Re: [H] How bad will this get for Dell?
At 11:57 AM 01/07/2010, Harry McGregor wrote: Dell made a point of sending out extra systems to areas hardest hit, and there was an internal push to inspect systems. Of course if you missed the 3 year warranty, you were out of luck. IBM dealt with it better, IMHO, but I am biased (work for IBM). I have seen IBM bend over backwards, including flying people on site to help customers, admittedly this is enterprise storage. No question. IBM understood the customer service issue and responded. Dell has never done that. Most recently, I see tons of HD failures in their tiny GX620 cases (too much heat, too little air flow) but Dell acts like it's a HD issue. My experience with Dell as large account customer was no where near as good. It got to the point that we would only use the online chat, as we could say we need part X, and usually get it. For home grade service, you can't do that because if Dell's crappy diagnostics don't report a failure, then there is no failure and you just need to reinstall Windows. I have not dealt with Lenovo on these types of things, so I can't comment there. Well Lenovo is no IBM, let me tell you. Not as bad as HP has gotten, but definitely no better than Dell. T
Re: [H] How bad will this get for Dell?
I don't think the warranty thing is what hurts them. I think the claim that they knew it was an issue and told sales and tech staff to blame other things or downplay the problem as deceptive business practices can have serious reaction. Sent via BlackBerry -Original Message- From: Harry McGregor mic...@osef.org Sender: hardware-boun...@hardwaregroup.com Date: Thu, 01 Jul 2010 07:57:02 To: hardware@hardwaregroup.com Reply-To: hardware@hardwaregroup.com Subject: Re: [H] How bad will this get for Dell? On 7/1/10 7:45 AM, Thane Sherrington wrote: At 06:07 PM 30/06/2010, CW wrote: http://www.computerworld.com/s/article/9178671/Update_Dell_knew_thousands_of_PCs_were_faulty_court_papers_say So, the suit alleges deceptive practices, etc. I'm wondering how bad this works out or if this turns into a major class action. Probably won't be good. IBM had similar problems with NetVistas, but their solution was to replace all motherboards that failed under warranty (and these were machines two plus years out of warranty.) Dell is not a company you want to deal with from a service perspective. I remember when I was dealing with the federal government, they had a ton of GX270s that had motherboards replaced. Dell made a point of sending out extra systems to areas hardest hit, and there was an internal push to inspect systems. Of course if you missed the 3 year warranty, you were out of luck. IBM dealt with it better, IMHO, but I am biased (work for IBM). I have seen IBM bend over backwards, including flying people on site to help customers, admittedly this is enterprise storage. My experience with Dell as large account customer was no where near as good. It got to the point that we would only use the online chat, as we could say we need part X, and usually get it. Back when Thinkpads were IBM, and the Federal Government had the laptop contract with IBM, I had IBM send me a replacement motherboard UPS Sonic Air... Next flight out. I had a UPS guy at at my house dropping off the part at 3:30 am, he had picked it up at the phoenix airport at about 1am and drove it down to Tucson. I have not dealt with Lenovo on these types of things, so I can't comment there. Harry T
Re: [H] How bad will this get for Dell?
At 12:14 PM 01/07/2010, tmse...@rlrnews.com wrote: I don't think the warranty thing is what hurts them. I think the claim that they knew it was an issue and told sales and tech staff to blame other things or downplay the problem as deceptive business practices can have serious reaction. Yeah, I agree. People can live with a problems if you are willing to help fix them. If you start lying about the problems then people get upset pretty quickly. T
Re: [H] How bad will this get for Dell?
Here! Here! This I agree with. I have worked many troubles that took, sometimes, weeks to resolve. Stuff does happen. The vision of continuing to sell/market known shoddy product is very telling to me. (And, I did use a Dell Optiplex for years before I was laid off.) Sadly, commercial build quality seems to have dropped off. I still recall when this suspect m/b capacitor issue started here on the list. I formed an opinion that this issue would take a decade to repair. Perhaps we need another decade? Best, Duncan On 07/01/2010 11:23, Thane Sherrington wrote: At 12:14 PM 01/07/2010, tmse...@rlrnews.com wrote: I don't think the warranty thing is what hurts them. I think the claim that they knew it was an issue and told sales and tech staff to blame other things or downplay the problem as deceptive business practices can have serious reaction. Yeah, I agree. People can live with a problems if you are willing to help fix them. If you start lying about the problems then people get upset pretty quickly. T
Re: [H] How bad will this get for Dell?
On Thu, Jul 01, 2010 at 11:45:57AM -0300, Thane Sherrington wrote: At 06:07 PM 30/06/2010, CW wrote: http://www.computerworld.com/s/article/9178671/Update_Dell_knew_thousands_of_PCs_were_faulty_court_papers_say So, the suit alleges deceptive practices, etc. I'm wondering how bad this works out or if this turns into a major class action. Probably won't be good. IBM had similar problems with NetVistas, but their solution was to replace all motherboards that failed under warranty (and these were machines two plus years out of Dell replaced two of mine. The machines in question are old as HELL, old news, move on. warranty.) Dell is not a company you want to deal with from a service perspective. I've had other luck. -- Bryan G. Seitz
Re: [H] How bad will this get for Dell?
Dell replaced two of mine. The machines in question are old as HELL, old news, move on. Hardware wise, yes. Punitive damages; finical fines and a spanking from the public? So what else is new thinks my cynical vision. We will see said a blind man. al
Re: [H] How bad will this get for Dell?
Al Anger wrote: Dell replaced two of mine. The machines in question are old as HELL, old news, move on. Hardware wise, yes. Punitive damages; finical fines and a spanking from the public? So what else is new thinks my cynical vision. We will see said a blind man. al I see, said the blind man as he picked up his hammer and saw... -- * Jim McQueeney ja...@lava.net * ** Jim McQueeney ja...@clearwire.net *** *** OpenPGP ** DH: 0x22768E06 * Keys *** DH: 0x41B6F689
[H] Dell is awesome
Hello THG, I have said that for years. -- Regards, joeuser - Still looking for the 'any' key... ...now these points of data make a beautiful line...
