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, Tue, 25 Jun 2002 19:06:36
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that counts. We build and repair PC's dialy. As far as design and quality, Dell is one of the best. Thier systems seem to be in the shop less for hardware related trouble and they are a cinch to work on... this vs HP/Compaq both of which have poor system design and higher rates of failures, and well as proprietary systems that make life difficult for the consumer. Gate way is in between with basic reliability.
As a system builder ourselves, we encounter dead components on a regular basis. It might be a drive, as in this case, or it could be memory, video, monitor and on and on.. In this case, Dell really screwed up.. ANYONE with the brians to pick up a phillips head screwdriver can replace a drive in a Dell, so there is no excuse for Dell not just shipping them a new drive directly. Sometimes you need the "geek in the box" to be there, but not always. We work with all the majors on behalf of many of our customers. Because *we* say its fried, we get a better response, sometimes..
An incident like this isn't worth the reputaion hit. They try to do damage control and minimize the expense, but spend twice (or more) as much as they would have in the process. A new 20-40 gig drive can't cost Dell much more than $50. It cost Dell who knows how much more than that just to roll the service truck, let alone the cost of the part, the wages and support costs for the phone bank support technician... even one "incident" involving the roll of a service truck sucks out much of the profit from the sale of the computer.
When we have a bad "cheap" component, like a modem, net card or anything less than $25-30, we throw it away and write it off. It's cheaper than going through the hoops to get a replacement. Silly but true. Dell should just ship these folks a damn hard drive and stop spending hundreds to solve a $50 problem. Sheesh... they already lost money once the first call was made. It's time to stop the bleeding.
posted by 206.26.227...
, Tue, 25 Jun 2002 19:06:36
, Tue, 25 Jun 2002 21:37:09
, Wed, 26 Jun 2002 03:55:59, Wed, 26 Jun 2002 14:54:38, Wed, 26 Jun 2002 02:05:23, Tue, 25 Jun 2002 19:20:12
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