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Warranty reminder - Online Warranty/Support Extension

Service and Support submitted by phubert Apr 23

O.K. comments?

Could Dell provide an _optional_ service to periodically check the remaining warranty on a system and warn perhaps 3 months prior to expiration? Then offer, as appropriate, a link to extend the warranty online?

This could be available for all levels of machines with any operating system.

Could it be offered as an icon that the USER could periodically check, rather than as a PROCESS (i.e. the user would have to manually run the process rather than having something run automatically at every bootup (which might be very infrequent, anyway, for servers!).

Other ways??? Are there other things that could be checked?
Could this be rolled into a product that checked for firmware and driver upgrades, for example? 10 Comments »

Start by improving tech support

Service and Support submitted by stultificare Apr 16

I have a laptop that won't POST. In my first online chat with Dell, the tech diagnosed it as bad memory. I knew this was wrong because the memory worked fine in another laptop and known good memory didn't help out my laptop.

So I got on chat again and the tech determines that it's a bad LCD panel. I tell the Dell tech that I think it's the mobo, but he says it's the LCD and dispatches an on-site tech with an LCD kit. If a new LCD fixes a laptop that won't POST, it'll be the first time in my years of tech support that that's been the case. I try chatting with another Dell tech, but none of them will send me a mobo until the LCD swap is tried.

The on-site tech shows up and the first thing I tell him is "I don't think this is going to work." He laughs and says that he saw the work order and doesn't think that this will work either. Sure enough, it doesn't.

So I hit up another Dell tech and finally get a motherboard and a technician dispatched. The next day the tech decides not to show up or call. I get on Dell chat but nobody can give me contact info for the tech. That's especially frustrating because while I don't like changing laptop motherboards, it's something that I can do and if I knew how to reach the tech, I could have gotten the part from him.

Around noon I let my Major Account Rep know that the tech hasn't gotten in touch with me. My Major Account Rep says he'll escalate the call. The net effect of the escalation does not result in a technician coming out that day. It does result in my Inside Account rep calling me at 5:30pm to open a ticket which then results in my getting an email a couple of hours later that the replacement part has been dispatched.

So I have a dead laptop and a part that's been dispatched. In other words, it's back to square one. I can't wait to see if the technician will show up tomorrow.

The especially good part is when I asked if there was a way that I could just ask for a part to be dispatched and I was directed to the Warranty Parts Direct site where I had the opportunity to pay money to become certified to to the job that Dell Tech Support should be doing.

Instead of trying to be all cutting edge, try improving the basics:
*Hire tech support personnel who can think and troubleshoot and have enough flexibility in their job to send out a new mobo even though the blinking lights indicate that it's an LCD problem.
*Keep a closer rein on the on-site techs so that they can be easily reached.
*Make an "escalation" of a trouble ticket actually mean something.

As an aside, I've tried Dell Gold Support and found it no better than regular support. I've also tried to get support on systems purchased with 4-hr same day support. I've never succeeded in getting same day service.

Here's a contrast: At my old job, we had a Lenovo laptop that kept failing. Someone finally complained to our sales rep who looked up the specs of the system, managed to find a laptop of nearly identical specs, and he drove it over to our office himself and swapped it for our flaky one. And that was a place where we only bought a few dozen Lenovos each year. Comment »

Cheaper Blu-Ray

Accessories (Keyboards, etc.) submitted by jim1027 Apr 16

Please offer a cheaper Blu-Ray drive option, that can compete with Sony's and Hp's and Toshiba's blu-ray drives.

Yes I realize you added the capability to write blu-rays but I don't think all of your customers need that, and would prefer if they had the option to buy a read only.
Promote if you feel the same way.... 1 Comment »

Order linux on Dell from any part of world

Linux, Laptops submitted by zigcatus Apr 11

Dell Can Australia have a Ubuntu OS Laptop

Why not let any one in any part of the world order ubuntu operating system on a Dell laptop we in Australia seem to be out of luck with no listing on the Australian Dell website that give us a linux OS link. Orders are made online I think we would wait the little bit more time if a ubuntu Dell laptop has to come from US or UK just get the power supply right for Australia that all, not that hard you think. And go for the Apple power plug it just a great idea smart and simple.

