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Dell Responds but….

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I’ve had a couple emails from Richard B. at Dell who seems genuinely interested in helping me solve my problem.  We’ll see how that turns out. For now I will remain skeptical. In the interim, he told me about another site, DellIdeaStorm.com, which Dell has apparently set up to gain feedback from their customers and prospects.

I applaud Dell for the effort, but have two comments.

First, I posted to two seperate discussions and both timed out.  If you can’t ramp up to handle the flow, shut the site down because you aren’t earning any good will. I certainly am still pissed about taking the time to write a thought-out response only to have the time and brainpower wasted due to excessive server load.  Come on man you are supposed to be a technology company for goodness sakes ACT like one.

Second and assuming you fix the first problem…if nothing comes out of this you’ll bring the wrath of khan down on your head, and I mean that in the worst way. You already have major problems in tech support and customer service thanks to years of excessive outsourcing and apparently insufficient training. Don’t exacerbate it by not evoking change based on the more popular suggestions. For instance -

Operating system choice - my pet peeve. While it seems the main thread was for offering Linux or some other Open Source option, you need to also offer XP pro. There are plenty of businesses and individuals who aren’t interested in the new OS or don’t want to support it at this time.

Bloatware like AOHell, anti-virus trials, etc. Take the crap off. Dejunkify Dell, or at least offer an alternative. Yes I know you likely need the money you get from the placements to keep your prices competitive, so offer a bloat-free version for extra money and state why the surcharge. My guess is some will pay, and others will likely quiet down a bit, and that is a double whammy win for you.

Stay tuned. I have a feeling this is just getting warmed up

What Do You Think?

 

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