give the origianl CD of the OS and not an ISO

Accessories (Keyboards, etc.), Service and Support submitted by siger May 19

when there is a problem with the Master Boot Record the ISO can't repair it and we have to go to a reparation company.

Please give us the original disc and not an ISO. IT Is more expensive but , more satisfaction for the customer. 9 Comments »

Add more staff to the Linux development team.

Linux, Service and Support submitted by aikiwolfie Jun 25

The Linux guys at Dell do a great job. But there just aren't enough of them to meet our impatient demands. Please take on a few extra bodies with Linux programing credentials to speed things up! 2 Comments »

Downloads/Drivers - Option to Sort by Date

Dell Web Site, Service and Support submitted by alfredska Jul 2

When using the support website to download updated drivers and applications for our Dell computers, we are only offered alphabetical sorting by category, then product description. It is time consuming to browse all of the categories. Implement a "Sort by date" option, so we can quickly see if one of our devices has received attention recently. Comment »

Work Back to the States

Service and Support submitted by meand3ts Jun 30

I have been very upset trying to get help with my Dell product. I could not understand the person and they could not understand what I was saying. So why don't you use Housewifes who don't work or Househusbands. A lot of people don't have jobs that know how to work on computers. So, instead of paying them a salary pay them on each job they do. You don't have a hourly salary, no benefits to pay, and they will have someone here in the US. Now if it is something they can't handle then they pass it on to someone that can. That person don't have to be staff but someone that knows computers. You can also offer classes to those that want more training. I am sure your complaints will go down. To make sure they have solved the problem you send a survey to the customer. 2 Comments »

checklist/packing list with every system

Service and Support, Desktops and Laptops submitted by undead999 Jun 29

Include and easy to read packing list with every system that lists all included hardware and software. Place this in top tray of the pc box, Dell could add check boxes so buyers could check off everything as they unpack their system. Include infromation about checking hardware from the device manager. this will aid in assuring buyers get all hardware and software they paid for, if something is missing buyers can contact dell before the 14 day cutoff time to report somethng is missing,

I have ordered laptops with missing wireless cards in the past but never checked as my office didnt use wifi. After adding wifi we discovered many of our systems didnt have wifi cards that we paid for. 1 Comment »

Reduce call wait times for XPS Support

Service and Support, XPS products submitted by reptile_abhi Jul 1

Please reduce call wait times for XPS users since all worldwide calls are routed to Malaysia.

Perhaps you could create an alternate center and/or add more staff?

Current call wait times from India (Delhi) are 60 mins+ on 5 repeated attempts over a period of a week 1 Comment »

Make Physical Manuals An Option

Environment, Service and Support submitted by joyscant1980 Jun 25

This is not my idea, it was mentioned by roguent in "No more plastic wrap, please" on June 12. Where I disagree with the idea of no manuals, I do agree that if you do not want to receive the physical manual, you should not have to.

I honestly would love to have a manual that I can hold in my hand because if I can't get onto the internet to use the website, I will still be able to access the manual. But I know I am not like everyone so make it an option to forego the manuals or even choose the type of manual you want, if you want the physical manual or do you want it as a .pdf document on your desktop.

If you are going to have the option to forego the manuals, have receiving the manuals as the default and have the customer deselect it so to avoid persons not getting the manual when they wanted it. Comment »

No Tracking on Hardware?!?

Service and Support, Desktops and Laptops submitted by jpwolf777 Jun 30

Quick story:
My hard drive was malfunctioning shortly after purchasing a Dell notebook. I spent all that money on the notebook, and something went wrong. Within no time, I contacted Dell to get the issue resolved. I am under warranty as well, so there should be no problem right? Wrong. They sent me a refurbished hard drive. Now here's the problem: Why am I not entitled to a new hard drive? (not refurbished!)

Problem:
The issue is Dell does not track their hardware. They cannot tell me the history of the product, but can only assure me that all their products are tested. Considering my history and problems with Dell products, and the recent fact that my notebook's hard drive started malfunctioning shortly after receiving it, you could see my lack of faith.

They won't send me a new one, because after they buy it from the manufacturer, they have to test it first, and then are obligated to label it refurbished, where there is an issue.

I would have no problem receiving that new hard drive, but Dell can't tell me whether it was that brand new one because again, they don't track hardware.

For the record my case is still in limbo because of this, and this is a very important matter worth looking into. Hopefully I can get some support for this matter, or that someone will take notice so that my issue can be solved, and also provide a resolution to those future customers, or anyone else having the same problem.

Thanks. 13 Comments »

Sales Chat Staff Should be Informed of Product Launches

Sales Strategies, Service and Support submitted by slateslate Jun 18

I asked a "live sales chat person/avatar" when the Latitude E-Series would be released.

Sales Chat Person didn't know and stated that the sales chat staff don't have that information.

Given that the E-series should be released in the next couple of months, someone should inform the sales chat staff of the approximate date of the release.

As an aside, the E-series looks extremely great. Finally something that gives the Thinkpad a run for its money.

Please don't let the initial batch suffer quality control problems like the M1330 and Inspiron 1420/1520 releases. 2 Comments »

Warn Buyers Dell Laptops Must Use Dell Charger

Service and Support, Laptop Power submitted by gear Jun 9

Dell laptops use a charger that has a built in "chip".

If you try to use a non-Dell Charger, it will only power the machine, but will not charge the battery.

