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  From Storm Session: Help us redesign our Support page for home users
60
Closed
Support page suggestions By Skip,  Dec 29, 2009

To 'piggy back' with what others are stating, avoid superfluous graphics of people hapily and joyously using their Dell computer, make the page as simple as possible, or have a link to a very simplified 'low bandwidth' page.

I have seen some customer support pages that try to incloude advertising and/or video.  PLEASE DON'T LET THE GOOBERS IN MARKETING DO THIS!   If you were having a problem with a new car and went to the dealer for service, would you want the mechanic to refer you to the sales department so you could buy another car, just when you were starting to regret buying the first one?
Skip60.0
  Tue Dec 29 17:47:53 GMT 2009
Comments: 1
Categories: Dell Web Site  Service and Support  
Status:Acknowledged



  From Storm Session: Help us redesign our Support page for home users
80
Closed
Dell Studio Technical Support Chat By mayhew132,  Dec 21, 2009

Fix the issue with Studio systems appearing as "unsupported" by Dell Chat, they used to be supported but now Studio service tags are locked out.
mayhew13280.0
  Mon Dec 21 17:12:11 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


40
Dell needs a hardwere tab to order more upgrads . By redfishingbird,  Dec 30, 2009

I did not order some hardwere for my computer and did not find a thing about buying extra upgrads and would like to do it on line as I work mostly all day ,
redfishingbird40.0
  Thu Dec 31 07:18:44 GMT 2009
Comments: 0
Categories: Dell Web Site  
Status:Acknowledged



  From Storm Session: Help us redesign our Support page for home users
90
Closed
Search by product model too By gabiz_ro,  Dec 14, 2009

Dell download manager is not very useful,maybe can get replaced or removed.
Also you could add searching by model or paralel search by model or servicetag.
Is ok by service tag but in case of missing or not found service tag will be more easy.
At this time using touchpad to browse by model is a little annoying
gabiz_ro90.0
  Mon Dec 14 18:16:25 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged



  From Storm Session: Help us redesign our Support page for home users
80
Closed
Integrate Better with Dell Forums and Recognise The Global Nature of Dell By aikiwolfie,  Dec 16, 2009

The support page needs to be more closely integrated with Dell Forums. Which incidentally needs to be taylored for more than just the US market. Sometimes I get the impression Dell thinks it's support obligations stop at the US border.

Rather than posting a thread in Dell Forums informing us all of an extended warranty to cover a design falt. Post the notice in the help pages where people will be looking for it! Something i still feel quite bitter about.

I'm the proud owner of a dead W2600 and I didn't find the thread in Dell forums telling customers of the extended warranty to cover the "no power" issue until it was too late. When I did finally find the thread the Dell staff could only find me detail relevant to the US and not the UK. And £800+ LCD TV should last longer than 2 years and 6 months.
aikiwolfie80.0
  Wed Dec 16 20:40:43 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


140
Make pricing simpler By girishc,  Feb 26, 2007

Hi,

Currently before buying DELL products, we need to research on a lot of forums for available coupons that can be used to make the price lower. You settle down on one price and buy the product, you find another coupon that offers a better discount. Why all this mess? Make pricing simpler..

Thx,

- Girish.
girishc140.0
  Mon Feb 26 22:42:00 GMT 2007
Comments: 0
Categories: Advertising and Marketing  Dell Web Site  Sales Strategies  
Status:Acknowledged


60
Get the online registration systems working. I have an account yet every time I attempt to sign in I get no such account messages. I'm trying to pay my bill and I cannot get to any site that will allow this. By birdman8421,  Dec 23, 2009

Apparently I cannot get there from here is a common theme on Dell online sites . I need to be able to sign in and pay my bill without attempting to register over and over. This is extremely dumb.
birdman842160.0
  Wed Dec 23 20:06:14 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged



  From Storm Session: Help us redesign our Support page for home users
110
Closed
Better filing system By srones,  Dec 15, 2009

