Dell's problems isn't down to paint, it's communication

Dell's problems isn't down to paint, it's communication

Summary: When you stop to think about it, you realize what a really lucky company Dell is. After years of below par customer service, it still manages to both attract new customers and retain many of its existing ones. It even manages to get irate customers to tell it what's going wrong - but is Dell listening?

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TOPICS: Dell
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When you stop to think about it, you realize what a really lucky company Dell is.  After years of below par customer service, it still manages to both attract new customers and retain many of its existing ones.  It even manages to get irate customers to tell it what's going wrong - but is Dell listening?

The latest issue to hit Dell are delays relating to the XPS M1330 notebooks.  The delay, according to Dell's blog, is partly down to paint:

One example of this is the painting process. Right now, Tuxedo Black is the only color that is consistently meeting our quality standards. That's one reason why some customers are getting their orders before others. The finish on the XPS M1330 is similar to a custom paint job on a car, but with one additional complexity—on a car, typical viewing occurs from several feet away. With a notebook, the typical viewing range is much closer... sometimes a foot or less. This requires a different level of attention to detail.  Why do I bring that up? There was no problem painting hundreds at a time.  But as we increased the volume, otherwise manageable factors like dust contamination caused our successful yields to decrease.  Adding to the complexity, the Crimson Red and the Pearl White colors require more coats of paint and more touches to create the finished product—that means there is more opportunity for dust contamination.

All this ultimately results in fewer finished parts from the paint line than we expected.  You may have noticed on Dell.com yesterday we discontinued the Pearl White color. The reason is that we are just not able to produce the kind of volumes of high quality product that we need to support demand. It takes about 5 coats of paint to get the appearance we were looking for.

The screens are also problematic:

Unanticipated part shortages also hold up our ability to ship products. The most obvious issue is one mentioned in earlier posts-the LED backlit LCD display. First off, it's new technology, and that means there are fewer suppliers available. Bright white LEDs provide the backlight for the LCD instead of a fluorescent tube. It results in a brighter display that offers better color reproduction, is thinner and lighter, and draws less power. This relatively limited supply base combined with stronger than anticipated demand-the number of orders has simply exceeded our expectations-has contributed to the delays. Our vendors are ramping production as quickly as possible, but these displays continue to be in short supply.

The problems as seen from the point of view of Dell's own customers are quite different.  While many customers are annoyed by having their orders delayed several times, what's really making customers angry is the fact that they don't feel that Dell, as a company, is able to pass on information effectively in a one to one fashion.  This blog post relating to paint issues has received hundreds of comments from customers who ordered systems back in June and who are still waiting for them to be completed.  Some customers are only slightly inconvenienced by the delays and are willing to wait, but others are absolutely livid, and with good cause.  But it doesn't matter whether it's positive or negative feedback, most of these customers are doing Dell a service - they're telling management (for free) what's wrong with Dell and suggesting ways that the company can put this right.

Here are some excellent suggestions that I picked up from the comments:

  • Set realistic delivery dates.
  • Make sure that options that might cause significant delay are highlighted early on so the customer can change their order if need be.
  • Make sure that all customers are informed - by phone and/or email - when their system has been delayed.
  • Don't charge the customer until the order is ready for shipping.
  • Make sure that customer service representatives have access to all the information they need to give the customer accurate information on their order.
  • Never, ever lie, or give the impression of having lied, to a customer.
  • Have a clearly defined compensation policy for when customers are messed about by excessive delays.

These are just a few points, but they would go a long way to help keep customers happy while they're waiting for their systems.  This issue with the paint can't have become an issue all of a sudden at the beginning or August (when the post was made by Dell).  The company must have known there was a problem much sooner than this yet continued to take orders and tell waiting customers that their orders would ship shortly.  Telling customers about the problem sooner rather than later and giving realistic shipping dates is far preferable to waiting and giving people false hope.

[poll id=169]

But is Dell listening?

Topic: Dell

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20 comments
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  • A resounding YES! Dell does listen.

