Another Dell Success Story

[bicker]

There are two different markets for computers, these days. One is for the folks that just want the lowest price, no matter what. The other is folks willing to pay a bit more for more power, higher quality, and better service. The latter represents an extra $200-$300 of cost per unit, but the benefits you get from that are amazing -- not just a faster processor and better graphics, but when something does go wrong, Dell, at least, bends over backwards to make things right. Very impressive.

 

[1001 Ghosts]

There are two different markets for computers, these days. One is for the folks that just want the lowest price, no matter what. The other is folks willing to pay a bit more for more power, higher quality, and better service. The latter represents an extra $200-$300 of cost per unit, but the benefits you get from that are amazing -- not just a faster processor and better graphics, but when something does go wrong, Dell, at least, bends over backwards to make things right. Very impressive.

I wish I had a similar experience to yours. My recently purchased Dell desktop (a rather expensive model with several upgrade options installed) does not have any mechanical problems whatsoever. I have had numerous operational problems with it, and all of these related to Vista incompatibility which came pre-installed with the computer. When I spoke to Dell customer service, they kept trying to get me to pay for the technical help, claiming that software issues were not covered under warranty.

I had to go through three layers of customer service just to get them to concede that they were indeed responsible for software that came preinstalled on the computer they sold me, and their inability to figure out how to get Vista and Adobe Reader to talk to each other without crashing the computer cost me several days of my time. (For the record, the problem still exists between Adobe Reader 9 and Vista Pro; I resolved it only by making a third party PDF reader my default program, and that was my solution and never offered as a solution by anyone at Dell.) Being very technically adept, I wanted to wipe the hard drive and just reinstall my existing XP OS, but Dell kept telling me that I would void the warranty if I did so.

I'm glad to hear your experience was satisfactory. I wish I could say the same.

 

[ajk912]

Thanks for the review. A new computer is on our to-do list to buy someday, and Dell is a company we have been looking at. Thanks.

 

[MsDisney23]

Great news, as I have my eye on a new Dell laptop!

 

[The Iron Giant]

We just bought a new Dell desktop last month and love it. We upgraded to a faster processor and extra memory. I am so happy with it... our last Dell lasted about 7 years and we had no problems with it. And so far, no problems with Vista... everything is running very smoothly.

 

[Straycat]

I've been completely satisfied with my Dell laptop purchase. My computer is a tweaked system and I have the 3 year warranty. Anytime I have needed service, they overnight the part to the closest authorized repair company and as soon as that company has the part, they call and ask when I want them to come out. I've heard some horror stories about warranty repairs from other companies taking forever and that one thing is enough to make sure I will consider Dell again for my next laptop purchase.

 

[bicker]

I wish I had a similar experience to yours. My recently purchased Dell desktop (a rather expensive model with several upgrade options installed) does not have any mechanical problems whatsoever. I have had numerous operational problems with it, and all of these related to Vista incompatibility which came pre-installed with the computer. When I spoke to Dell customer service, they kept trying to get me to pay for the technical help, claiming that software issues were not covered under warranty.

Software issues are not covered under the warranty; that's explicitly stated. Your beef was with the companies who provided the incompatible software.

Here's the specific, relevant portion of the warranty:

This limited hardware warranty does not cover:

* Software, including the operating system and software added to the Dell-branded hardware products through our factory-integration system, third-party software, or the reloading of software
* Non-Dell branded and Solution Provider Direct products and accessories
* Problems that result from:
External causes such as accident, abuse, misuse, or problems with electrical power
Servicing not authorized by Dell
Usage that is not in accordance with product instructions
Failure to follow the product instructions or failure to perform preventive maintenance
Problems caused by using accessories, parts, or components not supplied by Dell
* Products with missing or altered Service Tags or serial numbers
* Products for which Dell has not received payment
* Normal wear and tear

I had to go through three layers of customer service just to get them to concede that they were indeed responsible for software that came preinstalled on the computer they sold me

They're not. They simply decided that providing you free assistance was cheaper than continuing to field your calls. If they did that for everyone, they'd go out of business, because it isn't their software, and they don't charge enough to support other people's software.

