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220
Premier Page By mmcnally,  Aug 5, 2009 Wed Aug 05 17:11:06 GMT 2009

I really hope a complete overhaul of the Premier page is coming soon.  It is the slowest and most useless site I have to deal with!
It never has correct information, loses carts constantly,  and the speed really makes me avoid using it.  I would probably order more than computers and toner from Dell, but instead order from CDW because I can actually find things there, and it does not take 15 minutes to place an order.

Premier is a good idea, but it just does not work.  None of the computers I have purchased from Dell show up on the premier page, so I end up using the regular support page and a local database of service tags.  When I do order, I have to re-type all the information -(name, phone# etc.) as it is all wrong.  It constantly asks me to enter my username and password when accessing other parts of the Premier site, and opens new windows instead of using the existing window--Really annoying!!

Dell needs to stop caring about the color scheme and the love of Adobe Flash!  We need speed and accuracy not Flash!

Above all, make it work...  You competition did and Premier has to be costing Dell  $$$$!

Mark
mmcnally220.0
Comments: 3
Categories: Navigation  Cart / Configurator  Content  
30
Have one set of prices, one store, and KEEP IT SIMPLE By ztirffritz,  Nov 16, 2009 Mon Nov 16 20:04:18 GMT 2009

Why does Dell have at least 3 different prices for every item depending on how you enter the Dell Website?  It is frustrating having to login to the website a bunch of different ways to find the best price.  Make it simple - 1 price, take it or leave it.  Instead, you have a Small Business price, Large Business Price, Home User Price, Govt Price, etc.
ztirffritz30.0
Comments: 0
Categories: Content  Search  Site Management  
30
Online Ordering - Advanced notice about line changes By reginaknight,  Oct 21, 2009 Wed Oct 21 14:36:17 GMT 2009

I've been responsible for IT equipment purchases for the two universitities in our town for 25 years now, both Dell sites. At the first, we purchased exclusively Dell before Premier was even born, so I've been thru alot with Dell and Premier. Here are my current concerns:

1 - Placing orders online from equotes
- right now, I have to purchase each equote individually and follow the entire checkout process for each - even if they are all on the same Purchase Order. I'd like to be able to purchase several equotes on one order and enter the quantity for each equote, then check out ONE TIME.  I generally create new equotes (qty=1) each month for my standard desktop, std laptop, power user desktop & power user laptop - then, as need arrises I use those equotes until they expire. Imagine I need machines from each category (equote) and then I need to add printers or other perpherials. . .  begin to get the idea about how many times I have to use the REALLY SLOW SYSTEM & CHECKOUT process?  Come on Dell, help us out here.

2 - Placing orders online from quotes (not equotes) - on large quantity or specialty items, my rep creates quotes for me. I'd like these to also show up in my equote bin - after all, he's creating them under my customer number, right? I want to place my own orders (did I really say that after complaining about the painful process?) because I want to code the descriptions and PO numbers to my specifications.

3 - Content - Tech specs - In years past, when configuring machines from Premier, I could always click on the picture of the item and it would take me to a full tech specs page which I used often to educate myself about the difference in machine lines. That no longer seems to be the norm and dang if I can find full tech specs anywhere. My sales rep response time has been inadequate in the past - about 50% of the time it takes 12+ hours and once he failed to respond at all on a $50k server project until I emailed his boss. Response issues seem to be improving, but even when I get him on the phone/email, he doesn't always know the answers to tech specific questions and has to investigate before responding. Tech specs on the site would resolve much of this.

4 - Surprise line changes w/o notice - At my previous university, I had a different sales team. Part of the NORMAL way of doing business with that sales team was they kept me informed in advance about expected changes in machine lines (systems that were scheduled to be discontinued, new product lines, etc.). This information was then factored into our tech refresh plans. For instance, in January 2009 Dell phased out the Latitude D series and replaced it with the E series. The D series had great tech reviews, the E series reviews are dismal for a Dell (barely 3.25 stars out of 5 on Dell's own website, and if you read the reviews they are skewed upwards by non-techies who only made one purchase when the techies who make multiple purchases for their organization give it closer to 2 stars). Had I known the D series was going to be phased out in October, I would have purchased D830s for future use to give Dell time to work out the bugs on the E series but didn't have the chance. Also I had a stock pile of D-docks awaiting new D series machines to be ordered as needed but then I couldn't get the d series notebooks. Surprises like this are not condusive to good partnership relationships. I'd like advance notices from this university's sales team as well. 
reginaknight30.0
Comments: 0
Categories: Cart / Configurator  Procurement Workflow  
130
Slow By Wittigpc,  Oct 12, 2009 Mon Oct 12 19:54:40 GMT 2009

I don't want to sound like abroken record, but I just spent 6 min just logging in and trying to get to where a can configure a system.  Just as I am expecting to finally get to where I can configure the system, the page comes up:
The page you requested may no longer exist on Dell.com

I don't even know what to say about this....



