User 200631

Dell: No Angles Left?

Dell's business model was the corporate world. Since most companies have IT Departments, I would imagine tech support costs for Dell were minimal, and even less so once they outsourced their support staff to India. Unlike Apple or even HP, Dell spent very little on R&D - something they're now paying dearly for. Truly ugly boxes lacking in any sort of innovation. And a company clueless in how to proceed.

I bought a Dell in '98, and while not quite a disaster, I certainly would NEVER recommend anyone do so. Tech support was about the worst - long cue times (over an hour most times) to speak to someone who was difficult to understand, and who would generally be unable to help. I always questioned how publications would give good marks toDell's tech support.

Add to this Dell's policy of NOT supporting their computers once the OS was upgraded (has this policy changed?). Within a year of my purchase, the hard drive died and it took THREE weeks for a replacement. Contrast this with the generic white box I bought at a computer swap meet for $450 in 2001 that NEVER had a problem and where I could walk in to the store with any issues.

Contrast that even further with the Macbook Pro & IMac's we now have - a more robust OS, simple to network, great ITunes integration with Airport Express to my stereo. Add to this truly outstanding phone support, not to mention the Genius Bars, and is it any wonder people are looking at other options.

I have no sympathy for Michael Dell or the company..