Direct2Dell Week in Review

Anyone who follows Direct2Dell knows that we've been rolling out new blogs in the last several weeks. I see a key part of my job as Chief Blogger is to connect people with information that they're looking for (more on that topic from me soon). Things have been moving so fast, I haven't done a very good job of connecting the dots so far.

To try to improve on that, I wanted to try something new with this post. A while back, the IdeaStorm team started a Weekly Recap that has been pretty well received by the IdeaStorm community. In the week in review, I'll call out posts from the Direct2Dell family and try to provide a bit of context into where they fit in the blogosphere.

  • Direct2Dell Japan launch: Overall traffic was modest for the first week.. only a handful of links from the blogosphere to the main site. We'll keep working to reach more customers there over time.
  • Alienware and the Dell XPS Brand: A WSJ story sparked some discussion on this topic. Anne Camden stepped in to refute the idea that we were phasing out XPS gaming machines early, and reitierated that XPS brand isn't going away. Later in the week, John Blain blogged about our featuring two Alienware laptops on Dell.com as an example of how we'll work together. 
  • HP/ EDS Deal: This one got lots of discussions going in the blogosphere. In her blog post, Lynn Tyson said that the service model that Dell continues to build is based on a fundamentally different strategy than the one the deal is based on. I thought both Jeff Kaplan and Ed Moltzen offered interesting perspective on the deal. Other folks like Om Malik reported that the deal was about building a cloud infrastructure for the future. Marc Farley provided a different viewpoint (from a car wash no less) that agreed more with Nick Carr's take: the HP EDS Acquisition was about cash from IT infrastructure outsourcing, not about the clouds.
  • Dell's XS23 Cloud Server: Todd Brannon from the Data Center Solutions team shared more XS23 details on the Cloud Computing blog about a custom server setup that The Register hinted at recently.
  • 8800M GTX Graphics Card Upgrade Option: John Blain answered why this upgrade option for exisitng XPS M1730 customers was taking so long. He'll continue to publish updates on Direct2Dell as we have new information to share.

Bottom line, I hope this becomes a useful snapshot for customers to get an idea of what's going on across all our sites and how it relates to the broader blogosphere. I created a category for all of these updates called D2D Week in Review.

Feel free to let me know how I can make it better.

Comments  Comment RSS Feed

Ray Atencio said:

So far, I am one upset customer.  In March I ordered several items on line to up grade my computer, at a total cost of $403.52.  After not receiving the items in almost two months /i called Dell and was told the items were sent back.  I said to the Dell representative, why was it sent back and why was no notice of an attemp to deliver it to me left at my door.  Then I asked what address di you send the items to.  Well, they sent it to the wrong address, so it was sent back to them.  I was told I would have to reorder the items and that I was credited back for the items.  I asked if they were sure I was credited back and assured I was.  Not true.  This was on about May 6th.  I reordered the item's and they were sent to me second day.  I told them that I had received a bill and had not paid it because I had not received the items ordered and was told a new bill would be sent out.

Yesterday, May 16th I receive a call fro Dell financial that if I didn't pay my bill today, they would make a late notice on my credit,  I explained to them what took place and was told,  they Were a seperate division and had nothing to do with Dell Tech or sales and needed to pay my bill.  I asked to speak to a manager and got the same info.  Very unpleasant experience to deal with them.  I called Dell when I got home, spent two hours with them and got tranferred for one person to another who it appears were of no use to me in resolving the issue, which turns out to be over billed by $281.95.  Was told to call a manager today, May 7th and they would resolve my problem.  Called them at 9AM this morning, on hold for 42 minutes before anyone said they would help me.  I had to explain the whole story once again because the lady I spoke with last night did not place in the case number file what I would be calling about.  After spending 25 minutes explaining it ONCE again, I was put on hold and, YOU got it, the line went dead. on their end. 

I have never dealt with a company that has to send you to so many people to correct an error in which they were responsible for to fix.  It's like, if we send them to a lot of people and nothing gets done, they will get frustrated, pay the wrong bill and not bother us again.

Once I get this resolved, I will never buy anothe Dell product or recommned them to anyone.  Someone needs to teach them how to deal with this type of problem or they will contune to lose customes and money, as they do now. 

Send a copy of this to the Dell president and see if they can respond any better then their help.

Lionel Menchaca, Chief Blogger said:

Ray: Sorry you've had some problems with Dell. I will ask someone from the DFS team to follow up with you.

Marco said:

No customers that spend that kind of money, should have to deal with what Ray had to deal with.

 

Jun Maruyama said:

 It is hard for me to read a blog in English.

I am Japanese.

So, "Direct2Dell Japan" help me for my reading.

Thanks! 

Le said:

I am currently considering a Dell XPS 630. A few years ago, I've bought a Dell desktop in the $300 range. I haven't had problems with it but I bought it mainly based on price and not on reliability. I only used it for word processing/email, etc. Even if I did have problems and ran into the support nightmare that everyone else has, I would just forget about the $300 and buy a better computer from IBM or Apple.

 
However, the XPS 630, at $1300, is a much larger investment, which I plan to use for gaming. How can Dell convince me to invest this much money in buying its product and to count on receiving reliable support if something goes wrong? Although the cheaper machine has served me well in the past, I am very hesitant to spend this much money after hearing about all the problems other people have had with Dell's customer support. I'm sure there are many other people in this position.

Jonathan said:

Same here Le,

 I'm looking into buying a Dell XPS 1730 at around $2500, but I'm hearing so much negative comments around here... I'll wait a bit and see how things go, since I want to wait until single Geforce 8800 are offered from Dell (instead of the forced on SLI setup).

Stan said:

What is this all about: Judge: Dell deceived customers

http://techland.blogs.fortune.cnn.com/2008/05/27/dell-deceived-customers-says-ny-judge/

Please, comment.

I have had Dell only machines for last 10 years and actually no major issues with them. However, I also noticed that talking to Tech Support has become more problematic; however, have not seen anybody worse than those at HP so far...

 

 

Lionel Menchaca, Chief Blogger said:

Stan: Here is what I'll say directly related to it. Dell doesn't agree with the decision and will be defending our position vigorously.

On a related note, providing service to customers who need it is a main focus of Direct2Dell. I've been pretty public about that, and hope to devote even more of the future content of Direct2Dell and our other blogs to addressing specific issues that are affecting Dell customers.

 Over the last several months, we've combined the teams that had been responsible for blog outreach, the Dell Community Forum team, and the teams that are behind Direct2Dell and blog relations into one big team. Supporting customers online is a big part of what this combined team focuses on.

Like always, customers needing support from Dell can e-mail me directly at lionel_menchaca@dell.com.

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