Dell 8100 XPS vs Apple's iMac: Support
I have had the Dell 8100 and the iMac for several months. Both are holding up well, but there have been hardware and software problems.
For the iMac I called support because:
- When I bought the full size keyboard with the iMac, the function keys needed some further explanation.
- The iMac gurgles
- A key on its key board broke.
For the Dell 8100 I called support because:
- I had had questions about the virus protection,
- I had a question about the size of the taskbar
- The Dell’s memory failed causing it to fail at startup and the keyboard broke.
Here is the starting point for each system:
With the iMac I bought the $169 three year service pack that includes in-store maintenance. I also bought the 1 year $99 One-to-One which includes trainings and workshops and provides access to live technicians (Genius Bar). As an aside, the 1-1 is a bargain if you take advantage of their trainings and workshops.
The Dell is on loan for review so I did not purchase a service plan. Dell offers an Advanced Service Plan for $140. The in-home service plan is $329 for three years. Dell promotes its XPS service as a step above its service for less prestigious brands. Both Apple and Dell offer online chat.
The Bottom Line
Before going into the details of my service experience, overall I find that Apple provides a far superior experience. Initiating contact with Apple is easier, and once contact is made there are fewer transfers. Apple technicians tend to have better customer relation skills, greater knowledge or, at least, faster ways to access information. In general, after interaction with an Apple technician I feel they know the subject and either have solved the problem or will get back to me with a solution.
My guess is that Apple feels that once you pay a premium for their product you join their network. If they treat you well it promotes product loyalty. If they pamper you with good telephone support and live service it is much more likely that you will buy more of their proprietary products and software.
Dell, on the other had, sells computers, many at a lower price point than the iMac. Dell doesn’t own the related software, and software support is tangential to its mission. Dell technicians seem less interested in developing a relationship. They may assume that many Dell owner’s have an IT department that will take care of most problems. To their disadvantage, they may assume that when it is time to purchase a new machine most people start from scratch, looking for the cheapest machine in a particular class that meets their needs.
In part, my comparison of services may be somewhat unique because my Dell 8100 XPS is provided by Dell and was not registered to me personally. When I called for service the Dell operators could not easily resolve that Dell was the owner of the machine, and this may be more indicative of a poor connection between Dell’s corporate Communication and its support teams, and less the typical service offered the owner of a Dell computer. Still, even after numerous and frustrating attempts to explain the situation, Dell support technicians seemed unable to resolve the issue.
Here are a few example.
A Virus Inquiry to Dell
I decide to install the McAfee Virus Protection on the Dell 8100. The installation from the discs that came with the system go pretty well, but when I sign into account it shows my old version of McAfee has expired. The way to update is not apparent. So I call Dell and talk to Ratheesh who says, “not to worry we will leverage all our resources to resolve this issue because your concern is our concern”. It took him about half hour, but he finally told me that way to update and old subscription was to right click the tool box on the bottom bar. From there it was pretty straight-forward. I gave that interaction a B-. The first many minutes seemed to require the technician reading me many lines from their prepared scripts and only after getting transferred around to several other departments did I get my problem answered.
How Do Adjust the Taskbar in Windows 7?
My next experience with Dell’s support team is more revealing, if only to demonstrate their vast geographic reach. The technical question is quite simple: Can I make the taskbar a little smaller – like the one on my iMac using OS X?
I telephone Dell support and am connected to a support center in India. The technician asks for a Service Tag number. I read it to him and he cannot find the owner – the problem stems from the fact that the machine is a loaner from Dell. He transfers me to another technician, also in India. The connection isn’t great, but, once again, the Tag Number was the problem so I was transferred again, and while on indefinite hold, the line went dead. I call back and go through a new set of prompts that led me to a call center in the Philippines. The technician there – who was more like a traffic cop – connects me to the XPS department at Dell Canada. The Canadian technician has a better command of English, but informs me that I have the wrong department. However she is more helpful, and takes my information and registers my computer.
She gives me another number to call for assistance. When I call I get another number to call, and then another number from them. Finally I end up in another call center in Manila. There I learn that this problem is a “cost issue” not covered by the standard care contract, so he needs to get approval to talk to me. So far, I have spent about 2 hours on the phone with this fairly simple question.
