Mourin @ Dell Outreach

Hello everyone,

My name is Mourin and I work with social media at Dell (specifically, SMB-Small and Medium Business). Our team wanted to engage with members on Notebook and Desktop Review because there is a large percentage of Dell users and we want to offer you all another level of support. I'll be here to monitor and respond to questions surrounding Dell. Feel free to reach out and ask me questions as well! I may not have all the answers straight away but I'll do my best to respond to you as soon as possible.

Thanks-looking forward to speaking with you all!
-Mourin

 

glad to see Dell is attempting to do this just be prepared for some not so nice things that may get tossed your way

i for one have went through the good and bad side of dell support so hopefully this is a step in the right direction!

 

It is nice to see Dell have a presence on this website.

 

Glad to see that we have some more Dell people around on the forum and Welcome!

Will you be answering questions specifically placed in this thread? Or, will you be monitoring the Dell forum/threads specifically?

 

Thanks for the welcome, everyone! I will be answering questions around the Dell forum but if there is anything you guys would like to ask me you can do so here or in a pm.

Mourin

 

Welcome aboard! Will you also be joining us in the Alienware forum as well?

 

No, unfortunately we (small and med. business) do not have the bandwidth to handle Alienware questions.

I'll be focusing on servers and storage, Vostro, Equallogic, Optiplex, Precision, Latitude, vStart and the virtualization, mobility and cloud conversation.

 

Hey Mourin, do you think it amuses a customer when a depot repair is botched, and requires a second depot repair, and after that repair, I get my system back in two boxes from Dell with a note instructing me to fix it myself? Oh, and then I have to perform a second DIY repair to fix damage that occurred at the depot. Two Depots repair in rapid fire succession, then two DIY repairs. I'm glad I got it fixed, after nearly 18 months of ownership, nearly a month consumed with depot repairs and DIY repairs, but it took a total of 10 Fed Ex shipments and many hours of my time.

I don't even consider this experience to have been a worst case scenario. Dell actually honored their warranty, however ineptly, and I admire the fact that Dell provides plenty of online documentation, such a Service Manuals and Re-imaging Guides. Dell obviously paid for the parts for the DIY repairs, and the Depot did perform multiple covered repairs, and although its a shame that the system wasn't minimally tested after the first repair and was physically damaged, presumably at the depot, during the course of the second depot repair.

Of course, Dell has historically had a very good refund policy. This was my second Latitude notebook, the first having been fully returned and fully refunded due to multiple hardware defects. I purchased the second Latitude with lower specifications, and then enjoyed months of driver woes, multiple contacts with Dell Support, diagnostic utilities, and finally, and at long last, the two Depot repairs followed by two DIY repairs. I probably should have returned the second Latitude immediately, just like the first, but I had the mistaken belief that the performance issues could eventually be solved by waiting for BIOS and driver updates, when the issues were hardware related all along. Two defective Latitudes in a row? I guess I simply couldn't believe it at the time.

Would I recommend Dell on the basis of this experience? Would anyone?

I'll give Dell credit for recently putting on a "charm offensive" when it comes to customer service. Dell does seem to be trying at the moment. However, I think it's going to take a major shift in Dell's business model.

 

SemiExpert,

I'm very sorry to read about this experience and the amount of time it took to correct the issue. I appreciate you mentioning that we are trying. We greatly value our customers and it is for this reason we're extending our efforts by reaching out to our customers via forums like Notebook Review. In the future if you have any order complications please reach out to @dellcares on Twitter for assistance or feel free to contact me and I'll do my best to help you.

Thank you,
Mourin

 

Mourin, can you under normal depot warranty order FRU parts directly from Dell or does that require Gold Support/On site? Like say I know my hard drive is bad, can Dell just ship me one?

 

+1

I am in the same boat, my 500GB drive from my Precison M4600 is bad, was wondering about just getting a new one sent, and I return the old one.

 

As a previous employee with dell SMB/b2b sales in round rock, probably in the same building as you Mourin, your intentions are good and well. But this probably isn't a good idea. Keeping customers in defined communications channels allows consumer and b2b teams to control the workflow and monitor the interactions. All you will get here is, well.. complaints or negative comments. Which you'll never be able to follow up on entirely because of the disorganized nature of forums in general. There is no easy way to manage or organize direct communication with forum members or tie customers here to the customer database. I think it's a good idea to be a forum member to drop news bits, make the occasional suggestion, etc. But if you become too accessible or try to make this forum a customer service front, you will have a flood of incomplete requests on your hands. Rather, visit forums and direct people to en.community.dell.com/ since that works, and it's a more controlled environment. This isn't the first time outreach has attempted to do this, it didn't go to well last time either; yes they were different forums, but the problems are the same. Good Luck. I miss RR.

