IdeaStorm Storm Sessions

Idea List

Storm Session

Help us redesign our Support page for home users
By henri_c
Dec 12, 2009

As part of our effort to serve you better, we are redesigning our main support page for home users. Your input is crucial in designing a page that best meets your needs.

Please visit the Dell Support Home Page and review our current design. Then give us your ideas on what design improvements you would make and why.

Summary
By henri_c
Jan 16, 2010

Status: Archived
Ideas: 19

Duration: 12/12/09 - 01/16/10

Ideas submitted for Storm Session

Sort Ideas By: Top Ideas Recent Ideas Comments

370

Closed

This is really important? By gabiz_ro, Dec 16, 2009

Did you think at a simple question?
What is important for users?
A fancy, good looking and ergonomic support page filled with what?
-Some basic troubleshooting answers.
-link to product manual and drivers.
In my opinion could be even a black-wite page,ugly and so on,if I can find manual and drivers is enough for me and maybe for others.
Simply is the best.
Welcome page > why you are here? option:
-looking for drivers updates manual ? > enter model > go to product page (with real and precise information about hardware and supported hardware) here manuals,drivers etc
-hardware problems ? enter model >go to product information page is hardware compatible or supported if no that is end of story if yes then maybe some defective parts or malfunctioning go to online support problem can't be solved by a support page.
-software problems? here is a little dificult ,separate by operating systems and provide some troubleshooting information for major software
I think is better to direct your effort in other directions not for good looking webpage.
Like for example to improve and use at maxim our hardware.
Don't use some limitation or disable some feature,or improve others,that make us happy,and not a redesign of support page.
I come here to find a solution for some limitation of your notebooks.
Like missing hpet and sata ahci mode and thermal setting.
If that was available from begining or implemented in short time after launching product now I was just visiting download page to download some drivers and go away like a happy customer.
But those missing feature bring me there, make me complaining and make me feel unhappy.
So don't try to blind us with fancy support pages and offer us what we really need,let us use in best ways our hardware without limitation.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

270

Closed

Support Website - "Check for new Drivers" function By robgtx, Jan 4, 2010

The vast majority of the time, I utilize the Dell Support Website to access the latest device drivers for my system. Unfortunatly, the site keeps no records of what I have previously downloaded and installed, thus forcing me to check each an every option manually.

I would be ultra helpful to extend the functionality of the support website to offer a "Check for new Drivers" function. This could be a Flash or Java app (or even an EXE) that scans the current system's registry for all currently active devices, checks their driver version and compares this with Dell's latest device driver release.

Finally, after identifying all the possible updates, offer functionality to bundle all the updates together in 1 update to apply to the system with 1-click.

Further, Dell would do well to extend this service to check for device drivers provided by Dell as well as 3rd parties to keep us comming back to just one place.

There are services/websites that offer such functionality, the best of which is http://www.devicedoctor.com/.

Device Doctor

Comments: 3
Categories: Dell Web Site Service and Support

Status:Acknowledged

130

Closed

Choosing language as well as country By HerrKaputt, Dec 13, 2009

Not all people that live in a country are native speakers of that country's language. This is especially true in Europe. I work in Finland but have only basic knowledge of Finnish. This means that I cannot choose Finland as my location because I will not understand Dell's website.

Make it so that the website is available in many languages, irrespective of the location selected. At least English and some other major languages (Spanish, Chinese, etc) should be present.

Comments: 1
Categories: Dell Web Site Service and Support

Status:Acknowledged

110

Closed

Better filing system By srones, Dec 15, 2009

The seemingly random numbeing and lettering system of support downloads means that I either have to rename them individually on my own, or when I forget to rename them, I have to double-click each individual file to figure out what is in the package. It is not a major improvement, but it would be helpful for a lot of less tech-saavy users to have file names and version numbers structured more appropriately within the standard download areas. Again, I know that the average end-user could easily do this one their own, but it would be at least a small added convenience -especially for the layperson.

Comments: 1
Categories: Dell Web Site Service and Support

Status:Acknowledged

100

Closed

Your "Contact Us" heading is very small and not easy to find. I know, it IS there but its tiny size gives the impression that you do not really want anyone contacting you as they may be a nuisance.

Please make the Contact Us heading MUCH bigger and get it nearer the centre of the page where it can be seen easily.

