Price protection
Sales Strategies submitted by liquidfire
02/23/07
Offer price protection on your products at least 30 days. Dell can argue that computer systems change so fast that the product is never the same but for items like monitors and printers...come on... I was told to return the product, pay a restocking fee, buy the new product and save less than the restocking fee. This just doens't make sense.
270
The customer experience continues well past the product being delivered!
Service and Support submitted by powellmap
02/16/07
I have an issue I have been trying to get resolved since November and no one at Dell will help me! It actually involves Dell Financial Services but that should not matter. DFS turned an account I have with them over to a credit collection company and they have been hounding me since November. All the while when I log in to my account on DFS my account shows current and my payments are listed there. Calling DFS has done nothing, I have emailed everyone I know and nothing has happened. Meanwhile, I have a collection company threatening to ruin my credit over an account that is in good standing. So here is something for this site, which is nothing more than a marketing tool. Care for your customers! Care for them even after the product is delivered. If you do that they will come back, if you choose not to..the go to Apple or HP. Perhaps you should have the entire company read "Raving Fans" by Ken Blanchard. Wake up Michael Dell...your company is drowning.
384
Dell EV | Design and Sell an Electric Car
New Product Ideas submitted by dhart
02/21/07
Dell possesses the fundamental resources necessary to produce an electric car for the 21st century:
- Dell brand name and a global market
- direct sales infrastructure
- global supply-chain network
- manufacturing expertise
- electronics expertise
- customer service expertise
Of course, driver and passenger computer systems in a Dell EV would integrate smoothly with Dell PCs at home and in the office.
As a bonus, merely announcing development of a an electric car for mass production would send Dell's environmental credentials skyrocketing.
Dell is in a unique position to launch disruptive technology into the auto industry with an inexpensive and unprecedentedly mass-produced electric car. Partnering with an existing small automaker would be a rapid route to design, regulatory compliance and mass-production. An EV as a product should be considered as a top-end evolution of the consumer appliance or gadget rather than its commonplace treatment as a relic of the 19th century.
60
Service problems - Dell doesn't listen
Service and Support submitted by redblood
02/22/07
The hard drive crashed while the computer was under warranty. After two phone calls, and Dell insisting it was a software problem, we called in a service tech to repair the Dimension 8400. He said what we thought, the hard drive crashed and he called Dell. After (our repair guy) being on the phone for 45 minutes, while we were paying him by the hour, and arguing with the Dell tech rep, our repair guy demanded to speak to the Dell tech's supervisor, which he never got, but the Dell tech rep finally switched us over to a higher level tech who took about two minutes to diagnose the problem as a crashed hard drive, and had a replacement sent to us as it was under warranty.
The Dell tech rep kept telling me to insert the OS CD, but after four times, with nothing happening I insisted that was a waste of time. We spent over four hours on the phone with Dell, three phone calls, and had to pay a repair person for work that was covered by Dell's warranty. When I submitted my bill to Dell I received a reply that I should never have called a repair person, that was my responsibility (even though on the second phone call the Dell Rep told me to hire someone as software wasn't covered by warranty), and then the Dell e-mail went on to say how well trained the Dell tech reps were.
First, I tried to tell Dell that it was the hard drive, but as ususal they try to blame Microsoft software, and don't listen.
Then, Dell management tries to tell me how good their service reps are.
Dell still owes me for the repair that I paid for, which was covered by the warranty.
Problem in not in India, it is in Round Rock where Dell managers don't listen and won't admit that they made a mistake in outsourcing to people whose favorite english phrase is "it isn't our fault", and in Round Rock where the managers have a bad attitude.
This is our thrid and last Dell computer, never a Dell again (and Dell used tbe such a good company -- past tense) -- and I'm sure other's feel the same way. Remember Mr. Dell, word of mouth gets around.
220
24/7/365 quality
Service and Support, Laptops submitted by theantix
02/19/07
Years ago computers were something you only needed occasionally. If yours broke you'd do something else for a couple of weeks while it was in repair, no big deal. But that's not the case now... even a short time without my laptop means I'm unable to communicate with my friends, family, and co-workers. I can't write on my blog, I can't play games... to lose a computer even for a short time is a very big deal to me now.
This means that even as a non-wealthy consumer, I put a lot of priority in quality and durability. Lots of people on this site talk about customer support... not me. I want to pay more money to get a laptop that is less likely to break down and require me to deal with customer support in the first place. I want something that can withstand a little bit of abuse and keep on ticking so when the end of my three year warranty is up I'll buy another from the same manufacturer.
And if it does break, let me pop out my hard drive and get a replacement machine I can pop my hard drive into ASAP. I'll even pay more for a super warranty that enables this. This would give me confidence to know that I can rely on my hardware and not be stuck for weeks twiddling my thumbs like a moron. Please make me this computer and I'll buy Dell again.
167
Call center follow-up
Service and Support submitted by hourog
02/17/07
On Saturday, Feb 10, 2007 I had to call for service.
