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December 07, 2005

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And customer support was the primary reason I shopped with Dell for a long time. There computers are good, their hardware is consistent, but until XPS they were never cutting edge or top of the line. But you could always count on that extended warranty. We had a lot of problems with them when it came to tax exempt purchases. And while I have never had a major problem that required real support, my little problems were such a hassle, I fix them myself. With everything that is up in the air for the next 18 months (new processors from Intel, Vista, Mac on Intel, linux gaining ground) I hope Dell doesn't think they can ride through it all on name alone. Support demands will be higher than now, especially is Steve Jobs decides to let Dell sell computers with the Mac OS (which they want to do and Jobs is currently vetoing).

Good Luck with tech support.

I donno if Dell still has it but a few years ago when I was at a different company that bought all Dell hardware we paid to have/be Premier Support. We had 2 techs that had to pass an 'open book' web test and pay about a $100 or something and then we got to bypass a lot of the tech support hoops, we could even have a depo of spare parts.

PC World magazine in this latest eddition on page 101-116 has an article named: The Best Companies to buy from and in it they have polled 35,000 users on as the title says the best companies to buy from. Yes Dell has taken a downward direction and has tarnished their halo.

I know that in this next statement I am about to make that I will probably take a hit as well, but here it is - Go MAC. Yes MAC's have problems as well (just like I had read in one of your previous blogs I believe) but after you take all of pro's and con's for both sides I feel it comes up MAC. Even though I do write this now from my office here at the church on a Dell laptop which my church chooses to stay with. Funny!

There are many reasons I'd never go Mac ... for home they're fine, but keep them off a corporate network. The few Macs we have onsite have helped to reinforce that notition. I've done the pros/cons research many times before...in my book Macs always come out more expensive. I have several peers that manage large Mac networks and they have just as many headaches as a Windows network.

At my prior job we did purchase Dell Premier support...but it's $1000 just to enroll in the program then $100+ per tech per year. Except for the GX270 problems we've not had a need to worry about support so the cost to enroll just isn't worth the return.

Maybe you should have Tony "Strategic Guy" Morgan blog about the lousy service. If it works with junky HP printers, it might just work with Dell Customer Service...

I have to agree with the "No Macs for Corporate Networks" group. We have about 425 PCs, and about 20 Macs. We have Active Directory, and group policy, and our PCs run great. Managing Macs on a network is much more difficult than the PCs. Add a network printer? PC, no problem, I can do it from my workstation 3 miles down the road. Mac? Not so simple. Apple Remote Desktop, supposedly "VNC Compatible", just plain isn't. And no, I'm not adding the network printer through VNC, it's a VBScript file. Apple is fine for the home (My wife has an iBook, and I'm thinking of investing in a Mac Mini), but they're just a pain on the network.

We have experienced the same issues with our GX270s. Support also said that they wouldn't send us the boards so we laid into our Sales Rep Team. We were recently moved up to mid sized biz and we have a lot better communication and help from our sales team. Our account rep said he couldn't do anything...but when we reminded him how much Dell stuff we buy and plan to buy in the future his tune changed. He wouldn't/couldn't send us boards but he hooked us up with a free back up PC. This was extremely necessary because our POS systems are failing 270s...we can't have one of those go down ever more or less during the busy season since they are so visible to the public. This whole problem got me thinking if Dell really started to perform badly then who would we go to?
As far as MACs go...there is a reason why they are moving over to a PC architecture... http://www.engadget.com/entry/1234000157045779/ not to mention they have been building a secret MAC OS for the PC for years.

PS: If you don't think MACs crash run Quark Express on one..lol.

I work for a company in Alabama that writes medical software. We also provide the server and workstations. We build our servers, but we buy our workstations. We buy our workstations from CSI. Concentric Systems Incorporated. A lot of the workstations out in the field have the capacitor problem you mention. I traveled 3 hours today to go replace a board. Our sales rep has shipped us a closet full of replacements. That really helped. I hate that Dell will not do that for you. Of course, we buy a lot of computers from our distributor.

Time to try Lenovo?

Good idea. I googled the program. Here it is:

http://warrantypartsdirect.dell.com/us/Program/index.asp

I donno if Dell still has it but a few years ago when I was at a different company that bought all Dell hardware we paid to have/be Premier Support. We had 2 techs that had to pass an 'open book' web test and pay about a $100 or something and then we got to bypass a lot of the tech support hoops, we could even have a depo of spare parts.

For a second there I thought you had a picture of my PC. Haha, I just garage-saled one for 2 bucks. a power supply and 7 capacitors later it runs pretty nice.

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  • Jason Powell is the Information Technology Director at Granger Community Church. The views and opinions expressed here are not necessarily those of GCC ...
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