Comments: 1
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Search by product model too By gabiz_ro, Dec 14, 2009

Dell download manager is not very useful,maybe can get replaced or removed.
Also you could add searching by model or paralel search by model or servicetag.
Is ok by service tag but in case of missing or not found service tag will be more easy.
At this time using touchpad to browse by model is a little annoying

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Integrate Better with Dell Forums and Recognise The Global Nature of Dell By aikiwolfie, Dec 16, 2009

The support page needs to be more closely integrated with Dell Forums. Which incidentally needs to be taylored for more than just the US market. Sometimes I get the impression Dell thinks it's support obligations stop at the US border.

Rather than posting a thread in Dell Forums informing us all of an extended warranty to cover a design falt. Post the notice in the help pages where people will be looking for it! Something i still feel quite bitter about.

I'm the proud owner of a dead W2600 and I didn't find the thread in Dell forums telling customers of the extended warranty to cover the "no power" issue until it was too late. When I did finally find the thread the Dell staff could only find me detail relevant to the US and not the UK. And £800+ LCD TV should last longer than 2 years and 6 months.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Dell Studio Technical Support Chat By mayhew132, Dec 21, 2009

Fix the issue with Studio systems appearing as "unsupported" by Dell Chat, they used to be supported but now Studio service tags are locked out.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Dell Support Homepage/Solution Station Redesign By abby, Dec 27, 2009

1. I'd like to see the "Drivers & Downloads" summary changed in the Get Started with Dell Support section. The other three boxes (i.e., Technical Support, Windows 7, and Order Status & Support) all give a short summary/explanation of why the user would want to click on the link. But the summary for Drivers & Downloads simply says, "I'm looking for drivers and downloads." But what if the customer is not computer savvy and doesn't know what drivers and downloads are, or which problems are solved through drivers and downloads? I think this summary assumes too much computer knowledge on the user's behalf. That's not to say summaries should be written in a condenscending tone, but this is something that could be more user-friendly. Is the user supposed to decide based on process of elimination? I'd like the summary to be cleared up--tell me why I want to click "Drivers & Downloads."

2. Why is "Drivers & Downloads" both a box and an option in the left-column menu? The left-column menu makes the site look busy. I think it should be a second-layer option--that is, after I've clicked one of the four boxes in the "Get Started with Dell Support" section, then all of these options should be available to me and grouped by section. Let the user "drill down"/create a click path to more options rather than present all of them upfront.

3. To go along with my previous comment, I think there should be a few additional boxes in the Get Started with Dell Support section. (Right now there are four.) Cut the options in the left-column (at least on the homepage)--if this is really where I'm supposed to "Get Started," why are most of the options on other parts of the homepage and not in the Get Started section? I really think these boxes need to lead to different support pages with relevant support articles for each topic.

4. Consider making a Solutions homepage which asks for the Service Tag upfront. Then the site would provide the user with customized, relevant results. Also, consider making a Solutions homepage which caters to each user's computer knowledge/familiarity. Let's say I'm using Dell's site because my computer isn't under warranty and I don't want to pay for an expensive service call, BUT I know little to nothing about computers. Shouldn't I have just as much ease finding the solution to my problem as someone who's been working with computers for years? Because if computer owners who know little to nothing about their machines don't want to troubleshoot on a Web site because (1) the site is hard to navigate, or (2) they don't understand computers, it's ultimately more expensive for an inexperienced user to own a computer than it is for someone who understands computers or has the know-how to search for answers.

5. I think the Top Solutions section (i.e., Hot Topics, Windows Support, Networking and Wireless Support, Printer and Monitor Support, Security/Virus/Spyware Support) needs to be absorbed into the Getting Started with Dell Support section. There are so many initial options on the homepage that it's overwhelming. Where do I begin? Furthermore, some of the sections overlap. For example, if I'm having a problem with Windows 7, how do I know if I should click the box in the Getting Started section rather than scroll down and select "Visit our Windows 7 Support Center" in the Windows Support/Top Solutions section?