 

Hello Mourin

I do not have a complaint. Very happy with my precision T7500.

But is there a new version of Precision workstation coming from Dell.

Intel Xeon E5s are almost here ... So just curious if the precision workstation line will be updated soon.

Thanks

 

Hey Mourin, I"ve got a good one for you.. Its about the USB3 problem on the L502x and the L702x.. If you go to Dells support forum website under hardware you will find one USB3 Problem, it has been going on for over a year with no fix. I recieved my L702x on 2/20/12 and find my self one of the victims of this problem. I won't bother with a full report here, but what is happening is the USB3 ports either don't work at all or they kick off and a few minutes to a half hour..Iv'e called support and they are sending a tech to replace the daughter board in my machine, but thinking about it now this has been tried numerous times before with no fix.. I really can't afford to take a day off from work for something that in all likelyhood is not going fix it. Just go to dells website and read the over 900 posts about this.. Thank you, advance. Ron waiting for a fix for this, other than this the computer is great..

 

That's good and all, but that wasn't the point of my post. I wasn't saying that your complaints were invalid, or that they have a perfect customer service business model. I was saying that this idea has been tried before, or at least it was being attempted when I worked there 5-6 years ago. It didn't work then, and nothing has changed drastically that would suddenly make it work now. Using 3rd-party forums as a means of taking in information, as opposed to disseminating it, is fraught with problems. The reasons I mentioned above were why it was abandoned during my time.

 

Tsunade_Hime, Dave-P

Dell Support Services provides a hardware fault diagnosis and repair service for the purchased product. Dell will provide repair and replacement parts service, if required after completion of Dell’s problem diagnosis procedures.

The best advice I can offer is to chat with Tech Support and see if your product is still under warranty for parts replacement (make sure you have your service tag #).

-Mourin

 

Ronbo696,
I'm sorry about the trouble you are having with your new laptop. I am waiting for a response to your question. I will get back to you as soon as possible.

-Mourin

 

FRU parts can be ordered as parts-only dispatches if requested. However, if the problem is not fixed with one dispatch, they will require return-to-depot unless you get supervisor approval in situations where the replacement parts are defective.

 

krishd,

Unfortunately, we are not notified of updates on all models. The best place to check for any new launches would be dell.com.

-Mourin

 

Mourin, we use DOSD for our warranty Dell repairs. Does that make a difference, I work in a tech shop that is authorized to fix Dells.

 

Tsunade_Hime,

If you're already a DOSD customer, have you checked your portal on DOSD portal?
This configurable portal streamlines service call administration, self-diagnosis of hardware issues and parts replacement.

Let me know if you have any more questions.

 

I'm not sure how to do this, but I recently had phone tech support and then on-site support to replace a wifi card in a new 17R. Both were excellent, though the phone support went on a bit long for my tastes. Is there an e mail address where I can "reward" these folks with praise?

 

Hey DAMIII,
I'm really glad to hear you're happy with our tech & on-site support! If you use Twitter or Facebook you can post your thoughts on the Dell | Facebook or https://twitter.com/#!/dell

-Mourin

 

Hello Mourin and Welcome,

Several friends switched to Mac during the last couple of years. When I asked why, the usual response was that they were tired of all the bloatware common on Windows PCs. When I buy a new PC, the first thing I do is a clean install. It is sad that this is necessary. Others don't know about a clean install or don't care to go to the trouble and others switch to Mac.

You and the other PC mfg. are losing customers to Mac because of silly bloatware policies. Sure, you may make a few bucks ectra per machine on average but you lose customers in the process.

Dell could take the lead and sell a clean machine. Game?

 

Sorry, but I'm so old I fart dust, meaning I don't use either. Well, Dell, I tried....

 

Dell laptops hardly have any bloatware on them, in fact they have some of the least, business and consumer. I never need to do a clean install for any of my Dell laptops, unless I am upgrading to an SSD. If you want a bloatware ridden laptop, buy an HP or Acer/Gateway/eMachines. HP's are so bad, they have an option for a driver only image that has no bloatware.

 

I priced an XPS 13 Ultrabook yesterday. It includes Office Starter, McAfee 30 day trial, Adobe Reader, Photoshop Elements, Skype 12 months and "additional software". That's too much for me and for many folks.

 

Joadster,

Pre-installed software varies upon if you buy the product in consumer or in business. Was the ultrabook you priced in business or consumer?

-Mourin

 

Mourin,

It was in consumer.

 

Joadster,

Consumer products has more trial software than does business. If you're still interested, I can find out which programs are included in a business unit.

 

Thanks for helping.

 

No problem, netinbd! I hope your issue was resolved!

