{"id":467,"date":"2004-09-07T20:55:00","date_gmt":"2004-09-07T20:55:00","guid":{"rendered":"http:\/\/markwilson.me.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm"},"modified":"2009-05-28T22:28:54","modified_gmt":"2009-05-28T22:28:54","slug":"dell-fails-on-service-delivery","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm","title":{"rendered":"Dell fails on service delivery"},"content":{"rendered":"<p><!--109459107099617157-->My work laptop is a Dell Latitude D600 &#8211; the specification offers me all I need (well, <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2004\/08\/tablet-pcs-rock-with-windows-xp-sp2.htm\">I would like a Toshiba Port\u00c3\u00a9g\u00c3\u00a9 M200 tablet PC<\/a> but that&#8217;s another story), including built in 802.11b and Bluetooth support. Except that it doesn&#8217;t &#8211; some of our D600s have had problems with the Bluetooth cards not being correctly seated or requiring motherboard replacements before they will detect the Bluetooth card &#8211; mine is one of those&#8230;<\/p>\n<p>The trouble is:<\/p>\n<ol>\n<li>Convincing Dell that there is a problem.<\/li>\n<li>Getting Dell to send a engineer, at the right time and with the correct parts.<\/li>\n<\/ol>\n<p>Its been three weeks since I first requested support and this is the catalogue of incompetence I&#8217;ve endured so far:<\/p>\n<ul>\n<li>16 August 2004 &#8211; Logged incident with Dell via their website.<\/li>\n<li>17 August 2004 &#8211; Initial reply tells me to check the BIOS settings &#8211; I respond immediately and tell them that the BIOS does not recognise my Bluetooth card (showing as not installed).<\/li>\n<li>18 August 2004 &#8211; Dell tell me to check the drivers in Windows! I reply and restate that the BIOS does not detect any Bluetooth devices&#8230;<\/li>\n<li>21 August 2004 &#8211; Dell diagnose that a new motherboard is required and request contact details to send an engineer\/parts.<\/li>\n<li>23 August 2004 &#8211; Contact details provided.<\/li>\n<li>25 August 2004 &#8211; I chase lack of progress by e-mail. Dell respond and tell me there will be an engineer on site on 27 August (the day I am not available). Dell reschedule for 31 August.<\/li>\n<li>26 August 2004 &#8211; two e-mails from Dell regarding my service call, and a phone call from the same support technician I have been corresponding with &#8211; I repeat that I am not available on the 27th and Dell reconfirm that the engineer will arrive on the 31st.<\/li>\n<li>27 August 2004 &#8211; Dell engineer arrives on site, despite assurances that service request is booked for 31st!<\/li>\n<li>31 August 2004 &#8211; Engineer arrives with wireless network adapter! Confirms that the problem is the motherboard or Bluetooth card and will return with Bluetooth card on 1 September.<\/li>\n<li>1 September 2004 &#8211; Different engineer arrives with Bluetooth card, but wrong part number &#8211; will return on 2 September with correct Bluetooth card and a motherboard.<\/li>\n<li>2 September 2004 &#8211; No engineer visit &#8211; chased by e-mail. Dell respond that part will arrive on 3 September.<\/li>\n<li>3 September 2004 &#8211; No engineer visit, and no parts. I chase Dell by e-mail. No response to date.<\/li>\n<\/ul>\n<p>Dell equipment may be (relatively) inexpensive, and (reasonably) well specified, but it now seems my argument for buying Intel-based servers from Compaq (now HP) and IBM rather than the less expensive Dell equipment is equally valid in the PC world &#8211; there is a cost in the overall quality of the product (and associated service) with any low-cost PC (and by that, I mean business-focused OEM equipment &#8211; of course you can buy no-name or consumer PCs for even less).<\/p>\n<p>If you are looking for a new PC and you want my advice &#8211; don&#8217;t buy Dell.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>My work laptop is a Dell Latitude D600 &#8211; the specification offers me all I need (well, I would like a Toshiba Port\u00c3\u00a9g\u00c3\u00a9 M200 tablet PC but that&#8217;s another story), including built in 802.11b and Bluetooth support. Except that it doesn&#8217;t &#8211; some of our D600s have had problems with the Bluetooth cards not being &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Dell fails on service delivery<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[],"tags":[114,32],"class_list":["post-467","post","type-post","status-publish","format-standard","hentry","tag-dell","tag-pc-hardware"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Dell fails on service delivery - markwilson.it<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Dell fails on service delivery - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"My work laptop is a Dell Latitude D600 &#8211; the specification offers me all I need (well, I would like a Toshiba Port\u00c3\u00a9g\u00c3\u00a9 M200 tablet PC but that&#8217;s another story), including built in 802.11b and Bluetooth support. Except that it doesn&#8217;t &#8211; some of our D600s have had problems with the Bluetooth cards not being &hellip; Continue reading Dell fails on service delivery\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.markwilson.co.