Small Business - All Comments

re: Europe Vostro Keyboard Issue: What We're Doing

Kerry Bridge, EMEA Digital Media Communications — Thu, 15 May 2008 14:32:58 GMT

Hi - Bill answered a few of the questions that are coming in here. http://direct2dell.com/smallbusiness/archive/2008/05/14/europe-vostro-keyboard-update.aspx

KerryatDell

re: Europe Vostro Keyboard Issue: What We're Doing

Guillaume — Thu, 15 May 2008 12:59:14 GMT

As far as I'm concerned I'm quite satisfied with Dell's action to replace my keyboard.

I'm sure there are some less reliable companies out there that would not even have bothered replacing the keyboard, and others may have taken a longer time to replace it, or would have forced the user to send the laptop back for a replacement, letting him with nothing while making the fix.

re: Europe Vostro Keyboard Issue: What We're Doing

Kevin (UK) — Wed, 14 May 2008 15:19:04 GMT

This is very poor, I spoke to dell customer services the day after it arrived who then told me no refund was possible and to wait contact from them, I would then be given 3 options, replace, engineer to fit new keyboard or new keyboard and fit myself.

Then i got an e-mail saying about the mistake and that in 15 days somone would be in contact to arrange sorting it and that if i didnt want to wait that long I should conact e-mail address, which i did saying i didnt feel confident changing the keyboard myself and would they please arrange this to be done asap no in 15 days.

Waited 2 days and got e-mail back saying yes no problem they will be in contact in the next 15 days to arrange.

Still no contact and if they have not been in contact by tomorrow im going to speak to trading standards, as far as im concerned it was delivered faulty as its certainly not usable by somone that touch types.I dont want a bodged laptop and have already ordered the older model as a replacment, if they dont replace or refund then i will have no choice but to look at taking things further

Really going to look for an alternative supplier after this is resolved.

re: Europe Vostro Keyboard Issue: What We're Doing

Jack O'Regan — Tue, 13 May 2008 19:03:00 GMT

This IS poor show. Don't pat Dell on the back for fixing the problem ... thats what their supposed to do. This shouldn't have happened in the first place !!! It makes me wonder did anyone actually look at these laptops ? And if they did ... did they try typing something ? Seems like a pretty simple test to me. Do the guys testing this stuff not touch type ? oh dear .... I'm getting depressed. I myself work in IT and I'm well capable of replacing the keyboard or re-mapping the current one, but you know what ? I'm not going to. I don't care how long it takes I'm going to be on the phone and email everyday. This is Dell's fault they can fix it and I encourage everyone to request a field technician to do it. Can't wait for my call from Dell. I hope it is clear to dell that this is not a small problem, after only a few attempts this computer becomes too frustrating to use. Dell should give the keyboards they take from users and give them to the people responsible for this disaster... or beat them with them ...

re: Do Small Business Owners Need a Website?

brian — Tue, 13 May 2008 10:56:49 GMT

Small businesses do need a website because a website helps establish credibility.

I know of small businesses who have lost work because people found them in yellow pages, their competitors had websites and those competitors got the work (in case you're wondering how they know, many small businesses talk to their competitors)

Even if it is just a simple, neat page, it shows you take business seriously. Like the business card, it has become an essential.

re: Europe Vostro Keyboard Issue: What We're Doing

Chris Pope — Mon, 12 May 2008 20:23:37 GMT

Thought I'd add my 10 pence to the discussion...

Over the past 10 years I've had umpteen laptops, each with a different keyboard layout to the rest. The XPSM1330 I'm using has one that's different to my old Inspiron 2500, which was different to my Toshiba Portege 7000, which was different to my Compaq LTE Lite, so I don't know where this 'standard laptop keyboard layout' has come from! At work We have all sorts of machines from Compaq/HP, Dell and Toshiba, and by and large, the backslash moves around more often than an indecisive bluebottle.

For years, Toshiba hid the backslash next to the space bar - and which side of the space bar changed from model to model! Surprisingly, though, after a while, thats where you expect to find it!

Desktop keyboards aren't immune to reorganisation or the keys either - has anyone compared a recent Microsoft keyboard to the 'standard' IBM Model M 102/101 key layout?

I will concede that the double size Shift with a backslash next to it would be difficult to use, but:

It's a laptop, it's bound to be different to 'the norm' in some way
Dell have kindly issued a FOC (Free of Charge) replacement, advice on how to change it if you're brave, or they'll fix it for you if you aren't.

Other companies would charge you for a new keyboard, or try an aportion blame elsewhere - Dell admitted they made a mistake and are trying to make amends. More importantly, they LISTENED TO A CUSTOMER who said that their product had a flaw, something quite rare in this day and age.

And, if you're going to go to the trouble of remapping the keys in software, and/or painting new symbols on them, or otherwise rejecting the help Dell have offered, please don't complain about not receiving a service that you have refused.

re: Europe Vostro Keyboard Issue: What We're Doing

Simon (UK) — Mon, 12 May 2008 10:59:58 GMT

Why are you sending out new keyboards? The only change is the |\ key being moved to the RH side, and the Z-? keys being moved one place to the left. Why not just send out a key removal/insertion tool, and the software CD? Surely this would be safer/easier than replacing the whole keyboard.

re: Europe Vostro Keyboard Issue: What We're Doing

Janet Moore — Mon, 12 May 2008 10:18:20 GMT

I have just received my email telling me how to change the keyboard etc. I only got my Laptop last week!! My Primary concerns are the same as Damien Poland. And whilst yes Richard, and others who have brought up this issue 'this was a mistake and not malicious', Dell is a multi million £/$ organisation that has quality control (or not apparently) and they are paid NOT to make mistakes. They have all of our £500/£600-$1000/$1200 but in the meanwhile masses of people are inconvenienced and expected to do Dell's maintenance for them, under threat of do it or wait inevitably for Dell's first come first served basis offer of an engineer. Not a very gracious offer given this is their fault.

But that diatribe over, again, Like Damien I am most worried about the affects on warranty and accidental damage during my own efforts to do the swap!

re: Europe Vostro Keyboard Issue: What We're Doing

Bryan — Sun, 11 May 2008 07:40:55 GMT

My Dell Vostro 1510 is still in pre-production since I ordered it two weeks ago, will it now be sent out with the correct keyboard?

re: Europe Vostro Keyboard Issue: What We're Doing

kevin — Sat, 10 May 2008 23:10:13 GMT

I was offered a refund by Dell Tech Support and given a date for a pickup of the unit. But no one turned up on the agreed date to pick it up. Are refunds still on offer. Not impressed.