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Michael Dell can you hear me?
Dear Mr. Dell,
I own 3 Dells, A Dimension 2400, A studio1735, and an Inspiron 2600. This story is really about the 1735.... or maybe it's about the other two....you decide. I bought the 1735 not because I thought the other two were the best thing since buttered girls, but because Dell has this wonderful feature that allows you to download the necessary drivers and solutions via their website. Now call me nuts but when I'm re-installing my OS on a Dell, no matter where I am in the world, no matter what time it is, if I have a world wide mesh connection I can set up my machine in no time flat and be up and running. I mean gah-golly! Is that nifty or what?. This little thing, that probably costs you, Michael D, pennies on the dollar to run, is what sold me to buy my 3rd Dell, and not from a thrift store like the other two, but actually from the Wizard of Dell himself....ok it is refurbished, but voila it arrived and I was so pleased.......
...The first order of business was to rip out the Vista OS by the hair of it's inept "horse designed by a commitee" roots. Once that was done I installed a XP pro and went about surfing to the Dell support site to put a lovely coat of that Dell-solution shellac on my baby.....Whoooah! Dolly Parton on a tricycle! What's this!?!? Hello! No support for a Dell Studio 1735 running XP-pro!
Ok Mr. Dell, I get it you and Microscoff are in bed. Understood! No judging here, I'm 53 I still sleep with a stuffed bear. I wanted one thing and one thing only from your site and I am so disappointed that I will not likely buy another Dell. Please Please Please. Allow a configurable alternative support paradigm for those that want to use alternate OS'. All I wanted was to find the drivers I needed to run my machine. Instead it took me a week to find others facing the same dilemma we had to cobble a list passed from sweaty hand to sweaty hand just because we didn't want to run that festering of a turd Vista, Microsoft insists on selling. Thank you.
I own 3 Dells, A Dimension 2400, A studio1735, and an Inspiron 2600. This story is really about the 1735.... or maybe it's about the other two....you decide. I bought the 1735 not because I thought the other two were the best thing since buttered girls, but because Dell has this wonderful feature that allows you to download the necessary drivers and solutions via their website. Now call me nuts but when I'm re-installing my OS on a Dell, no matter where I am in the world, no matter what time it is, if I have a world wide mesh connection I can set up my machine in no time flat and be up and running. I mean gah-golly! Is that nifty or what?. This little thing, that probably costs you, Michael D, pennies on the dollar to run, is what sold me to buy my 3rd Dell, and not from a thrift store like the other two, but actually from the Wizard of Dell himself....ok it is refurbished, but voila it arrived and I was so pleased.......
...The first order of business was to rip out the Vista OS by the hair of it's inept "horse designed by a commitee" roots. Once that was done I installed a XP pro and went about surfing to the Dell support site to put a lovely coat of that Dell-solution shellac on my baby.....Whoooah! Dolly Parton on a tricycle! What's this!?!? Hello! No support for a Dell Studio 1735 running XP-pro!
Ok Mr. Dell, I get it you and Microscoff are in bed. Understood! No judging here, I'm 53 I still sleep with a stuffed bear. I wanted one thing and one thing only from your site and I am so disappointed that I will not likely buy another Dell. Please Please Please. Allow a configurable alternative support paradigm for those that want to use alternate OS'. All I wanted was to find the drivers I needed to run my machine. Instead it took me a week to find others facing the same dilemma we had to cobble a list passed from sweaty hand to sweaty hand just because we didn't want to run that festering of a turd Vista, Microsoft insists on selling. Thank you.
I’m sad, anxious, confused, frustrated
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Inappropriate?Blackie,
The Studio 1735 was not marketed with XP or developed with XP in mind as a supported O/S. Dell tests and develops drivers for supported O/S's that are offered with the system at point of sale or as an upgrade option. I apologize for any inconvenience, but your best avenue for a resolution to installing an unsupported O/S on the system is via resources outside of Dell- just as it would be if you wanted to install Linux, Windows 2000, or any other unsupported O/S. -
Inappropriate?Kind of you to reply, but you are missing my point. I don't think Dell is hearing their customer base. There seems to be enough dissension in your market that I would expect more than Dell ignoring their base.
The more "customer service" you have to provide often speaks to the weakness of your decisions with your 3rd party vendors. In this case Microsoft's Vista. BTW don't you offer machines now with Ubuntu? A decision I applaud. And one which speaks to your ability to move with the market if you choose.
Dell's poor choice in regards to Vista continues to be absorbed by customers. I appreciate your apologies, having worked at Microsoft and in customer service for various software vendors, you may excuse my less than enthusiastic confetti.
Less than traditional support I want to see the opportunity for customers to configure their machines as they see fit, with a minimum of interference from your support department. In return you could issue an "unsupported" clause. perhaps.
Dell is like a restaurant. It's great if I come in to eat, but if I don't come back you are going to feel it. I would expect with competition as it is today you might heed those that you may consider a niche market.
As I look at the side bar next to my response I see related topics such as "Dell has the worst customer support in the Industry" and "Michael Dell does not understand Customer Service" what is that about? Customer service in my experience is a "supposed" cost saving device for a poorly executed product. Perceived customer concern is no panacea for a good product that speaks to your buyers.
I’m frustrated
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Inappropriate?Your larger point was not lost on me. I was only addressing the drivers issue, as that seemed to be the central point, and the one I am qualified to speak to. Even though we do not support XP on that particular box, we maintain the Dell Community Forums so that users can get help for unsupported issues from other users. Again, we never warranted or implied support for XP on the system before or after point of sale.
I also understand your restaurant analogy, and I acknowledge that even if I point out our competitors have similar policies, it will not matter, as you have already had the experience of trying to order sushi at my steakhouse. For this misunderstanding, I apologize, but can do nothing about. However, I will bring up the issue of alternative O/S support at every opportunity. -
Inappropriate?Thank you for that Bill_B. I also understand the scope of trying to fight for real estate, either in terms of man power or management understanding that even though the policy may be to support the latest and (supposed greatest) is first and foremost. There is an argument for availability. I think many of us would be happy with nothing more than the opportunity to have configurable profiles for machines that might not fall under "traditional support" meaning, the stuff is there, use it, but don't call Dell if it doesn't work, - you are on your own. So much of what we have to do now is noisome. Thanks again for your responses and advocacy.
I’m unsure, hopeful, dreaming
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Inappropriate?In a meeting on this topic as I write this. Nothing I can share at this time, but I am starting the conversation.
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