Wittigpc130.0
Comments: 0
Categories: Cart / Configurator  
140
Could the Dell web site be any slower? By JCONFREY61,  Sep 14, 2009 Mon Sep 14 17:00:13 GMT 2009

SIte is painful at best to navigate.  You know it is going to be a bad session when just getting to the Premier log on screen is over 10 seconds to show up.

It gets slower from there 
JCONFREY61140.0
Comments: 0
Categories: Navigation  Sign In  Stability / Performance  
70
Slow slow slow and where are all the products?? By golfislife13,  Oct 19, 2009 Mon Oct 19 20:47:15 GMT 2009

I haven't been able to log in all day.  This site has been slow for months now.  When I do get in, I can't find all products Dell sells.  I can configure a blade server, but there is no blade chassis to be found.  How can I come up with a ballpark estimate for management if I can't even find the products?  Not all laptop models can be found either.  We don't need the top of the line Latitudes, some times we just want Studios or Vostros, but we can't see them on our Premier page.  Why can't we see all products?

golfislife1370.0
Comments: 0
Categories: Full Product Catalog  Product Pages  Stability / Performance  
230
Just getting the basics working whould be a great enhancement By Peanut,  Aug 31, 2009 Mon Aug 31 14:55:58 GMT 2009

1)Slow   Slow    Slow

2) If my sesssion times out all my work is lost. I get to the end of a quote and walk away for a minuite and when i come back an error message says we're sorry etc. and i have to logback in and start all over.   very irritating.

3)Product organization:  Servers for instance. If i select servers i get all servers, rack mount and  tower, and not in any particular order.  Sorting by price didn't seem to work. If i choose just tower servers, i don't get the full array of tower servers, so if i want one that isn't listed there i have to wade through both tower and rack mount servers.

4) How about putting the same help info about components you have on the regular site on the primier site?  when i'm doing a server quote and i run into something i'm not sure of--which array adapter, drive config,  or an explanation of  the various warranties etc--to use i have to go somewhere else to get it. Often when i get back to the quote---you guessed it---it timed out and i have to start over......

Thanks!

Peanut230.0
Comments: 0
Categories: Product Pages  Stability / Performance  
20
The Premier Site is a marketing failure By rogerc,  Nov 11, 2009 Wed Nov 11 17:38:35 GMT 2009

For almost 10 years we have been steering all of our consulting clients to Dell hardware and sourcing items not available through Dell through CDW which is local to us.  When we first started we had friendly and eager salespeople to process our orders which happened quickly and efficiently.  We developed a very strong brand loyalty to Dell.  Over time  the salespeople have been driven into the background and the ordering process has been made incrementally more difficult with the addition of more and more obstacles.  The order process is now so painful that we almost regret talking up Dell so much for so many years.

Last year after getting seriously embarassed by some of our clients' experiences with the order process we started steering some of our clients toward CDW for all of their purchases.  They are experiencing the happy, efficient service we used to love about Dell.  Their website is easy to navigate, every piece of information is almost instantly available and every tool works.  What's more, the salespeople perform followthrough on orders that result in more orders.

The Premier site and all of the bad marketing decisions that it represents show a serious failure to understand the marketplace.  If Dell loses the market that is the target of the Premier site it will be a great shame to the hardware engineers who really know how to do their jobs.
rogerc20.0
Comments: 0
Categories: Navigation  B2B  Stability / Performance  
10
Perhaps there's a world outside of constant access to Premier on a Windows PC By ThatWouldBeMe,  Yesterday Thu Nov 19 19:13:08 GMT 2009

I'll start by echoing all of the other comments about speed. Goodness, I've other things to do than wait for the page to change from one screen to the next.

Secondly, the amount of mis-information presented is often ridiculous. For example, suppose I want to purchase a 1U Intel server. Dell's server configuration is a real strong point, sometimes. I can choose from an R200, R210,  R300, R410, R610. What's the difference?  It's too hard to look at just those, so I 'Narrow my selection' and click on 1U for Server Form Factor. Great. Now I can see... the 200 and 210. Are the others not really 1U? OK... I'll unselect the 1U, and muddle through. I now see that there are 48 results. On the first page, the 610 and 410 are both listed 4 times. At least in this view I can understand what the difference is between them.

I'll select the 610. Look at the processor choices..! Is Turbo faster than 800Mhz? What's an HT? Going way back to the first page, the 610 is supposed to come in quad core and dual core configs, but you can't see that here, without searching all of the processor types..

So, I continue spec'ing (by artifice and magic) out a server, painfully running through the line items (memory is particularly difficult... a menu of layout, amount, speed, type, etc would be so much better than the long (in this case, 40 or so) list of  options. Same wiht the OS, but the list is now closer to 60.