    I'm pretty enthusiastic about Dell. They listened well to their customers during the Idea Storm. Result: Dell computers with Ubuntu Linux preinstalled. Wonderful! I love Dell.

    Greetz, Pjotr.
    pjotr123
    • If you live in the US and the limited selection...

      fits your needs.
      mrlinux
      • Good news for you (and me)

        Dell will soon sell those PC's with Ubuntu preinstalled, also in Europe and in China!
        http://news.zdnet.com/2100-9595_22-6201372.html
        pjotr123
  • Dell seems to listen better than others!

    It was much easier to find what I wanted on the Dell website than
    either HP, Gateway, or Panasonic. I received my computer the
    following day even though their online order status indicated it
    wouldn't ship for a week. I received a follow up phone call to
    check whether I was satisfied or had any questions or problems.
    I'd say they are certainly trying!
    kd5auq
    • Well the funny part about US customers only...

      is that Linux is far more popular outside the US, so why start in the list popular market.
      mrlinux
      • If they can sell them here . . .

        they can sell them anywhere!!
        JLHenry
  • For me it's support

    I used Dells for years and loed them. A fair price and
    outstanding support from local Dell employees based in the US.
    They actually cared about taking care of me and keeping me as a
    customer.

    then Dell went super cheap and dumped my support onto a 3rd
    party company in India who could only tell me to reinstall XP.
    After 3 reinstalls in a week with no lock and no other help I gave
    up and turned the Dell into a dust collector.

    Moved to a company that was listed as top in customer service,
    which happened to be Apple. Could have been IBM or HP, but I
    went with the top rated customer support because, in the end,
    that is what mattered most.

    Comparing my experience with Apple to Adrian's To Do list,
    Apple is conservative on their ship dates and generally beats
    them. There are no hidden coupons on the on-line store - they
    are very clear, such as the ipod rebate with the purchase of any
    Mac.

    They are also excellent in terms of communication. My wife's
    iBook went in for service when the track pad was acting odd on
    an intermittent basis. After about 10 days they called me, told
    me that another part had been damaged when the track pad was
    being replaced (probably a new tech learning how to change the
    track pad) and that a replacement part was not available for a
    while. I was given the option of having a free replacement and
    that replacement would be a new MacBook - at twice the
    processor speed of the iBook. That is honest communication and
    a very liberal compensation for the delay. A pretty good example
    why I put support at the top of my list of priorities.
    Ken_z
  • How to deal with DELL ...

    ... I think DELL suffers the same communication problems as all large corporates. When any of their standard processes fails they have no way of coordinating the company's efforts to resolve the problem. This inevitably results in irate customers, or rather irate ex-customers!

    Take for example DELL's handling of the VISTA EXPRESS UPGRADE programme. Countless customers worldwide had to wait 3+ months before their VISTA upgrade DVD's arrived. There was no communication about the delay except some belated and inadequate messages on DELL's blog.

    I should be very grateful to you Adrian if you would highlight and publish some consumer guidelines to help your readers in such situations. I tried to get them put on DELL's blog but my posts were censored ;-)

    I'll outline the UK variant.

    1. The UK Distance Selling Regulations, and indeed DELL's own terms of contract, require goods be delivered in 30 days from order acceptance.

    2. If the goods are not delivered then the vendor is in breach of contract.

    3. If the item is software available generally in the marketplace (e.g. VISTA was generally available Feb. 1st in the shops) then the customer should notfiy the vendor that he intends to purchase from an alternative source and recover the costs should the vendor not pull his finger out (say 14 days). Sweet: buying VISTA ULTIMATE RETAIL at UK prices and sending the bill to DELL.

    4. If the item is exclusive to a single supplier then the purchaser has the right to cancel the order without the penalties stated in the vendor's contract.

    5. If the order is part-delivered and the customer decides to cancel then the vendor must pay all shipping charges.

    I'm sure your lawyers can do a much better job than I have ... but you get the idea.

