Dell to Sell Inspiron and XPS Machines Through Best Buy

Today, we announced that Dell will offer XPS and Inspiron desktops and notebooks through more than 900 Best Buy locations in the United States in the next few weeks.

What products can you expect to see? As far as notebooks: the XPS M1330 in white, the Inspiron 1420 in black and the Inspiron1521 in blue and black. Desktops: the Inspiron 530, 531 and 531s models. Beyond that, we will also sell the XPS One, our new all-in-one PC through Best Buy. Customers will also be able to shop at Best Buy.com as well. We'll be adding more models and colors later this year.

Dell will provide service and support for systems purchased at Best Buy. Update: 12/21—My apologies. This statement I wrote was not accurate. When I can pull the details together about the how the support process will work, I'll blog about it and will link to that update from here once it's published.

Update 1/14—Here's the update post that clarifies service and support on machines purchased through Best Buy.

With this agreement, our products will be available in nearly 10,000 stores around the world. We will continue to focus on expanding the number of retailers we work with in order to reach more customers worldwide. Connecting with more customers is what this is really all about. Best Buy joins a list of other retailers we have agreements with. I've blogged about most of them (though I missed the Carrefour announcement in Europe last month).

If you interested in learning more, feel free to check out the Retail category on Direct2Dell.

Comments  Comment RSS Feed

Chris R. Roberts said:

As a Kiosk Lead for one of the Dell Direct Stores, I think this is great!  Not only will this help expand the company's growth in market share and consumer base, it will open up many, great opportunities for every DBR in DDS to exceed in different career paths!

Kudos to Michael Dell for making this decision...And to be honest, who REALLY didn't see this coming;)

Cetoken said:

Blecch.  This seems like a very misguided idea to me.  Best Buy is widely reviled for poor service (pre-sale, mid-sale, and after-sale), ignorant sales reps, predatory warranty sales tactics, and did I mention horrible customer service?

While Dell will still be providing service and support for these products, having the tarnished Best Buy reputation attached to the Dell name - which has itself been somewhat diminished after the offshore support issues of the past and present - may further weaken Dell's standing with current and prospective customers. 

I for one will not set foot in a Best Buy store, least of all for computer-related items.  This is one retail partner that Dell should have declined.

jervis961 said:
Great move!!  I currently would have to drive 2 hours to find the closest Dell Kiosk when I want some "hands on" experience with a product I am interested in buying.  Now I will be able to not only be able to experience but maybe even purchase a product with only a 20 minute drive.  What better way to gain customers than by making it easier for them?  Although I hope there will be some more color choices in the future(hint:  black XPS).
Reg Jones said:

I'd really like to see Dell's monitors especially 22" and 24" Ultrasharps added to that Best Buy list.

We want to actual see the monitor's screen before we buy!

Otherwise judos to Mr. Dell 

 

 

anon said:
Dude, you should have simply purchased Gateway, who finally figured out how to make money selling through this low margin channel.

If selling Dell computers at Best Buy, Staples, and Wal-Mart get people to buy Dell and keeps people from buying crappy HP or Toshiba (not to mention some other brands) then I am all for this move.

 

MoneyGuyBK said:

I do not agree.

BestBuy does not have the reputation it takes ... and to sell a XPS model of any kind there, really degrades the XPS name/brand.

As it is too many of Dell products are branded as XPS, by doing so, Dell has really taken the exclusivity of the Name XPS and dumped it low.

I really wish Dell would limit how many products they badge as XPS.  By comparison, some are no more than a regular product with higher price tag.

Oh, I forgot, XPS equals better Tech Support!

Peace

Maybe that explains why my parts have been put on the back burner twice now . My floppy for my xps 420 have been back ordered twice now, this has never happened before. Maybe on line customers are not going to get the service we are used to getting  . In the email I received of the back order, I must reply asap or the order will be canceled, h'm, doesn't sound too friendly ......