Now we get to controllers. No where can I find out what the difference is between a PERC and a CERC. (Yes, I know, but it's a good example).

The endless and irrelevant software section comes next. A collapse all section would go a long way to addressing that.

Having spent 25 minutes poring over search results, someone walks into my office with a question. I then have to go to a meeting. I come back an hour later, and I've been logged out, and the configuration I had is now gone.

I place a call to our network group regarding who their buying servers from now, because I just can't take it anymore.

While we're at it, I was looking at blades last night. Of course, I'm not allowed to get even a ballpark estimate of what  a blade enclosure is going to cost. I also found out that if I order a non-redundant power supply, it may delay my ship date. If I order a redundant power supply, it may delay my ship date. Really, I expect the guy who wrote these things to pop up and tell me he's here until Thursday, and I should try the veal and tip my cocktail waitress well.

Further, and on a completely different issue, I find it quite surprising that I get absolutely no notification from Dell that there's a coming line change and introducing the new line. I buy a fair number of Optiplexes per year. Wouldn't Dell like to tell me to why I want to buy the new 760 over the 755s I've been buying?

On the other hand, I am appreciative that Premier now works with browsers other than IE, although I fear that that might be due to the efforts of the browser, rather than Dell.

ThatWouldBeMe10.0
Comments: 0
Categories: Cart / Configurator  Content  Stability / Performance  
30
Disruptive Site Maintenance By Clifford9999,  Oct 15, 2009 Thu Oct 15 20:35:10 GMT 2009

Please stop performing major site maintenance in the middle of the business day.  And if you must do this, send an email announcing this in advance and post a meaningful message about what's going on and when the system is expected to be available.  Every time there's a major catalog change, my standard configs and/or full catalog completely disappear from the website with no explanation or expected uptime.    It's been that way all day today.
Clifford999930.0
Comments: 0
Categories: Full Product Catalog  Site Management  Standard Configurations Catalog  
10
Adding PO number to all correspondence concerning a PO By krava,  Yesterday Thu Nov 19 16:03:17 GMT 2009

When I fill out a return form on the Dell site, I always state “you must reference our purchase order number on all correspondence”.  However, this does not happen, as you only reference your numbers on all correspondence.  This causes confusion because I have no way of searching in our system for your numbers.  Therefore, I cannot find out what PO you are contacted me about.  In this day and age when companies are trying to go green, I do not printout emails.  Instead I make notes within the non-searchable area of the PO which is the only area of the PO that is available to me to make additional notes.  Without having our PO number, I cannot find out who requested the return and where I should forward your emails and the UPS call tags.  Please change something on the on line returns form, which does ask for our PO number, which will insure that the PO number shows up on all correspondence.

Thank you for considering my request for improvement.

krava10.0
Comments: 0
Categories: Service and Support  Community  E-mail Notifications  
270
Pricing Ambiguities Across Platforms By PearlJam73,  Jun 8, 2009 Mon Jun 08 17:55:42 GMT 2009

 Hey Folks,

It becomes difficult and time consuming to quote items multiple times to either find the best price, or make sure that I'm priced at retail.

I'd love to see the premier price, partner portal price, and public price when quoting systems on the premier page!

Chris


ADMIN NOTE:  Reseller and Partner pricing is an ongoing area of focus for our Global Online teams.  As we work towards development of solutions in this arena, our Online Marketing team will communicate any coming enhancements to your Dell Account team.

Thank you for using PremierStorm.

PearlJam73270.0
Comments: 6
Categories: Cart / Configurator  Price Lists  Procurement Workflow  
Status:In Progress
400
Speed - Why is this web site sooo slooooow? By Woody2,  Jun 8, 2009 Mon Jun 08 21:47:00 GMT 2009

This web site is brutal.  I don't understand why it is so slow, and why Dell management finds it acceptable.  It is a terrible reflection on Dell equipment and Dell management. This is not a recent phenomenon, it  has been true for years.  Why?  Why does management tolerate it?

I agree with many of the other suggestions - there are many excellent postings, but they are all secondary to response time.


ADMIN NOTE - Thank you for your comments.   We have noted a degredation of performance and stability and we have assembled a task to focus solely on improving the customer experience with several releases in the June - August 2009 timeframe.  We are also making changes to our content management system over a slightly longer period but the expectation is that we will be able to provide richer content aligned with our customers expectations. 

Thank you again for using Premier and PremierStorm.
Woody2400.0
Comments: 0
Categories: Stability / Performance  
Status:In Progress
10
Ability to generated (PDF) Spec Sheets and/or branded quotes from Card or eQuotes for customers By mahandy77,  2 days ago Wed Nov 18 14:36:48 GMT 2009

I spend a lot of time re-generating spec sheets and communicating to the customer exactly what they'll be getting for what price.