    So as Ed Bott says ... don't whine or complain ... litigate. You will find that you suddenly receive personal calls from DELL HQ (Reading) offering to solve your problems!
    jacksonjohn
  • Dell's problem: it's about shareholders, not customers

    And that is true of most businesses today.

    Dell lost it's way, like Apple did in the 90's and like Microsoft has (XBox, Zune, Vista POSOS)
    mlindl
    • chicken or egg

      Dell can't ignore shareholders... but they also can't ignore customers. As with any company you need both. I think it's inappropriate to say their problem is catering to shareholders, cuz as long as Dell is making money, the shareholders should be happy. The problem is as you said, Dell lost it's way. <i>(Disclosure, I am a Dell shareholder) But I think the computer market in general has lost it's way. With Microsoft Vista confusing or annoying consumers, Apple improving software but refusing to provide customization and the apparent emergence of Linux (I mean seriously, outside of a nerd/geek circle, who would have talked about linux 10 years ago) where is the computer industry headed? We have business computers, personal computers, media computers, handheld computers, phone computers...
      dchase2
  • Dell's support policies are also a problem

    I wrote a long series of posts about Dell's service polices and have gotten the impression that the company attempts to change the rules of the game so they can say that they're providing adequate service. In the end, customers have expectations set by years of experience and are angry when they get "substandard service."

    Dell will point out that the fine print of the contract allows them to claim certain levels of service but deliver something far less and it's all legal. Legal or not, they're not meeting customer expectations.

    Dan Kusnetzky
    dkusnetzky1
  • Dell's always listened to me...

    I've never had a problem with Dell support. Actually found them to be above par on many contact attempts. Not sure why so many folks find them bad. I guess we only hear from the bad attempts (they can happen), rather than from the good ones. Sad ZD-Net doesn't listen either.
    Narg
  • Moratorium on Personal Computers

    Dell, HP, Sony -- even Toshiba.

    Vista and XP laptops are shipping with critical failures:

    1. 10 minutes to download a Web page. Old PCs download same page in 3 seconds. Obviously junkware and memory issues. Brand new PCs used to work.

    2. Virtually nobody I have taled to on the front line or in engineering is taking responsibility. Sales, customer service, even engineering - they all say, "We can't do anything about it..." or "we are unaware of this...that is shocking...please send us information.."

    Quality Control is absolutely necessary in the manufacture of Personal Computes. When the entire industry cuts their prices but destroys quality -- the industry is completely out of touch with consumers.

    Both home and business consumers need to consider why the iPhone can surf more quickly and effectively than personal computers that have tons more memory and storage.

    The reason? The PC manufacturers are sacrificing quality for revenue. When a PC can no longer function, the market must respond with authority. I'm talking about slam-dunk authority. I'm talking moratorium on all purchases of personal computers and canceling all outstanding orders.

    I have never seen this type of quality failure in any industry, but because the manufacturers are playing dumb -- I think that we must treat them like you treat dirt. Use a broom and sweep them into the dust pan. Management for HP, Dell, IBM, Sony and Toshiba must be purged.
    author209
    • Dude....its not the hardware

      Its your OS.... I imagine your in the Windows enviroment. Have a peek at a Mac or Linux machine. The bloat in MS's coding slows everything down. Notice that each version of Windows requires double the memory of the previous one to operate reasonably. You don't see this problem on the other platforms.<br> I am running the same version of my non-Windows OS on 3 different generations of processors from a 450mhz (256 MB) - 2.8Ghz (1.5 GB). The main difference is time it takes to start up the apps. (the older ones being slower), and how many things I can multi-task since the newer machines have more RAM.<br> As should be the case the older machines preform slower than the newer ones running the same apps not the other way around as going from say XP to Vista.
      devlin_X
  • dellHELL

    After being a corporate client of dell since 1979, dell convinced me to cancel my current order for a birthday laptop for one of our employees and ANY possiblity of future business with the delltones AFTER a week of emails requesting a removal of the mistaken excess charge of $1000 AND receiving a promise from a man & woman w their problem team. After attempting to comprehend the English that they both spewed from Bangladesh / Pakistan / India OR ????

