Dell Technical Support - A perfectly good way to ruin your mood

[OneOfTheseDays]

My AC adapter for my laptop recently broke so I decided to call Dell up to order a replacement since I'm still under warranty.

Looked online for their technical support number. Called it, went through a 20 minute debugging session with a tech (which I didn't mind as they are just doing what they are told to do) after which the tech told me that he didn't have the authority to order an AC adapter for me and that I would have to call a different number.

I call the new number and the tech tries to get me to go through the same debugging session again. I try numerous times to explain to him that I just went through the debugging session and that all I need is a new AC adapter. Finally after another 20 minutes of hell he tells me he will order one for me for $69.99. I tell him I am under warranty and that the cost should be free. He tells me that I have called the wrong # and that I will need to call another one for HW support.

I feel really bad for the tech that answered my 3rd call to Dell. I literally ripped into the guy for a good 2 minutes after he tried again to get me to go through the same debug session. And you know what, it worked. He ordered the damn thing for me right away.

Moral of the story. Just start yelling, you'll probably get what you want right away.

 

[Syringer]

Ha, my sister went through the exact same thing. I took a look at her laptop and things just kept freezing up--but the cursor would still work. I figured it was a hard drive issue, and had her call support to get a new one.

She tried twice during the day and both times they insisted that it could not have been an HD issue, and it was a software issue. They would then offer to walk her through reinstalling her OS, ONLY if she bought the SOFTWARE warranty package for something like $200, and offered no other suggestions.

She comes home, calls them again, they say the same thing, but after a while they walk her through the diagnostics screen, signifying a hard drive failure, they send her a new one and all is well again.

 

[iamwiz82]

Dell Chat works really well. I use it for small things like this.

 

[I Saw OJ]

I wonder which is worse, AT&T or Dell phone customer service...