Give Dell a Piece of Your Mind
Wed Feb 21, 2007 3:05AM EST
See Comments (45)
Kudos to Dell for this intriguing new experiment: Dell IdeaStorm, asking consumers for ideas about what they want to see in Dell products, then throwing those comments open for voting by other Dell users (and potential customers).
The idea is simple: Using a very Digg-like interface, anyone can leave a comment about what they want from Dell ("Lime green laptops now!"), then people who agree with you can vote for your story by clicking the "promote" button. Give it a spin and you'll catch on quickly. You won't be able to comment unless you create an account, but anyone can read the ideas on display and even vote on them.
To date (and IdeaStorm just launched late last week) there are over 1,000 ideas on the site. Many are duplicates, but some interesting fodder has risen to the top through the voting system. In rough order, here's what Dell users want:
- Linux (and other open source offerings), either as a standalone option or dual-booting with Windows.
- Nothing. Dell is famous for its crapware-loaded machines. How about offering a "clean" installation? (In fairness, this is already an option on some Dell machines, but you may have to call to get it.)
- More RAM. I have to agree that 512MB is pitiful for today's memory-hungry operating systems. Stepping the default up to 1GB makes sense in 2007.
- Ending overseas tech support. You know why.
- Webcams on laptops.
- Go green. A call for environmentalism, which Dell has already shown a commitment to.
- Quieter PCs. Frankly I'm impressed by how quiet current machines are, but I know there's always room for improvement.
- Put microphones back on laptops. In the era of Skype, this is a no-brainer. I have a microphone port on my Dell laptop... but does Dell think I tote around a mic with me all the time for the occasional audio need? This is a 10 cent addition, max.
Like I said, fun stuff (and some great ideas), but it really opens the door for Dell to start listening to its customers in a major, unprecedented way. I'd love to see other companies follow suit, but for now, chalk up a point for Dell. Now let's see Dell follow through with some of these suggestions...
Comments on Give Dell a Piece of Your Mind
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2 Posted by shutrbug@sbcglobal.net on Thu Sep 3, 2009 9:21PM EDT Report Abuse
More RAM. I agree with that. The Dell machines, at least the ones that I look at, are always marginal in terms of configuration (HDD, RAM, etc.) and then they gouge you on the upgrades. I wouldn't be afraid to crack the case and add RAM, etc., but most people are and it's a shame the way Dell rips average computer users off on the upgrades.
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3 Posted by mikedgolf40505 on Thu Sep 3, 2009 7:19PM EDT Report Abuse
I think any company that would keep "ALL" of it's phone support over here or in the same country of origin, would have a huge selling point and reap the financial rewards of such a move.
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4 Posted by larmo33 on Thu Sep 3, 2009 4:56PM EDT Report Abuse
I have two Dell flat screen monitors, and I love them. I will continue to purchase Dell monitors if their competition doesn't offer a better product and price. I will never buy a Dell computer if they continue to use overseas customer service agents. I had a few minor questions regarding one of the Dell monitors I had purchased and was extremely frustrated talking to their service reps. I can only imagine the agony that I would experience if I had to contact them about serious computer problems. I have purchased three Gateway computers within ten years, and have been extremely happy with their support staff. When I call Gateway, they can immediately call up my purchase and service history. Their assistance is always professional and even friendly. Too bad they don't have a bigger share of the computer market. Finally, I don't know anyone that has been happy with Dell's customer support staff.
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5 Posted by jackbirdhouse@sbcglobal.net on Thu Sep 3, 2009 4:26PM EDT Report Abuse
Tech support or customer service is terrible. It takes hours to resolve issues. We cringe whenever we have problems, because no one wants to get on the phone.