    How to become Osborne computer losing clients one by one
    al2100nelsen
    • 1979?

      Corporate customer of Dell since 1979? Michael Dell was 14 in 1979. Was Michael Dell running a neighborhood lemonaide stand that you were buying from?
      mtwk2001
  • Dell Listens???

    It would surely be nice, but I doubt it. At the very least they do NOT think. I bought a Dell Inspiron E1505 with Ubuntu. The brain fade defects that I received are:
    The video driver had no resolution that fit the display.
    The installed Intel wireless card had no provision for WPA protection even though the WiFi card is not the latest one from Intel and Intel had the WPA code for this WiFi card on the Intel website.

    I don't know whether to blame the flaky network availability display on the Ubuntu automatic network resolution code on on something that Dell did. The application is supposed to be automatic, but I would surely prefer to have the display show Modem, Ethernet, and Wireless all in the display box with their status clearly shown every time that I check the Network Status with the Network connection icon in the Panel.

    The audio output from the laptop is simply too weak. It is necessary to use amplified speakers or headphones.

    It appears that I shall have a nice computer by the time I get done, but the thing should have worked properly ?Out Of The Box? instead of refusing to reboot after applying the internet upgrades and forcing me to find and install what Dell forgot. Fortunately, the included Ubuntu CD installed properly and I have had no further OS or hardware problems
    Update victim
  • Dell Not only listens ...

    ... but they also help. On several occasions I have had to order a machine for someone who was going, out of the country, to school, or otherwaise needed the machine immediately. They have always gotten the machine to us by the time we needed it, even though that was often weeks and in one case a month before the estimated ship date.
    Aragorn2
  • I was a huge Dell fan until this....I now build my own systems.

    I wrote Michael Dell Himself....not like it really made a difference.

    After the experience that I posted below....I definitely decided that Dell does not listen any more. Maybe one day Michael will get the company back on track, but for now...I'll pass.