So I give-up and write to my contact at Dell who provided the 8100 to review. She writes back saying that the loan does not come with support. “It appears I didn’t explain the rules of engagement on review units and I apologize for that. Review systems are technically a Dell asset and will not have service and support attached –so unfortunately it often causes confusion with the tech support team members if they get a call on the system. Typically if a reviewer has an issue they contact me and I have a few lab analysts/engineers I can call on who can try to resolve an issue,” she said. She continued, “I will see if I can get regular service and support associated with your system - but it may take a week or so to make that happen. In the meantime can you send me a bit more detail on the issue you are having and we will try to get you up and running as soon as possible.” That, to me, seems a little short-sighted on Dell’s part as I would think they would try to get as good a review as possible by providing reviewers with access to their support.
Memory and WLAN problems with the Dell 8100
My next contact with Dell service is for two reasons. The most serious is a memory failure. A few months after getting the 8100, my computer failed to start, only showing the dreaded blue screen. After a little inspection I noticed that the WLAN card was loose. I used the “chat” support option that Dell provides. Here is some of the chat that started at 11:45 and lasted well over an hour, and it covered the basic issues pretty well.
Dell: You are now being connected to an agent. Thank you for using Dell Chat. Thank you for contacting Dell. Welcome to the XPS Experience. My name is Jonel. How may I help you?
Me: I have a dell 8100. It fails to start. Looks like a power failure of some sort. It had a blue screen a few times today. Then it failed to start altogether. It tries to start then immediately shuts down.
Dell: Nice to meet you online. I do apologize we are currently experiencing minor difficulties with our server and I am unable to pull up your systems information. For now what we can do is to troubleshoot the system and if a dispatch needs to be done, you need to contact us on normal business hours so we can have your system updated first. Is that ok with you?
Me: Sure. I have this machine on loan from Dell for doing some testing.
Dell: Thanks for understanding. May I know what exactly happens when you try to turn on the system now?
Me: In doing some trouble shooting myself I noticed that that the WLAN card had one connection to the antenna broken. I removed the card to fix it, but I don't think that is the root of the problem. When I try to start the system, the on/off button on top gives it normal white light and the fans start, then it shuts down. The amber light on the CPU, I think, is lit. When I press the on off switch at first it is amber then white. It keeps trying to restart and shutting down.
Dell: Thanks for the information. This can be a motherboard or power supply failure. Do you have any spare power supply to further isolate the issue?
Me: no.
Dell: Have you tried removing one of the memory cards?
Me: No. How do you do that? I have the back off the machine, and the WLAN card is out.
Dell: Ok that is good, keep it out for now. For the memory, please visit the website http://support.dell.com/support/edocs/systems/studio8100/en/sm/memory.ht... to know how to remove and reinstall the memory.
Me: l see how to remove the memory cards.
Dell: Remove one of the memory now and then try to power on the system.
Me: That seemed to keep the power up. It gives two options . Starting Windows. Start-up repair is running.
Dell: Please start windows and see if it works properly.
Me: Should I continue to let it attempt repairs or restart?
Dell: Let it restart and shut it down. Then install the memory you removed and try to power it on again.
Me: Still "attempting repairs".
Dell: Let's give it a few more minutes if that is ok with you.
Me: ok. Still attempting... Dell: Ok let's cancel it for now. Me: It says “operation cannot be cancelled”.
Dell: It seems that it is in the middle of a critical operation. There are times that it can take an hour. Well for this, I would suggest to wait it out, shutting it down can cause more damage.
Me: Now, says it cannot repair this computer automatically.
Dell: I see.
Me: it can send information about this problem..
Dell: The improper shut down may have caused the operating system to be damaged. For now, please shut it down and install the memory and see if it boots.
Me: It says to finish and exit and shut down. There is log of test performed and error codes -- most error codes are 0x0 (which I assume is no error).
Dell: Thanks. Please shut it down now and reinstall the memory.
Me: The last log entry says that a recent installation or upgrade may be preventing the system from starting.
Dell: Tanks for the information.
