July, 2006

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Direct2Dell

Dell and The Better Business Bureau

Posted over 6 years ago

by Lynn Tyson
- 63 Comments
A research report by Moors & Cabot appeared last week that gave an inaccurate picture of Better Business Bureau statistics and observations on Dell’s customer satisfaction. Conclusions drawn from the statistics reflected a lack of understanding how our Direct Model and the BBB work when it comes to complaints. The BBB shared our concerns on how their data had been extrapolated and wrote Moors & Cabot a letter on this point and others, which we have included below. The original report by Moors...
Direct2Dell

The Home Page

Posted over 6 years ago

by Manish Mehta, VP—Global e-Commerce
- 51 Comments
Let's talk about the home page of Dell.com. Many of you have commented about things you liked and things you didn’t like . Here are four of your abbreviated comments to my first post: “Make it easy for me to define systems by my work profile and give me more guidance on what technologies could benefit me more than others. If I'm building it, I'm then likely to buy more" "Why don't you just show me the different products and I'll decide if I want to use it at my office or my house." "The...
Direct2Dell

Dell Store Opens its Doors in Dallas

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 41 Comments
Yesterday we opened the first pilot Dell retail store at NorthPark Center in Dallas, Texas. It's not a departure from our direct model—it's simply an extension of our kiosk strategy . Like the kiosks, we will not carry inventory at this store. Here, customers will be able to see Dell products up close. They can also place an online order right from the store. What will we do with the extra space? We'll use it to showcase different usage environments to help customers envision how they can use Dell...
Direct2Dell

Designed For You, Not the Shelf of a Superstore

Posted over 6 years ago

by Ken Musgrave, Director—Experience Design Group
- 9 Comments
Most people understand that the direct model helps us deliver better value by eliminating the middle man and establishing a personal relationship with our customers. What’s not as obvious is how much that relationship with tens of thousands of customers can influence the thinking of the Industrial Design and Usability of our products. One of the best demonstrations of the advantage we have can be seen by comparing the user interface on our consumer multi-function printer line with those of our competitors...
Direct2Dell

XPS 700 Order Cancelled?

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 21 Comments
Several of you have commented on the blog or the Dell Community Forum that your order has been cancelled. Here's what I need you to do: Go here to this thread on the Dell Community Forum Enter the following information in your DCF Personal Profile (none of this will be published): First Name Last Name Current e-mail address Order Number Customer Number From there, enter a post on that Dell Community Forum thread Once we have this information, a Dell rep will contact you to help reorder your system...
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Prevention Is The Best Medicine

Posted over 6 years ago

by Laura Bosworth, Director - WW Customer Experience
- 30 Comments
Okay, I’ve received some flak (guess I’d better get used to that!) for taking so long to post again. I promise to try to get better juggling my day job with this blogging hobby I signed up for. You want us to be more specific about fixes and give more details of what we are doing. Here are four key changes we have made in the last 3 months, in the US. Rebate Center : We have launched a web “ Rebate Center ” to streamline your ability to find this information. This has been a very frustrating process...
Direct2Dell

No Bloatware, Please

Posted over 6 years ago

by Michelle Pearcy, WW Client Software Manager
- 77 Comments
Lots of chatter these days on why Dell pre-loads so much software on new systems. Several of you have asked about how this software affects performance, some have commented about the sheer number of apps, and others have expressed confusion as to which apps they can remove. For many Dell customers, having pre-loaded software that allows them to play back digital music, edit digital photos, and protect their new systems from viruses and spyware is a positive thing. Does that mean all of our customers...
Direct2Dell

XPS 700: 10 Questions

Posted over 6 years ago

by Mary Joseph Miller, XPS Product Team
- 271 Comments
Everyone, thanks for your patience regarding the XPS 700. We've received a lot of questions asking for more information. I answer some of the most common ones below. We can't always give you all the details, and when we can't, we'll tell you. Before doing that, wanted to confirm that we began building Pentium D and Pentium Extreme-based XPS 700 systems a few minutes ago. We do have a backlog to work through, but production is happening as we speak. 1. Will the XPS 700 support Core 2 processors? If...
Direct2Dell

