Replace All Faulty Nvidia Laptop GPUs

Service and Support, Laptops submitted by thebittersea Jul 26 **REVIEWED**

Please replace all faulty Nvidia Laptop GPUs.
Instead of releasing half baked Bios update to constantly run our laptop funs and drain batter power, please own up to your mistakes and replace these faulty Laptop GPUs!

http://www.engadget.com/2008/07/26/dell-explains-nvidia-gpu-issues-throws-out...


Please see vida_k's comment
19 Comments »

When prices drop, just credit the difference!

Sales Strategies, Service and Support submitted by pmucha Aug 7

Yesterday, I bought a memory module. Today, I see there's an "instant" discount of $10.50. During a chat about why no instructions came with the module (hello!), I was told I could not get the discount credited back to me. I asked for a customer service number where one person said, yes, Dell has a 21-day price guarantee (great!) but the next person said the only way to get this was for Dell to ship a return package and ship the item back, then wait for Dell to ship it back to me again! Is this insane or what? Nothing "green" about this system -- wastes fuel, time and money. Being in the computer business, uh, wouldn't it make sense to just "electronically" credit my credit card? I even offered to accept a coupon or credit toward a future purchase. Make me suspect this system is design to avoid giving anyone the credit, since many of us need what order right away. 2 Comments »

Stop transfering or hanging up on tech support callers

Service and Support, Simplify IT submitted by jervis961 Aug 9

It seems that more and more people are having problems with Dell tech support transferring them all over the world or simply hanging up. Sure we have all read some post by a frustrated customer and thought they were exaggerating but this case is different. KETV in Omaha recently did a piece about a woman who tried to contact Dell tech support for a sticky keyboard during her warranty period. She was transferred overseas several times, hung up on and eventually had to take the computer to a repair shop.

http://www.ketv.com/news/17127523/detail.html?rss=oma&psp=news#

The repair shop tech contacted Dell as well and got the same treatment and during the process the screen died as well. Eventually (several days and hours on the phone later) Dell asked them to send in the computer for repair. When the computer was returned to the owner as "fixed" it was discovered that Dell had not fixed any of the issues.

Not only should Dell fix its support system but they need to help this lady out. 10 Comments »

More Updated Video Card Drivers

Accessories (Keyboards, etc.), Service and Support, Laptops submitted by kalparker Aug 7

Many of your laptops have ATI or NVIDIA video card drivers, but the only source to get drivers for them is through your site. You don't upgrade them anywhere near the schedule ATI and NVIDIA do for there desktop cards. It would be nice if you updated them more often or did something so that we can use the graphics card companies own drivers. There are bugs and performance issues in drivers that are fixed over time, and we dont have an option to get them. I mean if you buy a gaming machine like the xps laptops game manufactures encourage us to update your drivers, but the ones on your site are over a year old. Please find a solution so we can update the video card drivers more often to improve performance. 10 Comments »

Allowusers to register operating system changes with service tag

Dell Web Site, Service and Support submitted by ethana2 Aug 17

I bought an Ubuntu inspiron 1420n, so when I call for hardware support, the techs are already aware that I'm not running windows on it-- my sister, however, is running Ubuntu on a Latitude that came with XP. Sometimes, what you want just isn't available with Ubuntu and you have to go through the whole mail-in-windows-refund thing.

Users should be able to go onto dell.com and register their Dell machine operating system choice with their service tag to
--provide accurate statistics to Dell
--see that Dell support knows what operating system a user is actually on when contacted
--gauge demand for hardware support to prioritize drivers and such
--gauge popularity of models among users of different operating systems to prioritize ubuntu model releases 2 Comments »

batteries

Accessories (Keyboards, etc.), Service and Support, Laptops submitted by nd86 Aug 11

Two things regarding batteries. First, if batteries in the laptops are planned to run out to keep us consuming them, then you should have them in stock. Essentially you have been out of stock of insiron batteries all summer. 3rd party reseller was the only alternative.

