Am I Crazy To Consider A Dell?

I want to get a 12.1 inch ultra portable notebook and I am eyeing the Dell M1210. I am also eyeing another one where the customer service is A+. My greatest concern is that it's a Dell and everyone's telling me don't get a Dell. So here I am on the Dell forum asking this question - if something goes wrong with the Dell XPS M1210 is there actually someone at Dell who will be able to help me and fix it? I would pay for the three year Complete Care warranty package. But I do not have patience to sit on hold for three hours and talk with someone who has no clue what a computer is. I would like to know what Dell's customer service is like - will they actually be able to take care of any problems that might come up and are they responsive?

 

Well, for me, I have had a great experience with Dell. When i had questions or problems, they were very prompt. Most of the time, you hear about the bad cases rather than the good cases. But, it is up to you.

 

All the laptops and desktops that I've purchased have been Dell, and I have'nt had major problems with them that I could'nt fix myself.And when I did call Dell for support they got right to the problem,and Know many others that were satisfied with the product and service so I guess it would be on you to decide.
All the best CATH

 

Me too, i was VERY impressed that they processed and shipped my order on a weekend. the only people who don't like dell anymore are just holding a grudge, and they are missing out. Dell has pretty good quality now, its official. They have really good prices too. Almost all people have great experences with dell, i have, and will definantly buy from them again, if they have a good deal, which i am sure they will.

 

You know those people who speak as if they have experience based on what they heard? "The Olive Garden sucks", "That store doesn't have anything", "Hawaii is overrated", etc.,

It's basically the same thing. If you ask the same people, I bet most of them have never purchased or even researched Dell.

I have nothing but great things to say about my E1505 or 9100.

But, after reading your post, you say you want an ultraportable and I believe that category is under 4 pounds. The M1210 is significantly heavier than most 12 inchers (I believe 5 lbs with a 9 cell?). Unless the dedicated graphics card is a must, maybe you should look a little elsewhere. I hear the Toshiba U205 has some pretty good spots. I can't vouch much for their customer service, though.

 

If you are looking for portability, go for iMAC G4

 

My E1505/I6400 is almost 2 months old. Everything is working wonderfully, and I haven't encountered any problems so far. To say the least, I'm very satisfied with my order.

As for the customer service, I've only used their chat service (to ask for the free backpack), and was satisfied with the result.

Goodluck Cath! Hope you find the lappie that you're looking for!

 

Hey everyone - thanks SO MUCh for responding so quickly. I'm feeling a lot better about considering Dell after hearing all this good feedback. I just had to ask because I am really liking the specs on the XPS M1210 but every day, people are saying don't get a Dell. They don't even have Dells and they're saying don't get a Dell. So I think you're right in that some people are just basing their statements on things they've heard, not personal experience. I guess my greatest fear is that if I have a problem I'm on my own and that's a scary thought!! So I want to know that that Dell will back their product. About the ultraportable consideration - I can see that the M1210 is not really ultraportable - certainly not as small and light as my current Fujitsu P5010D (which I have loved) - but I am willing (I think) to add a little extra weight to get more power and lcd real estate. I'm going to keep reading up here and hopefully I'll make the right decision. I appreciate all the help I can get.

 

This is my third Dell system. I haven't liked all the Dell systems I've worked with, but my current D620 is quite good. I'm pleased with the quality.

 

I've owned 2 dells and have a third on the way. I didn't order the third because I am thrilled with the technical assistance.

The first Dell was a desktop (bought back in 2000). I've had few problems, and the problems I had were easily solved with the help of customer assistance. That was back when you got someone from Colorado instead of Bombay.

I bought an Inspiron 5160 in 11/04. By June 05, it couldn't see the hard drive. It took about 5 calls/chats with customer service. None of the reps seemed to comprehend what the previous one had said. At first they did not want to talk to me because I could not remember the phone number I used when I originally ordered the system.

The computer could not see the CD drive. I removed it, reinstalled it, did everything they said. They finally shipped a new drive, but shipped it to the address that I had when I ordered the system, despite my telling them otherwise. Finally I got it. Installed it. Didn't help. They told me someone would call in 24 hours (I had the full on-site warranty). I shipped the drive back, but that didn't stop them from sending me emails about how now I owed them for the drive since I hadn't shipped the old one back. Finally, about 3 weeks later, they had me FedEx the machine to Anchorage (from Kotzebue, Alaska). They did provide 24 hour turnaround once I shipped it, but that was 30 days after my original call.