Comments: 0
Categories: Service and Support

Status:Acknowledged

Closed

Solution Station design By dcraw999, Jan 7, 2010

Upper left side entitled "Support Options" (gray bar) with lots of topics and titles underneath going down the left-hand side of the page is visually disruptive. I'm torn between looking down that column versus the large icons under the "Get Started with Dell Support" section. My eyes are going all over the page....too much information in random places. You should be guiding the viewer down the page vertically without all of the sidebars. So I would suggest that you get rid of the left-hand side "Support Options" column. If for some reason you keep that format, you should at the very least alphabetize the order - you've got "drivers and downloads" then "product support" then "support by topic" then you jump back up the alphabet to "order support" then "warranty information" and back up the alphabet to "premium services" and then "contact us". That's crazy. Alphabetize. You should also alphabetize everything underneath your other section headings like "top solutions" - where you go from hot topics to windows support and then jump back up to networking. Your section headings should also be alphabetized. Everything is currently out of order and very very confusing.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Baselining Drivers and Software by Date By hyd12, Dec 29, 2009

Allow me to baseline the dates of the available drivers. Then upon logging in to the support page, show me any new updates which have a newer date than the baseline dates. This way I don't have to keep track of what I have and which is newer.

Other option is to include a notification service where I can choose to notify when new drivers, BIOS etc are available.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Replace "Windows 7" Button with "Software" By paperpilot, Dec 29, 2009

There is a large button on the support home page for Windows 7 while other versions of Windows are relegated to the left hand selection list. Windows 7 might be new to DELL purchasers, but it is hardly a unique software package. There is a DELL Ubuntu support page on the web site, but you can only get to it through the page for purchasing computers with Ubuntu.

One can say, "DELL does not support Ubuntu, Conical offers Ubuntu support." That is true as far as it goes, but if I want support for my Windows Dell, I don't depend on DELL but go to the Microsoft site. For free support, DELL can provide the same level to all software packages DELL provides.

At the end of the DELL software support tree, DELL should provide links to the software providers' support pages, be it Microsoft or Ubuntu.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Support page suggestions By Skip, Dec 29, 2009

To 'piggy back' with what others are stating, avoid superfluous graphics of people hapily and joyously using their Dell computer, make the page as simple as possible, or have a link to a very simplified 'low bandwidth' page.

I have seen some customer support pages that try to incloude advertising and/or video. PLEASE DON'T LET THE GOOBERS IN MARKETING DO THIS! If you were having a problem with a new car and went to the dealer for service, would you want the mechanic to refer you to the sales department so you could buy another car, just when you were starting to regret buying the first one?

Comments: 1
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Simplify the Dell support home page By jervis961, Dec 13, 2009

To begin with Dell wastes valuable space with huge borders, large icons and too much wording. Here's a shot of what is taking up about 70% of the viewable space without scrolling.

User-added image

1. The Dell banner at the top of every page is too large and takes up about 15% of the screen. Shrink the main Dell Banner by taking out some of the dead space.

2. There is no need for the bold titles above the icons since the wording underneath explains it, remove them and save some space.

3. Shrink the border around the icons as well since it isn't needed.

4. Above the icons you have a whole live taken up by "Support station by Dell". Are you afraid that people will forget they are on a Dell site when you still have that HUGE Dell banner taking up about 15% of the page ? Change the phrase to "Support Station" and then you will have room to move the Icons up and save more space.

5. There are way too many options on the left side of the page which makes everything look cluttered. Turn it into a collapsable list under each title to clean things up a bit.

Doing this will allow some of the other options to move up the page and become visible without scrolling. After you fix that I can give you some feedback to clean up the bottom half of the page.

Comments: 12
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Order Status: Find by more than one # By cnovak, Jan 2, 2010

Issue #1: Most of the time I go to your support page, I am looking for either support for a system I have or a system I just bought. The first thing on your site I see is a box giving me 4 options: Drivers & Downloads, Tech Support, Windows 7, and Order Status and Support. Why not instead show me a list of any dell systems I own and a list of any dell orders I have made?  Then I could click on any of those owned systems or orders to get more information for it. For example, if I was looking for tech support, I would see my system immediately, click on it, and be able to get info, drivers, etc. about that system.   If I was looking for help on a order I made, I would click on the order and get info. One click is better than two, and "don't make me think" by picking options. Just show me a pic/description of my computers I own so I can click on it for help! The site seems backwards. If I want to check the order status of an order I made, I have to click on "order status and support", then click "My order status" button. The orders I have outstanding should be displayed on the front page as a list with a "can't find your order" and "view all orders" button below it. Then if I wanted to report an error or issue with my order, I could just click the "Report error" or "return item" button next to that list item.