So if you are traveling and lose your adapter or it failed, you have to get one from DELL.

The only problem is, DELL typically take days to weeks to ship a new adapter to you if you are in the USA, and if you are outside, much longer if it is available at all.

So a bad / lost Adapter means your DELL Laptop just became a paperweight. One too expensive to be thrown out.

The only non-Dell adapter that works is the Kensington brand adapter, but that is only distributed at Circuit City in the US, and even these ones may not come with the "tip" needed to work with a DELL.

DELL is the only major manufacturer to actively prevent people from using non-Dell adapters in their notebooks.

Apparently DELL hasn't figured out that people travel and may not be able to wait in one place for a while for a spare adapter to be sent to them from DELL.

Want some real fun? Try to get a spare Dell adapter in a mid sized city in China.... 2 Comments »

Train your tech support team about what featurs your BIOS's support.

Service and Support submitted by jmxz Jun 26

Quoting a comment in under a different idea:

I just purchased an XPS M1530... The laptop came wih bios A07 installed. I installed [tried Oracle VM, but the BIOS didn't support the CPU's virtualization feature]. I upgraded to A08. ... I just want t encourage Dell to provide virtualization and mark it's availability clearly. Neither Dell support or the Best Buy Geek Squad could tell me anything about what the bios supported.

C'mon. Tech Support should be able to answer such questions. If a Dell customer who bought one of your XPS's can't answer questions like that, where do you expect them to turn? (my guess: Apple) 1 Comment »

Venezuelans should pay for Dell products in their own currency

Service and Support submitted by rafaelrojasc Jul 1

I just bought a Dell laptop and everyone tells me how nice it looks like and they love the price. However, they can't buy it because the Venezuelan government has imposed a policy regarding a $400 cap on electronic purchases made with a credit card per year.

Why Dell hasn't set up a Venezuelan unit with a website that should accept purchases in our local currency is beyond me, and I know you're losing a lot of sales because of this simple fact.

I'm bringing this one up just to see how far it goes. 1 Comment »

Delivery Time - Please Reduce.

Service and Support submitted by pablohs Jun 13

I love the fact that with Dell I can customize my pc or laptop and get exactly what I want. When I do customize and pick what I want, I have no problem to wait for my unit. However, today as an experiment I pick a laptop and DID NOT CUSTOMIZE anything and just click on BUY NOW. The estimated shipping time was July 18 2008 – I think this is crazy – if I am buying a unit that you are showing in the website as your standard, I should be able to get it next week not in 5 weeks. Also consider the fact that I am paying you TODAY and you are not delivering the product for another 5 weeks. That is a loan to DELL with no interest, and DELL is not giving me a discount for waiting either. Any comments? 10 Comments »

alternate shipping choices

Service and Support submitted by ahronich Jun 17

how about offering an alternate choice for shipping to places not serviced by dhl? we order parts, they are shipped bydhl, 220 miles from here, they a re sent by united states postal service, to return, i have to pay postage or drive 70 miles to get the picked up by dhl. Comment »

security code

New Product Ideas, Service and Support submitted by tbone22 Jun 30

All banks should go to a system that allows a customer if being robbed and forced to withdraw money from an account by ATM, the ability of putting in some kind of sub code that would immediately tip officials of the situation and turn the system into an asset in solving the crime. Give money with tracking chips or traceable strips to lead to finding those responsible. 8 Comments »

Expand Dell TechKnow 2.0 to Other Countries

Dell Community, Service and Support, Simplify IT submitted by aikiwolfie Jun 28

While browsing around Dell.com I found a video on Dell TechKnow 2.0. I think this is an excellent idea that should be expanded around the globe. Here in the UK there has been a lot of debate about the dumbing down of IT skills.

Like the US we also have problems in our class rooms a program like this could help with in similar ways as it has in the US. I think it's a great idea to identify things that people can do rather than make them feel bad about things they can't do.

Dell really deserves a round of applause for this program and should do a lot more to expand and promote it. Well done Dell! Comment »

Fix links on support pages to actually go somewhere.

Dell Web Site, Service and Support submitted by bertphu Jun 27

How about fixing this web page to the links in it work?

http://support.dell.com/support/edocs/systems/opgx110/ens/index.htm

Link Text Comment »

Portable CD fixer

Accessories (Keyboards, etc.), Service and Support, Software submitted by tammylhoward Jun 30

This would fix and clean your movies and music CDS. When you are tried of putting tooth paste on your CDs to fill in the cracks, just put them in the CD fixer. 11 Comments »

Notify Customer BEFORE Cancelling Orders

Service and Support submitted by n4aof Jun 6

When Dell decides that they aren't interested in filling a customer's confirmed order it would be nice if Dell would bother notifying the customer (preferably before cancelling the order, but certainly at least immediately afterward). 2 Comments »

Only supported stuff on linux laptops/desktops

Linux, Service and Support, Desktops and Laptops submitted by alexanthony May 28

I just tried to customise an ubuntu laptop (UK site) and saw that I could add a printer which I am unsure if it supports linux (says Windows 98/XP/Vista). It can't be too hard to make it clear whether or not this printer is supported, and if not, it shouldn't be advertised when customising an ubuntu system.

I also discovered that I could buy Norton Internet Security for it. Does a linux version really exist? No. Should I be able to buy it as part of a linux system? No.

Someone could get really confused when they try to use "supported" accessories and software then realise that they're not... 10 Comments »