OT:Dell computers

[Richard Kreiss]

> -----Original Message-----
> From: filepro-list-bounces+rkreiss=verizon.net at lists.celestial.com
[mailto:filepro-list-
> bounces+rkreiss=verizon.net at lists.celestial.com] On Behalf Of Kenneth
Brody
> Sent: Tuesday, June 29, 2010 9:42 PM
> To: Fairlight
> Cc: filepro-list at lists.celestial.com
> Subject: Re: OT:Dell computers
> 
> On 6/29/2010 7:31 PM, Fairlight wrote:
> > You'll never BELIEVE what Richard Kreiss said here...:
> >> Headline: Civil Lawsuit over faulty computers highlights the decline in
> >> Dell's Reputation.
> >
> > It was possible for Dell's reputation to decline?
> 
> I, personally, have not had any problems with the several Dell's I've
> owned.(*)  On the other hand, I've never had occasion to call their tech
> support, either.  On the other other hand, a large portion of the
computers
> that Laura has clients bring in for service are Dell.
> 
> 
> (*)  At least, nothing "Dell-specific", as opposed to things like "Windows
> issues" which might be run into on any brand.  The closest issue I've had
to
> "Dell-specific" was trying to do a "factory fresh" reinstall, only to find
> that the system restore disks didn't include the necessary SATA drivers.
I
> have seen that on other brands, however.

Ken,

Depending on the model, personal or business, the tech support, at least the
last time I called regarding a client's server, is very different.  The
business division tech support appears to be domestic, while the personal
computer tech support is overseas somewhere.

My client had a tape drive fail on their server, Dell overnighted it and had
a tech there to install and test it the next day.

Their personal computer tech support "sucks" to say the least.  Even if you
have an extended service contract, they will do everything to not have
someone come out and repair the computer.

I have a client whose wife had a Dell,  Over Thanksgiving week-end I get a
call that her computer just "clacks".  The hard drive had failed.  My
client's wife is deathly afraid of electricity.  She won't plug in anything.
On top of that, both her wrists had been operated on and were in splints. (I
don’t know why she was trying to use her computer).  I told them to call
Dell as the machine was on a service contract with a 1 1/2 years left.

After waiting about 1/2 hour they finally got through to someone who want
her to open the computer.  She explained that her writs were in splints and
she could not lift the computer plus she was afraid of electricity.  She was
bluntly told, either you open it or no support.  I got a call soon after
that asking me what brand of computer they should get to replace the Dell.
Since she only used the machine for email and browsing the web, I suggested
an inexpensive Gateway.  They purchased a top of the line machine.  

I was given the old computer.  I replaced the hard drive and added more
memory and a video card.  I used that computer for 3 more years until the
replacement hard drive failed.

Now that's not quite the end of this tale.  My client had all Dell computers
in his offices.  When the time came to replace them, he got Gateways.

Had a similar problem with a friends computer, which Dell refused to send
out a service tech.   he replaced it with an HP.  Now when he needed to
replace his Dell's in the office, they were replaced with HP's.  Of more
interest, his offices were supplied by his biggest client.  When the
Chairman of the board secretary saw the new computer my client brought in
with a nice flat screen monitor, she wanted the same computer system. I
ordered one for her and installed it. She liked it so much that when they
needed to replace computers in their New York office, they were replaced
with similar HP's. And that's not what computers, however, this is a large
company whose primary headquarters are in Atlanta. As they restarted to
replace computers, HP got the business.

This appears to be one of the reasons why Dell has lost a lot of business.
The gain a foothold in the business community by their excellent tech
support for the consumer market. This same dynamic work in reverse. Their
tech support for consumers lead people to replace their Dell business
computers with the brands that they were purchasing at home and finding
better tech support.

I know some of you have not been happy with HP's tech support. However my
experience with them has been good as has been the support from Gateway my
workstation.

About the only Dell product that I would recommend would be one of their
file servers. However HP and others make as good or better file servers. At
least for my client base.

My own for a file server is an HP which is about a year old.


Richard Kreiss
GCC Consulting
rkreiss at gccconsulting.net