 

Last Dell Latitude purchase from Dell Outlet only registered 1 year warranty on the Dell Support website. When I called support about it, they said I should call the Dell Outlet, as sometimes this happens and I need to call my sales rep to get this fixed. I don't like to bounch around moder phone systems (old person to person one ok, computer/voice automated - not so much). Are there a list of numbers for Dell to get warranty and owner issues resolve

Update:
Support chat for latitudes gave me number to call. Really would rather have wrote a letter, emailed, chatted, anything than call. Its the hold times. The Dell workers need time to do things, hence the holding. Don't like holding. Anyway, really nice guy "Dave" said ok to a call back he got all the info. 15 minutes later he called to let me know its all good. I will check tomorrow, 99% confident that is all good. We have no open issues with Dell. They have managed to resolve everything we thrown at them. I just have bad days, and do not want to subject others (if it can be avoided) to my grumpiness.

 

geneg981,

I'm glad that it worked out If you need support from Dell in the future and feel that you are experiencing excessive wait times, please let me know and I'll try to expedite the issue.

Thanks,
Mourin

 

Dear Mourin,

Does Dell Malaysia fall under your job scope to help me out here?

Thanks

 

Dejazz,

Please feel free to post or PM me your question and I'll try to help you. However, since you are not in the US, the quickest resolution method would be to contact DellCares who handles global issues.

You can contact them via Twitter or directly on the Dell Malaysia site Dell Unresolved Issues

-Mourin@Dell

 

Killerbunny,

Glad to hear it!

-Mourin@Dell

 

Thanks a lot!

Sent from my GT-N7000 using Tapatalk 2

 

Hello Mourin,

I am been reading inconsistent info regarding Complete Care whether it will be transferable together with NBD Limited Warranty. Can I confirm with you regarding this?

Also, I could not clearly get an answer from Dell, except Dell Community (below link) which is a bit dated, 2011.
http://en.community.dell.com/support-forums/laptop/f/3518/p/19367474/19832909.aspx#19832909

Thanks you,

 

Yeah. I'd like to know too. Please enlighten both of us & those who would like to know. Thanks



Sent from my GT-N7000 using Tapatalk 2

 

To be more specific, is the complete care accidental damage that was purchased in the US transferable & remain valid in Asia Pacific, in this case, Malaysia, after the transfer?

Sent from my GT-N7000 using Tapatalk 2

 

weirdguy and dejazz,

Unfortunately Complete Care is not transferable, only the warranty is transferable. However, C.C. can be purchased locally in a different country, provided Dell sells there. CC can also be purchased at any time but the system warranty needs to be active to be able to use CC if and when you choose to purchase it.

I hope that clarifies the issue.

Weirdguy, thank you for linking the thread. I will let the author of that post know and we will correct the post.

-Mourin@Dell

 

Mourin@Dell,

Thanks for the answer. Everything is now clear. One last thing I would like to ask is, how long more can the laptop's warranty be extended before it's 5 years CC & Warranty lapses?

Thanks again. You are definitely a great help being in this forum. Awesome! :thumbup:

Sent from my GT-N7000 using Tapatalk 2

 

can you tell us when dell says Next Business Day Warranty what does that mean exactly?

seems like every time i have an issue it takes at least a week from the time i contact dell to when i get parts/repair?

this time on a vostro 3400 i just needs some parts i can do the repair but i keep getting jerked around

 

Which country are you in? In Malaysia, when I have problem with my precision, all I need to do is to call them & tell them my problem. You just need to be a little more tech savvy so that if they can't diagnose on the phone, they will dispatch a computer engineer to change those faulty parts for you as well as double check if the problem is solved.

Overall, the NBD service is great here. I don't think any other manufacturer can give this kind of services @ reasonable price. Maybe Mourin can help you further with your problem. Just my 2 cents
Sent from my GT-N7000 using Tapatalk 2

 

ray4jc,

NBD places a Dell-certified technician at your location the following business day, if necessary, following phone-based troubleshooting. What are the issues you are having with the vostro? Please PM if you need any support with your parts/replacement order.

-Mourin@Dell

 

That was my understanding as well but it has never worked out that way for me.

I asked this specifically because I had a Dell agent tell me that what NBD meant was that they would be in contact with you by the next business day to setup parts/repair, not quite the same thing.

As for this current problem the Vostro 3400 has decided not to charge unless you wiggle the adapter plug in the port on the laptop. Hopefully parts will be dispatched so I can fix it.

 

dejazz,

For laptops and desktops the limit for warranty extension is 5 years past purchase date. For servers it is 7 years.

If you would like more information about warranty extensions please call warranty and services @ 1-877-585-7477.

Thanks,
Mourin@Dell

 

Uh-Oh. Anyway, thanks for clearing up.

 

Please check your PM

Thank you