Please note that I make these points specifically so that readers don't get the erroneous idea that the folks who sell them hardware are in any way responsible for the quality or reliability of the software they provide with the computers. That's simply not the way the sale is structured. They are re-sellers of software; their responsibility is to ensure the software is installed. That's it. If there is a problem with the software, then they should be referring you to the maker of the software for satisfaction, subject to the warranties associated with the software, not the hardware. (Of course, that is unless you purchase the separate service contract for support of pre-installed software.)

And I say that as a developer of software.

 

[bicker]

There are two different markets for computers, these days. One is for the folks that just want the lowest price, no matter what. The other is folks willing to pay a bit more for more power, higher quality, and better service.

Just a bit of a clarification, because I my OP was kind of vague about this... for Dell, the two different markets I referred to, with regard to laptops, are (basically) the Inspiron (on the low-end) and the XPS (On the high-end). There is a very significant difference in quality of service offered to purchasers of each. The XPS customers have a separate team of support staff, and receive a noticeably higher level of service. I suspect, but don't have recent personal experience to know for sure, that the Latitude and Precision laptops also get this higher level of service.

 

[BunsenH]

I've also found that service is better if you purchase from the 'small business' division rather than the 'home' division. This also reduces the amount of 'shovel-ware' that gets pre-installed on the PC.

 

[bicker]

This was brought up, actually, by the tech who pronounced my wife's HP Pavilion laptop dead, this week. He went into a bit of detail, about the different product lines that each of the computer makers have, and how there is a strong correlation between the product line and how often (when he is called in) the end-result is that the computer isn't "worth" repairing. (He didn't mention it, but I suspect that there is also a correlation with how often sees problems, in the first place, but clearly that's not as pronounced a correlation as how often problems are terminal.)

Anyway, there is another line of HP laptops (my wife actually has one of those, also, issued to her by her employer), and it is very clear that those laptops are much more so rock-solid, high quality and reliable.

 

[FSUDisneyGirl]

i'm sitting here with my dell laptop....which is missing the case around the front of screen, because it started to catch crazily and now has scratched through the plastic in an area on the lower part. the screen is so loose that it's almost falling apart. not to mention 2 keys that have randomly fallen off the keyboard, something that has never happened to me before. add in 2 dead power strips, and being unable to get replacements at places like best buy, circuit city...and i am not such a big dell fan anymore. of course, everything started happening right after my warranty expired...but I hoped it would last much longer than that...

 

[bicker]

Which product line, FSU?

 

[txaggiemomof3]

Our computer and dh's laptop and work laptop are all Dells. They are good computers. My computer is almost 6 years old and is reaching the end of it's useful life. Although I've been pleased with Dell, my next computer will probably be a Mac. I love the user friendliness/functionality of their computers. Their support is also terrific. Now I just need to make the jump

 

[Wishing on a star]

After deciding between Dell and iMac...
I am proudly sitting here dissing on a brand new Apple!!!

The reasons are the exact ones mentioned above...
When my husband called Dell as we were deciding which system to get, we found customer service reps who were only geared to getting the hard sell... He actually hung up on one who had configured an 'awesome' system, which was stripped down to just only our bare needs, that we knew he was quoting us MORE than a system that included more. (did not leave us with a good impression....)

Then, there is VISTA....
Sorry, but NO WAY....
It is really telling when Apples whole PR consists of the fact that VISTA sucks. You have to have twice the gig just to run that monster... And, then there are the security issues, and the necessary anti-virus security programs that take up even more gig and processor speed.

Sure, my husband chose to pay more for the iMac, but like the original post said... There are those who look only at price, and those who know that sometimes you get what you pay for.

PS: We were looking at the awesome deal on the Dell vostro that has been on their web site. Like half price... fast processor, 4 gig.. Somebody had posted a big heads-up about this deal here in the DIS! Then, that sales rep told my husband that we had to be a 'business' with a business tax id#... He didn't want to sell us that... wanted us to spend $300.00 more for a lessor system.