 

 Bob Moyer

Kent Berman said:
Well, Dell needed to do this!   Dell has the best business machines in the world and the best infrastructure to build, deliver and implement business solutions.  But Dell has struggled in consumer because people want to touch and feel notebooks before they buy.  It's about time Dell hit the shelves.  On the flip side, the competitive prices of HP, Gateway and others will make it very difficult for Dell to make a profit in its retail channels.  It will take a couple of years for improved service and product availability via retail to make a significant impact on demand and market share ultimately driving Dell's top and bottom lines.  I jumped ship from Dell Direct Stores because I saw this coming and I couldn't be happier with my decision to get out when I could.  What a crazy company to be in right now!  Apple is far superior in my opinion but I still believe in the Dell product and can't wait to see what the future holds for a company that spent years at #1.  Don't be surprised if what Dell has done in the past and is trying to do now looks nothing like the future of Dell.  In the computer industry, when a giant like Dell undergoes a crisis like they have (poor customer service, falling demand caused by low investment in product availability and low investment in R&D + failure to strategically leverage AMD processors, SEC investigation, bad press on manufacturing problems, huge battery recalls, etc. etc. etc.) their only choice is to change .  HP changed dramatically several times before they got it right.  Gateway has done the same thing.  IBM... same story.  Anybody seeing a trend? 
ducky said:
In what areas first, though?
Severence said:
I thought it was interesting that someone was complaining about Best Buy being widely reviled for things like bad support and ignorant sales reps.  Of course that happens, but guess what, it happens at Dell just as much.  Sales reps telling customers that they need Windows XP Pro (back when that was standard) because you cannot set up a home network without it, for example.  Like it or not, Dell lost their market share to Best Buy in laptop sales last quarter, and if you really want to keep your brand as elite as you believe it to be, the only way is to get involved in a retail partner.  So your choices are Best Buy, Circuit City, CompUSA, and Wal-Mart.  Hmm, well CompUSA doesn't exist anymore, Circuit City will be out of business within the next 2 years.  You'd honestly rather have Wal-Mart selling your precious Dell machines over a real electronics retailer?  Talk about ignorant sales people.  Even if you don't like Best Buy, recognize it was probably the only way to keep from losing business and market share.
Ace Bandage said:

DELL is like a dumb JOKE, that people telling over and over again. 

Sorry, but I have been in IT for years and I have worked on Dell machines till I'm sick.  I have seen Dell's rise and fall.  Now they are just trying to copy the success of HP; very sad.  I mean com'on it was just 3 years ago that Micheal Dell said that "He would never go into Retail..." and that "No one could be successful in Retail..." and that "Direct sale was the best business model...".  Make up your mind Mikey.

Can we say "Flip Flop"?

I can't wait to see Dell fall flat on this one, they can't take care of the customers as it is, now they are going to bring in more at Retail. 

WHAT EVER!

And another thing DELL does not spend money on R&D, they just buy parts from OEM companies and puts them together in grey plastic.

Jed Friedman said:

What DELL does not make clear is that if you buy a DELL from BESTBUY, you are stuck with BestBuy's technical support.  I bought an XPS ONE from Best Buy recently.  When I called DELL technical support to troubleshoot something, they said that they could not offer me any technical support on a product purchased from Best Buy and that I would have to carry my (very heavy) desktop over to BestBuy to resolve a minor issue.   THIS IS ABSOLUTELY AWFUL.   In the future, I will never buy a DELL again.   If you are going to buy a DELL, you should be able to get DELL technical support and not sub-par BestBuy technical support. 

jason said:

I'm boxing up my Dell XPS One I bought yesterday and returning it....will buy some other brand. Called Dell and they said basically "sorry contract with Best buy can't help you"  Called Best Buy and get a high school kid that tells me "ummm sounds like its not working.. bring it back and exchange it"

 

Thats really what i want to do after loading all my files to have to delete them and get a new PC for a minor issue....

