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Technology Stocks : Dell Technologies Inc. -- Ignore unavailable to you. Want to Upgrade?

To: Selectric II who wrote (170094)	7/3/2002 7:09:32 PM
From: John Koligman	Respond to of 176387

If you read this thread or online help forums I believe it will become clear to you that Dell 'doesn't' pick up the phone like they used to. One of the factors Dellheads have talked about for years that set Dell apart was service, but the direction (downward) is clear. First it was a cut from 3 years to one year of service, now 'pay for phone pickup', etc. This in addition to the surveys that show Dell service (and others) deteriorating over the past few years. I don't see any indication of 'Premium' service here, only that if you pay more you will get some person that you might have trouble understanding from Bangalore or someplace that will pick the phone up quicker. As a customer you like that? John

To: Selectric II who wrote (170094)	7/4/2002 7:37:31 AM
From: Bob Frasca	Read Replies (1) \| Respond to of 176387

Software companies have been providing basic free support as well as premium fee-based support for years and years. While I understand you point, imo, it's hardly the same thing. Software support is far more difficult because the nuances are extremely complex and can involve hours of research. When I spend money for a device, whether it's a computer, stereo, television, DVD, or even a lawn mower, I demand timely support as part of the deal. I've been a shareholder, on and off, for many years and I've been a loyal Dell customer since 1994. I currently have three Dell's in my home and I recently convinced my small company (50 employees growing to 100 this year) to use Dell as we begin our first replacement cycle as well as start investing in server class machines. The jury is out on the Dell servers as I am still configuring my first one and our other one is used as an FTP server. We are extremely disappointed with the first two Optiplex G240's we bought. I'm a software developer and I, and the other developer who has one, are forced to reboot seven and eight times a day because the machine locks up. (I'll spare you the details.) The support we've received is terrible and hasn't been effective. The Dell sponsored on-line forums all tell me that this is "a known problem with the G240" although no one in support has suggested that as yet. This weekend, we are going to format the hard drive and try again on the off chance that we installed some software or a service pack in the wrong order and that's what's causing our problem. (This sounds simple but it takes a minimum of a 16 hours to re-configure a machine for a developer who uses many tools.) My long winded point is that support IS important and there is a very good chance that Dell is going to lose a potentially lucrative business account as well as a loyal home user. After my experiences, it angers me to hear that I might have to pay a premium just to get the freaking phone answered in a "timely" fashion. When I need software support from Microsoft, I will pay their premium because I know, from experience, that they will stick with me until it's resolved.