My New Dell PC User Experience – Not Enough USB Ports

My Dell Dimension 8200 died last month – dead fan after 4.5 years – RIP – you can buy it’s old memory a valuable and rare RDRAM type here (sold it on ebay). I ordered a new Dell Dimension 9150, I wanted to summarize my thoughts both good and bad:

The Good:
- PC arrived in less than one week from the time I ordered it.
- PC came with a factory installed quiet and wonderful Western Digital hard drive. :)
- Sturdy case compared to some other brands I’ve seen recently.
- Tall tower with more internal expansion ports.
- New fan system is entirely different and whisper quiet now!
- New PC is much, much lighter.

The not so good, but not exactly ugly:
-     Dell got rid of the parallel port connection for printers so I had to buy a new cable from newegg.com – ironically they had a cable for $7 delivered. The “best” Best Buy price for any printer cable was $30+, who needs a Gold plated printer cable? Not me sounds like Best Buy isn’t focusing on the customers needs but on profit instead.  Fortunately I saw this in the design and ordered it and it got here first – this not only caused me to buy an unnecessary new cable, but it caused me to utilize another USB port.
-     Dell removed the old keyboard and mouse connectors such that they needed, you guessed it, two more USB ports.
-     I used up a PCI port to put in my USB 2.0 card from my old PC because I needed to, it’s sad that a new PC doesn’t come standard with enough USB ports. Please add more USB ports in the future models stock. How do you miss such a simple -3 plus nothing equals problem?
-     Silver is the new black apparently. But then why is the new monitor black when the new desktop is silver? I guess they didn’t get the memo in that division.
-     The express service code tag is way to small and white ink on a clear label on silver is not exactly the type of transparency I’m looking for from Dell.
-     The unit was shipped without the audio line in jacks set to on – this led to an hour of wasted time – both Dell’s and mine on an unnecessary phone call.
-     It was delivered via UPS, I can not think of company that has a lesser understanding of who the true customer is – the person on the receiving end paying the driver’s salary by paying for the shipping in the first place! This organization would do well to hire a Chief Customer Experience Officer that monitored the blogs for ideas (if they need help with candidate selection for the retained executive search, please let me know). If I had time, I might make this a Jeff Jarvis type blog about UPS, but I’m too busy with many more much more exciting things right now.

Any other questions? Please comment.

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5 Responses to My New Dell PC User Experience – Not Enough USB Ports

  1. Easton Ellsworth July 11, 2006 at 8:18 am #

    Two thoughts:

    1 – Jocelyn at ItsBadBusiness.com has a good little series on her own recent “Dell hell” customer service nightmare.

    2 – Check out the new Dell corporate blog at one2one.dell.com. I plan to review it at my blog soon.

    3 – Okay, I lied. This third thought is just to say hi, nice to meet you David and great work on this blog!

  2. Kyle Korleski July 11, 2006 at 7:35 pm #

    My sister owns a Dell and she tried to plugin her iPod Shuffle into the Dell and it wouldn’t fit. So, she had to pull the system unit out and plug it in the back. Next thing you know, I am giving her instructions on how to set it up over the phone. With the way she describes things though, it’s like performing open heart surgery when the patient is in Texas and the doctor in Alberta.

Trackbacks/Pingbacks

  1. David “Dsquared” Dalka - Creating Revenue and Retention » Dell Opens a “Blog” - July 11, 2006

    [...] Late last month, I purchased a new Dell, here is my unbiased review of it so far. It was written a week ago as a public service to both Dell and the blogoshpere. Maybe blog search engines need to reward those types of posts more, what do you think?     These icons link to social bookmarking sites where readers can share and discover new web pages. [...]

  2. David Dalka - Creating Revenue and Retention » Dell Blog - Still Waiting for USB Port Shortage Acknwoledgement - July 20, 2006

    [...] On July 7th, I posted a balanced review of my new Dell Dimension 9150, it would be great if Dell acknowledged the USB port shortcoming on their blog and discussed ways they could instruct UPS o treat people like the customers they are when delivering packages. This would demonstrate that they are learning and innovating from customers which is what it is all about!  These icons link to social bookmarking sites where readers can share and discover new web pages. [...]

  3. David “Dsquared” Dalka - Creating Revenue and Retention - Chicago GSB MBA » Dell, Starting to Truly Listen - January 17, 2007

    [...] Fast forward several months. My Dell Dimension 9150, bought last June, was recently having a problem with the keyboard space bar sticking (they should look into this spacebar failure as it should not occur on a new PC). I left a comment on the Dell blog about the issue. The comment was approved. Neil from Dell called me, selected a new keyboard and had it shipped out right away! During the conversation, Neil also took the time to listen to my past concerns and shipping preferences taking notes as we talked. The keyboard was received two days later. [...]

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