I received the machine back, and it worked for about 6 months. Now it is doing the same thing, and I'm going to have to go through all this again. Clearly, the 5160 gets too hot, and I think it is a motherboard problem, not the drive per se.

All that being said, they do eventually come through. You just have to get in the right head space before you start to deal with them.

I am not willing to give up on the company due to one machine that has given me problems. And if you are persistant, you will come out ok. But it's a huge distributed bureaucracy, and you have to deal with it as such. I find the online chat works better than trying to deal with them by phone.

 

I'm on my 2nd Dell laptop. Never had a problem with the first. The only suggestion I would make is use Dell chat instead of calling if you have a problem. There is almost zero hold time. Also, what company has great customer service? I've heard/read about horror stories from every top brand. Is there someone out there that doesn't outsource?

 

even though I've only own my very first notebook and its a Dell for 2 months but I'm very happy with it , absolutely no problem at all

 

Honestly, Dell's Customer Support is ok. They treat you kindly and they answer every question. Though when I was getting my recovery disks, they were just a little ill-minded (delivered them to the wrong state )

 

I'm on my second Dell laptop right now and have never had to use Customer Service. The only problem with my old Latitude C640 is a broken hinge and a non-responsive CD-ROM, but the thing is 4 years old and thus out of warranty anyway. But that's still not bad for a 4 year old computer.

The thing you really need to realize is that with an XPS you will not be getting the same customer service as everyone else. Dell tends to treat their XPS customers better because you pay a premium for the XPS. It's pretty much the same with Small Business purchases, which is why I went for the M90. CompleteCare is also a good decision. Combine that with the fact that you're getting an XPS, and I'm sure you'll get outstanding customer service. You always here horror stories because they're usually concerning Inspirons bought through the Home department, and that customer service is outsourced to India and is usually pretty hit or miss. But I've heard nothing but good comments on the XPS service and support. My next laptop will probably be a Dell as well.

 

Yeah ive had a great time with dell on my old desktop, and ok on my 1210. Its badly messed up because of something I did. Ive called XPS support a total of 7 times, all of which I was never on hold for more than 5 minutes, and the people were very helpful. On the 7th time after doing everything to fix the problem, including getting new memory and a total re-format, Dell is sending me a whole new notebook, free. The XPS support is top notch. Ive used techsupport with my old Dimension desktop (out sourced) I will never buy anything other than an XPS again because the support is that much better.

 

The screen on my M90 had a small amount of like leakage - I could have lived with it, but I called them, they sent a technician to replace screen next business day (on site warranty).
I used to be of the opinion that dell's build quality sucked (based mainly on what others were saying), thus I got the M90 ("business notebook, so better build quality than the nspirons"), but I recently got hold of an E1505, and its seems very wel made - I dropped it 3 feet (but in a notebook case), laptop is unscratched.

 

This is my second dell system and all of my experiences have been mostly positive: support is better than most other tech supports for big companies I've dealt with; quality is good even though design suffers sometimes. So I don't think it's crazy to consider a dell, on the contrary it might be a good choice.

Speaking of tech support, I'm pretty computer savy and usually know more than enough to troubleshoot most issues, so the questions I asked Dell so far were not your typical "where's the power button" questions and they've been able to answer all of them so far!

I also think that their laptop support is better than desktop support. IMHO

 

Dell as above average customer service (it's a bunch of indians, though, they seem to get the job donw), and they seem to produce a good notebook.

One sould note that if you do buy a Dell, a full re-format and reinstall of everything will be necessary for it to function as it should.

 

Ive purchased a Dell Desktop and that is the only Dell I will ever own(Dimension 4400) . Dell was impressive in terms of service and capability untill they revamped there product lines. Ive used a E1505 for a couple of months, and really, im happy I didnt go with them. It might have decent components and good prices, but there are better notebooks with better quality and service.

 

I really love the m1210. Very nice screen, great build quality (base is made of some harder type of material, i forget what its called, instead of plastic). Its very fast, and just an all around great notebook.