Me: Shutting down a reinstalling memory, It is reinstalled and doing the same thing. Trying to restart and then shutting down.
Dell: When you mentioned that it is doing the same thing, does it go to the Windows start-up / repair screen?
Me: No. The fans do on for a second and then it shuts town.
Dell: That means that the memory or memory slot is at fault. Please try the known good memory on the memory slot that has the damaged memory and see if it boots. First trying it without the memory board. The system will not turn on if there are no memory installed.
Me: Windows starting It has three memory boards still in it.
Dell: Ok. As long as the system sees the windows logo, that means that it is ok. All you need to do now is to try one of those memory on the other memory slot just to check if there are any errors on the memory slot.
Me: it starts with that memory board removed. It is a 2GB ram board.
Dell: Thanks. This means that the issue is with the memory on your system. In any case, I was able to pull out your systems information just now. To get replacements, please contact 1-800-624-9897. I do apologize for the referral, but I would like to ensure that your issue will be dealt with the best possible assistance that can be provided by the right line of support.
Me: can I get a replacement for the WLAN card as well?
Dell: I would suggest that you check with them as they may have a different policy. But most likely yes it can be replaced.hen Dell tech says that his computer was down, so he can’t help with a number to call, but to call back during the working day to ask for the memory to be sent. He says someone from Dell would get back to me.
However, that is hardly the end of the saga. Dell does not call as promised, but I call them and they say Dell will arrange to send the new parts. In the meantime, the LWAN card is working only minimally on the Dell, but 2GB less memory does not appear to slow down the Dell as much as slow net connection.
Nothing arrives in the mail. I call back Dell because they did not send a tracking number. I am hold for a long time, and then ….
Dell: You are now being connected to an agent. Thank you for using Dell Chat. Thank you for contacting Dell Hardware Support. My name is Kenneth.
Me: Hi. Under warantee Dell send a memory board and wi fi card. I am calling to get the a status on delivery and delivery tracking number.
Dell: Pleased to meet you online, Mitchell. Please give me a moment to pull up and check your account.
Me: Thanks. They were suppose to email me the tracking number but didn't. The service code is xxxxxxx.
Dell: Can you confirm the system that you would like to have support with is an SXPS8100 with Service Tag:xxxxPL1 ?
Me: Yes.
Dell: I have pulled up the service tag xxxxPL1 and it seems that this is a Dell asset tag.
Me: Yes the computer on loan from dell. I am a journalist writing a story.
Dell: I am unable to locate any information about a dispatch under your tag. It is possible that since this is a Dell tag there is a special queue that handled the dispatches.
Me: Look under the service tag. If not, then you will need to send the replacement parts. The person I talked to said that he was sending it out a few days ago.
Dell: I would suggest that you contact our customer care department to get a hold of the correct queue.
Me: I suggest that you find the order..... The previous agent said it was being sent. I have been online and on the phone several times on this issue.
Dell: Please call 1-800-624-9897.
Me: I will do that. But I think this is EXTREMELY poor service.
So I call that number, and, after waiting in another que, the agent said they tried to create dispatch but it did not go through. And there was no contact after that. The agent on the phone talked to his supervisor who said they could handle it. He created a dispatch. That took at least half an hour, spent mostly on hold. He was waiting for approval.
Then I talked to customer service after several more failed attempts to get the memory. I spent an additional two hours plus on the phone. Finally an order was created. The agent said the memory would arrive in a day.
A few days pass, no memory. So I call back and ask to a supervisor. One did call back and said they couldn’t create the dispatch. The Supervisor was surprised to hear computer was on loan, despite having told several of the technicians. She said that was the problem and he would pursue it. In addition wrote to the communications department at Dell that loaned me the computer.
