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<rant> Burn in hell Dell!

D

DnetMHZ

Diamond Member
I just spent almost 1 and a half hours on the phone with the morons at dell tech support and customer care.

All I'm trying to do is simply replace a DOA wireless router my boss bought.

After the 7TH time I was transferred, I get "sorry your call cannot be completed, please hang up and call again"

AAAARRRRGGGHHH!!!... I think I almost broke my phone, I slammed it down so hard... rot in hell everyone related to Dell
what happened? you used to be easy to deal with

</rant>
 
Originally posted by: dnetmhz
I just spent almost 1 and a half hours on the phone with the morons at dell tech support and customer care.

All I'm trying to do is simply replace a DOA wireless router my boss bought.

After the 7TH time I was transferred, I get "sorry your call cannot be completed, please hang up and call again"

AAAARRRRGGGHHH!!!... I think I almost broke my phone, I slammed it down so hard... rot in hell everyone related to Dell
what happened? you used to be easy to deal with

</rant>
Click to expand...
Outsourcing Tech Support to India.
 
Originally posted by: dnetmhz
I just spent almost 1 and a half hours on the phone with the morons at dell tech support and customer care.

All I'm trying to do is simply replace a DOA wireless router my boss bought.

After the 7TH time I was transferred, I get "sorry your call cannot be completed, please hang up and call again"

AAAARRRRGGGHHH!!!... I think I almost broke my phone, I slammed it down so hard... rot in hell everyone related to Dell
what happened? you used to be easy to deal with

</rant>
Click to expand...

learn to manage your anger: throw the PC out the window, proceed to throw yourself out and land on the PC
 
Originally posted by: abracadabra1
I am a very loyal dell customer. Their deals are just unbeatable.
Click to expand...

Yeah, but their tech support sucks a$$. I went through the same thing with Dell a few months ago after I bought a refurbished LCD display (color was all messed up). I spent about an hour and a half bouncing around from Indian to Indian and got absolutely nowhere (except extremely pissed off). I finally called TigerDirect.com (where I bought it) and RMA'd it back to them for a replacement.

 
I called them today for a failing HD. Ran a quick diagnostic and they will have a new one advance shipped in my hands by Monday. Luck of the draw I guess.
 
Isnt it ironic... the people always complaining about sh!tty tech support always buy the cheapest support they bundled. If you want better support, than fork over the extra $$ for it. If you want crap support, than dont pay money. Thats how the system works and its for the better.
 
actually you have to learn what to say.

after dealing w/ dell for 5 or 6 years, ive learned you have to already know their troubleshooting steps, and recite it to them when you call.


delltech: Sir, what can a help you with? (STRONG phillipine accent.. (phillipines is where dell support is anyway, n00bs))
me: my monitor is bad. ive tried plugging it into another known good computer, and it still doesnt work, and when i unplug the vga cable and turn it on i do not get the red green blue striped test screen.


works everytime
 
Precisely the reason I dumped every piece of Dell equipment in my whole enterprise and signed with gateway for servers and workstations. Their support (even the cheapest) has blown Dell out of the water every single time I have called them. Within 3 minutes you have a LIVE person on the phone that speaks ENGLISH. Plus they do not question and nit pick my or none of my engineer's troubleshooting techniques. Dell will never again sell me anything nor my business. I don't like being on hold for 2 hours and then when I finally get someone I can't understand a word they say. Good bye and good riddance Dell.
 
A few weeks ago, I broke my laptop (It was obviously my fault, so it shouldn't be covered under my warranty) and I called Dell to see if I had any options for getting it fixed. I got an Indian guy who immediately gave me an RMA number. I was worried that I would have to pay a few hundred for shipping + replacement motherboard + service charge + shipping back, but Dell did it all for free! 🙂
 
I love dell, their customer service, their pricing, their equipment. They're all great.

I get my RMA done via E-mail. They respond quick. And you don't even have to wait on the phone or anything.

Send them an email with order number, customer number and the problem and such. Go do your thing come back and find an email with their response.
Then just follow through with whatever they say and they take care of everything from even shipping back the item.

 
Originally posted by: dexvx
Isnt it ironic... the people always complaining about sh!tty tech support always buy the cheapest support they bundled. If you want better support, than fork over the extra $$ for it. If you want crap support, than dont pay money. Thats how the system works and its for the better.
Click to expand...

Clearly it's for the better of Dell and not the customer.

Why should I pay extra for support? All I want is for the product I ordered to work and if it doesn't work, get me a new one. I'm not some idiot user who doesn't know a monitor from a television set or a mouse from a hard drive. Gee, is it plugged in? I'd like to bounce my phone off the head of the next idiot who asks a stupid question like that.

I build all my computers-I haven't bought a computer from a any manufacturer in almost 10 years (I've had many different systems in that time though).