After being placed on hold for over an hour, even with a XPS expedited phone number, the prospect of providing feedback through the automated call survey center seemed a reasonable way to convey my displeasure to Dell, not only about the hold time but, also, the unreasonable script process used during the call.
Alas, the techs in India have figured out a way to thwart the survey. They refused to hang up and, when queried why I was not hanging up, they asked if I was holding for the survey. When I answered in the affirmative, they disconnected me.
Dell should, as standard operating procedure, use an email address as part of the service sign-in. This way, an automated survey could be emailed outside the control of the subject under review.
Until Dell is able to improve the terrible communications with the India call centers, you will see a further erosion of your customer base.
332
standardized power cords that work with all laptop models
Accessories (Keyboards, etc.), Laptops submitted by alcassi
02/25/07
It's frustrating that a power cord purchased for one Dell laptop won't work with a different Dell laptop. In the tangle of wires in our home office, it's easy to grab the wrong cord in the last minute rush to pack up for a business trip.
Also, in an emergency (one hour notice) I needed to buy a power cord for my Dell laptop for a four-hour presentation. It was a small town that only had a Radio Shack. They said the cord had tips to recharge every brand of computer except Dells, because Dell had made them take that tip out of the kit. The power cord would run my Dell laptop, but not recharge it.
Come on, one power cord for every Dell, please - standardized.
310
Replacement Battery Program
Service and Support submitted by john_saddington
02/19/07
Dell should provide a Replacement Battery Program that would enable portable customers to have a cheap and effective way of replacing batteries. The fact of the matter is that replacing batteries is not cheap. It's expensive. If there were an option, say, to pay a life-time fee for replacement batteries, that would be cool. Or a subscription program to cut the costs of new batteries. Anything to lower the cost for people who are using their computers for a long time!
743
Stop Chintzing Your Customers
Dell submitted by smith111
02/20/07
Dell has gone overboard in "cost cutting".
Examples are all over the place:
- Power cords on laptop adapters that are shorter than most of your competitors, making it necessary to bring an extension cord to use your machines.
- Standard features of competitors products like high contrast laptop screens are vastly overpriced options at Dell.
- Same can be said about stupid things like putting 533mhz memory as standard when the bus supports 667 mhz, and charging a whopping sum to 'upgrade' to this --- so much that it is cheaper for the customer to throw out the 'stock' 533 memory, and them replace the modules with mail order modules.
- Many of the machines lack enough things like ports, accessories like flash card readers, etc. built in when competitors all have that standard.
- Some of the shortcomings of Dell can be fixed after the fact (ie replace the memory), but many of them are built into the machine (like not having flash card readers or not enough ports)--- leading the user to curse every time they see it is a Dell.
- Inside Dell desktop and server machines, things like the caddy for a floppy, etc. or things like rails to mount extra hard drives, etc. are all deleted to save Dell a farthing.
Other examples:
proprietary power supply connectors that make Dell non standard for absolutely no reason except to make Dell motherboards and power supplies non-interchangeable.
proprietary laptop chargers that make it difficult to find a replacement adapter 'on the fly'.
If you are going to do this, why not go all the way and make your hard drives, memory, PCIe bus, and even keyboards proprietary????
What does all this proprietary nonsense mean when a customer on travel in Shanghai has to find a replacement power adapter (because his got lost), and cannot find a Dell mail order operation that can deliver one to him in less than 2 weeks? I know what that person probably did: they saw other people with Toshibas, HPs that can buy a replacement adapter from any aftermarket maker, and mentally made a note to not buy Dell next time.
Net result --- customers are super cautious to try their best to figure out how Dell has screwed them to save a fraction of a penny here or there.
Even the most cautious of customers will sometimes find things that Dell did that are very hard to figure until it is too late.
That often means side by side comparisons of Dell vs. competitors machines after it is delivered (as many of the 'economies' are not obvious until delivery or much later, like when you try to add a second Hard Drive and fine that the bracket or power plug is missing.
Specifications published do not tell the whole story, and customers are left to fend for themselves (like remember to order the 'optional' server rails).
Buying from Dell is about as nice an experience as buying a used car off a lot.
How about opening your eyes, and seeing what the competition is offering as 'standard', and then at least match them.
Then, how about adjusting the stupid pricing structure that clearly is intended to rip off customers who are wise enough to realize that the basic machine is crippled to give Dell a low ball price.
- Stop doing the equivalent of selling cars where the tires are optional.
The best Japanese brands, like Honda, have only 3 'trim' levels, and even the basic car is 'loaded' and more than usable and adequate.
I wonder if Michael Dell realize how his company has been ruined by 'cost' cutters.
259
No Offshoring
Service and Support submitted by khess
02/22/07
Michael Dell, do you want to breathe new life into your company? Stop Offshoring the support. There are plenty of small towns in Texas that would love the chance to provide that support for Dell.
