YADT (Yet Another Dell Thread)

[ryan256]

Fortunately the Dell support I regularly deal with is the Gold business support. They speak english very well and are actually thinking technicians instead of trained monkeys reading a manuscript.

I have however had similar experiences with tech support from other companies. Irritates me to no end. I'm a support tech myself with A+, N+, and MCSA. If I have to call you with a problem the solution is not going to be on your cue cards.

 

[3chordcharlie]

I call shens.

There are clearly 11 letters in "connaisseur" and not 9.

This calls your entire story into question.

 

[MedicBob]

LOL. Typical tier 1 support.

 

[Goosemaster]

This is why I only deal with their business division.

 

[homercles337]

Originally posted by: Connoisseur

Originally posted by: homercles337
I dont get it. Why didnt you just walk down to MicroCenter and pick up a cheap disc, format, install windows? Then tell dell to send a disc, insert and format. Now your buddy would have a backup disc. Your problem would have been solved in an hour, rather than days or whatever. When i used to buy dells (still do for laptops) i format and install the OS before i do anything with those things.

a) Right... spend $50-$100 of money for something my friend shouldn't have needed in the first place after he already spent $1700 on a machine that should have been fully made, working out of the box and be backed up with "good" support. My friend lives in North Jersey in this tiny town. No Micro Center and then Nearest BB or CC was probably a good half hour away. I was also in a hurry to go home to watch 300.
b) The only OS disc that came with the computer was Vista. I have no experience installing it and I understand it has issues with installation and takes something like 4 hours. I did NOT have the time to sit there through that process.

Anything else you wanted to criticize on?

Are there any more excuses you have to use? No wonder the tech support couldnt understand what you were saying. Is english your native language? You claim to "build my own system [sic]" and would rather sit on tech support for HOURS rather than solve the ****** problem? Ok, d00d, quit your bitching and get the sh!t done. Since you "build [your] own system" this should not be a problem.

 

[fierydemise]

Thankfully when I've had to call tech support I've gotten relatively intelligent techs, its a bit tedious going through all their steps that you've already tried yourself but it works.

 

[Cable God]

From their business division, I've received, er, NOT received: a few Poweredge 1855 blade servers missing either: a) hard drives b) fibre channel adapter c) motherboard d) all or some of the RAM, and some storage arrays without one or all drives. It happens everyday. That's the human aspect of it.

 

[RossMAN]

I dunno how you kept your cool for as long as you did.

I would have gone ballistic on the 2nd call.

 

[HomeBrewerDude]

Dell's service work flow is pretty bad.... IMO they have completely failed to realize how horrible their call centers are when 1) a problem doesn't get sorted easily and 2) has an interruption in communication.

 

[thescreensavers]

"Dude You Gotta Dell"

 

[Connoisseur]

Originally posted by: homercles337

Originally posted by: Connoisseur

Originally posted by: homercles337
I dont get it. Why didnt you just walk down to MicroCenter and pick up a cheap disc, format, install windows? Then tell dell to send a disc, insert and format. Now your buddy would have a backup disc. Your problem would have been solved in an hour, rather than days or whatever. When i used to buy dells (still do for laptops) i format and install the OS before i do anything with those things.

a) Right... spend $50-$100 of money for something my friend shouldn't have needed in the first place after he already spent $1700 on a machine that should have been fully made, working out of the box and be backed up with "good" support. My friend lives in North Jersey in this tiny town. No Micro Center and then Nearest BB or CC was probably a good half hour away. I was also in a hurry to go home to watch 300.
b) The only OS disc that came with the computer was Vista. I have no experience installing it and I understand it has issues with installation and takes something like 4 hours. I did NOT have the time to sit there through that process.

Anything else you wanted to criticize on?

Are there any more excuses you have to use? No wonder the tech support couldnt understand what you were saying. Is english your native language? You claim to "build my own system [sic]" and would rather sit on tech support for HOURS rather than solve the ****** problem? Ok, d00d, quit your bitching and get the sh!t done. Since you "build [your] own system" this should not be a problem.

Yup. I suck at teh english. We can ignore the fact that I was typing it quickly at work and had better things to do than to check my forum posting for proper grammar. In either case, it seems you didn't read my thread at all. Neither myself nor my friend are willing to shell out $50-$100 for a component that we don't want. Also, I'm assuming you've never made a system for friends/family. It's implied that you are forever more their 24/7 support. Frankly, i'm not willing to go there again. And quit my bitching? Dude, this is ATOT. That's what this forum was MADE for.

 

[Sluggo]

Originally posted by: supafly
I will always always always always use the online chat for support if I ever need to. It is much easier to communicate with them that way. That said, I've never had a problem getting the help I need.

:thumbsup:

Chatting does tkae s little more time, but it is much mess frustrating.

 

[Goosemaster]

Originally posted by: HomeBrewerDude
Dell's service work flow is pretty bad.... IMO they have completely failed to realize how horrible their call centers are when 1) a problem doesn't get sorted easily and 2) has an interruption in communication.

I heard an interesting discussion on outsourcing the other day. Basically, it covered how CEOs rush to cut costs, all the while ignoring that the fact these outsourced services will in fact, in many cases, be the face of the company.

Obviously in the case of Dell, it is absolutely DESTROYING their reputation. From Michael's recent reactionary shakeups, they seem to be hemorrhaging because of it.

 

[jpeyton]

I'm not sure how nobody caught this yet.

my friend's brand spanking new Dimension E521

Friend's $1700 dell

A Dell E521 for $1700? I could maybe see a Dell E521 plus a couple of LCDs for that much...maybe.

I've dealt with my fair share of Dell support calls. You don't get far if you act agitated or smarter than the tech support person. You get great service if you know exactly what to say to satisfy their troubleshooting tree inquiries.

 

[Merlyn3D]

This is why I tell friends who will likely need support from me to just buy an Apple. That way, their tech support is the best next to Lenovo/IBM's, and they can walk into any Apple store and get support their too. Screw dell, I'll never pay for their crap because I know they won't stand behind it.

 

[Brainonska511]

Originally posted by: Merlyn3D
This is why I tell friends who will likely need support from me to just buy an Apple. That way, their tech support is the best next to Lenovo/IBM's, and they can walk into any Apple store and get support their too. Screw dell, I'll never pay for their crap because I know they won't stand behind it.

You get what you pay for. Dell has the option for buying better tech support, but most people don't choose to purchase it. I've heard Apple support isn't that special either.

 

[jpeyton]

Originally posted by: Brainonska511

Originally posted by: Merlyn3D
This is why I tell friends who will likely need support from me to just buy an Apple. That way, their tech support is the best next to Lenovo/IBM's, and they can walk into any Apple store and get support their too. Screw dell, I'll never pay for their crap because I know they won't stand behind it.

You get what you pay for. Dell has the option for buying better tech support, but most people don't choose to purchase it. I've heard Apple support isn't that special either.

Ditto. Dell's NBD support is excellent. They replaced my laptop screen with a new panel and had it installed by a technician the day after I called.