Dell.com: Quality computers and decent support at a value price
Written: Jul 21 '02 (Updated Jul 22 '02)
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I have used Dell.com to order computers both for personal and business use. Most people associate Dell with the cut-rate consumer PC deals they're advertising nowadays on TV. However, Dell also sells computer servers, storage, networking, peripherals and services to private and public businesses. Dell was the first company to offer online customized PC sales. Combined with value pricing and excellent customer service, Dell grew from a dorm room business into one of the largest companies in the US. I will focus on the online consumer shopping experience, using the last computer, an Inspiron Laptop, that I purchased for my father as an example and because the business purchasing experiences I have had with Dell have focused more on phone ordering and service, than online ordering.
Finding the model for you
The last time I purchased a Dell computer, it was a laptop for my father. After opening http://www.dell.com, I select the United States as my Country/Region, then Notebooks & Desktops, and further Notebooks. Although I have never ordered a refurbished computer from Dell, it is worth noting that they are available preconfigured for a significant discount if you are looking for a bottom line price and come with a manufacturer's limited warranty.
There are three categories of notebooks that Dell manufactures, Inspiron, Latitude and and Dell Precision Mobile Workstation. Inspirons are the least expensive, consumer oriented laptops. I used a Latitude for several years as a business laptop in my last job. As the name implies, Dell Precision Mobile Workstations are designed for advanced mobile productivity. I chose an Inspiron for Home and Home Office for my father who was recently retired and not a very sophisticated computer user, but considering a job that would require commuting several hundred miles each way by car during the week. The Choose a Notebook page displays the current models with basic configuration information and current discounts. Once you decide which model interests you, you can buy the recommended system or customize your computer.
Customizing your computer
Less types of customization are available for laptops than desktops because of the nature of the system. First you select the base system, including the default processor, productivity software, display, and warranty. As you continue to customize your system, you can select a different processor, memory, hard drive, fixed or removable CD/DVD drive, storage devices and media, battery, warranty, installation services, operating system, bundled software, training package, virus protection, internet access, modem, network adapter, and other options, such as carrying case, floppy drive, AV software, external monitor, external speakers, and port replicator. Each option lists what the option is and how much more or less it will cost to select. Each option category provides a Learn More button if you need some guidance choosing. Click Continue to select more software and accessories, like printers, cables, cameras, scanners, and projectors. Click Update Price & Ship Date to see how your selections affect the overall cost of your computer and when you can expect it to ship. Clicking Add to Cart puts the model and selections you have made in a shopping cart.
Pay careful attention to the options. The free upgrades are available through these options and may not be automatically selected for you. Also, some options may be selected for you that are not in your best interested. For example, I have been pricing desktops for my mother lately. In the hard drive options, there are currently free upgrades to 40 Mb and 80 Mb drives, but the 40 Mb drive is automatically selected. Also, the refurbished monitor was initially selected, but it was the same price as a new monitor of the same size with the proper options selected. The best deal for you will depend on your needs and the options available at the time you order.
Shopping Cart
The shopping cart will show the system and accessories you have selected. You can view your system details, reconfigure or delete items from the individual listing. The shopping cart also allows you to enter coupons, estimate the tax and shipping, and view the total price. Any applicable shipping discounts will show after you estimate shipping. The detailed view of your computer show all of the options you have chosen.
In order to Checkout, you must create an account. Account Registration includes your name, email address and a password. The Shipping page include entering information for name, address, phone numbers and shipping method. You must also declare whether or not you plan to export the system outside the United States.
Multiple payment options are available. You can apply for a Dell Preferred Account, pay by E-Check, or pay using up to two credit cards, including Visa, Mastercard, American Express, Discover and Diners Club. If you choose E-Check, your account will be debited within 24 hours. A $25 fee is assessed if the check bounces. Finally, verify and submit the order.
Shipping, Product and Customer Service
I have always been satisfied with the timeliness and component security of Dell's shipping. The Dell laptops and servers I have worked with have been fairly durable, but have had occasional problems.
My experience with Dell's customer service when I've had issues has been somewhat spotty over the years, but the problems would eventually be resolved. Initially, Dell would send a computer technician, who may or may not be very qualified to diagnose and fix the problem with my computer. After I have asked for a technician more than twice for the same problem, the system will generally get shipped back to the factory for review. For example, on a business laptop the CD drive kept failing and was, eventually, diagnosed as a motherboard issue that could only be resolved by replacing the motherboard. The process of getting a technician scheduled to come out, getting a replacement part and having it installed can be frustrating at times. My experience has been that the larger Dell grew as a corporation, the more difficult it has been to get quality, timely, on-site service. However, Dell's phone support has been fairly helpful, even speaking as a Software Engineer who can resolve most simple problems myself, and I am happy to encourage my mother and father to rely on it.
Bottom Line
Dell produces quality computers and provides decent customer support. The online web site offer easy-to-navigate customization if you know what you're looking for. Because the computer industry is very competitive with low margins, Dell doesn't always have the best price, but I encourage you to at least consider them for your next computer purchase.
© 2002 Janine White
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jiwhite
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Member: Janine White
Location: Chandler, AZ
Reviews written: 194
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About Me:
Criminologist turned Software Engineer
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