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Thread: Questions to ask Dell

  1. #1
    Senior Member Scott B's Avatar
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    Questions to ask Dell

    As indicated in my previous post, I will be Interviewing Kathy Scheider from Dell later this week. Kathy is a senior EMEA channel exec for Dell so the interview will be mainly channelly stuff I'm afraid, but should be interesting because Dell only abandoned its direct-only model a year or so ago.

    So specific questions about products may fall outside her remit, but as ever I will try to ask as many of your questions as possible.

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    Re: Questions to ask Dell

    1. what made dell completely change there business model? surely their old business model enabled users to get the latest spec systems customized to their needs at a cheaper price?

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    Re: Questions to ask Dell

    Any truth to the rumours of microsoft buying dell ?

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    Flat cap, Whippets, Cave. Clunk's Avatar
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    Re: Questions to ask Dell

    Why do they charge £40 for a tiny bit of metal for a second hard drive cage for a Vostro 1700?
    Quote Originally Posted by Blitzen View Post
    stupid betond belief.
    You owe it to yourself to click here really.

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    DILLIGAF GoNz0's Avatar
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    Re: Questions to ask Dell

    dont forget the pizza question

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    Comfortably Numb directhex's Avatar
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    Re: Questions to ask Dell

    How are sales of their Linux-based Mini compared to Windows?

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    Re: Questions to ask Dell

    Q) How many customers are choosing to downgrade from Vista to XP? (just out of plain interest)

    Quote Originally Posted by GoNz0 View Post
    dont forget the pizza question
    What pizza question is?

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    Formerly known as Andehh Andeh13's Avatar
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    Re: Questions to ask Dell

    Q) What are Dells views on call centres abroad (India for example) vs UK call centres?

    Q) Do they have any statistics on customer satisfaction?

    (I ask because the few times i have had to call them i found them very unhelpfull and i was bounced between a few 'reprsentatives' before i received a suitable answer - putting me off Dell considerably as a result)
    Last edited by Andeh13; 09-03-2009 at 04:06 PM.

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    Senior[ish] Member Singh400's Avatar
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    Re: Questions to ask Dell

    Quote Originally Posted by Andehh View Post
    Q) Do they have any statistics on customer satisfaction?

    (I ask because the few times i have had to call them i found them very unhelpfull and i was bounced between a few 'reprsentatives' before i received a suitable answer - put me off Dell considerably as a result)
    Strange, I'm onto Dell at least one a month and they are always helpful. Yes they read from a script, but just follow it and then ask questions later on. Also, I always receive an email afterwards asking me to fill in a customer satisfaction survery.

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    Re: Questions to ask Dell

    Quote Originally Posted by Singh400 View Post
    Q) How many customers are choosing to downgrade from Vista to XP? (just out of plain interest)

    What pizza question is?
    i suggest you go watch the MSI interview

    mines a dominoes full house minus beef and pineapple, plus double jalapeño

    hot hot

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    Re: Questions to ask Dell

    1) Do Dell have any plans to Launch an atom powered system similar to the EEE Top and the MSI product?

    2) Do Dell plan to target business users with netbooks or still focus purely on consumers?

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    Re: Questions to ask Dell

    Quote Originally Posted by digit View Post
    1) Do Dell have any plans to Launch an atom powered system similar to the EEE Top and the MSI product?
    optiplex 160 stylee then but probably better colours needed for home users
    Quote Originally Posted by Ephesians
    Do not be drunk with wine, which will ruin you, but be filled with the Spirit
    Vodka

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    Re: Questions to ask Dell

    Why have dell switched all their sales/ tech support and any other contact numbers from 0870 -> 0844 numbers?
    (yes it will be for Dell to make more money from the calls - but I want to know their foney excuses)

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    Re: Questions to ask Dell

    Do they plan on releasing their Mini product line with 3G enabled cards to the channel, or just through telcos like Vodafone?

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    Re: Questions to ask Dell

    Quote Originally Posted by Singh400 View Post
    Strange, I'm onto Dell at least one a month and they are always helpful. Yes they read from a script, but just follow it and then ask questions later on. Also, I always receive an email afterwards asking me to fill in a customer satisfaction survery.

    I spose it is very much each to their own, first call was over the computer not booting, and desbite me telling them id been building computers for years, had already tested the HDD and knew it was faulty, they still insisited on umming and arring and thought it wasnt the HDD, then made me run lengthy tests on everything then concluded....a new HDD was needed (refused to send new one, till we had sent them faulty one, wasted few more days etc...).

    Second was over a request for a new installation CD (was my girlfriends PC, we were at uni, disks were at home but family couldnt find them). Called up and explained the problem, and very politely asked if they woudnt mind sending us a new CD (she had spent £500 on the PC less then a month ago, seemd a reasonable request). They agained ummed and arred and said they couldnt, even offering to swop the computer for a new one(!) (apparently the disks couldnt be separated from the computers..). ended up me downloading Windows XP & just using their serial number for it.

    Left a sour taste in my mouth a bit, lot of time wasted for relatively simple issues.

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    Re: Questions to ask Dell

    Quote Originally Posted by Andehh View Post
    Q) What are Dells views on call centres abroad (India for example) vs UK call centres?

    Q) Do they have any statistics on customer satisfaction?

    (I ask because the few times i have had to call them i found them very unhelpfull and i was bounced between a few 'reprsentatives' before i received a suitable answer - putting me off Dell considerably as a result)
    This - I've experienced this and been bounced about 7 departments, sales referring me to tech support for a part number, tech referring me to sales. Even when you give them a server tag number they pass you through to laptop tech support etc. Also when you are dealing with someone at Dell via email, and ask them a (sales) question about the item, they just say "call sales" they don't seem to go the extra mile to be helpful, and says "Call sales on 08... phone number" or "hang on let me find out who you need to talk to... I'll get you his number" etc.

    Also the whole capacitor issue - are they sure this is behind them? Could they have dealt with this better? They extended the warranty to 5 years and when we reported problems within the time period they would replace the motherboard, but with other companies they gave them spare motherboards, but not us. We felt they could have dealt with it a lot more proactively.

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