A good Dell experience

I like Dell. I really do. Since I bought my Dimension XPS Gen5 desktop PC a year ago, I have no complaints at all. It’s a great computer.

Over the past twelve months, I’ve called Dell support for some help with a few things. No problems -I’ve not had anything negative with Dell, unlike quite a few other people. So my experience overall is good, and I’d recommend Dell without hestitation.

In fact, I did just that yesterday in helping my sister in the UK buy a new laptop. I recommended Dell, so that’s what she bought.

I’m also impressed with how Dell are dealing with a recent order of my own that illustrates pretty good business practice.

Last week, I ordered a memory upgrade for my XPS. An extra gig of RAM to take the total to two gigs. A very easy ordering process – a quick phone call, chat to the sales guy, get an email offer, accept and return it, and you’re done. I could have done it online, too. Delivery should be within two business days.

Memory must be in big demand, though, as I’ve had two emails since last week advising me of delays in delivery. The latest this morning says to now expect delivery on about August 4. I can also track the progress of my order online.

While I’m disappointed about the delay, I can deal with it as long as I know what’s going on.

What especially impresses me, though, is that they have not yet charged me for the cost of my order. No hit yet to the credit card. That may sound a simple thing. Yet it’s the simple things by which you often judge an experience with a company you’re buying something from.

It’s still far too common for a company to take your money long before you get what you’ve purchased. I’m pleased Dell isn’t one of those.

Isn’t this how every business should behave?

Neville Hobson

Social Strategist, Communicator, Writer, and Podcaster with a curiosity for tech and how people use it. Believer in an Internet for everyone. Early adopter (and leaver) and experimenter with social media. Occasional test pilot of shiny new objects. Avid tea drinker.

  1. Stephen

    Couldn’t agree more. My humble Dell Inspiron laptop has been used for work, uni and home continuously for the last 15 months and has been bashed and bumped a few times along the way too.

    Without tempting fate, it’s been great and I would have no hesitation in recommending Dell to anyone I know.

    That said, the Macbook Pro is looking mighty fine! Very tempted!

  2. neville

    You’re now the 12th person I know, Stephen, who has had no problems with their Dell computer. I’ve also yet to find someone I know with a Dell who’s had customer service issues.

    Maybe it’s a geographical thing. Everyone I know with a Dell is here in Europe, whereas all the stories of Dell hell I read about are in the US.

    Ergo, buy your Dell in Europe!

  3. Rob Safuto

    I’ve been a loyal Dell user for years, now on my third Inspiron laptop. I’ve had my current model for 18 months and all has gone well. I did have a problem buying a Dell refurbished laptop from their outlet a few years back and swore never to buy another refurb.

    My wife has had some problems with her Dell desktop. The motherboard went out after two years but we were able to get those taken care of pretty quick due to choosing a three year warranty.

    The one piece of advice that I have for any business user who chooses Dell is to get the 3yr. onsite service warranty with your system. So if something does happen your experience in getting it repaired will be a lot less frustrating.

  4. neville

    I hear those Macbooks are good, John, yet I think you’d find more bang for your buck with the vast array of other choices out there in terms of what you actually get for your money. Just a subjective view, of course :)

    Good point about the warranty, Rob. I’ve never owned a Dell laptop but I had a Toshiba a few years ago which needed a new system board. The failure happened on the very last day of the warranty. A pretty urgent phone call to Toshiba service and they just said, yes, it’s covered, we’ll come get it. Great service.

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