    Dear Michael,
    First off let me start by apologizing for contacting your office directly again, but this experience must be the most unbelievable that I have had in a while. My wife is simply speechless and has ask me not to even bother with another attempt to close this case once and for all. She is currently very happy with her new Dell XPS 600, but your support people are another story. She would just as soon ask for a refund than go through this experience again.
    Please see the earlier email that I sent towards the bottom to refresh your memory for this case.
    I was finally contacted about a week after the original email that I had sent to your office. The support person that contacted me directly was a girl named Debbie at 1-800-624-9897 ext. 7236689. She seemed to be curious, but I don't think that she was very pleased with me and the fact that I went to corporate with my problem. While this may have not been the case, she sure did forget about me once we finished our conversation. I was informed that a new Computer was on the way and all would be taken care of.
    Well this is far from what happened. In the past and according to the warranty agreement the issues should have been resolved within a couple of business days. I did indeed receive a new Tower a couple of days later. This was not Debbie's doing though. It was taken care of by Kurt in India. I commend him for following through.
    I immediately setup the new XPS 600 Computer tower when I came home from work. I then scheduled for a pick up of the warranty return computer. It was picked up on 03/01/2006. I started the new Computer and Activated Norton Internet Security 2006, which came with the new system. I then performed the Norton updates and restarted the new computer. To my amazement, the new computer did not restart, but instead came to a Critical Error Screen or more commonly known as the "Blue Screen of Death"! All that I could think was...."WHAT THE?????? NOT AGAIN"!
    I then restarted the system into safe mode and was able to disable startup items and then I was able to restart the system into normal mode. The error screen originally stated that there was a driver issue, but after reviewing and attempting to disable individual drivers etc.... I was not able to locate the source of the problem. I must say that I was not happy at all at this point and decided not to look for the problem any longer.
    I decided to go this one alone and not argue with my wife over this. Rather than spending hours online with Dell support and time off from work again, I formatted the system the following weekend. I was able to get the system working with no errors. I installed Norton Internet Security 2006 and all Microsoft updates along with preferred additional software and the system continues to run flawless. Finally....we have a system that is by far the best that I have see to date.
    Now my only question was, did Debbie follow up by sending a replacement Monitor? We waited a couple of weeks and did not receive the monitor. I then had my wife contact Kurt from India's Dell Support on her day off and we were told that a monitor had never been shipped. He then started a new Case # 69563570 and he informed my wife to contact him the following day for a tracking number. We contacted him as directed, but received no reply. I then contacted him again on 03/11/2006 and still no reply.
    The next day my wife then took time away from work to make a last attempt to call on the status of the replacement monitor. She finally was able to get a hold of Kurt from India and he informed her that Debbie at 1-800-624-9897 ext. 7236689 had for some reason put a stop on this and she had to approve anything before the monitor could be sent. I could not believe my ears. "This was over the top to say the least!"
    We are now several weeks later and Debbie had not even addressed the issues that I was having. Shame on her! I immediately took time away from work again to call only to talk to an answering machine. I did leave a formal and very direct message stating that we had the new Replacement Computer Tower, but still had not received the replacement monitor. I also informed her that the Warranty replacement tower was working fine. I never did tell her about the Blue Screen Error that occurred with the Second Dell XPS 600 straight out of the box. The system was now running fine so why bother. I also stated my intent to seek further advice if she did not choose to respond to my call. To my amazement she did call the next day and talk to my wife. The new monitor arrived at our door step the next day 03/15/2006. We were again required to take time away from work to receive the package.
    Now I had another dilemma. They did not send a return shipping label. I boxed up the flawed monitor and waited for a return label to come in the mail, but it never did. Now that we have the new Monitor and Computer my wife is very happy with the Dell XPS 600. I sure envy that new Dell of hers and was thinking about maybe purchasing one for myself later this year.
    Here is where things really get strange. The next day my wife returned home from work and there was another complete Dell XPS 600 Tower delivered to our door. I thought this was really odd. There was no return shipping label or other paperwork to indicate why another complete tower was shipped. I know that I had never requested it. So now here we sit with a complete new Third Dell XPS 600 System still in the box and the First slightly flawed 20" wide screen monitor in another box. I am confused!!!
    This past week I received a return shipping label in the mail for the second Tower. I am now happy with our system and didn't request a "Third Warranty Replacement Tower". I cannot and will not take any more time away from work to return this system. With all of the problems and lack of support, I am beyond confused and upset over all of this.
    I have had many arguments with my wife over all of the problems that we have had with this new Dell XPS 600. If she would have had her way we would have requested a simple refund for all of the troubles, but I chose defend the Dell reputation. I still think that this Dell XPS 600 is an awesome system, but with all of the time away from work that was required along with the conflicts with my wife, I have to say that the experience was more than I care to go through again.
    When it comes to the Complete Third system now sitting here in boxes, I'll leave it up to you and your company to decide how to return this system. All I know is that for us to take time off of work again to wait for the system to be picked up is out of the question. Please try to understand my frustration and hard feelings over all that has happened.
    I know your a busy man and I want to thank you for your time with this matter.

    Sincerely,
    Timothy A. Schoerner

    Read below to refresh your memory about the original problems that we had with our new Dell XPS 600.

