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Dell Takes One **** of a Blogging

By Oz_Media ·
http://directmag.com/mag/marketing_dell_takes_one/

Original article printed in Newsweek.

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Right with you, Oz....

by cp7212 In reply to Hey

We received these crappy PCs called the SX280. All USB, no ps/2. It has an optional disk drive. Rumor is, we'll have to make everything accessible from the network.....fun, fun!!! I'm sure that some of this is from an executive decision and $$$, but they're still crap for the money.

If I'm working on one and there is software indigenous to that department on CD, I have to find a PC that still has a CD drive in it and remote to the drive. These units still have the same crappy cooling fans that their older cousins, the SX270 has.

I checked on the motherboards and they have a life of nine months due to heat issues. Geez, they have the heat sinks rise up flush to the case cover. Well, at least that distributes the heat evenly over all the IC's.

Our company just finished replacing about 150 mobos, just at this site alone. I told my manager I'll be taking a month off when the nine month period rolls around.

Again, Dell, because all of the other four letter words were taken......

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Well....

by jkaras In reply to Dell Takes One **** of a ...

There are some good things I can say and many bad about Dells or any prefab box. The bottom line is profit, not quality. When they first started out they were the little company that could begging for your business, now they are all about turning the dime. I can honestly say their servers are rock solid, no issues yet. Their personal computer solutions **** allying themselves with major brands dishing out sub par parts. We have had bad Maxtor 40 gig drives fail and Asus Boards going back on recall. The hdds failed after 7 months, and the motherboards lost video because the capacitors on the mobo for the vga controllers swelled.


Was it Dells fault? Only trusing name brands that delivered the worst parts ever seen. Still it's Dells name so they should have tested them better.



As for their tech support, all comapnies use a sub par call center that is all about the "hose and close", same story different company. My first job was a call center that housed Gateway and Dell as well as Jello and Sunbeam grills to name a few. Expectations are always that they are going to have uber geniuses there to help for minimum wage? Wake up people, phone support hasnt changed in years and it isnt about to anytime soon, its not cost effective. Does it suck? yeah do we expect more? yeah but we all know the story. Build your own for yourself, buy prefab for business and roll the dice, and advise for family to buy a prefab so you dont have to work on it all the time or build it proper for them. Personally I would build for my family and friends so they get what they want and deal with the headache when there is a problem.

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That's a different market completely

by Oz_Media In reply to Well....

I know the boxes you are talking about, HP/Compaq (Presario's and PAvillions), etc.

When you buy a decent workstation, designed and tested for business use, you also get a much better quality in parts and tremendous service.

IBM and HP/Compaq both offer 3-5 year onsite warranties where they turn up in 24hrs with new parts no questions asked. The tech support is a completely different center thab the retail support, th etechs are TECHS and they know exactly what to suggest, what to ask and what they are talking about. Usually just telling them you have a bum part will have them send a tech out ASAP.

I had IBM send techs out to Port Hardy several times, I had my system board replaced because my headphone jack would cut out when you wiggled it, again no questions asked and th every next day.

You get what you pay for, buy cheap crap and you get cheap crap.

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Dell deserves it, too

by AV . In reply to Dell Takes One **** of a ...

They have the most god-awful support! HP isn't any better either.

The main problem is the support. The use of call centers with people that read from scripts and can't speak English well enough to understand and be understood is just laughable.

Whatever happened to customer service? I don't understand why they can't grasp the idea that those call centers are their face to the public. And what a face that is after reading your article!

I realize the PC business isn't as profitable as it once was, but that's no reason to offer shoddy service. Thanks to the blogosphere, people can voice their concerns about any company and have an impact.

In spite of it all, everyone still buys Dell PCs. I wouldn't, but the alternatives are equally scary. Is there any PC company today that offers good customer service? I don't know.

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