The seemingly random numbeing and lettering system of support downloads means that I either have to rename them individually on my own, or when I forget to rename them, I have to double-click each individual file to figure out what is in the package.  It is not a major improvement, but it would be helpful for a lot of less tech-saavy users to have file names and version numbers structured more appropriately within the standard download areas.  Again, I know that the average end-user could easily do this one their own, but it would be at least a small added convenience -especially for the layperson.
srones110.0
  Wed Dec 16 00:59:48 GMT 2009
Comments: 1
Categories: Dell Web Site  Service and Support  
Status:Acknowledged



  From Storm Session: Help us redesign our Support page for home users
60
Closed
Simplify the Dell support home page By jervis961,  Dec 13, 2009

To begin with Dell wastes valuable space with huge borders, large icons and too much wording. Here's a shot of what is taking up about 70% of the viewable space without scrolling.

User-added image

1. The Dell banner at the top of every page is too large and takes up about 15% of the screen. Shrink the main Dell Banner by taking out some of the dead space.

2. There is no need for the bold titles above the icons since the wording underneath explains it, remove them and save some space.

3. Shrink the border around the icons as well since it isn't needed.

4. Above the icons you have a whole live taken up by "Support station by Dell". Are you afraid that people will forget they are on a Dell site when you still have that HUGE Dell banner taking up about 15% of the page ? Change the phrase to "Support Station" and then you will have room to move the Icons up and save more space.

5. There are way too many options on the left side of the page which makes everything look cluttered. Turn it into a collapsable list under each title to clean things up a bit.

Doing this will allow some of the other options to move up the page and become visible without scrolling. After you fix that I can give you some feedback to clean up the bottom half of the page.





jervis96160.0
  Sun Dec 13 15:14:44 GMT 2009
Comments: 12
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


70
support page By spellit,  Dec 19, 2009

You might consider checking the spelling on your support page.  When the first thing I see is, "I need help restoring my computer to it's (sic) factory settings."  I lose faith in the professionalism of the people I'm dealing with.  It's is a contraction for it is.  The word you're looking for is its (no apostrophe).
spellit70.0
  Sun Dec 20 02:41:38 GMT 2009
Comments: 1
Categories: Dell Web Site  
Status:Acknowledged


90
Make ink ordering easy By swissadb,  Jul 25, 2009

I like the fact that my printer tells me when to order new ink, but I do not understand why -after entering the tag number- your system does not immediately recognise which model this refers to, and which ink it needs. An Amazon like "one button" order would be great. Thanks!
swissadb90.0
  Sat Jul 25 14:29:21 GMT 2009
Comments: 1
Categories: Dell Web Site  Printers and Ink  
Status:Acknowledged


40
There should be global link for live chat By Munna_DaBaBy,  Dec 23, 2009

There should be global link for live chat, so that users can click on the link from any page they are currently browsing. Also, do not require user to enter service tag when they click on live chat. I had a general question, I clicked on Live Chat from Support page and I was required to enter my service tag in order for the Live Chat to be initiated. I understand, the service tag is for proper routing.. but it would be better when the chat is initiated first, ask their question and based on the question, route the user to proper location.
Munna_DaBaBy40.0
  Wed Dec 23 16:44:19 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


110
Sigmatel Windows 7 By hefaeche,  Dec 10, 2009

Please. We need good drivers for Sigmatel sound controller for Windows 7.
hefaeche110.0
  Thu Dec 10 17:23:51 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


90
Premier page getting NOT user friendly By beilkd,  Dec 18, 2009

Over the last few years, the Premier site has steadly got less and less user friendly. Items are too deeply buried and to hard to find. for example: today I needed to get an equote for a usb keyboard for an end user. I used to be able to specify Dell as the manufacture. No I can't. when i look at keyboards I get over 200 choices, even after filtering down to wired and USB. I am getting Only for AJP, On;ly for EMEA. I am getting tons of keyboards for every language BUT english. If you are going to bury items this way, then you need to offer a VERY high degree of filtering. You need to offer as filters:
Language
manufacture
and more
Thank you,

Karl Beil

Mecklenburg County

Information Services & Technology

Purchasing & Contracts Manager
beilkd90.0
  Fri Dec 18 16:02:49 GMT 2009
Comments: 0
Categories: Dell Web Site  
Status:Acknowledged


