Dell and Me

100 computers later

I’ve just received my 100th Dell computer. That’s 100 Dell computers that I’ve ordered for Thornley Fallis and 76design since 1997.

And what a difference there is between the first computer I ordered and the most recent one.

Dell's Website in 1996The first Dell that I ordered on April 1, 1997 was a Dimension XPS Pro 200n. It had a 200 MHz Pentium Pro processor, a 4.3GB hard drive, a 15″ CRT monitor and cost $5,525.

I thought it was blazing fast.

The most recent Dell I received is a Precision T5400 workstation. It’s powered by two 3GHz Xeon processors, has twin 750GB hard drives configured in RAID 0, a 30″ LCD monitor and cost $5,249.

A lot more machine for the same money.

Why Dell?

100 computers ordered from the same supplier over 11 years. Why have I been so loyal to Dell?

Dell wasn’t the first computer I purchased when I set up Thornley Fallis. In fact, I bought another brand name notebook computer from my local CompuSmart computer superstore. And it was a nice machine – until it stopped working. That was the point at which I found myself lined up at the door of CompuSmart at opening time on a Friday morning in the hope that the repair department could fix my machine in time for me to deliver on an end of day commitment to a client. I sat in the service department for virtually the entire day until the tech told me that he was going off shift and I would have to return on Saturday.

No computer. Disappointed client. Big lesson about the importance of service.

So, I ordered my next computer from Dell. Not only was I able to configure the computer to meet my exact needs, but it also came with 24 hours 7 days a week telephone support. Support from trained support people who would stay on the phone with me until I fixed the problem. And if new hardware was required, next day onsite replacement.

At 2AM in the morning, it really matters that someone will answer the phone and fix your problem.

I was hooked. You might say that Dell had me the second the service tech said, “Hello.”

Dell be true to me. I’ll be true to Dell.

Now, I won’t pretend that the relationship has been without bumps. There are times when I really wish that Dell would ensure that all the device drivers on its machines would work well with Vista. (Darn you, Embassy Security Suite.) And over the years, telephone support has not always been a perfect experience. (In fact, I’ve noticed some backsliding in the Dell’s push to improve its telephone support since it cut some of its North American operations.) (Disclosure: Thornley Fallis provided PR support to Dell’s Ottawa call centre until it was closed.) And sometimes, hardware breaks. (nVidia video chips anyone?)

But overall, the bumps have been exceptions in our relationship. Dell has delivered a good experience with machines that met my needs and support that keeps us running. And as long as Dell continues to deliver this, I’ll stick with Dell.

So, thanks Dell.

Now, I wonder what the 200th machine will look like…

  • Nay, nay Joe … Thank YOU for for being our customer and for taking the time to blog about your experience. Given Moore’s Law of price/performance, I gotta think we’re in for more of the same when it comes to future products.