{"id":971,"date":"2008-01-08T23:34:58","date_gmt":"2008-01-08T23:34:58","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/2008\/01\/dell-customer-service-fails-again.htm"},"modified":"2008-01-10T11:02:20","modified_gmt":"2008-01-10T11:02:20","slug":"dell-customer-service-fails-again","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2008\/01\/dell-customer-service-fails-again.htm","title":{"rendered":"Dell customer service fails again"},"content":{"rendered":"<p>A few years back I had the misfortune of using a Dell Latitude D600 notebook computer for my work.&#160; At the time I wrote about <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm\">the problems I experienced with Dell customer service<\/a> and it seems that <a href=\"http:\/\/www.dell.com\/content\/topics\/global.aspx\/corp\/pressoffice\/en\/2007\/2007_01_31_rr_000?c=us&amp;l=en&amp;s=corp\">Michael Dell&#8217;s return as CEO<\/a> isn&#8217;t doing much to improve the customer experience.<\/p>\n<p>Then, last week, I bought a <a href=\"http:\/\/www1.euro.dell.com\/content\/products\/productdetails.aspx\/pedge_840?c=uk&#038;l=en&#038;~tab=specstab\">Dell PowerEdge 840 server<\/a>.&#160; I did it because it was cheap.&#160; So, one might ask what am I complaining about but, even though &#163;391.98 is very inexpensive for a server, I expect some service when I&#8217;m trying to buy something from someone.<\/p>\n<p>I suppose I&#8217;m spoilt because normally I buy many servers at a time, have a technical account manager to help me select the right options and it&#8217;s someone else&#8217;s money if I miss something and need to buy some more components.&#160; Oh yes, and I buy HP servers where possible.&#160; This time I was spending my own money and wanted the best deal possible.<\/p>\n<p>As I worked through Dell&#8217;s &quot;build your system&quot; website, I wanted some technical support for the RAID connectivity options which, after telling me that the server supports up to 2 cabled or hot-plug SAS or SATA hard drives, the website listed as:<\/p>\n<ul>\n<li>C1B &#8211; Motherboard SATA cabled, min 2, max 2 Hard Drives connected to onboard SATA controller.<\/li>\n<li>C1C &#8211; Motherboard SATA cabled, min 3, max 3 Hard Drives connected to onboard SATA controller.<\/li>\n<li>C1D &#8211; Motherboard SATA cabled, min 4, max 4 Hard Drives connected to onboard SATA controller.<\/li>\n<\/ul>\n<p>I was confused.&#160; If the server only supports 2 cabled or hot-plug drives, then why is there a no-cost option to have 3 or 4 hard drives connected to the on-board SATA controller?&#160; So I called Dell.&#160; Only to find after about 8 (no kidding) menu options on the phone system that the &quot;small business&quot; department I needed to speak to was closed and only works from 9 to 4.30 Monday to Friday (part-timers&#8230;).<\/p>\n<p>I bought the server anyway because the discount was due to expire (it&#8217;s since been extended) and called back on Monday. After making 4 menu selections I got to a person who was somewhere in South Asia and sounded helpful but was clearly following a script.&#160; She redirected me to someone in Ireland who sounded annoyed that I was taking up her time and told me that my query was a technical one (not sales). She put me through to technical support, who were confused when I said that I didn&#8217;t have a service tag because my system was still being built but put me through to the PowerEdge department anyway.&#160; They were busy but after 5 minutes on hold I spoke to a person who was helpful but didn&#8217;t really fill me with confidence in his advice as first of all, he told me that the PowerEdge 840 supports up to 4 drives (good) but that the options may be for different backplanes.&#160; Then he checked and said that the system supports 2 drives on the motherboard but drives 3 and 4 would need a separate RAID controller.&#160; As that seemed to contradict the options at purchase time and he couldn&#8217;t comment on the &quot;build your system&quot; website, I&#8217;m still no clearer.<\/p>\n<p>I guess I&#8217;ll find out how many drives I can get in this server (and what the C1B\/C\/D options mean) when it arrives next week&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A few years back I had the misfortune of using a Dell Latitude D600 notebook computer for my work.&#160; At the time I wrote about the problems I experienced with Dell customer service and it seems that Michael Dell&#8217;s return as CEO isn&#8217;t doing much to improve the customer experience. Then, last week, I bought &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2008\/01\/dell-customer-service-fails-again.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Dell customer service fails again<\/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":[114,32,60],"class_list":["post-971","post","type-post","status-publish","format-standard","hentry","tag-dell","tag-pc-hardware","tag-server-hardware"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Dell customer service fails again - 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\/2008\/01\/dell-customer-service-fails-again.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Dell customer service fails again - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"A few years back I had the misfortune of using a Dell Latitude D600 notebook computer for my work.