Dell Says Meet Me Half Way On Free Shipping
from the interesting-ideas dept
I bought my first Dell computer in 1993. Over the next eight years, between myself and my family, we ended up buying 7 computers from Dell. In 2000, I swore off Dells after they refused to fix a 3-month old laptop whose screen stopped working (and, yes, I had the extended warranty thing). Even though Techdirt was going strong at the time, I didn't vent my frustrations here at the time, as it didn't seem right. However, over time, apparently, it's become quite acceptable to vent your frustrations on blogs, and Dell has been a leading recipient of it in the last year with the "Jeff Jarvis complaint." That one incident has received so much press that it appears Dell is finally trying to change how they handle service, admitting, basically, that they can't afford to service cheap computers, so they have special phone queues for more expensive machines. Of course, the "more expensive" part was what many of thought we were buying when we bought the extended warranties. However, Dell's new plans to cut costs apparently go even further. The latest plan is to "redefine free shipping" on their cheaper models. Instead of shipping them all the way to your house, they will only ship the machine to your local Post Office and make you go and get it. Considering the size of many computer boxes these days, that can be quite a pain. Instead, they'll end up having a lot of people pay "extra" for home delivery -- while still being able to advertise "free delivery." It's fine if they want to charge people for delivery. It's an expense and there's nothing wrong with that. But, to claim free delivery certainly implies free "home" delivery, so this certainly seems like somewhat misleading advertising.Thank you for reading this Techdirt post. With so many things competing for everyone’s attention these days, we really appreciate you giving us your time. We work hard every day to put quality content out there for our community.
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Good Idea!
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The Welfare Model
Dell also reflects a reality of the high-tech business, where the businessmen like to give their tough talk about "free markets" and "competition", but every high-tech business worth anything depends primarily on the government for stable income.
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Low end computers
Suffice it to say I'll never buy one again - they AREN'T cheaper.
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Re: Low end computers
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Re: Low end computers
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Re: Low end computers
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Re: Low end computers
But worse is claiming that a Dell purchase is cheaper than assembling your own. Maybe it's a near match, if you don't already own your chosen operating system. But since I do own Windows, as does anyone who's ever bought a Windows PC, for 1/2 the price of their 80 gig drive, 256 MB system, I can put together a system with 400 gigs drive space, a gig of memory, and better-rated mobo and processor.
If you don't build your own PCs, you just wouldn't know. Just go to New Egg (not the cheapest online retailer, but the best in service) and price your dream gear -- then go to dell, and find the equivalent, and price that. Then you'll know.
The PC I'm running now cost me only a couple of hundred; because I've built my own systems since 1995 (before that I was all-Mac), I already had an excellent case, two perfect 200 gig hard drives a solid, generous power unit and a flat panel monitor.
You see, when you build your own, you don't need to build in eventual failure to guarantee future sales. You don't need to buy duplicates of things that you already own, and consign the previous generation to landfill.
Build your own. By the third or fourth one, it's easy.
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Re: Low end computers
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Re: Re: Low end computers
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Re: Jacob
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Re: Low end computers
Come on, nobody really uses leetspeek seriously anymore do they? I thought people only used it to make fun of all the pre-teens that wrote in it back in the '90s.
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Re: Low end computers
losers do.
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can we mess with 'em?
Here's an idea that may, or may not, have merit:
Call dell and order a pc. Get a big one, the one you'd get if you were sleeping with Paris Hilton. You know the one.... When you get to the VERY END of the order (quit thinking about having sex with Paris Hilton) and the rep gives you the shipping options - act a little confused and make them explain the shipping policy to you a couple of times. Really make them clear. Then cancel the order.
Would this work? You've wasted their time but, is there a record? Would the rep tell their boss about this? Does anyone here know? Is Paris Hilton seeing anyone?
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Re: can we mess with 'em?
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Re: can we mess with 'em?
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Good idea in principal
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No Subject Given
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Dell
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Re: Dell
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Re: Dell
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Re: Dell
We ultimately bought the machine for a very good price, and the machine works well enough, but it's got to be the heaviest laptop I ever worked on.
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Unimpressed with this topic
For those of you people in this topic who are griping about how bad of an experience you had with Dell, I question your intelligence as far as doing your research before making your purchase. Dell isn’t the only company that sells computers…
Dell is not the only company with its share of customer complaints. Is there even a computer system company with zero complaints? Why not purchase from them instead?
And for those who complained about being put on hold for many hours while trying to make your purchase, why not just go some place else after the first 2 minutes of being on hold -- do you actually think that if you purchased from them, that your experience would be improved?
