In Support of Dell

Photo · 02-14-03, 02:08 PM

I would just like to add this note supporting Dell.

I ordered my Axim (400 mHz) on Nov 28th, 2002 and received it on Dec 5th, 2002 (Revision A02). Been happy with it ever since!

I purchased an Inspiron 5000 notebook in June of 2000. A couple of weeks ago I started having problems with it. I contacted Dell about it last Tuesday (Feb 11th, 2003) and seemed to get some things sorted out. On Wednesday (Feb 12th) it crashed big time. I contacted Dell that afternoon. A new mothernoard was shipped to their Technicians here in Alberta overnight and was installed yesterday (Thursday, Feb 13th) afternoon.

I thought that my warranty had expired but was pleasantly surprised that it hadn't (and No, I did not purchase any additional warranty). It ended up that I had 3 year, next business day at my place of business warranty coverage.

I know how frustrating waiting for something to arrive can be, but I'm sure that if you give them a chance, Dell will try everything in their power to satisfy their customers.

Best of luck to all those waiting for their Axims!

Photo

(owner of 1 Dell laptop, 1 Dell desktop and 1 Dell PDA)!

SportsCars · 02-14-03, 02:19 PM

Nice to hear. Between home and office, have 7 desktops, 1 notebook, and 1 Axim ... have yet to call Dell for support (knocking loudly on wood) in last 3 years.:D Also have a couple of dozen Compaq Desktops and have only had to call twice (one hard drive and one monitor). Hardware problems are becoming more and more infrequent (compared to the 80's and early 90's).

Photo · 02-14-03, 02:22 PM

SportsCars;

I know how you feel. I have a total of 4 desktops, 2 laptops and 2 PDA's (I had more, but my wife asked me to cut down last year).

For the most part, they are very reliable.

Oh, and I use a large number of computers at work every day as well!

Have a great day!

Photo

Khuff · 02-14-03, 02:23 PM

I have a similar good luck w/ Dell. My wife's 4100 desktop has never had a problem, My original Inspiron 3500 developed a problem, and was repaired promptly under warranty. The new C400 has had no problems at all. My Axim ordering experience has been frustrating, but hopefully that will sort itself out eventually...K

webdes03 · 02-14-03, 02:37 PM

I have been told bad things about Dell, but as a Dell prefered customer, with 6 Dells in this house (dad's Laptop, Desktop and Axim, plus my Laptop, Desktop and Axim), I'm pleased. I've called them on numerous occasions, I never seem to have a problem.

Last summer I bought a new desktop, there was a problem with the monitor, lound, high pitched squeeling, called Dell, they overnighted me a new monitor. No questions asked.

Go Dell. You won't be disapointed.

Cesio · 02-14-03, 04:42 PM

Similar story with me in the UK, I have bought three Dell laptops and have an Axim on order. Only had to call Dell once... but they responded quickly and dealt with the issue. I'd always recommend them.

Quinn · 02-14-03, 07:54 PM

I also have only good things to say about Dell tech support. With 4 desktops, 2 laptops and an Axim I've no trouble (knock on wood.) I had one major failure with my first desktop (hard drive) but it gave warning it was going and they had a guy at my house next day to replace it. I called at 6pm the night it happened was on hold for zero minutes (litteraly, someone picked right up, no hold.) Then after deciding within a couple minutes the drive was going was apologizing all over the place that the repair man would not get to my house until afternoon the next day rather then first thing in the morning.

Another time a person installing a cable modem (cable company refused to let me do it myself so they sent a moron when I could do it in 2 seconds.) Who knows what he did but he ended up totally screwing things up and could not fix it. That computer had multiple drives and 3 parallel ports to which there were all kinds of sound and video equipment attached (this was in the dark ages before USB 2 or Firewire.) I finally told him to just leave and I'd call Dell. He said "OH, they wont help you since it's not their problem and we screwed it up." Sure enough they got right on the phone with me and took a good bit of time getting it fixed.

I'm sure there are people who have had bad experiences with DellTS but I bet there are more of us who've had impressively good experiences.

Quinn

bulldogz · 02-14-03, 08:44 PM

My last job, all we had was DELL systems. My jobs was to support the DELL desktop systems.