Allan 6 Comments »

Make Linux and no Operating system standard options on all future products

Operating Systems submitted by jervis961 08/17/07 **REVIEWED**

OK Dell you have committed to supplying Linux options in limited form. Since you have laid the groundwork already here is the next step. Every new product you release that needs an Operating system should have Linux and also no Operating System as an option in the configuration along side Windows. Since you have to write drivers and test compatability for Vista when making a new product just make it compatable with Linux at the same time. There will no longer be a need for a seperate sections for Linux or no Operating system since all of the products will have the option. this will help make your site easier to navigate for you customers. You can also create an ACCURATE help me choose section for the OS choices.





Check out what daniel_j has to say on the options we offer.





189 Comments »

Backlit Keyboards

Accessories (Keyboards, etc.), Sales Strategies, Desktops and Laptops submitted by rarmasu 02/21/07 **PARTIALLY IMPLEMENTED**

I find myself many, many times in dark or poorly lit environments having to guess the various keys - would be fantastic to have a backlit keyboard - with backlit individual keys as the best option.

I would actually pay extra for that convenience if the option was available.
This could be done for desktops or notebooks.


Check out Vida_K's comment below on the New Latitude.
300 Comments »

Make a calendar with all COMING SOON and IN PROGRESS ideas

Advertising and Marketing, IdeaStorm submitted by krasmussen 09/22/07 **REVIEWED**

One of the biggest annoyances with IdeaStorm is that the horizon for an idea being implemented is very blurry, if at all existing. If you're lucky, you get "third quarter 2009", but mostly, there is no timeframe at all. This leads to the feeling that not much is being done, and exactly that feeling is what IdeaStorm should be eliminating.

Therefore, I propose that you make a list or calender with all the COMING SOON and IN PROGRESS ideas with timeframes for all of them. Just a "december 2008" would be nice, or better yet, "deadline 31st november 2008".

I don't know if this is connected with some goal management inside Dell, if it is, maybe you should work on improving that, too?






Today, the best way to know the progress of an idea is through Ideas in Action, our Weekly Update or Dell comments in the thread.






19 Comments »

Stop Overcharging on Notebook RAM

Sales Strategies, Laptops submitted by realskript 08/28/07 **UNDER REVIEW**

Dell really... REALLY need to stop overcharging... and when i say overcharing... i mean atleast double what you would pay to pick up the ram yourself.
On XPS Notebooks... you are charging $500 for 4GB of ram... when you could easily go pick them up at your local computer shop for $250... and pocket the other half of the $500...

It would be nice if dell could save the customers as well as the company itself this hassle.. and start charging NORMAL prices for an upgrade in RAM.

thanks =D

PS..... PROMOTE THIS!!!!











88 Comments »

Standardize Power Cables for Laptops

Accessories (Keyboards, etc.), Laptops submitted by badblood 08/27/07 **UNDER REVIEW**

Nothing is more annoying than laptop power cables that are not interchangeable from one computer model to another or from one brand of computer to another. Power cables have been standardized on most electrical applicances, including desktop computers for decades.

Make an effort to promote and implement standard power cables for laptops.


Please see dawn_l's comments below.
105 Comments »

There should be an option of having no trialware on all computers

Software submitted by jervis961 08/23/07 **REVIEWED**

Here is a news article about trialware and how Dell feels that regular customers want it but small business ones do. Do they not look at the ideas here?

"Not interested in all of the trial software that clutters up new PCs? You're not alone: According to Dell's recent research in both focus groups and broader surveys, small-business users overwhelmingly view trialware as an irritant, not a benefit. That research has led Dell to axe the extras from its new Vostro line of small-business desktop PCs and laptops. Eliminating demo applications is a major step for Dell, which has caught flack for the quantity of trialware on its consumer PCs. (One frustrated customer went so far as to develop a "Decrapifier" utility. The company says that consumers who buy PCs for personal use do express interest in preloaded trial software, but that small-business users have different needs. By eliminating the trialware from Vostro machines, Dell says it has cut the system setup time in half. For now, Dell is the only major PC manufacturer to ship small-business systems without preinstalled trialware as a standard practice. (Some competitors, such as HP, allow customers to choose a no-trialware configuration.)"


Dell offers a broad amount of software choice and minimal software shipped. Read jeremy_f's post on the options we give our customers





149 Comments »

Same discounts available on Ubuntu and Windows

Linux, Operating Systems, Sales Strategies submitted by jonsmirl 06/12/07 **PARTIALLY IMPLEMENTED**

I'm ordering a Vista XPS 410 right now. I wanted a Ubuntu one but I'm going to throw away yet another copy of Windows. The Vista XPS 410 has $200 off today and free ship for a total of $869. The identical Ubuntu machine is $1019 plus $29.99 shipping. So today Ubuntu costs $170 more than Windows instead of $50 less. Why can't I have the same discounts on the Ubuntu machine? 50 Comments »

Increase the max nits(brightness) of TRUELIFE (glossy) LCD screens to compensate for glare.