And for those who complain about how bad Dell was in replacing your defective parts, why hadn’t you just asked for a manager or at least INSIST that you are not transferred... or even at this point, hang up after being on hold for 2 minutes and then call back to a different department, since obviously the last one couldn’t help you in a timely fashion.
And if you are still not satisfied, a quick report to the Better Business Bureau, along with several requests to Dell to just return your "Defective" ENTIRE product -- your ENTIRE product is still under warranty, right?
Remember, it was YOUR CHOICE to purchase from Dell -- no one held a gun to your head and said that you had to do it.
Happy user
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Re: Unimpressed with this topic
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Re: Unimpressed with this topic
I am glad there are those out there such as yourself who choose to help others become educated -- but like the saying says, "You can lead a horse to water, but you cannot make him drink". Hopefully if more people did research onto comments such as your's, less people would make an incorrect decision and be happier with their purchases.
John, sorry if I ruined your rant, please continue.
Signed, Happy user.
PS, in most cases, the COST difference between UPS Home Delivery and UPS Business Delivery on an item less then 50lbs and the size of a computer box is under $5USD.
Most new computer purchased online from Dell over $549USD includes free shipping. They write, “Limited time offer”, but this offer has been available for at least the past 10 months already.
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Re: Unimpressed with this topic
I am glad there are those out there such as yourself who choose to help others become educated -- but like the saying says, "You can lead a horse to water, but you cannot make him drink". Hopefully if more people did research onto comments such as your's, less people would make an incorrect decision and be happier with their purchases.
John, sorry if I ruined your rant, please continue.
Signed, Happy user.
PS, in most cases, the COST difference between UPS Home Delivery and UPS Business Delivery on an item less then 50lbs and the size of a computer box is under $5USD.
Most new computer purchased online from Dell over $549USD includes free shipping. They write, "Limited time offer", but this offer has been available for at least the past 10 months already.
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Re: Dell
Holy Sheepshit! Now that's a blast from the past.
I haven't thought of Micron in years.
Damn. We've come a long way, Baby.
Dell=Micron? Uhhh...
NO.
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You're got Astroturf!
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Re: Dell
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How about another idea.
I used to recommend Dell to everyone who came to me asking about computers, but I don't anymore because their service sucks. Could they possible be losing money because people aren't buying anymore?
Jonesy
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Is Dell getting worse and worse?
Regards,
Aleks Y.
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No Subject Given
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Re: No Subject Given
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to summarize
Dell now has cheap crap and bad tech support.
Better (and cheaper) to build your own systems.
Dell Sucks.
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Re: to summarize
Rollins: They'll be back. We've got the lowest prices for major vendors.
Executive VP: That's our advertised flyer price including rebates. You see, a few of our customers have experienced...
Dell: Our sales are actually up this year. We're getting lots of first time buyers.
Rollins: Yeah don't need those old geezers we had 10-15 years ago. They like to bitch and moan.
Dell: They're moving into nursing homes. We're moving into emerging markets.
*Dell and Rollins exchange high fives*
Executive VP: Say, what driver were your using?
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Re: to summarize
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I like the idea.
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Micron?
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Re: Micron?
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Dell~#1 in computer sales, has just announced..
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Dell~#1 in computer sales, has just announced
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Dell treated me fair
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Dell Customer Service Hell
This past Sunday my hard drive crashed yet again. I called Dell and was transfered between software and hardware technical help so many times I felt like a tennis ball! No one could figure out what the problem was. Finally someone led me through how to put my computer back to the original factory settings. When I tried to access my MS Office, I discovered that I hadn't been sent the disks. I was told that I should have purchased them when I bought the computer. I explained (so many times to so many different people) that I hadn't been informed of that. I was hung up on so many times I lost count and no one phoned me back even though I got emails saying they had attempted to call me. My phone never rang! I spent over 9 HOURS on the phone with them on Sunday. On Monday I had to call them a yet again and got hung up on 4 more times! I do not understand people with Indian accents and hoped for someone who understood and spoke English every time (alas, I never got one).
I will never, ever, EVER purchase a Dell computer ever again. Their customer service is the worst I've ever experienced and I hope that I never have to call them again.
P.S. I'm still trying to get my MS XP and Office disks from Dell at no charge.
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Re: Dell Customer Service Hell
In my experience with India-based call centers (this goes beyond Dell), I think the individual reps do not want to escalate the issues, perhaps because there are consequences, whether explicit or implicit. Remeber, this is one of the most prestigious jobs available to them. I read one stat that they accept only 6% of the job applicants.
The Austin-based Dell rep with whom I dealt on the BBB case indicated that issue escalation was a major concern of theirs.
The other side of the coins is that my friend bought the exact same laptop two weeks prior to my purchase and he has nothing but great things to say about it. And his battery wasn't recalled, either.
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What technical support????
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dell service
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