 

Great Service Dell!!!!

 

Geeked off said:

Called geek squad to help with problems with my Dell .They promised and reassured me they could fix the problem for 129.00.After 5 days and 9 different technicians some at 4 hrs a clip I was no longer able to connect to the internet and the computer was rendered useless.I was told that i RAN OUT OF TELEPHONE SUPPORT[lie] from spec ops carlata out of the Fort Lauderdale geek squad terminal.I found that most were incompetent and went out of their way to misimform me with warrantee lies. I contacted the Better business bureau Geek squad did respond with an offer to send me a 100.00 refund.I refused and contacted the Ny state consumer fraud unit for the bait and switch tactics.The person who gave me home support  and when I called geek squad I was told he voided this warrentee also and i wasd not covered despite the 30 warrentee they advertized. I went directly to the store and had to get in a store managers face for them to correct that info. They set up another appointment that i CANCELLED AS I WILL NEVER DO BUSINESS WITH BESYT BUY GEEK SQUAD DO TO THE INCOMPETENT AND LYING PERSONELL THEYEMPLOY.tHEY RIPPED ME OFF 220.00 AND LOST THE BUSINESS FROM MY FAMILY FOR GOOD.what a scam crappy company.

james said:

I bought a new Dell XPS system for my wife, for school.

I configured it online, and all was fine.  Then, i get a call from a support guy to 'confirm' the order.  Nice service so far.  However, he then starts offering me upgrade deals.  So, it made financial sense to upgrade the memory..so I did. 

Well, the dummy messed up the rest of the order and I ended up getting the wrong laptop, 2 weeks later (note, my wife was needing this for school ASAP).  So, we shipped it back and got a new one ordered...but because of my trouble or 'inconvenience' the Dell customer service person promised me a $100.00 refund, that would be taken off of my bill.

See below chat session reference:

