Tag Archives: dell

To @Dell: Please pay attention to your customers

I apologize in advance, this is a rant.

I’ve been a loyal Dell customer for 7 years now, never had a problem until a few weeks a go. In the last month and a half I’ve been without my laptop for 4 weeks. A laptop that is only 10 months old has been to Dell twice. It’s had the mainboard, the fan, the heatsink and even the keyboard replaced. Can’t figure that last one out but ok thank you, too bad the real problem I sent it back to you isn’t fixed yet.

jorge's xps 1640


Don’t want to get into details as to why my laptop has been to repair center twice but let’s just say that XPS 1640’s have ‘loud fan’ issues and mine got the bug after I sent it the first time to Dell. It didn’t have this problem when I bought in December so why all of the sudden does it load the system fan even when idle? You have no answer. Worse yet this has been going on for awhile so it’s not like it’s a new issue, yet you didn’t let me know about it. You said you would fix it, didn’t tell me how but ok sounds good I’ll wait it out again since it’s under warranty.

A few days after I requested a dispatch to send my laptop back for another round I got an email from one of your XPS tech support reps asking me to send detailed information on what the problem is, which I gladly did. Anyway, I get my laptop back today and the problem persists and it makes me feel as though you changed the parts and sent it back to me without taking the time to see if the problem was fixed.

What’s worse about all of this is how you’ve wasted my time and yours too.

Why don’t you call me and ask me what’s wrong with it while you have it with you to make sure you’re covering all the bases? Why don’t you send me an email to tell me what you’re going to do to it similar to when a person goes into surgery? Why do you just send it back to me with the problem knowing that I’m probably going to call you back and request it get fixed again?

I could go on and on with questions but the point is you’re ignoring me, your loyal customer. And that my dear Dell is a BIG no-n0!

Anyways, tomorrow I’ll be calling you back with the same request. I hope you’re in it for another round because I plan on getting  my laptop back to the state it was when I bought it, flawless!

Good nite for now, I’ll let you catch your breath and meditate on how this affects your future relationship with me 😉

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Innovations begin when the system is stuck

All great innovations emerge out of rigidity. They are born when someone recognizes that the system – the company, the industry, the country – has frozen and can no longer react to new opportunities or threats. When this rigid state appears in the business world, what you see is a company that is stuck in an old perspective. The competition is also stuck in the old frame, and so are the industry experts, customers, distributors. This state persists until someone with sufficient discontent recognizes the hidden opportunity in the frozen system.

Thus the starting point to innovate is to recognize when the system has fallen so far into a state of rigidity that the time is ripe for a new order of things and thus challenge the rigidity with a new idea. Doing this is not easy. Most rigidity comes not from physical limitations but from mental ones that are harder to recognize and harder to dissect.