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6 Posted by juanrod2625@sbcglobal.net on Thu Sep 3, 2009 4:43PM EDT Report Abuse
It is too bad that most companies outsource their tech support overseas. I had a problem with SBC:Yahoo. I was surprised to hear a distinctly not American voice offering to help me resolve my problem. I was mildly surprised that the individual was actually able to help me. One happy moment. On the other hand dealing with Symantec's overseas tech support was a totally negative experience. It ended up that I gave up on getting any help from Symantec's tech support. We could have been in two completely different universes trying to communicate with a string and two cans. My question was, "Why won't this particular module work the way it says in the Manual on disk it should." Response, "Yes it is a very sunny day. I believe it will rain tomorrow, however." I would rephrase the question. Response. "Occasionally planes do fly too close to mountains." Finally i give up and resolve never to buy another product from Symantec. Not before I have spent nearly 1.5 hours finding out that I am not going to get any tech support worth the time spent finding out that I am not going to get any tech support. It is partly our own fault for wanting living wages that will actually allow us to live on what we earn. Outsourcing allows lower wages be paid to people who can live on lower wages. We can turn our personal information over to convicts and learn to live with invasions of our privacy and identity theft or outsource.
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7 Posted by liberty45 on Thu Sep 3, 2009 6:50PM EDT Report Abuse
I've purchased several Dell products and I'm currently using 2 of them. I've been terribly disappointed with the support and will not be purchasing any more Dell products regardless of price and quality. "Dude, you're getting a Delhi!" Dennis Hall TLA Communications, LLC Denver, CO
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8 Posted by dixie_mom25 on Thu Sep 3, 2009 3:44PM EDT Report Abuse
Please get rid of overseas tech support, keep it in the country where the computer is being used (like USA for the USA) I would really like to speak with a technician that I can understand. It would also help to get simple (ie..easy to understand terms)answers to questions. I am not very computer savy and hate having to ask for so many things to be explained. Why not just assume that we don't know(the main reason we asked for help in the first place) and keep the answers as simple as possible. I would like my next computer to have more RAM instead of more hard drive space. It would really be great to be able to choose the exact software that is initally installed on a new computer, I don't use a lot of the programs on my computer but am afraid to uninstall them. I also think that if a company wants my business when I decide to buy my next computer it will have to offer me free tech support and reliable customer service.
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9 Posted by cmwhalen2001 on Thu Sep 3, 2009 3:27PM EDT Report Abuse
I just spent $1,500 for a Dell Inspiron E1705 laptop. They advertise in the paper this laptop costs $599.00 but that is very misleading. It doesn't include Virus Scan, word processing, warranty and a bunch of other stuff you must have to really have a decent computer. OK, I went ahead and bought it anyway, although it wound up costing me TWICE the advertised price! As soon as I opened it out of the box it was a dud defective lemon. I've only had it 3 weeks, but had to call Tech Support 16 times! Their Tech Support is 100% Call Centers in India and although those folks "technicall" speak English they are unable to communicate and do tech support - they just read from a script. My email freezed up constantly, my laptop would not connect to my printer, my word processing froze up and the laptop is basically JUNK CRAP. Dell ad says "30 days return" policy. I only had it 21 days but Dell tried to force me to be stuck with it - and exchange for another. I was fed up with Dell mostly due to awful Tech Support from India Call Center - and didn't want to get stuck with another of their computers. I had to spend one hour on the phone with their billing office in Oregon to force them to take the computer back and credit my account! This is fraudulent advertising to say they give you 30 days to try the computer out, but really after 21 days is the deadline. The sales rep on the phone did not tell me 21 days - he said 30 days. There was no notice in the box that I only had 21 days to return it - nor was there any mention of 21 days in the confirmation e-mail I got right after I ordered the laptop from their 800 #. I don't think Dell is an ethical company, their Tech Support stinks on ice and they sent me a highly defective dud lemon laptop that should have never made it past factory quality control. I cannot recommend them. This is the WORST computer I ever owned. About 7 years ago I bought a Dell PC - and it was also defective junk straight out of the box. I think they are as crappy quality as Compaq computers. Get a HP or a Gateway computer - but not a Dell or Compaq! Buyer beware - Caveat Emptor!
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10 Posted by simply_bohemian on Thu Sep 3, 2009 9:23PM EDT Report Abuse
Bought a Dell 3 years ago, it came defective, I sent it back to them for repairs 5 times. The problem was never fixed. I let anyone and everyone know to this day I will NEVER buy a Dell again. Fool me once shame on you, fool me twice; shame on me.
1 Posted by tmollie2002 on Thu Sep 3, 2009 10:14PM EDT Report Abuse
Ending overseas tech support. You know why. _______________ I have to agree with this one especially. It is so hard to understand them when you call. Plus it would be nice to bring these jobs back to America, All of the suggestions are good.