Comments on: Meeting Mr. Dell http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/ by Jeff Jarvis Sat, 05 Jul 2008 05:18:06 +0000 http://wordpress.org/?v=2.5.1 By: Ranjan http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-373635 Ranjan Mon, 21 Apr 2008 16:09:30 +0000 http://www.buzzmachine.com/?p=2432#comment-373635 Problems with computers are due to poor parts which in turn is a function of relentless cost cutting. At some point customers have gotten so cheap that they can only afford junk and shareholders want profits year after year. But all of this comes at a price in terms of customer support. It has nothing to do with people being in India or the US or UK. If you pay peanuts, you're going to get substandard customer support. Getting better trained people with an aptitude to troubleshoot software and an interest in solving your problem requires paying more money and these kind of persons are not easy to find as they can very well employ themselves. And this is where Dell and every other company needs to figure out how much to charge customers for quality support in addition to the price of the computer. The other and often better option is to just go to TigerDirect.com and build your system and never depend on support. It works out better for a lot of people this way. Problems with computers are due to poor parts which in turn is a function of relentless cost cutting.

At some point customers have gotten so cheap that they can only afford junk and shareholders want profits year after year. But all of this comes at a price in terms of customer support. It has nothing to do with people being in India or the US or UK. If you pay peanuts, you’re going to get substandard customer support.

Getting better trained people with an aptitude to troubleshoot software and an interest in solving your problem requires paying more money and these kind of persons are not easy to find as they can very well employ themselves.

And this is where Dell and every other company needs to figure out how much to charge customers for quality support in addition to the price of the computer.

The other and often better option is to just go to TigerDirect.com and build your system and never depend on support. It works out better for a lot of people this way.

]]> By: job http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-360051 job Mon, 17 Sep 2007 06:12:36 +0000 http://www.buzzmachine.com/?p=2432#comment-360051 You are an idiot. You probably broke your computer yourself and just need to blame it on someone. Dell probably doesn't have a blog because they have better things to do all day than bitch about how bad things are. Get a job. Quit trying to piss people off just because your life sucks. I bet this comment doesn't get posted on your precious blog. hmmm... imagine that. Buy something else, oh and when you break it ( because you will), make sure you tell that bullshit to everyone too! loser You are an idiot. You probably broke your computer yourself and just need to blame it on someone. Dell probably doesn’t have a blog because they have better things to do all day than bitch about how bad things are. Get a job. Quit trying to piss people off just because your life sucks. I bet this comment doesn’t get posted on your precious blog. hmmm… imagine that. Buy something else, oh and when you break it ( because you will), make sure you tell that bullshit to everyone too! loser

]]> By: jason http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-346706 jason Mon, 02 Apr 2007 22:17:32 +0000 http://www.buzzmachine.com/?p=2432#comment-346706 @D. Grimsley Nights and weekends deluxe 3 year warranty means that service will be performed on nights and weekends. The part still has to be shipped to the technician. Unfortunately, 5pm your local time is the cutoff for parts shipment, so if you call after 5 on Thursday, chances are you will not get service until Monday. If you don't believe me, read your service contract. On a side note, if your issue did not get resolved, go here: https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues?c=us&cs=19&l=en&s=dhs @D. Grimsley

Nights and weekends deluxe 3 year warranty means that service will be performed on nights and weekends. The part still has to be shipped to the technician. Unfortunately, 5pm your local time is the cutoff for parts shipment, so if you call after 5 on Thursday, chances are you will not get service until Monday.

If you don’t believe me, read your service contract.

On a side note, if your issue did not get resolved, go here: https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues?c=us&cs=19&l=en&s=dhs

]]> By: marketing-tech-news.com » Blog Archive » Online Reputation Management Basics http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-346189 marketing-tech-news.com » Blog Archive » Online Reputation Management Basics Wed, 28 Mar 2007 16:13:58 +0000 http://www.buzzmachine.com/?p=2432#comment-346189 [...] can be a anything from a positive turn around to a loyal brand [...] [...] can be a anything from a positive turn around to a loyal brand [...]

]]> By: Basics of Online Reputation Management » Online Marketing Blog http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-346123 Basics of Online Reputation Management » Online Marketing Blog Tue, 27 Mar 2007 16:22:17 +0000 http://www.buzzmachine.com/?p=2432#comment-346123 [...] can be a anything from a positive turn around to a loyal brand [...] [...] can be a anything from a positive turn around to a loyal brand [...]

