Smart things to do BEFORE (and after) you buy a Dell
Sep 02 '00 (Updated Sep 04 '00)
If you want to avoid being unpleasantly surprised when you boot up your computer for the first time, or if you want to have a plan for resolving problems before they occur, I offer this advice on "Getting to Know your Dell Computer Before you Order (and After it Arrives)."
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This review is Part 2 of a three-part review of my Dell purchase experience.
Part 1: "5 Ways to Save When You Buy at Dell."
http://recommended.epinions.com/cmd-review-B23-7294546-39ADBB3F-prod2
Part 3: "The Dell 4100: Problems, solutions, and should you buy one?"
http://recommended.epinions.com/cmd-review-17A5-1211C237-39B481E9-prod6
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Based on some of the reviews I've read of Dell computers here at Epinions, it seems that not everyone who owns a Dell knows about or uses the Dell support center and the DellTalk forums. The focus of this review is on what the Dell support center is and how you should use the DellTalk forums both before and after you purchase your system. By using the Dell support center before you purchase, you can become aware of any reported problems with the system you are considering, and learn about recommended solutions. Furthermore, after your system arrives and as you own it, the Dell support center can keep you up-to-date on any newly discovered issues/bugs.
What is the Dell Support Center? http://support.dell.com/us/en/home.asp
The Dell support site contains five online support tools described below. In this review, I mainly focus on one tool in particular, DellTalk, as a means of learning about the system you are considering.
Fix-It
The fix-it tools are "designed to help you diagnose and solve technical issues with your Dell system." Several fix-it tools exist to guide you through diagnosing your system.
Downloads
This is the area where you can locate and download drivers for your system.
Customer Services
This is where you can track your order, order upgrade components, explore service contracts and service plans and learn about DellNet's ISP service.
Learn
This area links you to a variety of tools that allow you to learn about the specifications of your system, press reviews, and other general information.
Contact
This area provides information on contacting Dell via e-mail, fax, phone, or by using Dell's online support forum, DellTalk.
I highly recommend that you visit the Learn section in the Support Center and that you examine the 'Learn More' links on the system configuration page. These two areas will give you all the specific details of the components you are considering and allow you to easily compare system options. Once you have explored these areas to help you decide which components you want, and what their specs are, then you should go visit the DellTalk area to learn what kinds of problems might be associated with the system/components you are considering. The remainder of this review discusses using DellTalk to learn about your system.
What is DellTalk?
DellTalk is an online forum of Dell owners and Dell Technicians. Discussions occur in an easy-to-navigate threaded form. Within the discussion, Dell owners can post messages about any problems they are experiencing with their system. Dell Technicians or other Dell owners then reply with recommended solutions. The discussion categories include:
Audio
BIOS
CD-ROM/DVD/CD-RW
Hard Drive
Joystick/Game Pad
Keyboard/Mouse
Modem/Fax
Monitor
Network
Printer/Scanner
Removable Media/Backup
Upgrade - Hardware
Video
Other - Don't Know
Why should I use DellTalk before I buy?
Dell systems are known for their reliability, and the Dell company is known for its quality support. However, even Dell systems can have glitches/annoyances/bugs/flaws that need to be remedied. By reading numerous posts about the Dell 4100 in the DellTalk forum, I learned that there is a known Windows shutdown problem with this series if shipped with Windows 98se (which can be fixed with an upgraded BIOS), that there is a known cooling fan problem that causes the fan to be extremely loud (which can be fixed by requesting a replacement fan), that Norton AntiVirus can cause the system to hang up (which can be fixed by turning off "auto-scan A: drive" in Norton), and that the standard modem is not that great (which can be improved, if desired, by upgrading the modem). I could mention about five other specific issues I learned about in the forums, but I think you get the idea. By reading the DellTalk forum posts, you can become aware of problems other owners are having and how they are being resolved.
How should I use DellTalk?
Here are some my suggestions based on my experience in the DellTalk forums.
1. Look in every DellTalk category. Even if you don't know what BIOS is, read the posts in that category to see if people are reporting problems with the system you are considering. Do the same for every category. This will give you information about every aspect of your chosen system from current owners.
2. Look for problems with other systems. Just because you are considering the XPS series, read about problems associated with the 4100 and L series as well. This lets you put all the problems in perspective, and gives you a better understanding of the differences between the systems in general.
3. Read several pages of posts. Don't just read the most recent posts. Go back at least 3-4 weeks or more to see what owners are saying about their systems.
4. Print posts that provide solutions. If a particular post spells out how to solve a known problem, print it out for future reference. This is much easier than trying to find the post again when you need it.
5. Pay particular attention to posts by DellTechs. Posts by Dell Technicians are in bold-face font. They often provide links to detailed explanations of problems and/or detailed solutions. Reading these posts will also give you an idea of what type of response you can expect should you ever need to post there.
6. Keep in mind that the DellTalk forum is mainly visited by Dell owners who are having problems with their system. Owners who are happy aren't going to visit the forum regularly. Therefore, the number of problems posted seems alarming, but it doesn't necessarily mean you shouldn't go with Dell. Remember, some computer companies don't bother to provide forums for users to post their problems.
7. Post your own questions, and request e-mail alerts to responses. Even if you haven't ordered a system yet, it is ok for you to post a question. You will find Dell owners are quick to respond with help if they can.
Final word
By using the DellTalk forum before I ordered my system, I was able to avoid some problems (I opted for Windows ME to avoid the shut-down problem associated with Windows 98se) and immediately resolve others upon its arrival (I checked to make sure my system had BIOS A03 and was prepared to upgrade it if it didn't. I also immediately set the Norton Antivirus options to avoid trouble). I was also prepared for the loud fan noise and therefore wasn't upset by it. I know I will be getting a replacement later this month.
If you are thinking about purchasing a Dell for yourself, or if your current Dell is giving you trouble, I hope you will follow the advice contained in this review and visit the Dell Support Center and DellTalk.
I hope this review has provided useful information to you. Part 3 of this 3-part review will be posted soon, and I hope my three reviews of my Dell purchase experience benefit you.
Thanks for reading and happy surfing!
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