To me the author's stance seems perfectly reasonable. He ordered an expensive product from Dell as an average customer - the fact that he is a technically minded journalist has no bearing on whether Dell's service is good or not. I'm a programmer and have built countless PCs for myself and my work in the past, but I would never recommend that a non-techie (Dell's target audience, remember) build their own or try to decipher the spec sheet, as either of these tasks would take weeks to get right for someone with little or no experience of computer hardware. The average customer buys a PC from a reputable company like Dell because they're hoping it will work by and large the way they want it to. I'd say that for the average user, a Mac will fulfill that want better than a PC.
As for the specific complaints, I agree fully with Pat's post above. I don't know anybody that doesn't have a firewire port on their computer, so I would expect to get one when buying myself. The machine has a floppy connector and not IDE - I don't believe there's more demand for 3.5" floppy support than IDE hard drives today, so Dell's made a bad call including one when they could include the other. In that vein, I'm buying from Dell, not their suppliers, so if components or drivers aren't up to scratch then Dell's at fault. If I paid 2000 euros to Dell, I'd expect them to make an effort to contact me if I didn't answer the door - the delivery is by Dell's contractor, not mine, so their mistake is Dell's mistake as far as I'm concerned. My local dealer would at least text me in similar circumstances, so there are suppliers out there providing a better service than Dell; besides, if you went to a friend's house expecting them to be there to return a book you'd borrowed, would you call them when you found they weren't there? It's common courtesy, and Dell are being rude if they don't extend that courtesy to their customers.
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We're not all "tech journos"
To me the author's stance seems perfectly reasonable. He ordered an expensive product from Dell as an average customer - the fact that he is a technically minded journalist has no bearing on whether Dell's service is good or not. I'm a programmer and have built countless PCs for myself and my work in the past, but I would never recommend that a non-techie (Dell's target audience, remember) build their own or try to decipher the spec sheet, as either of these tasks would take weeks to get right for someone with little or no experience of computer hardware. The average customer buys a PC from a reputable company like Dell because they're hoping it will work by and large the way they want it to. I'd say that for the average user, a Mac will fulfill that want better than a PC.
As for the specific complaints, I agree fully with Pat's post above. I don't know anybody that doesn't have a firewire port on their computer, so I would expect to get one when buying myself. The machine has a floppy connector and not IDE - I don't believe there's more demand for 3.5" floppy support than IDE hard drives today, so Dell's made a bad call including one when they could include the other. In that vein, I'm buying from Dell, not their suppliers, so if components or drivers aren't up to scratch then Dell's at fault. If I paid 2000 euros to Dell, I'd expect them to make an effort to contact me if I didn't answer the door - the delivery is by Dell's contractor, not mine, so their mistake is Dell's mistake as far as I'm concerned. My local dealer would at least text me in similar circumstances, so there are suppliers out there providing a better service than Dell; besides, if you went to a friend's house expecting them to be there to return a book you'd borrowed, would you call them when you found they weren't there? It's common courtesy, and Dell are being rude if they don't extend that courtesy to their customers.