Want some good PR? Do this and see what happens. Make Dell the leader in ONSHORING and Rural Sourcing.
It is funny that big companies are saying that they have to go to India to compete..HA! That is really not the case at all...nor is the excuse that there aren't enough technical grads...there is an easy solution to that too: Provide scholarships, endowments, and trusts to provide that education and jobs for Americans.
I won't buy a Dell product until your products are:
1. Made in the US
2. Supported in the US
Once our economy is destroyed with all this offshoring, who the hell is going to buy your products? Indians? Chinese? Russians?
If you want to conduct business over there...then relocate your company there as well. American companies should hire Americans or lose their tax advantages.
290
The secret is people.................
Dell submitted by stockerchanning
02/18/07
Treat your own employees better. Much better.
This is at the heart of most service issues. Many Dell people one has met complain of galley slave-like burnout conditions in a below-average, uninspiring, depressing environment.
Treating employees as fungible day labour has hurt Dell badly (classic mass manufacturing age mentality of bosses and worker bees). It leads to faceless, scared bureaucrats who just want to "yes" the boss and get home away from work.
What Dell needs is way above average performance.
Sullen, indifferent, fearful employees will never lead to even average results let alone home runs.
It's about time that Dell, as well as many other American companies figured this little nugget out. Trust the employees, don't punish failure, give them some slack, hold them accountable, give a little love and see Dell roar back to life :-)
Dell used to be an innovative, rebellious, cool, kick-ass company -- it can be once again.
However it won't be consultants that make the difference.
It won't be systems and processes.
It won't be outsourcing to Elbonia.
It'll be the oldest arrow in the quiver: Dell's own people.
The secret is people....................
329
Make Service reps speak better english
Service and Support submitted by henryat1140
02/20/07
I really was disappointed in Dell's customer service when I could not understand what the person was saying. YES, they were trying - that was evident - YES, it a technical meatter, and in many cases is complicated. Their Indian or Pakistani accent was so thick I just couldn't understand what they said.
On three or four calls it was embarrasing to me to have to ask the person to repeat themselves so often just because I couldn't understand their Indian or Pakistani (or whatever) accent.
I think to myself "you bought an Ameicna computer from a company in Texas, WHY do I have to listen to someone who doesn't speak in a manner they can be understood. "
Hire Americans for your customer service is my suggestion. That way at least the language barrier will be removed.
419
Make It Happen!
Service and Support, Desktops and Laptops submitted by goodthings2life
02/18/07
First of all, I want to add my support to the growing idea of "no crapware" setups. All I want is some awesome Dell Hardware bundled with an Operating System and a Drivers CD. That's it. No AOL, No Earthlink, No Adobe Acrobat from 3 years ago, etc etc. OS and Drivers. Period.
Second, I agree about bringing support staff back to America. There's a saying that you get what you pay for, and just because it's cheaper to outsource doesn't make it better.
Third, I agree about increasing the base RAM spec to 1GB... 512MB barely cuts it on XP, nevermind Vista.
Fourth, please please please start selling TabletPC models. Offer various display options with them... some with Intel graphics, some with Nvidia and/or ATI... some with widescreen, some without.
Thanks for listening!
Aaron
331
no runaround
Service and Support submitted by joeaguy
02/19/07
There should be one phone number, one email address, one online chat, that will always work for support regardless of who you are or your relationship with Dell. I don't want to hear "oh, you have to use this number, or this site". The central gateway should ask some basic questions about who I am, my account, my computer, and the nature of my problem, place it in a ticket, give me the ticket number, and send me to the right place the first time. The ticket should follow my call, or if I give it, everything about me should show up with no need to give it again.
I don't mind Dell having many different support numbers for different situations if calling one can get me faster service. But, calling the main number should get me service just as well, and with only one additional step.
I should be sent the right place the first time, every time. If not, the call should immediately escalate to a supervisor, so they can sort out why their employee messed up, and can get me on my way quickly.
Make people in the call center accountable, including supervisors, and if they perform well, pay them a bit better, so they have a reason to care. I don't care which country your tech support is in, if you make employees feel that they are a dime a dozen, they will have no reason to care about doing their jobs well.
276
Fixing Dell
Service and Support submitted by tweetannette
02/18/07
After being forced to deal with Dell's customer service due to several of our clients purchasing Dell desktops -- against our recommendations, is it any wonder Dell's market share has shrunk?
Dell's customer service is a nightmare. Every service call made on behalf of our clients has resulted in excess of at least 8 transfers. We were forced to try to understand people with thick accents, who haven't a clue how to turn a computer on, let alone fix one.
We encourage our clients to purchase HP and will continue to do so, until Dell brings their customer service department back to U.S. soil. When a consumer purchases a computer in the U.S. of A., they should be able to get service here in the U.S. of A. and not have to call India and be passed around to 15 other people.
Dell's sales will continue to fall and it has nothing to do with their product. It's the service stupid. It's the service.
272
 track my votes
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