01/16/2008 09:08:49AM

James O: "i ordered an Alpine White laptop"
01/16/2008 09:09:09AM James O: "i got a confirmation telephone call from dell......in which i agreed to upgrade the memory and video card"
01/16/2008 09:09:13AM James O: "they did that"
01/16/2008 09:09:15AM James O: "but"
01/16/2008 09:09:32AM James O: "they also changed the case from Alpine White to Tuxedo Black.......which I did not want them to do"
01/16/2008 09:09:39AM James O: "i guess they did this on accident"
01/16/2008 09:09:49AM James O: "therefore, i chatted with customer service..."
01/16/2008 09:10:04AM James O: "they gave me a link to make the change request, because it had not shipped yet"
01/16/2008 09:10:07AM James O: "i did that"
01/16/2008 09:10:20AM James O: "but now it says it shipped....and is Tuxedo Black"
01/16/2008 09:10:27AM James O: "therefore, they didnt make my change"
01/16/2008 09:10:30AM Agent (Anju Khera): "That is correct."
01/16/2008 09:10:33AM James O: "hope that makes sense"
01/16/2008 09:10:35AM Agent (Anju Khera): "I am sorry to hear about this confusion in configuring your."
01/16/2008 09:11:04AM James O: "so what did they send me...black or white"
01/16/2008 09:11:29AM Agent (Anju Khera): "I see you are going to get TUXEDO BLACK XPSM1530."
01/16/2008 09:11:40AM James O: "thats bad"
01/16/2008 09:11:55AM James O: "what can i do to get the white one"
01/16/2008 09:13:43AM Agent (Anju Khera): "James, I see you are going to get the Tuxedo black laptop."
01/16/2008 09:15:03AM Agent (Anju Khera): "I am checking the information for you."
01/16/2008 09:15:13AM James O: "ok"
01/16/2008 09:15:30AM Agent (Anju Khera): "Please allow me 2-3 minutes while I research the information for you."
01/16/2008 09:15:53AM James O: "ok"
01/16/2008 09:17:49AM Agent (Anju Khera): "Thank you for staying online. I appreciate your patience."
01/16/2008 09:18:41AM James O: "ok"
01/16/2008 09:19:00AM Agent (Anju Khera): "James, as you wanted the Alpine white case, I can process the return for the full system and process the credit request for you."
01/16/2008 09:19:12AM Agent (Anju Khera): "You can place a new order with sales department."
01/16/2008 09:19:33AM Agent (Anju Khera): "We will give you full credit for the existing order."
01/16/2008 09:19:39AM James O: "one sec"
01/16/2008 09:20:13AM Agent (Anju Khera): "Sue."
01/16/2008 09:20:16AM Agent (Anju Khera): "I apologize for the typing mistake."
01/16/2008 09:20:18AM Agent (Anju Khera): "Sure."
01/16/2008 09:21:07AM James O: "my wife just called....said that they just dropped off the laptop"
01/16/2008 09:21:29AM James O: "so if i return it, what will happen"
01/16/2008 09:21:47AM Agent (Anju Khera): "I will explain you the return procedure right away."
01/16/2008 09:22:03AM James O: "please explain, but dont do anything yet"
01/16/2008 09:23:00AM Agent (Anju Khera): "I will send you the prepaid return shipping label on your email as well as I will give you the return authorization number. You need to take print of return labels and drop the package at nearest UPS store with the return label pasted on it."
01/16/2008 09:23:36AM Agent (Anju Khera): "Once we receive the item back at Dell, you will receive the credit within maximum of 31 days back to your original mode of payment."
01/16/2008 09:25:12AM James O: "one sec"
01/16/2008 09:25:31AM Agent (Anju Khera): "However, this is the maximum time frame, however you may receive the credit far before 31 days."
01/16/2008 09:25:44AM James O: "ok"
01/16/2008 09:25:46AM James O: "well"
01/16/2008 09:26:07AM James O: "i'm considering sending it back"
01/16/2008 09:26:19AM James O: "but i hate the long time period before we get the new one"
01/16/2008 09:26:21AM Agent (Anju Khera): "All right."
01/16/2008 09:26:31AM James O: "my wife needs it for school really bad"
01/16/2008 09:26:39AM Agent (Anju Khera): "James, you can place a new order anytime."
01/16/2008 09:26:50AM James O: "yes, but it takes 2 weeks"
01/16/2008 09:27:24AM Agent (Anju Khera): "I will try to get the credit processed for you on priority once we receive the order back at Dell."
01/16/2008 09:27:44AM James O: "credit is not the problem..i have 7k limit"
01/16/2008 09:28:12AM James O: "can i get a discount on the new one, for my trouble"
01/16/2008 09:28:31AM James O: "as it was one of the dell people's mistake that this happened"
01/16/2008 09:29:20AM Agent (Anju Khera): "You being valued customer to Dell, I will be able to give you the adjustment of $100 once your receive new order."
01/16/2008 09:30:16AM James O: "200.00 adjustment sounds better to me"
