I hereby recind my comments...

[mrrman]

file a complaint with Dell...their so called support sucks

 

[bctbct]

Originally posted by: krunchykrome
I've had Dell's for the last 4 years, and I've never had a problem.

me too, 4600 IIRC

 

[GeekDrew]

I've had 3 Dell laptops and 3 Dell 19" LCDs. I agree that customer service is a PITA. I doubt that I'll ever buy another laptop from them, personally, but I don't think that I would have a problem buying another LCD or even desktop.

 

[Special K]

I've had really good luck replacing parts. In the 3 times I've needed a replacement, the CSR's were really quick about getting to the point without running a ton of pointless diagnostics. In all cases I had my replacement part shipped via next day air, which was nice. This was all using their online chat BTW.

 

[DrPizza]

I feel for you. I had a similar problem. "Hello, yeah, my monitor just arrived... it doesn't work. Yes, I've plugged in all the cords and cables. What's wrong is that 1/3 of the screen has a really weird psychadelic look to it. I've tried degaussing it about 50 times; that didn't help a bit."
"Okay, that does sound like a defective monitor. I just have to have tech support give me a {something} number so I can give you an RMA number. Hold for a moment please."
10 minutes later,
"No, I don't have a system code. I only bought a monitor. Look, this is what's wrong with the monitor..."
"Yeah, the monitor definitely is defective."
"Good, could you let (Pam?) know? Her extension is... She needs it verified that it's defective so she can give me an RMA number."
"Sorry, I can't do that. I can only troubleshoot whole systems."

AAAGHHHHHH!

 

[AStar617]

I had one support experience with Dell that I'd rather not talk about, it'll only make me mad again...

Thankfully, having become a Dell Certified Technician in the meantime due to a work project, now anytime I have a warranty request for *any* equipment still covered, I just give my Technician ID and PIN, and tell them what part to send and where. Zero pushback. Plus $WORK makes a flat fee of a couple bucks in the exchange too. I recommend you look into it.

 

[Fritzo]

Originally posted by: HomeBrewerDude

Originally posted by: Fritzo
i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories suppot number. It's different than their PC support.

you're probably right, but still Dell's support system is so horrible that they can't even recognize this small fact and provide said number.

Of course not. The Indians they're using don't have that situation covered on the note cards they use to answer any questions.

 

[Mucho]

Sorry to hear about your troubles however, I am on my third Dell, couldn't have been happier.

 

[Whitecloak]

Originally posted by: Fritzo

Originally posted by: HomeBrewerDude

Originally posted by: Fritzo
i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories suppot number. It's different than their PC support.

you're probably right, but still Dell's support system is so horrible that they can't even recognize this small fact and provide said number.

Of course not. The Indians they're using don't have that situation covered on the note cards they use to answer any questions.

whereas the americans do?

 

[Fritzo]

Originally posted by: Whitecloak

Originally posted by: Fritzo

Originally posted by: HomeBrewerDude

Originally posted by: Fritzo
i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories suppot number. It's different than their PC support.

you're probably right, but still Dell's support system is so horrible that they can't even recognize this small fact and provide said number.

Of course not. The Indians they're using don't have that situation covered on the note cards they use to answer any questions.

whereas the americans do?

No really...it's amazing how their overseas support is set up. A lot of the workers have a limited command of English, so they listen for certain key words and type them in or look at note card guides, which match up with flow charts to solve the problem. This is why when you're explaining a problem and if you mention any other devices besides the affected product, your support call will go off an a tangent and you'll have no idea what's going. (I manage a call center and have seen Dell's call center designs).

 

[Feldenak]

Originally posted by: Joemonkey
I use gold chat on a regular basis, always have the replacement part the next day before 10am

 

[phoenix79]

I work IT for a school system and use the Dell Online chat at least weekly. Never had a problem and usually have a part in hand in about 2 days.

 

[aphex]

i take back what i said....

 

[OutHouse]

Dell server support rocks. we buy the 4 hour parts contract and we always get any parts within 4 hours of placing the call.

 

[Looney]

Wow, that's sweet!

 

[pontifex]

Originally posted by: Fritzo

Originally posted by: Whitecloak

Originally posted by: Fritzo

Originally posted by: HomeBrewerDude

Originally posted by: Fritzo
i think you called the wrong dept. When I call for Dell monitor replacements, I usually call their accessories suppot number. It's different than their PC support.

you're probably right, but still Dell's support system is so horrible that they can't even recognize this small fact and provide said number.

Of course not. The Indians they're using don't have that situation covered on the note cards they use to answer any questions.

whereas the americans do?

No really...it's amazing how their overseas support is set up. A lot of the workers have a limited command of English, so they listen for certain key words and type them in or look at note card guides, which match up with flow charts to solve the problem. This is why when you're explaining a problem and if you mention any other devices besides the affected product, your support call will go off an a tangent and you'll have no idea what's going. (I manage a call center and have seen Dell's call center designs).

you know whats sad? the company i worked for before this, an american company, was doing the same exact thing. i was working phone support and they were in the process of doing the whole flow chart thing.

get rid of actually using your brain to try to fix something (not that most of the people there did have brains). if the level 1 support couldn't get it working that way, you got thrown up to level 2 and they would actually try some real troubleshooting.

 

[ViviTheMage]

dell overnights everything for me.

 

[hanoverphist]

Originally posted by: aphex
Update: Well i'll be. After dealing with crappy dell support on the phone till nearly 9pm last night, I was told we would have a replacement LCD on my parents doorstep in 4-5 days. Well low and behold, this morning, 9am, DHL rings my parents door and drops off the monitor. Now, i'm used to service like this on my thinkpad (small parts overnighted), but props to dell for overnighting an lcd for them... 12 hour turnaround, I have to say, im impressed, very impressed.


OLD THREAD
-
The power button on my parents Dell 1907fp broke, it will no longer turn off the monitor.

I've now been on hold for nearly 45 minutes, having been transferred through to 6 associates now, each of which claims to be informing the next representative what my problem is, yet when each of them get on the line, they are asking me what my system express code number is...

When i proceed to explain that we don't have a Dell system, only a monitor, which they don't understand the first three times i say it, they then put me on hold for 10-12 minutes while they 'research' the issue. Only to then come back on the line and transfer me to someone else.

I almost want to make up a fake system code so they will at least talk to me.

<grumble>

the dell monitor i got for free for ordering a few systems has its own express code, so does the 3010 color laser printer i got for free for ordering multiple systems another time. each thing they sell comes with a warranty, and that warranty is linked to a service code. check the back of the monitor to see what the code is, hopefully the sticker is still there.

 

[KeithTalent]

Dell has always been very, very good to me. Until that changes I will always recommend them for certain things (monitors and laptops).

Glad to hear it worked out for you.

Cheers,
KT

 

[TwiceOver]

Exactly why I use Dell chat everytime. Such as today, needed a replacement CDRom. Went to chat and had a parts replacement in the works within 5 minutes. I definately wouldn't call them for support, that just sucks.

Also, every dell product should have an express service code or a service tag number. On my 2005fpw they are on the back.