RE: jaws/new computer

  • From: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>
  • To: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>, "Walt Smith" <walt@xxxxxxxxxx>, <jfw@xxxxxxxxxxxxx>
  • Date: Thu, 14 Oct 2004 12:52:11 -0400

Walt,

Since I re-read your message and you seem to be questioning my honesty,
I went to google and searched with the terms "dell consumer satisfaction
survey".  The first link listed was a long article on Cnet detailing
multiple surveys, from different sources, including Consumer Reports,
showing Dell's consumer satisfaction rating steadily falling.  Below is
just a short quote as an example.  I did try and say we all would have
varying opinions, but just because mine doesn't agree with yours doesn't
really call for you to question my honesty.  My memory on what I read,
ok, we all have senior moments.


" ... its score was the lowest seen since the research firm began
tracking Dell's satisfaction
levels in the first quarter of 2001. Although part of the change could
reflect Dell's rapid growth rate during 2003, the company's
fourth-quarter score
dipped well below its average rating of 82.9, said Julie Perron, manager
of primary research at TBR.

Dell doesn't dispute that its
satisfaction levels have dropped.
Instead, it is working to remedy the situation, said Gary Cotshott, vice
president and general manager of service at the Round Rock, Texas,
company.

"We recognize that we've had some issues, particularly in the client
area, which we're addressing," Cotshott said.

Hold, please
Indeed, Dell ran into a perfect storm of sorts during the period in
which the surveys were taken. Telephone tech support hold times were
lengthier--at times
they were exacerbated by occurrences such as
computer worms--
coupled with some shortages of replacement parts, Cotshott said. Dell
was also in the process of expanding and training its tech support
staff.

"We reacted to it, and we have driven improvements in the metrics that
we believe will drive through ultimately--because TBR's a lagging
indicator--as we
move through the course of the next three to six months," Cotshott
said."


>=20
> > -----Original Message-----
> > From: Walt Smith [mailto:walt@xxxxxxxxxx]
> > Sent: Thursday, October 14, 2004 11:40 AM
> > To: Chip Orange
> > Subject: Re: jaws/new computer
> >=20
> > I think that in the pursuit of honesty in criticism, you owe it to=20
> > everyone on the list to explain exactly what criteria=20
> placed Dell, as=20
> > you put it, "near the bottom." I would put them there based=20
> on their=20
> > telephone support; which is based in India and is provided,=20
> if you can=20
> > say that, by people who are about as technically ignorant as it's=20
> > humanly possible to be; and at the top based on their equipment. I=20
> > just put an 8400 into service and it's the best computer I=20
> ever owned.=20
> > I once worked for IBM and there's no question that their=20
> equipment is=20
> > both overpriced and, relative to the industry as a whole, outdated.=20
> > Your comments remind me of those people who constantly rip Norton=20
> > AntiVirus...if it's so bad, why is it the top choice of American=20
> > corporations who, presumably, value their data?
> >=20
> > ----- Original Message -----
> > From: "Chip Orange" <Corange@xxxxxxxxxxxxxxx>
> > To: <jfw@xxxxxxxxxxxxx>
> > Sent: Thursday, October 14, 2004 9:20 AM
> > Subject: RE: jaws/new computer
> >=20
> >=20
> > Joy,
> >=20
> > You're likely to get soooo many replies on this topic that=20
> it's going=20
> > to be hard to make sense out of them.
> >=20
> > First, no, no particular brand of computer works much=20
> better with jaws=20
> > than another.
> >=20
> > Next, I'll let you know that in a recent customer=20
> satisfaction survey=20
> > Dell came out near the bottom.
> >=20
> > Next, my usual piece of advice: buy from someone who will let you=20
> > return it without much of a financial penalty (such as IBM,=20
> who has a=20
> > 30-day, full refund policy).
> >=20
> > As for upgrading to XP, you need to run  some special diagnostic=20
> > software first to make sure your pc and all it's peripherals are=20
> > compatible with XP.  This may mean that you have to upgrade=20
> the BIOS=20
> > before you upgrade to XP, and that can be a little tricky.
> >=20
> > Lastly, if you do decide to buy something new, give some serious=20
> > thought to buying a notebook rather than a desktop.  They've gotten=20
> > soooo  much better in the past few years that they really=20
> can perform=20
> > quite well as a desktop replacement, while giving you a lot=20
> of added=20
> > flexibility.
> >=20
> > Hth,
> >=20
> > Chip
> >=20
> > =3D20
> >=20
> > > -----Original Message-----
> > > From: jfw-bounce@xxxxxxxxxxxxx=3D20
> > > [mailto:jfw-bounce@xxxxxxxxxxxxx] On Behalf Of Joy
> > > Sent: Wednesday, October 13, 2004 5:29 PM
> > > To: jfw@xxxxxxxxxxxxx
> > > Subject: jaws/new computer
> > >=3D20
> > > Through my frustrations, I am tempted to buy a new=20
> computer. =3D20  If=20
> > >I do, are there any specific reccommendations for it to be=3D20 =20
> > >compatible with jaws?  Are there any brands that I=20
> should=3D20  steer=20
> > >away from?  I have always bought Gateway and Dell, but=3D20  I was=20
> > >wondering if others worked out just as well.
> > >=3D20
> > > If I go the route of reformatting and reinstalling Win XP=3D20 =20
> > >instead of 98 are there any concerns related to jaws?  Thanks, Joy=20
> > >=3D20
> > > --
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> > >=3D20
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> > >=3D20
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