DELL customer/tech support are #1 in my book. Heck, I ended buying a DELL system for myself 2 years ago. Now I am just waiting for my X5 to arrive...(any day now)

JakeRich · 02-14-03, 08:50 PM

I, too, am a Dell fan. I have two desktops and one Axim, plus a Casio Cassiopiea and a Thinkpad (from work). The two Dell desktops are number 5 and 6 of a series. Built like a tank, never a problem.

pscbimmer · 02-14-03, 10:58 PM

I love Dell too. I have an Inspiron 8000 and I ordered an X5 advanced (waiting for it though). They have handled all of my problems well. My laptop hard drive was getting noisey and their fixes didn't work, so they sent me a new drive next day. I always recommend them to everyone I can.

Later

techguy · 03-10-03, 03:43 PM

On behalf of myself, and a lot of my coworkers at Dell, thank you all for the kind comments. That just made my Monday, and it's nice to know that despite the frustrations that some people have had, it's gratifying when someone takes the time to say "thank you". And I've been doing support at Dell for almost 5 years. You all have made my day like you wouldn't believe. We try our best, and I'm grateful to the moderators for keeping this site going, because I do find this site so useful in doing support calls on the Axim. There are so many of you, not just moderators, who have provided so much valuable info, that it's lessened the grey hairs and Maalox plus moments for me.

Thanks you all, have an excellent Monday. :-{)}

techguy:)

NeoAxim · 03-10-03, 04:06 PM

Hey techguy,

I am assuming based on your last post that you work at Dell and I was wondering in what department.

I know a good deal of Dell's tech support has moved offshore and was wondering how that affects you or at least your feelings on the subject.

I ask because I am currently in tech support (although not phone support) and a great deal of jobs in my industry are moving offshore.

My feelings on Dell is in general a good one. I have had 4 Dell workstations and now my new toy the Axim.
While I think Dell's support is still tops in an otherwise poor industry of tech support (I find Compaq and Toshiba to be poor in these areas) I have found that prior to Dell's off shore initiatives I was much more satisfied with the customer service.

Often times calls to Dell are frustrating and I think back to the days when a quick call to Dell and all problems were solved.

Just wanted to know your thinking on the issue.

Thanks

Craenor · 03-11-03, 12:22 AM

I also work for Dell Tech support in the wireless support department. While Dell is moving a good bit of their basic techsupport (mostly hardware support problems) offshore...

They have used that chance to make advancement positions available for Dell Technicians here in the U.S.

All it requires is a bit of initiative to move up in the Tech Support departments here as they open the doors to more Client Expert Centers in the U.S.

For instance, those people getting workstations, latitudes and optiplex's can get Gold Support, which is support here at the Dell Headquarters in Round Rock, Tx and involves a more in-depth field of support then was previously offered.

There is almost nothing within reason that Gold Support won't help with.

Craenor

aja8888 · 03-11-03, 12:28 AM

We build our own computers and have a thriving repair business on the side. We fix MANY Dell's as the support has gone to India where the techs are clueless and send parts to the people in trouble. My god, I can't tell you how many people have showed up at our shop with their Dell in a basket and with a new motherboard in their hand. How do these support techs think a real estate agent or a insurance salesman can install a motherboad (when the problem was a fried modem)? I'm not trying to imply that Dell is not taking responsibility for their machines: I'm just saying that they are making it harder to get the problems solved.

Michael Dell is rich beyond imagine. He could care less if you got your axim rebate or your Dell *Box* working again.

Actually, I think he is doing our business a favor as we seem to fix the stuff he doesn't want to bother with, mainly his machines. And at a good premium!

If I was "The General Public", I would look to custom builders for machines going forward as the products are better, and service is local.

IMHO,

Tony
Solution Oriented Systems, Inc.
The Woodlands, TX 77393-0624

Photo · 03-15-03, 10:46 PM

Here's another update: The motherboard that was installed in my laptop wasn't charging my batteries!

After another phone call to Dell, I had ANOTHER MOTHERBOARD installed 6 days after the first replacement! This one has worked perfectly ever since.

I had a discussion with a friend at work yesterday afternoon. He was going to go out and buy a new computer today. We discussed my situation with Dell. A couple of others came into the conversation as it progressed and each of them recommended that he buy a Dell!

We work for a major oilfield services company (Globally, we have over 100,000 employees) and use many computers on a daily basis for data gathering and presentation. We are in the process of replacing our corporate computers (usually Compaq's) with Dells! All of the network servers at work are also Dell machines.

My Dells have worked well for me, and I plan on buying more in the not too distant future.

Photo