]]> By: D. Grimsley http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-344240 D. Grimsley Thu, 01 Mar 2007 21:50:28 +0000 http://www.buzzmachine.com/?p=2432#comment-344240 I'm in Dell Hell. I bought a $2,300 laptop Christmas Eve. Delivered about 1/7/2007. It worked for a whopping 24? days? Four hours on the phone with India, no solution. I also bought the nights and weekends deluxe 3 year warranty. When someone finally guessed at a solution, they told me they couldn't send out the part, because it was after 5 on Thursday, and the couldn't ship Because Fedex was closed; I would have to wait till Monday. Nights and Weekends are only part of the advertising package, they don't exist in Roundrock. Twice their local techs attempted to replace every single part in my laptop, with "refurbished parts." Nothing worked. About three weeks ago, they promised a new system AND to keep me advised as to it's build, etc..... Haven't heard a word since. I spent four hours on hold with the online chat today, before giving up. I can't count how much time I have spent on Muzak hold. If I bumped into Michael Dell anywhere, it could possibly be very ugly. While I hate to think that I will have to sue Dell to get any relief, it certainly seems as though that is my last option. I will NEVER buy another Dell product as long as I live, nor shall any of the companies that I consult for. I’m in Dell Hell. I bought a $2,300 laptop Christmas Eve. Delivered about 1/7/2007. It worked for a whopping 24? days? Four hours on the phone with India, no solution. I also bought the nights and weekends deluxe 3 year warranty. When someone finally guessed at a solution, they told me they couldn’t send out the part, because it was after 5 on Thursday, and the couldn’t ship Because Fedex was closed; I would have to wait till Monday. Nights and Weekends are only part of the advertising package, they don’t exist in Roundrock. Twice their local techs attempted to replace every single part in my laptop, with “refurbished parts.” Nothing worked. About three weeks ago, they promised a new system AND to keep me advised as to it’s build, etc….. Haven’t heard a word since. I spent four hours on hold with the online chat today, before giving up. I can’t count how much time I have spent on Muzak hold.

If I bumped into Michael Dell anywhere, it could possibly be very ugly.

While I hate to think that I will have to sue Dell to get any relief, it certainly seems as though that is my last option.

I will NEVER buy another Dell product as long as I live, nor shall any of the companies that I consult for.

]]> By: Mark Evans - Dell’s Really, Really Loves Its Customers http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-334272 Mark Evans - Dell’s Really, Really Loves Its Customers Sat, 17 Feb 2007 13:22:16 +0000 http://www.buzzmachine.com/?p=2432#comment-334272 [...] Dell, which has lost so much of its mojo in recent years that Michael Dell was forced come out of retirement, has decided its salvation will come from better customer service so it’s launched two new initiatives - Dell IdeaStorm and StudioDell, which, in theory, will let customers have more effective ways to provide ideas and feedback. IdeaStorm is a Digg-like service, while StudioDell lets people upload videos. What I want to know is where’s Jeff Jarvis, who ignited the “Dell Hell” campaign in 2005 when he blogged about his unhappiness with a Dell computer. Maybe Jarvis has cooled down since meeting Michael Dell in Davos recently. [...] [...] Dell, which has lost so much of its mojo in recent years that Michael Dell was forced come out of retirement, has decided its salvation will come from better customer service so it’s launched two new initiatives - Dell IdeaStorm and StudioDell, which, in theory, will let customers have more effective ways to provide ideas and feedback. IdeaStorm is a Digg-like service, while StudioDell lets people upload videos. What I want to know is where’s Jeff Jarvis, who ignited the “Dell Hell” campaign in 2005 when he blogged about his unhappiness with a Dell computer. Maybe Jarvis has cooled down since meeting Michael Dell in Davos recently. [...]

]]> By: David H. Deans http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-333004 David H. Deans Fri, 16 Feb 2007 14:32:08 +0000 http://www.buzzmachine.com/?p=2432#comment-333004 FYI, customers will have the opportunity to offer Dell constructive suggestions on how to improve products, customer service, or whatever via a new program that is in Beta testing currently. More details, and commentary, on the John Cass blog here http://pr.typepad.com/pr_communications/2007/02/is_dell_the_big.html FYI, customers will have the opportunity to offer Dell constructive suggestions on how to improve products, customer service, or whatever via a new program that is in Beta testing currently. More details, and commentary, on the John Cass blog here
http://pr.typepad.com/pr_communications/2007/02/is_dell_the_big.html

]]> By: Jacques http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-314907 Jacques Thu, 01 Feb 2007 19:42:35 +0000 http://www.buzzmachine.com/?p=2432#comment-314907 Well I am in Switzerland and owner of a Dell Inspiron 8200. The power supply blew up and what followed was a (small) ordeal. Three weeks to get a replacement power supply Mr Dell! First not able to get the right info to order on-line! Second no answer to an email. Third used on-chat function, technician needed part number and could not identify the correct power supply based on the laptop. Fourth, during the chat session, the technicain was unable to give aprice and a way to order. Three (3) days later I received an offer with a two week delivery schedule! All in all three weeks!! Well what did I do! In two minutes I found a (non-Dell) website in the US, could identify the correct item jsut by enterieng Dell Insprion 8200. Paid with my creidt card; power supply was shipped the same day (Thank you time difference) and I recived the power supply two days after ordering. A bit expensive with the overseas delivery but a example for Dell! Sorry three weeks without PC because of a power supply,,,, Pretty basic or.... PS: My next PC will not be a Dell.... Well I am in Switzerland and owner of a Dell Inspiron 8200. The power supply blew up and what followed was a (small) ordeal. Three weeks to get a replacement power supply Mr Dell! First not able to get the right info to order on-line! Second no answer to an email. Third used on-chat function, technician needed part number and could not identify the correct power supply based on the laptop. Fourth, during the chat session, the technicain was unable to give aprice and a way to order. Three (3) days later I received an offer with a two week delivery schedule! All in all three weeks!!
Well what did I do!
In two minutes I found a (non-Dell) website in the US, could identify the correct item jsut by enterieng Dell Insprion 8200. Paid with my creidt card; power supply was shipped the same day (Thank you time difference) and I recived the power supply two days after ordering.
A bit expensive with the overseas delivery but a example for Dell!
Sorry three weeks without PC because of a power supply,,,,
Pretty basic or….

