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3868

Have Michael Dell try actually buying a PC using Dell.com

3868 points posted to Dell Web Site by onethumb 02/16/07

I think he'd quickly see that the customer experience could use a lot of work.

i_own_dell
02/16/07		 needs some improvement in some areas...specially the option should be added to select the add on applications installed on the computer
gcreese
02/17/07		 Or even better, have his relatives who aren't in high tech try to buy one. There are a lot of us in high tech who have to order PCs for relatives, serve as customer support, explain what things are for, because the web site is so unusable.
crooky
02/17/07		 Or... maybe try selling Michael Dell on dell.com to show him how hard it is to work the eStreets. When he has to sell his body to make rent, he'll learn the hard way where the kinks in the transaction pipeline are.
jervis961
02/19/07		 Crooky, you need to get some help. :->
aridog
02/19/07		 Can't agree here. When I have trouble with the on-line features, I request direct assistance via email and I have always gotten it. My last experience was with a Dell rep who waded through all the red tape, including financial (I have both a personal and a business acount...the bean counters get whacked up now and then over that) for me and managed to keep my temper abated. That young lady was the best over the phone rep I have ever dealth with anywhere, took my on line order and made it work. Period. Almost too good to be true, but it is true.

I've dealt with a lot of vendors, on line and face to face...Dell is a 9.9 on a 10 point scale so far.
likeitsimple
02/19/07		 It used to be so simple and easy to design and buy a computer online from Dell. Now it has gotten frustrating, complicated, and it seems the options you want are always being hidden somewhere else in a similar but different line. Go take a look at how Southwest Airlines sells tickets, and remember you used to be this good.
talkrabb
02/21/07		 He should try to find a email address on the German Dell site.
lilmisscrystal81
02/21/07		 I used to sell computers for Dell at one of their kiosks and really if you can read and count, its not hard at all to order a computer off Dell's website. Have you tried ordering a Sony or HP online? If you don't like having to push the continue button a million times, there is a blue link at the top of the menu that you can click and it'll give you a list option for building your PC so that you can skip through faster and push the continue button only a few times. They have it the way they have it so that you don't miss anything while building your PC. Anywho... complain on...
sid
02/23/07		 Agree that Michael Dell should regularly try buying systems from Dell.com to see what customers need to go thru. And then he should call customer service for tech support and experence that nightmare. Oh, and try buying a computer by calling sales that he already configured on-line to see how clueless his sales staff is to the offerings on Dell.com.
braska_boy-dev
02/23/07		 totally agree...just bought my third PC from Dell refurbished...took waaaaay to long to figure out the basket. hasn't this workflow been established pretty uniformally across the web? why do i need to add an address to an address book to have sep shipping and billing addresses? if i had a bit less patience i would have given up after i re-started my third time of filling out the order form. USABILITY KIDDOS.
phurst
02/26/07		 I agree, Nothing is more bothersome to the PC Buying experience than the "Call Back" to confirm your online order is from a country that can barely speak fluent english. There is Saving money on Call Centers and then there is losing money by using the wrong call center for the geographic location of your customers. Consider a North American Call Center for Sales Verification instead of a remote town in northern india
Completely frustrating near to the point I will go buy a HP
fyrefly
02/26/07		 i sometimes go and customize a computer to see how much it would cost and waht is available, its a good way of keeping up with the latest offerings, even if you have absolutely no intention of buying stuff, its fun.
jamie_nichols
02/27/07		 It's easy to pile on and say that Dell's website is a piece of garbage. The fact of the matter is that it has made the company billions of dollars. It has revolutionized what people expect when they buy a computer. Last i heard It accounts for over $50 million of sales daily.. It must not be all that bad.
ladybug
02/27/07		 I have to say that I configured my laptop and ordered it online and I never once had any problems.. I also did the same with my Dim, again without any problems.
applesinmybra
03/01/07		 Jamie:
I think Dell is successful DESPITE it's bad website, not because it's great. Just think how much MORE money Dell would make if the website was a great and easy user experience!
dlk2161
03/02/07		 better yet buy one and then try to get someone in support to understand a problem.
junyang18
03/04/07		 we're going to pilot our next generation cart/checkout application very soon. How about getting your guys a sneak preview? The site is kind of quiet lately. Really appreciate help from our customers
lindleyj
03/06/07		 I have bought from amazon, overstock, best buy webpage, and ebay, and dell as well. Out of all these huge web page order places, by far dell is the easiest and fastest ive ever dealt with. I would rate the dell webpage a 9 out of 10, it's excellent, please don't change it.
grinser
03/06/07		 German/Austrian Dell page is another bad example: Lack of options for better display resolutions at inspiron 6400 [i want 1680x1050] which was available in the past and is still available in the US, limited range of only low speed cpus - more choice was available in the past at the same model! That's really annoying. So please Michael Dell not only buy a Dell at the US site but also on the german and other sites.
jwilliamhunt
04/06/07		 I tried ordering a Dell. I have a few years in the computer industry I was frustrated at the process and called customer support. I asked her if she had ever tried going to the website and purchasing a computer. She told me "no". I told her, the rep, "Well when you successfully purchase a Dell computer with little or no problems e-mail me or call me back. I gave her all my contact information.

That was a month ago and still no response. I guess she needs a Sherpa to get to her new Dell.

Oh Yeah I forgot............... Linux, or no Linux but let me choose. I want to buy a Dell not increase Microsoft's profit margin.
tricky
04/07/07		 Funny Technical Support Questions
thejedimaster
04/24/07		 Sorry, but very single time i've spoken to a rep was just a great experience..I have no idea what all the commotion is all about..
I also had no propblem ordering a desktop for my dad, and the E1705..I won't vote, because there obviously is a problem noting the comments here...
akhale
05/02/07		 Buying a Dell online is rediculously easy.
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