It would be nice to see a feature that would generate a PDF (free of prices as not to give away reseller discount) that could be passed onto the customer. 

Along those lines, it would be cool if the site would allow generation of PDF based quotes that gave the reseller a chance to input their own prices and perhaps upload a custom logo to "brand" the quote sheet...of course it would still say "DELL" in big letters on it somewhere.
mahandy7710.0
Comments: 0
Categories: Checkout  Reports  
10
Simple system configuration/find/filter By Vaulcul,  3 days ago Wed Nov 18 00:01:49 GMT 2009

I'd like to have the ability to optionally choose the type of hardware (ie. processors, Hard drive size, etc.) I want (or my client wants) and then be given a categorized list of computers that meet those specs.  I'd also like to be able to save, duplicate, and modify those searches, so that they're easy to find later on.
Vaulcul10.0
Comments: 0
Categories: Cart / Configurator  Product Pages  Search  
10
site is not helping me By bsteve,  Nov 15, 2009 Sun Nov 15 11:17:42 GMT 2009

I know I am echoing other comments, and I just have to add mind.

  • Even early on a Sunday morning, the site is way slower than a well designed Microsoft .Net site should be (speaking as Microsoft .net developer). What is wrong?
  • The site is clunky, impossible to easily compare products, harder and harder to even have my own team use it to find stuff for ourselves or clients.  For example, as I'm sure you know, the checkbox selectors on the left don't work. To take one simple excample, try selecting Studio laptops and than saying Studio or Studio XPS. 
  • The familiar business oriented Latitude line is by far the worse supported. Why should it be so hard to even see the screen size on the current Latitudes? This is nuts.
  • What should be there for business users is, enter a current service tag/model number and get suggestions on an upgrade, replacement, additional units. If the idea of Premier is to support long term business customer relationships, should the site be geared to those who have Dell and want more? Put in Latitude D620 and see, this is closest match and offers these improvements, or you might also consider x or Y. (Yes, take a little bit from Amazon.)
  • Instead, there is pitiful, overlapping descriptions of products lines, as if each product line's marketing team had written separate copy and no one compared it. Five years ago, I could tell any one how to evaluate the Dell product line of the moment. Now I feel that to make a choice, I have to go on a magazine review site, compare there and then see if I can make a choice on dell.com.
  • What I fear most is that the dell site mirrors the current public image of Dell as a whole, despite the glitzy, colorful touches on new models--that Dell is slow, disconnected from its customers, only superficially keeps up, etc.
I hadn't planned on such a rant, but it's such a pleasure to be on a site that works (apparently based on salesforce), I'm reluctant to go back to the early morning business at hand.
bsteve10.0
Comments: 0
Categories: Sign In  Stability / Performance  
150
Slow By aardvark,  Sep 30, 2009 Wed Sep 30 19:19:22 GMT 2009

I have a hard time believing that you can help me obtain maximum performance from my servers when your site is so slow.  It doesn't matter what your field reps claim you can do for me, seeing is believing.  If you want to move up the food chain you'll need to take care of your own house first.
aardvark150.0
Comments: 0
Categories: Stability / Performance  
120
10 things I hate about Premier and should have been fixed 4 years ago. By Robertm73,  Sep 30, 2009 Wed Sep 30 15:06:41 GMT 2009

1) Slowwww....I know other have said but this site is terrible.
2) Login -Slowwwww...Really come on.
3) Why are my custom links not shown on the home page? 
4) Why can I not open a chat window to my sales team?  Or at least see if they are online.
5) Reporting- terrible and painful to use
6) when I click on support, it should have all my asset tag and should be filterable by Product type or order date.
7) why my premier not the home page?
8) why is the quoting system used by my rep differnt from the online order page?
9) when I buy a system it should be combined with other system to provided a comphremisve notifitation list of driver changes.
10) why is the whole account tema not on here? Where is my ASAP reps?
Robertm73120.0
Comments: 1
Categories: Navigation  Procurement Workflow  Standard Configurations Catalog  
60
Unacceptably slow By JP153,  Oct 15, 2009 Thu Oct 15 14:44:26 GMT 2009

I have time to play a game of "solitaire" while I wait for the next page to load.
This is beyond ridiculous.
How do you expect customers to actually have the patience to go through such a painful site to place orders ???
JP15360.0
Comments: 0
Categories: Navigation  Search  Stability / Performance  
60
Slow Site Performance / Access (Again) By COM1,  Oct 9, 2009 Fri Oct 09 15:02:17 GMT 2009

Greetings,
I've been a Partner and now a Premier Member for the last 2 years.
I have not seen any imporvement on site performance/ uptime.
The site is often slow.
My ability to navigate the "product" pages was down until I emailed my rep who took care of the problem. (Thanks Kenneth)
COM160.0
Comments: 0
Categories: Navigation  Stability / Performance  
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