PS: My next PC will not be a Dell….

]]> By: Thomas http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-313361 Thomas Wed, 31 Jan 2007 19:28:27 +0000 http://www.buzzmachine.com/?p=2432#comment-313361 I think it was the polite way to handle it. It is OLD news and they are making efforts so beating a dead horse seems rather pointless and rude. I think it was the polite way to handle it. It is OLD news and they are making efforts so beating a dead horse seems rather pointless and rude.

]]> By: Robert MacMillan http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-308458 Robert MacMillan Sat, 27 Jan 2007 20:52:38 +0000 http://www.buzzmachine.com/?p=2432#comment-308458 Regarding saying in a blog what you wouldn't say in person: Maybe that means it's the blog's contents that need adjusting. Rude is rude, regardless of the delivery medium. Regarding saying in a blog what you wouldn’t say in person: Maybe that means it’s the blog’s contents that need adjusting. Rude is rude, regardless of the delivery medium.

]]> By: David Marshall http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-308270 David Marshall Sat, 27 Jan 2007 17:13:20 +0000 http://www.buzzmachine.com/?p=2432#comment-308270 I have found Michael Dell to be a great host. Beginning last summer, I organized customers that felt Dell's XPS 700 computer was misadvertised. In spite of my criticism of Dell's flagship computer and customer care program, Michael Dell held a place for me at his CES party in Las Vegas earlier this month. Michael Dell is aware that his customer care efforts are not what they used to be, and he is even listening to his customers at his parties, if that will improve customer relationships! I’m sure that he was an equally great host at Davos. I have found Michael Dell to be a great host. Beginning last summer, I organized customers that felt Dell’s XPS 700 computer was misadvertised. In spite of my criticism of Dell’s flagship computer and customer care program, Michael Dell held a place for me at his CES party in Las Vegas earlier this month. Michael Dell is aware that his customer care efforts are not what they used to be, and he is even listening to his customers at his parties, if that will improve customer relationships! I’m sure that he was an equally great host at Davos.

]]> By: Marc’s Voice » Blog Archive » Final Friday in January 07 blog links http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-307228 Marc’s Voice » Blog Archive » Final Friday in January 07 blog links Fri, 26 Jan 2007 22:27:42 +0000 http://www.buzzmachine.com/?p=2432#comment-307228 [...] And Jeff Jarvis was cordial to both Michael Dell (who sounded humble and listening) and Steve Case. [...] [...] And Jeff Jarvis was cordial to both Michael Dell (who sounded humble and listening) and Steve Case. [...]

]]> By: R Rainey http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-306868 R Rainey Fri, 26 Jan 2007 16:05:45 +0000 http://www.buzzmachine.com/?p=2432#comment-306868 Why would anyone have a bone to pick with Case? If you should be pissed at anyone, it should be Gerald Levin. Case did a wonderful thing for his shareholders - he got them ownership of real media assets just before the internet meltdown for a steal. He should be applauded as a hero. Why would anyone have a bone to pick with Case? If you should be pissed at anyone, it should be Gerald Levin. Case did a wonderful thing for his shareholders - he got them ownership of real media assets just before the internet meltdown for a steal. He should be applauded as a hero.

]]> By: Duffer http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-306866 Duffer Fri, 26 Jan 2007 16:03:52 +0000 http://www.buzzmachine.com/?p=2432#comment-306866 I think you wimped out with Dell because "it's a party." Confirms the conventional wisdom that people will say things in a blog that they won't say in person. You had a golden opportunity to help Dell users everywhere and you blew it. Do you have second thoughts? Do you wish you weren't star-struck? I think you wimped out with Dell because “it’s a party.”
Confirms the conventional wisdom that people will say things in a blog that they won’t say in person.
You had a golden opportunity to help Dell users everywhere and you blew it.
Do you have second thoughts? Do you wish you weren’t star-struck?

]]> By: Stylewalker http://www.buzzmachine.com/2007/01/26/meeting-mr-dell/#comment-306784 Stylewalker Fri, 26 Jan 2007 14:07:43 +0000 http://www.buzzmachine.com/?p=2432#comment-306784 Oh, Dell monitors are great. My friends use them for audio editing for movies and since they ordered many of them forseeing the growth of their studio, now everybody is asking to lend them out because they have the video quality of a TV. Oh, Dell monitors are great. My friends use them for audio editing for movies and since they ordered many of them forseeing the growth of their studio, now everybody is asking to lend them out because they have the video quality of a TV.

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