Why Dell deals are nothing extraordinary

Computer maker Dell's India executives are bullish about its fortunes, with the impending opening of a manufacturing facility in Sriperumbudur, Tamil Nadu.

The international outlook for the company now led by its founder Michael Dell is less rosy, and "Dell Continues to Sink" as this blog from the New York Times indicates.

As someone who bought an expensive Vista Home Premium-preloaded Dell desktop recently, I was surprised at the impersonal way in which the company deals with its customers. One must grant Dell a reasonably high level of efficiency in order taking and supply, but after that, the company does not seem to be really concerned about the customer. The salesman from Hewlett Packard called me three times and promised total on-site support, but I declined that order because I thought the Dell way was superior. Wrong.

Dell has overpriced but not cutting-edge hardware, such as graphics cards, on offer. But if you buy your own card, they will not instal it for you. What kind of service is that?

We don't expect any long-term handholding by Dell. But we do expect basic courtesy and customer support. Without that, Dell will sell fewer PCs, despite opening a new plant in Sriperumbudur.

An incompatible mix? Nokia PC Suite, 6101 and Dell's Dimension E520

I recently installed a Dell Dimension E520 desktop running some really muscular hardware - A dual core processor, 1 GB of DDR2 RAM, A 256 MB Nvidia DDR2 Graphics Card - all powering the new-fangled Microsoft bundled OS, Windows Vista Home Premium (aero interface).

As many of us Vista owners now know, MS has sold a product that is still work in progress. It does not add anything revolutionary to XP functionality but forces you to fork in a lot of money on additional hardware. What is worse, it has huge gaping holes where it should have had drivers for the most common devices that we use with PCs - mobile phones and MP3 players. (Microsoft acknowledges indirectly that there is a problem in this instructional article on its website). The poor compatibility of Vista with iTunes and iPods is universally known. Disappointingly, Vista does not even have drivers to recognise mass storage devices. I found that out when I tried to connect an APRO MP3 player to the new OS and was rejected. I then installed a driver from the manufacturer's website and it has worked so far.

My Nokia 6101 mobile phone experience is a new low point for Vista. I installed the latest version of Nokia's somewhat tacky PC software, PC Suite (v 6.83), which the phone makers says is compatible with Vista 32 and 64 bit editions. Not so.

The OS simply would not recognise the phone, although I had used the same phone successfully with Win XP, connecting with the same CA 42 cable (bought not from Nokia but from third party manufacturer on Chennai's famed Ritchie Street for a tenth of Nokia's rip-off price).

I then uninstalled this 'latest' compatible version of PC Suite and installed an earlier version that is pre-Vista. Voila! The phone was recognised by Vista, but it would not let me copy files from the camera's storage on to my PC. I had to open each file separately and make a copy. No Ctrl C and Ctrl V option available.

What a crummy piece of software to be touted as the world-leading OS! I think this would be a good subject for the next Get-a-Mac advertisement from Apple. And shame on a profit-hungry Nokia for producing such inferior connectivity software that obviously has not had much of an interaction with Microsoft to make it easier for the user.

Why Dell is not perfect

Buying a full-featured personal computer from Dell, fully loaded with hardware to run the compulsorily bundled monstrous bloatware called Vista is no guarantee that Michael Dell's company really cares about your system.

I found that out when Dell refused to help with the installation of a graphics processor card on their brand new E520 PC that costs middle class Indians at least as much as two months' pay. Dell's problem is that the card is not sold by it, and so it will not help, not even on payment. Incidentally, Dell does not provide technical support directly in my city, Chennai, but through a competing PC vendor, Wipro. Interestingly, Dell is building a computer assembling plant at Sriperumbudur, a suburban town about 40 km Southwest of Chennai.

If you look at the flip side, the PC can have any number of external gadgets hooked up that have not been bought from Dell. If something goes wrong with the PC in that situation, Dell will probably have to look into it, because they have sold a "complete cover" warranty to me.

So why not help me get the new Nvidia GE Force 7300 GT card made by PNY in place, and earn the goodwill of a customer who has forked out a lot of money for a full warranty and next business day service?

Should we pay Dell to hear why they cannot help us with our computing needs?