted ideas, though. Don't distract yourselves with this one until you've addressed the ideas below which have been the top-ranked ideas for at least 6 months without adequate responses..
- 147,808 - dhart - Pre-Installed Linux [and not just on a couple obsolete models in limited geographies]
- 127,719 - dhart - Pre-Installed OpenOffice | alternative to MS Works & MS Office
- 107,313 - robinjfisher - Have Firefox pre-installed as default browser
- 89,183 - ootleman - No Extra Software Option [only a couple models are crapware-free today]
- 78,007 - gergnz - Provide Linux Drivers for all your Hardware
- 73,600 - agreer - No OS Preloaded [and not just on a couple obsolete models]
970
prices on tech. support
Service and Support submitted by mtaboy
08/03/07
tech. support should be free! You have all these computers that people buy and cannot aford to lose a couple hundred bux when you have billions of dollars! Please make tech. support free!
-90
Suggested update to Dell's HardDrive based system Test Software
Servers and Storage, Software submitted by vkohnke
08/03/07
The Test software should have an option that if a NIC is present to request an IP number through DHCP and, with an authorization code given to the system owner by the service tech, initiate an SMTP session to a Dell Mail server to mail the results of the system test back to the representative. This would improve the testing usefulness and expand the ability to review and maintain systems.
This feature could be expanded to allow corporations to deliver test data within the organization by allowing an override of the server and TO information. Again it expands the ability to manage and diagnose systems.
140
 track my votes
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