Comment Moderation Redux

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 18 Comments
There's been some misreportings about this in the blogosphere. Let me be clear, we read 100% of the comments and there is no censorship or banning of users. All comments are reviewed and posted—good or bad—as long as they fall within our Rules of Engagement . We will not ever ban any of you for submitting a request for product support. However, instead of posting these requests for support, I will route them to the teams that can actually do something about it. This process has led to several succesful...
Direct2Dell

Design @ Dell

Posted over 6 years ago

by Ken Musgrave, Director—Experience Design Group
- 38 Comments
Welcome to our first post regarding Design @ Dell. Today, Steve and I will introduce Dell’s philosophy behind design and user experience. As many of you are probably aware, the direct model influences almost everything we do. It allows our design and user experience teams to interact directly with customers at any point in the product development cycle. Our challenge is to continually think through how we can design products that balance aesthetics with functionality. We use feedback from customers...
Direct2Dell

Above All Else—Fix My Problem

Posted over 6 years ago

by Downs Deering, Director—Retail Services
- 32 Comments
All customer feedback matters—whether it comes through our technical support people, Dell.com , the Dell Community Forum or this weblog. The majority of it drives home a common theme: “Fix my problem, now…” Reams of data shows that if we can resolve a customer’s issue in the first one or two phone calls, they tend to be highly (~85%) satisfied. If it takes more than two calls, satisfaction falls off a cliff (~50%). Other external surveys largely echo our findings. Several annual third party surveys...
Direct2Dell

XPS 700 Update... Finally

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 95 Comments
Motherboard Question All XPS 700 motherboards will accommodate Pentium D, Core 2 Duo and Core 2 Extreme processors. What this means: upgrading the processor from a Pentium D to a Core 2 Duo or Core 2 Extreme will not require a motherboard upgrade. If you decide to upgrade down the road, all you'll need to do is swap out processors and update the BIOS, which will be available for download at support.dell.com . Options for Current XPS 700 Customers Due to the delays many of you have experienced, we...
Direct2Dell

XPS 700 Update, Keyghost Hoax and XPS M2010 Video

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 41 Comments
For Dell customers waiting patiently for your XPS 700 , I have news. We will begin shipping within a week from today. Also, I can confirm that we'll support the Pentium D, Core 2 Duo and Core 2 Extreme processors when they are available. Sorry for making you wait, but it's coming. Keyghost just won't die. Just so we're clear, Dell does not install keyloggers. For third-party validation, check out Engadget or Snopes . To one2one reader, Chris: My apologies—I said I would post the link for the XPS...
Direct2Dell

Comment Moderation

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 8 Comments
A few people have asked about how comments are moderated so I thought I’d clarify. You can read our " Rules of Engagement " for more details. Since launch, we’ve posted about 80% of comments and directed 18% to Dell support for resolution. We rejected 2% because they were off-topic, profane, defamatory (or all of the above). Let’s talk about the 18% that goes to Dell Support—smart people like Andrew Durrett and Geoff Knox. They are there to solve your problem quickly and they are ready. You can bypass...
Direct2Dell

No Magic Wands For Customer Service

Posted over 6 years ago

by Laura Bosworth, Director - WW Customer Experience
- 199 Comments
So… you wanna talk about service? Let’s do it. WARNING: this post will be a bit longer than the norm and is just the tip of the iceberg. I’ll kick it off and then we will take it where you want to go. The good news is that we know what we need to do. You’ve been telling us. Our number one priority is to get better at problem resolution. I can almost hear the collective “duh” out there as I write this. But this problem is complex, from finding the right products on the web, tracking orders before...
Direct2Dell

Are We Having Fun Yet? Heck Yeah!