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm\" \/>\n<meta property=\"og:site_name\" content=\"markwilson.it\" \/>\n<meta property=\"article:published_time\" content=\"2004-09-07T20:55:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2009-05-28T22:28:54+00:00\" \/>\n<meta name=\"author\" content=\"Mark Wilson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@markwilsonit\" \/>\n<meta name=\"twitter:site\" content=\"@markwilsonit\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Wilson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm\"},\"author\":{\"name\":\"Mark Wilson\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"headline\":\"Dell fails on service delivery\",\"datePublished\":\"2004-09-07T20:55:00+00:00\",\"dateModified\":\"2009-05-28T22:28:54+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm\"},\"wordCount\":494,\"commentCount\":7,\"publisher\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"keywords\":[\"Dell\",\"PC Hardware\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm\",\"url\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm\",\"name\":\"Dell fails on service delivery - markwilson.it\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#website\"},\"datePublished\":\"2004-09-07T20:55:00+00:00\",\"dateModified\":\"2009-05-28T22:28:54+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2004\\\/09\\\/dell-fails-on-service-delivery.htm#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Dell fails on service delivery\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/\",\"name\":\"markwilson.it\",\"description\":\"get-info -class technology | write-output &gt; 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During the three week wait to get the hardware repaired, I had installed Windows XP SP2 and as Stuart\u2026","rel":"","context":"In \"Bluetooth\"","block_context":{"text":"Bluetooth","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/bluetooth"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":54,"url":"https:\/\/www.markwilson.co.uk\/blog\/2005\/02\/even-more-problems-with-dell-latitude.htm","url_meta":{"origin":467,"position":2},"title":"Even more problems with a Dell Latitude D600","author":"Mark Wilson","date":"Tuesday 1 February 2005","format":false,"excerpt":"I've decided that the notebook PC that I use for work must have been built on a Friday afternoon (or a Monday morning). Over the last five months it has had a replacement motherboard (3 weeks, 4 engineer visits, 2 no-shows before the PC was fixed), a replacement hard disk,\u2026","rel":"","context":"In \"Dell\"","block_context":{"text":"Dell","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/dell"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":337,"url":"https:\/\/www.markwilson.co.uk\/blog\/2005\/08\/rtfm.htm","url_meta":{"origin":467,"position":3},"title":"RTFM&#8230;","author":"Mark Wilson","date":"Thursday 18 August 2005","format":false,"excerpt":"I haven't really come across Fujitsu PCs and servers since I left ICL in 2000; but now I'm back on board at Fujitsu Services (same company - different name), not surprisingly, my new work laptop is a Fujitsu Siemens Lifebook S7010D. It seems like a really good notebook PC (although\u2026","rel":"","context":"In \"Bluetooth\"","block_context":{"text":"Bluetooth","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/bluetooth"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1449,"url":"https:\/\/www.markwilson.co.uk\/blog\/2009\/05\/a-lovely-new-tablet-pc.htm","url_meta":{"origin":467,"position":4},"title":"A lovely new tablet PC?","author":"Mark Wilson","date":"Thursday 28 May 2009","format":false,"excerpt":"I bumped into Aaron Parker at tonight's Windows Server\/Active Directory\/Vista joint user group meeting and he showed me his latest toy: a Dell Latitude XT2 tablet PC. The great thing about this tablet is that it works with the stylus and with fingers, so you can use the multitouch features\u2026","rel":"","context":"In \"Tablet PCs\"","block_context":{"text":"Tablet PCs","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/tablet-pcs"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":971,"url":"https:\/\/www.markwilson.co.uk\/blog\/2008\/01\/dell-customer-service-fails-again.htm","url_meta":{"origin":467,"position":5},"title":"Dell customer service fails again","author":"Mark Wilson","date":"Tuesday 8 January 2008","format":false,"excerpt":"A few years back I had the misfortune of using a Dell Latitude D600 notebook computer for my work.\u00a0 At the time I wrote about the problems I experienced with Dell customer service and it seems that Michael Dell's return as CEO isn't doing much to improve the customer experience.\u2026","rel":"","context":"In \"Dell\"","block_context":{"text":"Dell","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/dell"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/467","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/comments?post=467"}],"version-history":[{"count":0,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/467\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/media?parent=467"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/categories?post=467"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/tags?post=467"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}