Issue #2: On the order status page, if nothing shows up, you can search for other orders using a link on the bottom of the page. I no longer see that link since I have one order showing up. However, I have two orders out right now, and only one is showing up. Why not always show that link?

Issue #3 When trying to find a "missing order", the dialog box comes up and asks you for your purchase ID and your customer number. If I don't know all this info, let me search for that also.

Issue #4: For some reason when I log into Dell, it now says "Hello Customer" instead of "Hello Chris" like it used to.  Not a major issue, but it makes me as a customer a bit nervous of your website. I also tried to go in and change my "name", and I could not find anywhere on the site to do this. I asked someone this question when I was on the phone w/your support, and they said that happens sometimes.

Comments: 1
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

Hmmmm By matchbox2022, Jan 14, 2010

Dell would be better off actually updating the bios of the m1710.
Frankly the inspiron got an update to save from cooking video cards with a new thermal table from nvidia, this should be even MORE pertinent for m1710 owners. It's not that hard or time consuming to save a LOT of money on new systems and videocards don't you think?

The website is perfectly fine, they should invest more resources into helping their customers with issues that have been a constant plague instead of leaving us in the dust and moving forward with anyone new they happen to get.

Comments: 0
Categories: Dell Web Site Service and Support

Status:Acknowledged

Closed

more graphics more on repair time By sanjith, Dec 27, 2009

I have two suggestions
Provide image based input. For instance Display a laptop image . If I have a problem in the dvd drive ,I just click on the dvd drive on the laptop image. This would open image/text based sub menus. The problems and solutions would also be in this formant.Also provide with a short video solution to the problem.

Provide with an estimated time it takes to solve a particular problem using the online solution. This way the user can plan to work on it

Comments: 0
Categories: Service and Support

Status:Acknowledged

-20

Closed

Please don't REQUIRE a service tag By jeffbx, Jan 7, 2010

It's useful to use a service tag to identify a system, but as someone who supports hundreds of machines, a lot of the time I only know the model of a machine, and not a particular service tag. So please make that optional, in addition to the ability to look up a machine by model. I've seen a couple of places on the support page where you must enter the service tag to go forward, and it's quite inconvenient.

Comments: 3
Categories: Dell Web Site Service and Support

Status:Acknowledged

-50

Closed

Laptop without onboard Processor and Hard disk By VORTEX, Jan 7, 2010

How about a laptop which is only a touch screen LCD unit with on board battery and a Wi-Fi system.

Most of laptops are used in offices which mau have a server class machines, so why dont we use single server to server a lot of laptops .

The concept is that Laptop should consist of only a touch screen LCD which can be used as on screen keyboard, no need of mouse as pointing can be done by figers, it should have a Wi-fi link which comunicates with is parent SERVER and laptop screen is just an input and output device.

ADVANTAGES:
Much longer battery life
Much low cost machines
Energy efficient
better protection of hardware
light weight
better performace.

What do u think people ?

Comments: 1
Categories: Laptops

Status:Acknowledged

< Previous1Next > Page 1 of 1

Login to IdeaStorm

Don't have an IdeaStorm account?
Register Now.

Forgot Password?

Your Ideas in Action

IdeaStorm Recap - 1/22/2010

Introducing Storm Sessions

The Dell Community has:

Contributed 14,534 ideas
Promoted 729,485 times
Posted 89,940 comments

Dell has:

Implemented 420 ideas

New Ideas @IdeaStorm
Ideas in Action @IdeaStormAction

About IdeaStorm

Top Idea Makers

View the Top 20 list

Ideas submitted for Storm Session

Login to IdeaStorm

Your Ideas in Action

Introducing Storm Sessions

Voting on this idea has closed.

Feel free to leave a comment.

Shop

Participate

Support

About Dell

My Account

Ideas submitted for Storm Session

Login to IdeaStorm

Your Ideas in Action

Introducing Storm Sessions

Active Sessions

Most Recent Archived Sessions

Voting on this idea has closed.

Feel free to leave a comment.

Shop

Participate

Support

About Dell

My Account