Monitors and Displays submitted by benjesuit 07/02/07

Increase the 180nits of maximum brightness to at least 250nits to overcome the glare that is sometimes present when using TRUELIFE (glossy) LCD screens. Or offer LED backlighting (which tend to have higher nits that regular backlighting) as an option with TrueLife screens of all sizes. Comment »

Use magsafe power connectors

Laptops, Laptop Power submitted by badblood 05/20/07 **UNDER REVIEW**

MagSafe power connectors, by Apple, are magnetic power connectors that pull out harmlessly when the cord is tripped upon.



They are very cool and quite sensible.





103 Comments »

Give your customers a barebone system

Operating Systems, Sales Strategies, Software submitted by amjoe 06/27/07

A choice to just buy only the hardware and thats it... No OS, No softwares, No nothing Just the hardware would be the perfect dell PC out there!

(this need not be an option thats available up front) Comment »

Smaller rubber feet that don't fall off

Inspiron products submitted by jtrpop 07/02/07

The rubber feet on my Inspiron are big and get snagged when slipping into my computer bag. One has already fallen off. Make them slimmer and less prone to falling off. 24 Comments »

Always include all software and driver reinstallation discs for free (or at least let us get the option to)... don't make us pay extra

Software submitted by winoffice 05/01/07 **IMPLEMENTED**

Always include ALL software AND driver reinstallation discs for FREE (or at let us get the option do get the for free if we want as follows)...don't make us pay extra in case that we have a disaster and need to reinstall from scratch...!

No Discs Included (Included In Price)

All Discs Included (this means everything -- all software discs -- OS/Security software/etc., and all driver discs -- this means Windows or Linux drivers or both, whatever applies -- add $0)

Other options (OS disc only, all software discs only, driver discs only, etc. -- add $0)

For some computers, Dell does not include the reinstallation discs. Even if Dell offers them, Dell charges extra for us to get them. In fact, the only time I seen reinstallation discs being offered without charge were for Dell XPS desktops with the flashy lights -- that is, the Dell XPS 600, 700, and 710 systems, for those ware the only systems to offer operating system options like "Microsoft Windows XP Media Center WITH REINSTALLATION CD".

Also, most of the time when software reinstallation discs are not included, driver reinstallation discs (such as XPS flashy lights, as well as printers and monitors) are not included either. Therefore, don't just include the software reinstallation discs -- include as well the Windows/Linux drivers for the hardware (depending on the OS purchased with the computer, if any, which in turn depends on the user's preferences).

Besides, Microsoft as well as ALL software companies include the discs when you get the software seperately, so why can't Dell do the same when the software is preinstalled...?
Customers no longer have to pay extra for re-installation media.




89 Comments »

Downloadable, PDF format, full technical specs for all systems

Advertising and Marketing, Dell Web Site submitted by benjesuit 06/12/07 **REVIEWED**

Before I buy, I would like to have the options of downloading the full technical specifications of the system. Not just the brief specifications. Place a link under "tech specs" tab that allows you to view or download the full specification PDF file for those of us who care about and understand such things. This way everyone is satisfied.
We are looking to improve the specs pages by making them consistent across all product lines, provide more in-depth specifications and making them available in a printable format.





35 Comments »

Sell Linux PCs Worldwide - not only the United States

Linux, Sales Strategies, Desktops and Laptops submitted by ergo 05/02/07 **PARTIALLY IMPLEMENTED**

Dell has now decided to sell computers with Linux pre-installed. GREAT MOVE! But for the moment, it only concerns the US... Here outside the US, we can't wait to buy a pre-installed Linux Dell PC! Please sell Linux PCs worldwide!


Check out the details on Dell Linux systems worldwide!
524 Comments »

Move the call centre to a English speaking country

Service and Support submitted by matt_h1 07/03/07

Im sick of ringing support and getting people I can barely understand, who constantly misinterpret what you have asked, A number of big companies in Australia tried the offshore call centers and most went back to Australian ones due to customer backlash. 16 Comments »

Fix XPS M1710 Sound crackle problem! & Release new Quick set

XPS products submitted by harbir24_7 07/04/07

Fix this problem and release a new quick set! 1 Comment »