Dude...don't get a Dell

[vetteguy]

So apparently not only is Dell's S&P division totally worthless (I'm still waiting for my Sony DVD+-RW) but their service department is also just as worthless. I do consulting work for a local company that has a bunch of Dimensions. One of them has a bad CD-ROM (meaning if you put a CD in it won't even spin up). I called Dell service and told the moron what my problem was. He made me answer about 50 questions about the "details" of the problem (How many different ways can you say "The CD-ROM will not spin up"?). He then told me he wouldn't send me a new drive until I performed their "basic troubleshooting" steps, which involved booting off the Dell restore CD. I explained to him that first of all, this was for a client and I didn't have immediate access to the machine, and secondly, since the CD drive won't work I wouldn't even be able to boot off the CD. He kept insisting that there was nothing he could do until I physically sat in front of the machine and did this. He said I'd have to call back when I could do that. Gee, let me drop everything and go take 2 hours out of my evening so I can sit in front of this crappy machine for 1 minute to verify that it indeed didn't work. When I assured him that it was indeed hardware related and that I guaranteed him that it would not boot off the CD, he then said I'd have to go through and try different IDE cables!!! WTF?! Who has time for this crap? This thing has a 3-year warranty that they paid extra for-what good is it? What small business owner wants to spend 4 hours going through "basic troubleshooting" on the phone with Skippy the wonder technician, when they could go to Staples and get a new CD-ROM for $50??? This is just unreal. Sure am glad I didn't pick up any of those cheap Dimension's with the free LCD monitor.

 

[ElFenix]

thats why you tell them you did it when you didn't.

 

[aphex]

This thing has a 3-year warranty that they paid extra for-what good is it?

The purpose of a company is to make money, and they are going to save money by trying to fix the problem at every chance they get. Its cheaper for them to try and fix it than to just send you a new drive...

 

[Desslok]

I know what that is like, At the same time though you have to understand they are getting calls from people that know NOTHING about PCs and they have to have these checklists.

 

[deerslayer]

Sounds like the guy is a moron, or their policy is idiotic.

I called Gateway about my parents' computer once and they were not very helpful at all.

 

[ElFenix]

Originally posted by: Desslok
I know what that is like, At the same time though you have to understand they are getting calls from people that know NOTHING about PCs and they have to have these checklists.

yep

 

[iam4u2nv]

Actually I have about 600 Dells where I work and I am pretty happy with both the sales and tech people I have dealt with so far. I do get annoyed when I have to play 400 questions to get a part replaced but I do eventually get the part replaced. I often get it next day air from them. I have no complaints on my end.
Sorry to hear of your troubles. Actually I had those kind of horror stories buying Compaq and then Gateway so Dell has been the best for me so far.
Scott

 

[TNTrulez]

Originally posted by: ElFenix
thats why you tell them you did it when you didn't.

yep

 

[vetteguy]

Sorry, but I don't have time to go through the Troubleshooting for Dummies routine EVERY time I need service for these machines. I understand that they have to cut down on bogus calls, but there should be a point where they accept the fact that the device actually IS broken. What's next? Call in with a broken CD-ROM and they make you mail your entire PC to prove it? Oops, I shouldn't say that, that will give them ideas.

 

[HappyPuppy]

What good would it do anyone for Dell to ship you a new CD ROM drive when it is actually the IDE cable that is causing the problem?

I agree with you that it's probably a bad CD drive, but it could be a bad cable.

 

[amnesiac]

Originally posted by: HappyPuppy
What good would it do anyone for Dell to ship you a new CD ROM drive when it is actually the IDE cable that is causing the problem?

I agree with you that it's probably a bad CD drive, but it could be a bad cable.

bad power cable, maybe, but bad IDE cable won't cause it to not spin up.

 

[Tab]

I have heard of some idiotic technical support calls. YOU must send in your computer to get a part replace. And other calls when companies purposely make you send in your computer, just to flip the PowerSupply Switch on the back. Then you must pay massive shipping charges.

 

[Smolek]

Originally posted by: ElFenix
thats why you tell them you did it when you didn't.

exactly

 

[Adul]

would it help if you got dell certified?

Then maybe they would ask you a lot less questions.

 

[RossMAN]

Originally posted by: Smolek

Originally posted by: ElFenix
thats why you tell them you did it when you didn't.

exactly

Bingo. When I had to replace a monitor I knew was dead, they played 21 questions with me so I said yep I tried this, that, this, that and nope nothing works ... 5 minutes later, they're saying ok sir we're going to send you a new monitor at no cost via next day air. Took about 10 minutes for the entire call.

 

[slaman]

Yep my mouse died and I was on the phone with MS Support. He told me to do this, do that. I knew the optical laser was dying (since there was a known problem for it to do that at the time) and about halfway through the call I asked myself - wtf am I trying all this stuff for. So I just sat there checking email, saying "ya I tried that, doesnt work" to all the guy's suggestions. Call lasted much less than it would have.

 

[Kevin]

Reminds me of the time I called Alienware tech support to replace a broken Zip drive. Right when the tech answered I immediately said "Look, I've installed the drivers that came with my computer, the newest drivers and the beta drivers, they don't work. I've tried it in 2 different computers, each running different operating systems and it doesn't work. I..." - "Sir, I think you're going to need a new drive",

 

[Sepen]

Originally posted by: LyNx01
Sounds like the guy is a moron, or their policy is idiotic.

I called Gateway about my parents' computer once and they were not very helpful at all.

My first real computer was a Gateway, some ten or twelves years ago. I had nothing but problems with it and Gateway would'nt help at all. I wrote Ted Waite (CEO) and within 7 days of the letter leaving being mailed I had a new Gateway system with monitor delivered to my house.

Now, fast forward to the present. Last year I got a call from UPS that my computer system was at the local hub and I had to pick it up. Hmm, I hand't ordered one but thought about CC fraud and went down and picked it up. System with monitor and printer. I got home and called my lawyer who said to call them and find out what is going on. Turns out my customer number was one digit different than a poor soul in CA who had orderd it but due to a glitch it was sent to me. I told them to contact UPS and pick it up. On the 31st day I called my lwyer and told him it still sat in my garage, sealed with no word from Gateway. His words were "congradualtions on your new system". I sold it on Egay or jsut under a g. Gateway has been very very good to me.

Moral of the story...I am full of caffeine and had to do something.

 

[LiekOMG]

Wow, you guys really have to go through all that crap? A year ago my Samsung monitor started randomly flashing odd colors of magenta. So I called up their tech support and said "For the past 2 weeks my monitor has been turning purple on and off. I think its breaking". And he replied "I'm sorry for any inconvenience. May I have your address so we can send you a new one?". I got the new one in 2 days.

True story too!

 

[rutchtkim]

Good thing I work for Higher Education, Dell techs dont ask us any of that stuff.

 

[Kaervak]

Only "problem" I had with dell was when I was ordering a Mobility Radeon 9000 for my Inspiron. I couldn't even tell you how many times I was transfered from Spare Parts to Software & Peripherals. In the end, I got the order placed and I'm happy.