Don't you think it would be a good idea to keep your support pages up to date? Like mentioning that Windows Vista will be released on January 30th on Intro to Vista pages http://support.dell.com/support/topics/global.aspx/support/vista_support/en/vista_intro?c=us&l=en&s=gen

Todd,

Perhaps this is a case of perception - or mis-perception. You indicate there is a section of the web site that deals with "Before you Installation". One of the things I would like to know is "is the software available to complete a Vista install? Usually, drivers are the issue." That information does not appear. So, for pre-installation info, you have not met my needs.

The section on "During installation" only deals with RE-installation. Since I (and most others) are currently interested in upgrading to Vista, this section is of no value. We need first-time installation or upgrade to Vista.

So, while you may believe that you met the consumer request for Vista upgrade information, I don't see that there is any useful information that allows me to decide if I can upgrade.

peter

The support.dell.com downloads section is great.

I love the option of signing up for Dell technical updates.  The filter option for downloads and the expandable tree structure for viewing file releases is a great idea.

Well done Dell - you must have some great people behind support.dell.com working to make things better for your customers.

I posted this on the upgrade program blog page by mistake - this seems like a more appropriate location.

What is Dell's current plan (timeline) for phasing out Windows XP? What is the projected date for when XP will no longer be an option on a new Dell?

 Thanks

 Rob A
 

I suggest that your next post on this topic explains the thinking behind the launch of the 'Dell Presto' service in Europe, but not in the U.S. market.

Also, if Dell intends to fully compete with vendor-agnostic offerings like the Geek Squad, then it would help us to understand how you will support multi-vendor scenarios within the digital home ecosystem (computers, consumer electronics and related digital media software).

In the Presto announcement, it hints that in the future Dell will move up the customer support value-chain by eventually offering application-centric help to consumers. Does Dell currently have the in-house talent to support multimedia home networking applications, because in the announcement it wasn't clear to me.

Also, I suggest that you provide insights on how you intend to better engage 'Dell loyalists,' and leverage their active participation going forward. Again, I know that you intend to incorporate user generated content within the StudioDell initiative, but it's not clear if this will include prosumer co-created tutorials and 'how to' material that features Dell products.

My point: Apple has actively engaged their multimedia prosumer constituency, and I'm wondering will Dell eventually do the same? Meaning, even if Dell has the in-house talent, why not include your un-tapped customer talent pool within your evolving eSupport model?

David,

Dell does seem to be working on tapping the talent pool of their customer base. I think it's just not very publicized. From what I see, they're looking to allow it to develop organically.  You can see the core of it on their community forums. Granted, there's more that can be done, without hurting the organic approach. I think they've realized it though, and with all the initiatives Dell's been implimenting, I'm sure there's more to come.

What'sUpDell

The feedback feature is great but I doubt if you will receive a lot of feedback:

The link is buried at the bottom; you may want to push it up and increase the font size to boost affordablity (Fitts's law)

 I like to keep my computer up to date with all of the patches, and downloads, for all of the programs, on my Dell computer.  I have a 5 year old Dell computer.  I want Dell to scan all of the programs, and software that came with my Dell computer.

 Dell could require the companies, that make the software, to send update to the Dell site.  Then, Dell could scan my complete computer, and all programs.  Dell could then list all of the updates, and downloads, for the computer, and software, like the Microsoft Update site.

David, thanks for your comment.  You may not be aware, but in the US, we have a similar service known as Dell On Call.   The same services are available as with Presto, including incident specific help as well as subscription offerings.  Offers include assistance with spyware/virus removal, software applications (including Microsoft products), home networking issues/installation, PC maintenance and more.  You can find Dell On Call here so when you get a moment, check it out and let us know what you think.

The Presto and Dell On Call offering will cover the integration of common third party products and home networks—but is marketed to Dell PC customers.  For example, if you have a Dell PC and a non-Dell printer or router that you want networked, then we will support the integration, applications, drivers etc.  While we won't cover mechanical failures on non-Dell PC’s, we will certainly help with the diagnosis of them but mechanical failures will need to be ultimately addressed by the provider under warranty.  The focus of the service is on OS and application support and is therefore largely hardware agnostic. We also don't support the following: database development, programming, high-end AV installation (a 12-seat home cinema for example), Linux or Mac OS, specialist digital recording / mixing equipment and applications. 

The core of our offering is around the PC and the home network.  Our agents are trained to first of all understand what the customer wants to do / what their problem is—and agree that they can help them before any charge is made.  We are careful not to stray beyond our competency. We have plenty of experience internally with peripheral support from our own products. So far we have received very strong positive feedback on our agents and their technical competence. In addition, with Presto and Dell On Call, our experience and scope of coverage will continue to grow.