A monitor is something that either works right or it doesn't. There isn't much you can do with a defective monitor except replace it.
 
I just called them last night regarding the LCD on my laptop. Sometimes it will simply black out and go to fuzz. It doesn't matter if it's in windows or where. She didn't even have me run any diagnostics. She simply said that they would authorize an LCD replacement and that their local contractor would contact me tomorrow (today) to schedule an appointment.

I agree. With tech support you get what you pay for.
 
dell pwns.

just use their email support. responses are usually within 24 hours and they fix your problem (SB btw, don't know about Home)
 
Ya hopefully these companies will stop outsourcing support when they realize the quality is not the same and they lose their customer base to people that prefer better support. Then maybe I can keep my IT job instead of losing it to some 3rd world country.
 
Originally posted by: JulesMaximus
Originally posted by: dexvx
Isnt it ironic... the people always complaining about sh!tty tech support always buy the cheapest support they bundled. If you want better support, than fork over the extra $$ for it. If you want crap support, than dont pay money. Thats how the system works and its for the better.
Click to expand...

Clearly it's for the better of Dell and not the customer.

Why should I pay extra for support? All I want is for the product I ordered to work and if it doesn't work, get me a new one. I'm not some idiot user who doesn't know a monitor from a television set or a mouse from a hard drive. Gee, is it plugged in? I'd like to bounce my phone off the head of the next idiot who asks a stupid question like that.
Click to expand...

Its better for the consumer because I DONT want to pay for extra support I DONT want or will NEVER use. Dell computers in the past have always been bundled with high level 3 year warranties. The result was the system price was fairly high. Now taht they have 1 year crap support, they have some of the best deals on the Internet.

If you people are whining about outsourcing the support to India, then the next time you buy an OEM computer, pay $$ for the support. Its part of the classic American symptom of wanting to lamblast anything that isnt "Made in USA", but in reality, they just go off to Wal-Mart and buy "Made in China/Taiwan/India/you name it" anyways.

Summary: Dell has it better for the consumer because the consumer has a choice NOT to bundle in support that they DONT want and will never use to save a lot of $$.

EDIT: I think the next step is for Dell to offer a "no support" for their machines, just RMA and Warranty support. Think of all the hot deals getting a little bit hotter!
 
Originally posted by: JulesMaximus

I'm not some idiot user who doesn't know a monitor from a television set or a mouse from a hard drive. Gee, is it plugged in? I'd like to bounce my phone off the head of the next idiot who asks a stupid question like that.
Click to expand...

Has it ever occured to you that Dell/Gateway/IBM/etc dont have some kind of magic Caller ID that automatically displays your level of technical ingenuity?

For all they know, they could be speaking to some hick from podunk-arse hicktown, USA that doesnt have electricty and running water. It is the basic run down and I can accept it. Especially if its over the phone where they cant make any quick visual checks. Or I suppose you would rather have them ask the caller to do some 133+ hardware tricks to figure out a problem and all along the dumbass had the power outage?
 
Originally posted by: dexvx
Originally posted by: JulesMaximus

I'm not some idiot user who doesn't know a monitor from a television set or a mouse from a hard drive. Gee, is it plugged in? I'd like to bounce my phone off the head of the next idiot who asks a stupid question like that.
Click to expand...

Has it ever occured to you that Dell/Gateway/IBM/etc dont have some kind of magic Caller ID that automatically displays your level of technical ingenuity?

For all they know, they could be speaking to some hick from podunk-arse hicktown, USA that doesnt have electricty and running water. It is the basic run down and I can accept it. Especially if its over the phone where they cant make any quick visual checks. Or I suppose you would rather have them ask the caller to do some 133+ hardware tricks to figure out a problem and all along the dumbass had the power outage?
Click to expand...

No, it's just frustrating. I understand the need to ask the basic questions and I rarely have had to call tech support for anything. I've never been anything other than pleasant to the person on the other end of the phone either. If I have a problem and feel that I need to call the manufacturer I expect some sort of resolution is all. I owned the display for less than a week when I started having the problem and I tried everything I could think of, plugged in to different computers, changing display settings, resetting it etc. Dell just wasn't any help at all in the end. I did get another refurbished Dell LCD display that has been flawless for almost 6 months now. I know better than to call Dell if I have a problem with it though-because they just don't care and will not be of any help even though it has their name on it.
 
Originally posted by: JulesMaximus
Originally posted by: abracadabra1
I am a very loyal dell customer. Their deals are just unbeatable.
Click to expand...

Yeah, but their tech support sucks a$$. I went through the same thing with Dell a few months ago after I bought a refurbished LCD display (color was all messed up). I spent about an hour and a half bouncing around from Indian to Indian and got absolutely nowhere (except extremely pissed off). I finally called TigerDirect.com (where I bought it) and RMA'd it back to them for a replacement.
Click to expand...

why didn't you just do this in the first place?
 
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