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Spotnik · 04-01-05, 11:13 AM

I just raised this issue again at the Dell Community forums because I've been particularly curious and concerned over the lack of response from Dell to what would seem to be a real "deal killer" for most potential buyers. Based on the response I received from the forum's moderator, and on the numerous posts I have seen at Dell, here, and at AximUsers.com, I think I have an idea as to what is (not) happening.

Apparently when the cradle blows a usb port or, worse, a motherboard, a lot of people are contacting customer care and getting replacement cradles, units or both. What they are NOT doing is contacting technical support, or posting detailed descriptions, including service tag numbers, to the Dell Community Forum so that Dell's techhies have some information to go on in attempting to make a diagnosis. According to Dell, they issued a plea to users some months back to post such information to the forum was made last January or so, only two people responded. This is far below the 14% rate of failure reported by this poll. A lot of people seem to use the forums to complain, but don't provide any useful details. Yes, I realize this a common user response to a frustrating and disheartening situation, but it's not going to get anyone any closer to solving the problem.

What I think would be interesting to know is: how many of those who have had this problem simply got replacements without providing any further information to Dell, and how many people actually tried calling technical support to troubleshoot? Perhaps what we have here is a failure to communicate!

04-01-05, 11:13 AM	#62 (permalink)
Spotnik Aximsite Prospect Join Date: Mar 2003 Posts: 16 Thanked 0 Times in 0 Posts	I just raised this issue again at the Dell Community forums because I've been particularly curious and concerned over the lack of response from Dell to what would seem to be a real "deal killer" for most potential buyers. Based on the response I received from the forum's moderator, and on the numerous posts I have seen at Dell, here, and at AximUsers.com, I think I have an idea as to what is (not) happening. Apparently when the cradle blows a usb port or, worse, a motherboard, a lot of people are contacting customer care and getting replacement cradles, units or both. What they are NOT doing is contacting technical support, or posting detailed descriptions, including service tag numbers, to the Dell Community Forum so that Dell's techhies have some information to go on in attempting to make a diagnosis. According to Dell, they issued a plea to users some months back to post such information to the forum was made last January or so, only two people responded. This is far below the 14% rate of failure reported by this poll. A lot of people seem to use the forums to complain, but don't provide any useful details. Yes, I realize this a common user response to a frustrating and disheartening situation, but it's not going to get anyone any closer to solving the problem. What I think would be interesting to know is: how many of those who have had this problem simply got replacements without providing any further information to Dell, and how many people actually tried calling technical support to troubleshoot? Perhaps what we have here is a failure to communicate!