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03 August 2009

DON'T Simply Mind Your Own Business

Follow up post to It Must be People AND Process.

To summarize: Tammy's computer had been slow for months. I could set her laptop right next to mine, enter a web address neither computer had been to before and hit enter. My laptop would bring it up immediately and hers would lag or even fail to load the page (even on a completely new install of Windows 7!).

Dell walked me through numerous phone calls, troubleshooting diagnostics and eventually sent a guy to replace my mother board and memory. Nothing worked. In fact the courtesy call from Dell after the replacement suggested that if I was still having problems I should call Comcast, because it was most definitely NOT an issue with the computer...

Because of this I began a process of testing in different locations. I took both laptops to the church - no noticeable difference in speed. I then connected to a neighbors wireless with no noticeable difference in speed. And yet in our house her computer dragged like crazy.

Eventually I unplugged the brand new D-Link Wireless N router and hooked up my old D-Link Wireless G router. Amazingly both computers seem to be running smoothly.

My Dilemma
There is part of me that feels like I need to call the people at Dell back and apologize for some heated conversations I had with the tech department. But then there is the other side of me that is just as upset with Dell.

After all, looking back at my explanation of the problem, why did no one ask about my wireless setup?

I can only assume it was because they were "minding their own business." After all, It isn't Dell's job to make sure people have their wireless routers set up correctly - right?

I never thought to check settings on the router, because every other computer in the house was running well. How could one computer not like the router? (This is still something I'm having to look into...will probably require a support call with D-Link...)

In Conclusion
In this situation I'm thinking Dell lost out big time. A few simple questions about my network and the wireless settings I was using could have saved them a house call, a mother board and new memory.

If you're in the service delivery field, try thinking bigger picture next time. It may not be your product to support, but if it saves you time and money in the long run, maybe it's worth the time and effort. DON'T simply mind your own business...