A day later, before I was leaving to drive my son to summer camp, I received a call to let me know the parts were coming. Once really sent, they arrived quickly. Replacing memory and LAN card in the Dell 8100 were simple with plenty of room to put my fingers. Both worked fine and the machine is back to normal.
iMac keyboard
The shift key on the iMac keyboard is sticking. Using the Internet, I contact AppleCare and leave my number for them to call back. They call back at the designated time. The technician listens to the problem, says she will send a replacement keyboard immediately. It arrives two days later. The technician was courteous, understood the problem and it was resolved. No hassle.
iMac Gurgles: Apple Says Normal
The Dell 8100 XPS is pretty silent, but the iMac 27” gurgles. I often hear a faint gurgle, when it is accessing the hard drive. It seems to happen most when I'm on the Internet going from site to site, but it is occurring with greater frequency as I add applications. My friend’s 27” iMac is dead quiet – but it is an i5 with a smaller hard drive.
There are other reports of this noise found on the Net. One iMac user writes, “First, I thought I had a lemon and replaced it. The second one did the same thing. I went to a friend's who has the same machine, and I heard the same noise. Mac specialists had no idea over the phone. I haven't taken it in, but may do so. If noise annoys you, think hard before buying this. Had I known, I would have kept my 20" iMac. “
From this link to Apple Forum: http://discussions.info.apple.com/thread.jspa?threadID=2234586&tstart=15&start=45, one reader writes, “The drive gave me a couple of short gurgles in the first hours after unpacking. By the second day, I had growling, rather than gurgling. As I've loaded more programs on the machine, and accessed more apps, the sound occurs with greater frequency and there are more instances of longer growls. Loading Second Life, logging in, etc. brings me 30 seconds .“ Alluding to other problems associated with the iMac, he adds, “My fans are smooth and quiet. Screen suffers no pixel anomalies or deaths; not so much as a blink, let alone a flicker. Because my drive began as a cute, only occasional, gurgle, I'm guessing this drive's issue wouldn't have been discovered during the manufacturing process. I've opted for the larger drive and more ram. “
Some other sites that reference the noise include: http://www.mac-forums.com/forums/apple-desktops/173073-imac-27-making-weird-noise.html and http://discussions.apple.com/thread.jspa?threadID=2384261&tstart=73:
When I called AppleCare they said it would have to be diagnosed at store, and the problem “was not in knowledgebase”. I told the technician that the problem was easily found on the Web, including Apple forums, but the technician said they were not reflected in their knowledgebase.
I make and appointment with at the Apple Store’s Genius Bar for the sound and bring the iMac to a store relatively close to where I live. They carefully looked at it, heard the noise, and said that it was a “normal” hard drive noise.
I follow-up by phone with AppleCare after the noise became more persistent, the technician said that it was a known issue, but considered normal operating conditions. She suggested sending in a recommendation using the “product feedback” link on www.Apple.com/contact. I did that, and will be curious if they respond.
Summary
The bottom line for me is that AppleCare and access to the Apple Store 1-1, workshops, and genius bar provides a much better services experience than the Dell telephone and Chat.
For service over the phone, the Apple process of making appointments, calling back when scheduled and follow-up, combined with helpful customer-oriented technicians make for an overall satisfying experience. Even when technicians can’t help with the solution, for example the iMac gurgle, they give the impression that they understand the problem and are sympathetic.
Dell’s telephone and chat support neither provided a very quick nor satisfying experience. When contacted by phone Dell support gave me a worldwide tour of its phone centers, kept me on the phone for hours, and took days to solve my problem. The Dell operators seem much more concerned about fulfilling their corporate responsibility to gate-keep their services from me until they confirmed my ownership, than being helpful or finding solutions. Technicians were quick to transfer me to another phone center when they couldn’t solve my problem. It was like being sent back to start, without passing go.
Admittedly my problem with Dell support may have been their inability to connect me to the computer’s service Tag number, and thus never transferring me technicians who could help. When I actually did reach the technicians for a particular problem, for example with the memory chip, the were helpful in diagnosing the problem, and offering to send replacement chips, however they often said they sent or did something, when in fact they didn’t. Worse, they didn’t callback or email to say there was a problem.
A plus for both Apple and Dell, is that once the problem is diagnosed and they have to ship a part, both had a process in place that had the part to me in a few days.
Upcoming Topics
The next few forum on how email, contacts, and calendars work on the iMac OS X and Dell 8100 Windows 7. To get them automatically, subscribe to Mi-Forums in the right column of this page.