&#160; At the time I wrote about the problems I experienced with Dell customer service and it seems that Michael Dell&#8217;s return as CEO isn&#8217;t doing much to improve the customer experience. Then, last week, I bought &hellip; Continue reading Dell customer service fails again\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.markwilson.co.uk\/blog\/2008\/01\/dell-customer-service-fails-again.htm\" \/>\n<meta property=\"og:site_name\" content=\"markwilson.it\" \/>\n<meta property=\"article:published_time\" content=\"2008-01-08T23:34:58+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2008-01-10T11:02:20+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=\"3 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\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm\"},\"author\":{\"name\":\"Mark Wilson\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"headline\":\"Dell customer service fails again\",\"datePublished\":\"2008-01-08T23:34:58+00:00\",\"dateModified\":\"2008-01-10T11:02:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm\"},\"wordCount\":572,\"commentCount\":6,\"publisher\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"keywords\":[\"Dell\",\"PC Hardware\",\"Server Hardware\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm\",\"url\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm\",\"name\":\"Dell customer service fails again - markwilson.it\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#website\"},\"datePublished\":\"2008-01-08T23:34:58+00:00\",\"dateModified\":\"2008-01-10T11:02:20+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2008\\\/01\\\/dell-customer-service-fails-again.htm#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Dell customer service fails again\"}]},{\"@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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Firstly, my server turned up a week early.\u00a0 That's good - exceeding customer expectations gets a big tick from\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":3951,"url":"https:\/\/www.markwilson.co.uk\/blog\/2012\/05\/fixing-a-dell-server-that-required-f1-on-every-boot.htm","url_meta":{"origin":971,"position":1},"title":"Fixing a Dell server that required F1 on every boot","author":"Mark Wilson","date":"Tuesday 15 May 2012","format":false,"excerpt":"Last weekend, I dusted off (literally), my Dell PowerEdge 840 that was retired in favour of a low-power server a couple of years ago. My employer's IT policies are making it harder and harder to do any personal computing from work (I know my laptop is for work\u00a0but there's a\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1642,"url":"https:\/\/www.markwilson.co.uk\/blog\/2010\/02\/a-quick-introduction-to-dell-poweredge-server-naming.htm","url_meta":{"origin":971,"position":2},"title":"A quick introduction to Dell PowerEdge server naming","author":"Mark Wilson","date":"Tuesday 16 February 2010","format":false,"excerpt":"Last year I wrote a short blog post looking at HP ProLiant servers and how the model line-up looks.\u00c2\u00a0 I haven't looked at IBM System\u00c2\u00a0x for\u00c2\u00a0a few years but last week I got the chance to sit down and have a look at the current Dell PowerEdge portfolio. Just as\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":467,"url":"https:\/\/www.markwilson.co.uk\/blog\/2004\/09\/dell-fails-on-service-delivery.htm","url_meta":{"origin":971,"position":3},"title":"Dell fails on service delivery","author":"Mark Wilson","date":"Tuesday 7 September 2004","format":false,"excerpt":"My work laptop is a Dell Latitude D600 - the specification offers me all I need (well, I would like a Toshiba Port\u00c3\u00a9g\u00c3\u00a9 M200 tablet PC but that's another story), including built in 802.11b and Bluetooth support. Except that it doesn't - some of our D600s have had problems with\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":978,"url":"https:\/\/www.markwilson.co.uk\/blog\/2008\/01\/controlling-costs-when-buying-a-pc.htm","url_meta":{"origin":971,"position":4},"title":"Controlling costs when buying a PC","author":"Mark Wilson","date":"Sunday 20 January 2008","format":false,"excerpt":"Much of what I write on this blog is based upon my experiences as a consultant\/infrastructure architect for a leading IT Services company but as my day job becomes less technical there's an increasing amount written based on the time I spend working with technology on my home network.\u00a0 markwilson.it\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":1264,"url":"https:\/\/www.markwilson.co.uk\/blog\/2008\/10\/disabling-rogue-server-detection-to-avoid-dhcp-server-activation-in-windows.htm","url_meta":{"origin":971,"position":5},"title":"Disabling rogue server detection to avoid DHCP server activation in Windows","author":"Mark Wilson","date":"Friday 31 October 2008","format":false,"excerpt":"I'm finally in the process of switching off the Compaq Evo D510SFF PC which acted as my main server for many years until it was replaced earlier this year with some more suitable hardware (a Dell PowerEdge 840). 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