God, what a disaster
Written: Mar 04 '00 (Updated Mar 19 '00)
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Product Rating:
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Pros: Configure it any way you want
Cons: Crappy construction quality, bad design, poor ergonomics
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| three60's Full Review: Dell Inspiron 5000 R500LO |
Fellow Epinionators....I may be the first person to have a strong bias against Dell notebook machines, but let me tell you, this Inspiron 5000 really leaves alot to be desired. Initially, I thought the first machine we got was simply a lemon, but the second dud was even worse. This review is fairly negative, but it applies to this machine only and the resulting lack of technical support I received.
The Buying Process...
Thinking that all new Dell machines, esp new models, were Win2k compatible, I went ahead and spec'd one out for office use. We got it loaded to the brim, but there were some options that were not available using their web site (eg: extra port replicator, win2k, etc.) After going through the list of options on the phone, I only found out near the end that Win2k was not available as of early Feb 2000. So, after wasting all that time, we said, ok, we'll take it with Win 98.
The Arrival...
Dell normally gives you an ETA and then tries to deliver it before that day so you're pleasantly surprised. Same story here, it arrived about 5 days early. Everything came as promised, including a single docking station and 21" Trinitron. So far so good. Then things started falling apart shortly thereafter.
The Quality...
When I think Dell, the first thing that comes to mind is a quality brand name product. One should be aware that when it comes to notebook computers, quality construction is a really big issue; even minor design oversights can lead to dramatically reduced durability, usability and functionality.
Dell has 2 main types of laptop users: consumers and business users. The Inspiron is aimed at consumers who want the cool whiz-bang features at the best price, whereas the Lattitude series is for the heavy-duty business traveler who wants stability and durability. When I was initially on the phone with the Dell folks (their site isn't helpful), no one really pointed out that the Lattitude series is built alot better and is less flimsy. That said, when I opened the box of the Inspiron 5000, I found it quite shoddy and chitzy. the screen "flexes" alot, the unit does not slide into the port replicator with any kind of "snap-tight" authority and the overall fit and finish of some of the panels just isn't good.
The design of the PC card slots is really, really bad -- you have to push the lever twice to lock it in place, and THEN slide in your card. When I placed the order, I was told that only a certain kind of PC card modem would work internationally -- which flat-out isn't true.
We ordered our machine with a 15" XGA screen, which is big, but really not bright. Definitely a disappointment. Corner to corner illumination was acceptably even.
If you look at this machine, the entire outer casing is plastic. In this day and age, the most cutting-edge and light-weight machines are using magnesium for durability, looks and weight-savings. Why couldn't Dell do that here? The Sony VAIO's are aimed at the consumer market and many, many other machines that have much better housings. Anyway, enough whining.
The Setup...
Dell makes you run through some diagnostics before the actual machine will boot up. Fair enough. I ran through everything as per instructions but when it came to using the docking station, that's when things started to fall apart. The machine started hanging on reboot and shutdown -- I got the "Windows is shutting down" screen for like 1/2hr. After numerous hard restarts, I figured maybe this was a windows glitch. Then I noticed it wasn't waking up from suspend mode. Then the kicker was the networking card in the Advanced Port Replicator wasn't working right. In addition, the entire machine (p3/500/192MB/18gig) was acting very slow. It was time to call up tech support...
The Support...
I've had numerous good experiences with Dell, so I thought I'd give them a jingle. They were pretty supportive and receptive when I requested a replacement machine be sent out. Ok, cool....then the second machine arrived and with even more problems. Several of the panels were not well put-together and the machine still suffered from networking glitches. Again, called up tech support and after 20 mins on hold, I got a guy with a serious attitude problem.
I firmly believe that there should be 3 levels of tech support: beginner, intermediate and advanced. If I'm clueless, I'd like a really patient person to help walk me through things, but if I'm an expert, I wanna know exactly what is wrong ASAP. I got a guy who really didn't think I knew what I was talking about and even insulted my intelligence numerous times. Because the networking link light wasn't on, I was quite sure it was a hardware issue and when I brought it up, the guy asked me to give him more info -- problem is, they should know what hardware config I have, afterall, they built the darn thing! Anyway, we weren't able to resolve it so I asked to speak to a manager and then the guy went balistic and claimed I was snapping at him and being uncooperative! Holy cow! I calmly responded, "please put me through with a manager" and after 2 seconds, he hung up on me.
What Next?
I'm returning this piece of cr*p of a machine that's what! I really can't believe the wide-range of support I got (or lack thereof) even considering I'm part of their Business Alliance Program which is supposed to give you dedicated support and account help 24/7.
I'm really puzzled how my experience with Dell desktops has been fantastic but the Inspiron 5000 has really not done it for me.
Addendum 03/08/2000
I've decided to write a bit of a followup on this piece -- I got another call from Dell the other day, this time from a senior acct person and finally got some satisfaction. After offering profuse apologies for the rude service I got earlier, I was given the option of a complete refund or exchange for another machine. At this point, I had already ordered another set of machines, so politely declined the offer and asked for a full refund. Apparently, they're supposed to send me some Airborne Express Airbills to cover the costs of return. We'll see how it all turns out.
I just found this PC World article (http://www.pcworld.com/pcwtoday/article/0,1510,15641,00.html) about bugs in Dell laptops...While it doesn't explicitly name this machine as a problem, I experienced many of the issues brought up.
The good news is, my faith in Dell isn't totally rattled. If you plan to order alot of equipment from them, make sure you ask about their Business Alliance program. You'll be entitled to expedited orders, better technical support and shorter hold-times on the phone.
Recommended:
No
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Epinions.com ID:
three60
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Location: New York, NY
Reviews written: 34
Trusted by: 72 members
About Me:
I try to give real-world, user-experience reviews of electronics and SF restaurants. Since 1999. ha-ha.
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