    ----- Original Message -----
    From: jd_heavysteel
    To: Michael@dell.com
    Sent: Monday, February 20, 2006 12:31 AM
    Subject: My New Dell XPS 600 & problems with your support


    Service Tag & Express Service Code
    JPWSW81
    42925614625

    Case# 124963267

    Dear Michael,
    Here is an update of the last week's events with our new Dell XPS 600. This past 2 and a half months my wife's new Dell XPS 600 computer has worked flawless until a week ago when Media Center 2005 failed and continued to crash with any attempt to restart it. The Operating System is dropping drivers when attempting to use Media Center 2005. I have not seen drivers uninstall simply by starting a program before. The DVD drive was making some terrible noises to add to the problem. There is so little information on the Web out there for good trouble shooting of Media Center 2005. After many hours with Dell Techs on the phone etc.... I decided just for curiosity sake to do this thing on my own with all of the trouble shooting knowledge that was already instilled in my head for this system.
    I was thinking maybe hardware, but after checking the video card, audio card, hard drives, TV tuner card, DVD drive...which by the way is a new one along with one of the hard drives. The original DVD drive would grind and vibrate really bad like the DVD was out of balance once it got spinning at 7200 rpm. It sounded terrible. You had to turn up the volume just to drowned out the DVD drive noise. The Hard drive was replaced because the Dell Tech from India was guessing just maybe this would help with the problem.
    I was going through all the software's available for the new system and checking for any kind of updates. I already had installed all of the Dell recommended updates and the Microsoft updates.
    Low and behold.....first I found a patch for the Power DVD 5.5 software at the Cyberlink site. I installed it. It can't hurt anything worse than it already is. The update was a simple one with videos and DVDs etc..... I then found another upgrade that updates the entire Power DVD 5.5 software to Power DVD 5.6. After the installation of this update I restarted the system and attempted to run Media Center 2005 again. To my amazement the Media Center 2005 now runs perfect.
    What made me suspect the Power DVD software was simple, but an obvious issue. When attempting to reinstall the Operating System and all of the drivers and additional software required to run the Dell XPS 600, I had to disable all startup and services in msconfig. to reinstall the Cyberlink Power DVD 5.5, which came installed on the computer. A Catastrophic Failure pop up would occur at 61% installed if you did not disable all startup and services first. Several of the Dell Techs from India were amazed to find this out and one of them even went as far to tell me that this was the proper way to install this software on the Dell XPS 600 high end computer. If this is the case, there must be a conflict with software.
    A whole week of trouble shooting and Dell could not even come close. They had me uninstalling and reinstalling. Pulling wires inside the tower. I even met a fellow that was a Tech support guy for Dell in a local gas station parking lot. Right there in the lot he installed a new hard drive and a new DVD drive. That's right...you heard me correctly.....right there in the gas station parking lot he installed them. Once installed I took the Computer home and reinstalled everything with no luck. The only thing this fixed was the terribly loud DVD drive problem.
    To top it off...when they dispatched this fellow to come out and fix my computer, they only sent one 250 GB hard drive to him and a DVD drive. This system has two 250 GB Hard Drives and with Raid technology you use both drives as one large drive. I guess they can't count to well in India.
    I then find out that this tech fellow lost my work order or maybe left it at his last job. So I told the Dell Tech fellow I'll hold a flash light so he can see. This was at 7:00 pm and the temperature was about 30? outside while in a gas station parking lot. What the heck...just replace the top one, I said. I don't think it will make a difference any ways. The drives tested fine before all of this. They even sent me a new DVD for the Operating System Installation thinking maybe the DVD itself was bad. If that was the case....then why did the Operating System install fine? Oh yes...another thing...... they also sent a new DVD drive to my home. So now I know that they cannot count in India. I needed 1 New DVD Drive and 2 New Hard Drives for the system to be right. Not the other way around.
    To wind up this part of the story, I have talked to around a dozen Techs from Dell Support in India for better than 20 hours and spent an equal amount of time on hold while being transferred from Tech to Tech. I met a Fellow in a gas station parking lot to do a Lobotomy on our new Dell and no one could resolve the problem. I even took time off of work to deal with this because they will only send a Tech during regular business hours is what I was told. Tell me who will compensate me for that? I am a Caterpillar Service Technician and my services are needed there. Not at home working on a new Dell XPS 600 .