More importantly, you must allow your sales rep to answer customers honeslty when they are asking questions about battery availability. Reps avoid the in-stock/out of stock question, and instead answer "sometime in the next 30 days it will ship". A direct company should answer directly. 2 Comments »

Faster BIOS updates

Service and Support, Software, XPS products submitted by qwik Aug 9

In the XPS 730 you ship an EVA 790 motherboard but you can't install EVGA BIOS updates. You have to wait for Dell to qualify a BIOS then we can install it. For XPS gamers, we need those BIOS updates faster. It takes you months to get a BIOS out and by the time it comes out EVGA is a few iterations in front of you. The BIOS updates help stablize overclocking, etc. Release these faster. Comment »

better customer service

Service and Support submitted by jcm337 Aug 12

You could streamline your customer service. I just had to talk to 7 people in order to find a tracking number to see when my package would get to me. Also, don't use the automated call system unless you follow up with an e-mail since you can't always write down a tracking number while driving in the car. Another idea would be to bring back your Canadian call center since they always worked through things smoothly. 1 Comment »

When calling tech support, Dell should TELL the customer which support center they're being directed to!

Service and Support submitted by phubert Aug 11

When I call IBM support and when I called Discover recently, I was FIRST told which center I was being directed to.

IBM is usually Atlanta. In this case I believe Discover was Utah.

Let us know up front! Others do it and are setting the better example! 16 Comments »

The easiest way for Dell to improve quality and customer satisfaction

Service and Support submitted by undead999 Aug 17

I just left a Dell outsourced technical support position so I have a lot of first hand experience on what Dell does right and where Dell can improve.

1. solicit feedback your front line representatives frequently including those at outsourced sites

2. Follow-up with reps after they leave employment on what dell is doing right and where dell or outsourcer can improve.

3. Encourage inbound reps to own a case until (technical or customer service) issue is resolved. This includes providing the customer with the reps email address and allowing outbound calls for follow up.

4. Call a small percentage of customers to follow-up on their experience after a sale, tech support, service or customer care call. Have a real person call, don’t use an automated system. 1 Comment »

National Call Centers [and other Service Improvement Ideas]

Service and Support submitted by henrieb 02/17/07 **UNDER REVIEW**

As a corporate customer I like Dell's products and my USA customer support. I have read the web about all the people that have had problems with Dell customer service and mine and others are not isolated incidences. If you want people to be loyal take a hint from the corporate sales and give Home users even a little customer support. My corporate help does not read scripts, they have the power to take ownership and fix the problem. Granted I do buy Gold support. If Dell thinks it saves money for bad support; I have personally talked 20 or 30 people out of buying a Dell.

* Addition: After reading several of the comments on this topic it appears that what we really want is someone in customer support that will listen to us, and hopefully help us. Culture and language barriers just make this harder. Maybe a better way to track customer performance would be to find out if they really helped someone and not how fast they can end the call. Dell management needs to start taking ownership of this problem. Maybe Dell management needs to start calling Dell support with fake problems and see it the system they created can help them, it sure does not work for us.


663 Comments »

Please answer the complaints you receive!

Service and Support, XPS products submitted by lola9 Aug 12

As a consumer it seems dell spends a lot of time talking about how valuable their customers are but little or no time actually doing it. I have had several issues with dells customer service and with the xps product i have and my complaints are simply not being answered. I know of several people who have had their complaints ignored. I personally will now be going through the small claims court in Ireland and the national consumer agency to get my legal entitlements of statutory rights that dell have denied me, something i would not have had to do if dell had bothered reading and replying to my complaint.

Customers usually understand faulty products can happen. How dell deals with these issues is what determines satisfaction or not. 8 Comments »

Have the nationality of the Support match the nationality of the customer

Service and Support submitted by laxboy10 Aug 17

Have US customers call the US. Have Canadian customers call Canada. Have French customers call France. Just like US Customers dont like calling India, people from India wouldn't like calling the US. 4 Comments »

Try to push Adobe to fix their Flash Player.