 

I am so appreciative of all the great feedback about getting a Dell. The specs on the M1210 look so good and that's what made me want to come here and ask others what they thought and whether I was crazy to consider a Dell. That's interesting about the difference in service for the XPS series - very good to know. I would definitely go for the Complete Care warranty. I'm not excited about talking with people I can't understand - that's what happened with us when we tried to get help with an IBM we had. I always ended up having to fix it myself - every time. Also everyone's answer in tech support was always "you need to defrag your computer." Well, I don't even call for help until I've done the basic things like defragging. I just don't want to be calling a tech support help line where I know more about computers than they do (which again is a scary thought). Also, I am hopeful that the Dell XPS M1210 will be a high quality computer and not actually need any tech support. I want to be able to open the box and have it work.

 

I called up dell to get my LCD and optical drive repaired. I was disconnected twice, told to "shut up and listen" by one associate and jerked around for 2 hours. I was absolutly livid.
When i called back a third time i got the dell desktop department but recieved and absolutly amazing technician. I had previously work in the inspieron dept and got me connected to the right spot, stayed on the line, actually told them to get me "exactly what this gentleman wants, he has been treated terribly and it will stop". I even mentioned that i wished i had upgraded my LCD screen to the higher resolution, and the technician said: "well, i can fix that. i will have the technician out to your house tomarrow with an upgraded LCD and a new optical drive". I also asked if i could get a samsung and he said "haha, i already specified that, you read my mind. I like the look of those so much more."
I was absolutly blown away by the support i recieved. They may have got themselves a customer for life!

 

dell's just great.

i dont know any reason not to get one, knowing how low the prices are. Just don't spend $1600+ on an inspiron, or you got ripped off

 

Just go for dell. Every dell is worth every penny and customer service is good. Dude, get a Dell.

 

I have been so impressed with Dell. I loved their systems, but now their customer experience program is really shining. Has Dell always been as good as they have been lately? I cannot believe so many bad things have been said about a solid company. Go Dell.

 

Just got my new M1210 and am loving it.
Picked it up over the Sony Vaio SZ despite the fact that it is heavier for the simple reason that it is so much more robust. The Magnesium -Alloy casing has absolutely no flex and seems like built to last.

 

It's been great to hear so much good feedback about Dell and also about the M1210. I'm really leaning towards the Dell now. Sounds like the XPS gets better customer service and also sounds like their customer service is better than before. That's my greatest concern.

 

2 Cath: actually 'the Indians' @ Dell Inspiron support speak very good English and seem to know what they're talking about. If it's true that XPS support is better than Inspiron then you should have nothing to worry about.

To second abhi182's post, there is no flex even if I pick up my 17" laptop by the corner while it's open.

 

it depends on which east indian you get, its hit or miss. The small business support is generally americans but i got a puerto rican guy the other day who was way bomb

 

I would buy from Dell, but I would not buy the M1210. If you want something ultra portable, look into Sony.

 

Here is the funny bit, my experience with the Tech support from Dell India (Based in India) and with Dell US support (Based in India again) has been altogether different.
Oh, and lest I confuse anyone, by Dell India, I mean Dell India the organization and not outsourced support ...

With Dell India: Long wait times not withstanding, my experience with Dell India support has pretty much been good almost all the times.
No need to answer inane questions like if the machine is plugged in and if it has been switched on etc etc. Just ask them to cut the chase, get to the point, and get over with!

With Dell US: Long wait times followed by some guy with a horribly feigned accent. Despite I trying to make them understand that I am through with basic troubleshooting etc., they would insist that I do them the way they want . A horrible experience to say the least!

Now this got me thinking why the experiences were so different in both the cases, and I think I perhaps know the answer

Given the high PC penetration in the US, a large majority of Dell US customers are the old grandma' or elderly neighborhood gentleman sort of folks who need a good amount of handholding on support calls.

On the other hand, at least as of now, the relatively low penetration of computers in countries like India or China also means that almost all PC and esp. laptop buyers are the computer savvy 20-35 year age group folks.

Now my conversation with the Dell US tech support fella really reminded me of the troubleshooting sessions I have with my dad over the phone (" Take the mouse to the start button and click on the control panel" sort of conversation)
So I suppose it's the Dell customer service managers who have instructed them to handle support calls in this manner

Having said that, I also feel that It perhaps may be a good idea for Dell to instruct their support team to ask the caller his/her level of technical expertise at the start of a call, and take it forward appropriately from that point.....