    Today was a quiet Sunday afternoon so I decide to spend a bit of this afternoon thinking and then a bit of time doing this on my own and now the darn thing works great. Go figure!!! We'll just have to continue to run the system until the replacement gets here and see what happens.
    Dell also has told me that they are sending a refurbished system. ((((Not a new one))))!!!! They informed me that after 21 days of use you can not get a new system. Well alrighty then!!!
    You must understand that this system is not even 3 months old. I wonder if you can imagine what I would like to do with the refurbished system once I receive it? I'll simply leave that to your imagination.
    There is one more bit of trouble with the new Dell. This new system is my wife's computer and I rarely get to sit at the controls unless there is a problem with it or a question. While attempting to correct the problems with this system, I noticed that there appears to be a piece of red fiber about one inch in length embedded between the screen of this New Dell Flat Panel 20 inch wide screen. I decided to try the Monitor on another system and the fiber looking object was still in clear view. I notified the Dell Tech located in India to add this to my list of problems and he told me that I must wait for the replacement system to be sure that the new system is not the problem. I guess that now he cannot understand that I have already confirmed this. Wow....is all I can say!! These folks have no clue!
    I'll bet that I have been instructed on a dozen different approaches by a dozen different Techs from India on how to dismantle a New Dell XPS 600 and reconfigure it, which resolved nothing. These people are not trained to the level that we need to support a system such as the Dell XPS 600. This system cost $3,200.00 and I am here to tell you that I am not happy with the fact that these Techs from India had me removing and reinserting connections from inside the tower and risking more damage. A simple restart of the system and a push of the F2 key gets you into the System Setup screen. Once in the Bios you can disable hardware without having to risk internal damage to an already troubled system. Didn't they teach them this in Computer School?
    When instructing me to reinstall the Operating System....not even one Tech knew that you must first disable Flex Bay and the CD Drive in System Setup. I was instructing them! The reason for disabling the hardware items is this. The Operating System is on a DVD so the system must have the CD drive disabled so that the DVD drive is recognized as the Bootable Drive. As for Flex Bay being disabled. If you try to install the Operating System without disabling Flex Bay, the Operating System will install to the I:Drive by default with no way to know this until the Operating System Starts up for the first time. Then it is to late.
    Not all of the Techs understood deleting an Array and reconfiguring an Array. Raid is another technology that this system has with the multiple hard drives and several of the Techs were not real sure about it and how to set it up until they researched the issue first.
    One good thing about all of this is that I now am very familiar with the Dell XPS 600 and how it is set up. Thank goodness for user forums on the web.
    I have been a true Dell fan to this point, but I tell you what.....I maybe on the way to trying new things here if we cannot come up with a clear resolution to the troubles I have experienced.
    I currently own 4 Dell systems and have been very happy with the products and support until now. I have shown my support for Dell by partcipating in Dell surveys with high scores for prior support. Please help me restore my faith in Dell Support and Products by doing the right thing here. I truely believe that Dell is the best PC on the market.
    One more thing sir....bring back the kid on the commercials that says...
    (DUDE...YER GETTIN A DELL)! He was the best!

    Sincerely,
    Timothy A. Schoerner
    heavysteel
    • DIY or buy

      Ever since my $500 HP Intel Celeron with Windows Me experience (I still have nightmares) I've been building my own computers. Then I found out that CyberPowerPC's prices were competitive with DIY using Newegg's catalog. So I tried that.

      So far the customer support is good but the Asus p5N-E SLI nForce 650I SLI motherboard has bad memory slots and now a bad ethernet port (random loss of use, makes me wonder about how long the rest of it will last).

      That brought me back to the reason I went with building my own systems in the first place. The freedom to choose quality parts that I have researched before hand.

      CyberPowerPC did allow me to chose the parts although from a limited list. However, it was my fault for not doing more research.

      Regardless, if you want a PC that works well you still have to know what parts are in it and most companies will give you little option about those details. So while I may consider the non-DIY route for my next system I will never shop where I cannot choose the parts because there is a lot of junk out there and getting burned by them really sucks.
      T1Oracle