50
Dell Phone Numbers By larrywilliamson1,  Dec 21, 2009

I would like to see Dell put one page on their site that lists the various department phone numbers.  I've been trying to find the number to call to purchase an extended warranty for my new Inspiron 1545 and have not been able to find it.  I suppose I'll just call 'a' number and see if I can be transferred.  Hope I don't end up in the Philippines.
larrywilliamson150.0
  Mon Dec 21 19:25:46 GMT 2009
Comments: 1
Categories: Dell Web Site  
Status:Acknowledged


100
Driver Feedback By shimsim,  Dec 4, 2009

 It would be helpful if there was a way to submit feedback relating to drivers / driver updates directly on the site.

Having just updated by BIOS I noticed the audio device causing all sorts of new problem. Without having any direct way to give feedback about that specific update, I had no option but to post on the forum and wait and hope for some feedback.

If each driver / driver update had its own mini wiki style support page, both end users and dell developers could get more focused and accurate information on driver issues.

As it stand I am not sure (other than calling tech support and spending a lot of time going through the full phone support process) how to report this problem and how to get feedback on it.
shimsim100.0
  Sat Dec 05 05:44:25 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


70
Web site slowness to changes By shivs,  Dec 18, 2009

i have noticed other Dell users who have the similar problems with newer models like i do

i have a Studio 1745 laptop and want to add a hard drive, but when i go to the Dell Store, it only shows a Studio 1735 -- no other models which do exist

finally, in talking to tech support, i see that their web site is behind their newer models ... Dell should note that if you have a new model than listed, you should call the Dell Store directly and to indicate when to expect the website to be updated for you model

even my service number was not found because its model was too new

i have wasted well over 10 hours trying to find out what 2nd hard drive to put in my laptop ... finally, i was told that their website is not up-to-date

not a problem but if their website had indicated such, i could have save MANY hours of contacting Dell and searching the Internet -- wasting my and their time
shivs70.0
  Fri Dec 18 21:51:29 GMT 2009
Comments: 0
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


70
Where IS it? Tried to order a Dell UltraSharp 2408WFB 24" for a friend By phubert,  Dec 11, 2009

I just looked for a 24" 1920x1200 Dell Ultrasharp 2408WFB I was thinking of buying for a friend...

The monitor is ON the web site, but when I clicked on check pricing and selected first Home/Home Office then Small Business, the monitor wasn't available under either segment.

I see it from various third party suppliers as NEW.

Does Dell have some equivalent alternative???

What's up??

WHY does DELL make it SO HARD to BUY FROM THEM???
phubert70.0
  Sat Dec 12 01:31:25 GMT 2009
Comments: 5
Categories: Dell Web Site  
Status:Acknowledged


120
Accessories for Dell Adamo Should Be Easy to Find By geomat,  Jun 17, 2009

I'm trying to search around the accessories site to purchase the display port to VGA adapter for my shiny new Dell Adamo but these adapters aren't anywhere to be found on the site.  In contrast, if I go to Apple's online store, display accessories for all of their models are very easy to locate.  In this case, I'd love to give you my money, but I can't figure out how to find the product I'm looking for so I can't!

All the best,

// gm
geomat120.0
  Thu Jun 18 05:46:20 GMT 2009
Comments: 0
Categories: Accessories (Keyboards, etc.)  Dell Web Site  Adamo  
Status:Acknowledged


70
Attend to Customer Service By regg1ster,  Dec 4, 2009

You have recently made it impossible to download the updates (recommended on your website) - by invoking a new "download manager".

READ THE BLOGS.  GET BACK TO SATISFYING YOUR CUSTOMERS - FIX IT.  

We should not have to go to the "Solutions" folks and pay money to correct a (software) problem you have caused.  What good are the updates, if we can't get them?

... a not so pleased customer, after spending over 6 hours on the chat support line lines - to learn that I have no software warranty in effect - and have pay to fix a recent problem -  that was not a problem until you changed something ... there are other suppliers of laptops. 
regg1ster70.0
  Fri Dec 04 19:51:30 GMT 2009
Comments: 1
Categories: Dell Web Site  Service and Support  
Status:Acknowledged


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