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 5 Comments
Today, Jeff Jarvis says we need to post more frequently, and I agree with him. There’s a reason why we’ve been quiet—Dell one2one’s first four days have been a wild ride. The more than 140 blog posts on one2one have been a healthy mix of positive , negative and neutral . Some comments have been long, and some brief—we appreciate them all. I’ve been working some long hours to sort through thousands of comments and e-mails sent by 23,000 one2one visitors in the last 72 hours (a lot of people...
Direct2Dell

Flaming Notebook

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 49 Comments
Beyond what you've seen in the blogosphere, there is no update on the now infamous "flaming notebook" from Osaka . We replaced the customer's computer and are still investigating the cause. We think it was a fault in a lithium ion battery cell . Update (8-14): Alex Gruzen just published a post that outlines the details of our battery recall program. Dell's engineering teams are working with the Consumer Product Safety Commission and a third-party failure analysis...
Direct2Dell

Real People are Here and We're Listening

Posted over 6 years ago

by Lionel Menchaca, Chief Blogger
- 225 Comments
Yesterday was the first official day of Dell’s one2one weblog and already Jeff Jarvis and Steve Rubel were kind enough to tell us what we’re doing wrong. Thanks for the feedback, guys. We'll keep working to get it right. Shel Holtz weighed in a bit more constructively. Our intention with this blog is to address issues that are important to our customers. Give us some time and we'll prove it. Robert Scoble told us to listen, and to link to the folks who don't like us. First...
Direct2Dell

Un-concreting the Cow Path

Posted over 6 years ago

by Manish Mehta, VP—Global e-Commerce
- 59 Comments
It is hard for me to believe that it has been 10 years for www.dell.com . Back in those days, everything about the website was streamlined—the information architecture, our vision and maniac focus on the user experience. The site was an extension of how we naturally interacted with our customers … directly. We tested the laws of e-commerce in those days by challenging conventional wisdom that complex configurable products could never be sold and supported online. We innovated, we broke glass within...
Direct2Dell

When Less is More

Posted over 6 years ago

by Forrest Norrod, VP/GM—Next Gen Computing
- 23 Comments
Since Dell launched the PowerEdge server line 10 years ago, we have introduced servers in waves or "generations", where each generation is defined by a common set of system technologies—common networking chips, RAID subsystems, etc. The approach makes it easier for customers to adopt those technologies and has been well received, but concentrating change into narrow windows does emphasize those changes. A couple of weeks ago, Dell introduced its 9G PowerEdge servers, an event that for me highlighted...
Direct2Dell

Platinum Plus in the ECC

Posted over 6 years ago

by Cary Gumbert, Dell Global Services
- 3 Comments
Format: wmv Duration: 7:28 Here I provide an overview of our highest level of enterprise support called Platinum Plus, f rom the heart of Dell's U.S. Enterprise Command Center (ECC).
Direct2Dell

Remote Support via DellConnect

Posted over 6 years ago

by Kim Vogelman, Dell Support
- 25 Comments
Format: wmv Duration: 6:05 In this video, I give a demonstration of Dell's new remote customer support offering: DellConnect.
Direct2Dell

Dell's Smallest Notebook

Posted over 6 years ago

by Neeraj Srivastava
- 29 Comments
Format: wmv Duration: 10:22 Here I highlight the latest in the Dell Latitude corporate notebook family - the Latitude D420 - and how it measures up in portability, reliability, peformance and connectivity to its big brothers, the D620 and D820.
Direct2Dell

You Can't Get This Off the Shelf

Posted over 6 years ago

by Ken Musgrave, Director—Experience Design Group
- 12 Comments
Format: wmv Duration: 5:53 Here I point out some key design enhancements to the XPS 700. I also talk about the jet engine and muscle-car influence behind the XPS 700 chassis design.
Direct2Dell

XPS 700 BYO

Posted over 6 years ago

by Mary Joseph Miller, XPS Product Team
- 37 Comments
Format: wmv Duration: 7:51 In this vlog, I discuss the performance features of the new XPS 700. I also talk about Dell's first "build your own" edition, the XPS 700 BYO. It allows gamers to purchase a basic system that includes a chassis, processor, mobo and power supply. All other parts—including the operating system and software—are optional.

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