Linux, Service and Support, Desktops and Laptops submitted by linux-user Jul 25 **UNDER REVIEW**

I know it hasn't much to do with Dell, but Dell has been busy to improve drivers for Linux by working in cooperation with developers like Ati, so let's give this idea a try:

I'm using Ubuntu 8.04 on all of my PCs and my laptop and it's a great operating system, but there's one thing I hate: Adobe's slow development of their Flash-plugin for Linux. Some bugs are in their plugin for years now, but it looks like Adobe doesn't want to fix them.

Some examples:
1) Menu's dissapearing behind Flash-object. For an example go to the website of ASUS:
http://www.asus.com/index.aspx
Move the cursor to "Products" and see the menu dissapear behind the Flash-object.

2) Impossible to scroll when the cursor is on top of a Flash-object. When you move you're mouse to a Flash-object, you can't scroll. You first have to move your mouse away from the Flash-object to be able to scroll.

3) Transparancy won't work. When a Flash-object is using transparancy, you will see a white background, in stead of the underlying objects.

4) Sometimes Flash Player let's FireFox crash to the desktop. For example when watching videos at YouTube. After watching a couple of movies, FireFox crashes.

I've got these troubles on all of my PC's and my laptop, different versions of FireFox and different versions of Ubuntu. I hear a lot of people complaining about these problems, but it doesn't seem like Adobe wants to fix these problems. Maybe Dell can do something. I know it's not Dell's task to fix these problems, but they've worked with other developers to get better support for Linux and look at the big improvement Ati made in the last year (although I don't know how much Dell has to do with it).


Please see john_h's comment
7 Comments »

Stop adding DELL Customized Software

Service and Support, Software submitted by sirebral Aug 12

Dell Tech support spent a good long time (a couple hours I think) with me as we tried to find certain features of the DELL installed material.

ALL IS LOST???

Either stop spending work hours to customize my experience or provide those customized additions on backup CDs.

I had to download the Dell Dock, which no longer contained the Studio Hybrid specific icons, and I also lost a nice collection of wallpapers.

I paid for those, why can't I have them back? 1 Comment »

BIOS on SD Memory cards.

Service and Support, Desktops and Laptops submitted by aikiwolfie 2 days ago

SD memory card readers are available as standard on virtually all Dell desktops and laptops today. Currently updating the BIOS means you have to "flash" a chip on the system board. If it goes wrong your PC is dead. Period.

What I would like Dell to do is start using SD memory cards to hold the BIOS. This would make updating the BIOS easier and safer. It would also mean Dell could employ a universal method for BIOS updates in both Linux and Windows or any other OS Dell decides to offer.

Here's how the update process would work.

1. Customer downloads the new BIOS and saves it directly to and after market SD memory card.


2. The customer then shuts down the PC and swaps the memory cards.


3. Customer reboots the PC and carries on as normal.

Build customer CONFIDENCE through company INTEGRITY

Dell, Service and Support submitted by phubert Aug 12

How can a company build customer CONFIDENCE?

Through the INTEGRITY of its leadership shown in company POLICIES toward employees, suppliers and customers. 1 Comment »

Provide the choice of whether to have software and driver CDs shipped with equipment

Service and Support, Software submitted by bbrereton Aug 6

When ordering equipment from Dell, the consumer should be given the choice of whether they need the accompanying driver or software CDs, and manuals. I currently have multiple copies of Roxio, Cyperlink Power DVD, Dell Monitor, etc. I also get a Dell Computer and Monitor product guide with each machine. This is such a waste of paper and money. If Dell is striving to go "green" this would be one way of making a difference. In addition, I would like to ship Dell any unused CDs so they can re-deploy them, but according to my Dell representative there currently is no procedure in place to do so. 3 Comments »

XPS730 Tech support for overclocking Q9550 cpu's etc.

Service and Support submitted by desmithnc 3 days ago

"How to guide" for lightly overclocking the CPU with pictures of the bios showing the updated numbers... 1 Comment »

Offer Online Storage Service

Service and Support submitted by brokencrystal 2 days ago

Dell could offer an online storage service for their customers. This would be most beneficial to the upcoming Inspiron Mini customers due to the limited storage capacity of the SSHD. Asus is doing this for their EeePC customers.

http://www.liliputing.com/2008/08/asus-launches-online-storage-service-for-ee... 2 Comments »