01/16/2008 09:31:55AM Agent (Anju Khera): "James, I apologize, however, i am unable to offer you the adjustment of $200. I have offered you the adjustment of $100 out of gesture."
01/16/2008 09:32:47AM James O: "the 200.00 would cover the upgrades that I agreed to make..........which caused the mistake in the beginning by the dell confirmation person"
01/16/2008 09:33:11AM James O: "for the memory and the video card"
01/16/2008 09:37:07AM Agent (Anju Khera): "I apologize for delayed response as I was facing issues with the applications."
01/16/2008 09:37:34AM James O: "not a problem"
01/16/2008 09:38:21AM Agent (Anju Khera): "James, I understand your issue. However, I am unable to offer you the $200 as it depend on the order value."
01/16/2008 09:39:22AM Agent (Anju Khera): "James, we can only process the adjustment on the basis of your order value."
01/16/2008 09:39:44AM James O: "so what's the maximum adjustment you can make on my order"
01/16/2008 09:39:49AM Agent (Anju Khera): "I would request you to contact us once you receive a new order."
01/16/2008 09:40:29AM James O: "no"
01/16/2008 09:40:44AM James O: "is 100 the maximum?\"
01/16/2008 09:41:20AM Agent (Anju Khera): "Yes."
01/16/2008 09:41:28AM James O: "fine"
01/16/2008 09:41:42AM James O: "can you provide me with a promotion code"
01/16/2008 09:41:53AM James O: "so that when i do the new order, it can be taken off then"
01/16/2008 09:45:04AM Agent (Anju Khera): "James, you will be charged initially. We will be able to reverse the charges once you contact us."
01/16/2008 09:45:24AM James O: "that's fine...."
01/16/2008 09:45:38AM James O: "but how can i prove that you gave me the 100 discount"
01/16/2008 09:46:13AM Agent (Anju Khera): "I will give you the case number at the end of chat as reference number for the credit in future."
01/16/2008 09:46:32AM James O: "ok, that will be great...thank you"
01/16/2008 09:46:44AM Agent (Anju Khera): "You are welcome."
01/16/2008 09:46:45AM James O: "so what is the return process"
01/16/2008 09:47:01AM Agent (Anju Khera): "Should I process the return now?"
01/16/2008 09:47:15AM James O: "yes"
01/16/2008 09:48:10AM Agent (Anju Khera): "All right."
01/16/2008 09:48:21AM Agent (Anju Khera): "Please allow me 2-3 minutes while I process the return for you."
01/16/2008 09:50:02AM James O: "ok"
01/16/2008 09:55:25AM Agent (Anju Khera): "Thank you for staying online. I appreciate your patience."
01/16/2008 09:55:47AM James O: "i have to go soon"
01/16/2008 09:55:50AM James O: "almost done?"
01/16/2008 09:56:48AM Agent (Anju Khera): "Yes. I have processed the return."
01/16/2008 09:56:56AM James O: "ok"
01/16/2008 09:57:26AM Agent (Anju Khera): "Please note down the return authorization number 099018653."
01/16/2008 09:57:37AM James O: "so does the reutn slips come in the mail, email or ?"
01/16/2008 09:58:07AM Agent (Anju Khera): "I will be able to send you the prepaid return label on your email within few minutes."
01/16/2008 09:58:47AM James O: "ok"
01/16/2008 09:58:57AM James O: "so i take that to a UPS Store"
01/16/2008 09:59:05AM Agent (Anju Khera): "That is correct."
01/16/2008 09:59:07AM James O: "then go online and process a new order"
01/16/2008 09:59:20AM Agent (Anju Khera): "Sure."
01/16/2008 09:59:29AM Agent (Anju Khera): "I will stay in touch to keep you informed about the return status."
01/16/2008 09:59:33AM James O: "then what is the case number to reference for the discount"
01/16/2008 10:00:09AM Agent (Anju Khera): "The case no. for today's chat is 184848162."
01/16/2008 10:00:30AM Agent (Anju Khera): "I have your contact number as ###-#######."
01/16/2008 10:00:32AM Agent (Anju Khera): "Please provide me your alternative contact number and best time to call you."
01/16/2008 10:00:36AM James O: "yes"
01/16/2008 10:00:55AM James O: "########## after 5:30pm eastern time"
01/16/2008 10:01:01AM Agent (Anju Khera): "Thank you."
 

 

 

However, when I called Dell on 4 occassions, and even talked with management level, they tell me that 'dell doesn't do refunds or credits as the system doesn't allow them to do so.  So, i must have just been mis-informed."

 What the hell kind of customer service is that.  It's lies, and I have it in writing.  If a service rep promises something, then it should be done. 

What happened to Customer's First and Ingegrity Dell?

As of today, 4/25/2008, I have not received my $100.00 credit, and it remains on my account.  I ordered this back in January per the chat above.

Buyer's Beware!

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