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#1
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AVOID DELL LIKE THE PLAGUE IT IS
When my Gateway laptop computer needed warranty repair, I got it back in less
time than they'd promised. When my Dell home system crashed, all I got was long waits, broken promises, and buck passing. December 29th, the computer crashes to a blue screen and I can't get out. I hit the power button to turn the computer off to reboot. It won't come back on. No power light, nothing. I open it up to see if there was anything obviously wrong, a loose wire, etc. I clean it out thoroughly with compressed air. I try again. Dead. I start to experience some mild panic. My wife, who writes for the newspaper, has a nearly completed article in there, plus the invoices for the work she'd done in December. Plus, I have the last three days of work on my novel in there and hadn't yet backed it up. I call Dell Tech support. I listen to the music and the suggestions on the phone for about 45 minutes. Then as the phone finally rings on Dell's end—I get disconnected. I cuss a little and call back. Another twenty minutes of the same suggestions. Finally I get hold of a tech who while very nice, doesn't seem to understand at first that pushing CTRL-ALT-DEL isn't going to do me any good because the computer is dead. He walks me through a number of steps, which do nothing. Finally, he hits the wall and turns me over to another very nice tech who walks me through another set of steps before finally giving up and saying they'll need to do a service call. He says the parts will be ordered and shipped airborne but because of the New Year's Holiday, it'll be Monday before a tech can visit. He says we'll get a call before noon. We're going to be out of town for the holiday anyway, so this isn't too awful. Monday morning comes and goes. No call. No visit. I call Dell. More waiting, more music, more recorded suggestions. When I finally get a human on the line, I inquire where my service call is. He informs me the parts were ordered and shipped. I tell him I know that, because I'd checked the status by phone like tech #2 had told me I could do. Now, I ask, where's my service call? A lot of hemming and hawing and waiting while he checks the info. Finally, I'm told that the service call has been ordered. No joke. Eventually I get a number for the dispatcher. I call and get someplace called Banktech, obviously a subcontractor. They say they'll "leave a message for the tech." Hours go by. No call. I call again. This time they connect me directly with the tech who's not even in the state right then. Nice of them to let me know. He says he doesn't have the paperwork but he knows he has calls in the area on Tuesday and he'll call between 12 and 2 for directions. My son has an eye doctor appointment on Tuesday so I come home for lunch (a 12 mile drive) so someone will be here to cover the phone. 12 o'clock comes, then 1:00, then 2:00. No visit, no call. I call Banktech, who—guess what?-- has to leave a message for the tech. I let them know this is not acceptable. They promise to have a supervisor call my house. He never does. I can't face another session waiting on the phone, so I get on Dell's website and get online tech support chat. I suggest that, if the tech was delayed, common courtesy would dictate that he at least call and let us know. Tech support, it seems, can neither confirm nor deny anything regarding common courtesy. As for the service call, they tell me they can't do anything, it's not their department. They tell me the "maximum they can do" is tell me to call Banktech again or have a tech support manager call me in a couple of hours. No one there offers to try to light a fire under Banktech. Apparently that too is more than they can do for a customer. Finally at 4:00 today, the tech shows up. He puts the parts in in about two seconds, hits the button, it comes on, and he's gone so fast that, as my wife puts it, "I can feel the breeze." Doesn't bother to test anything to see if it actually works. Apparently to him the power light=success and everything else can just go hang. . He also mentions that the guy who was supposed to come yesterday refused to come "all the way" to my little town. Funny that no one thinks to mention these little geographical restrictions. Or, as I say, bothers to call and let us know they're not coming. Oh and the tech support manager still hasn't called. So finally the computer is supposedly fixed, but I had to be the one to make the effort to hound Dell and its subcontractors to do it. If I hadn't done that, we'd likely still be waiting and wondering when the phone would ring and arranging our lives around the technicians. I know one thing for sure. I am never, ever, EVER going to buy from Dell again. And I am going to recommend against anyone else ever doing so. I, however, keep MY promises. And I promised Dell I'd tell this story. -- "The Devils' Right Hand" by J.D. Rhoades, AVAILABLE NOW from St. Martin's/Minotaur Amazon.com page: http://tinyurl.com/5cn5b |
#2
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There are similar stories from all computer manufacturers.
What has made Dell so bad to you is this one problem and support experience. However if you are going to be fair to yourself, you need to more fully research beyond the one experience and one company. A statistic of one representing a company can leave you wit misinformation. -- Jupiter Jones http://www3.telus.net/dandemar/ "WareWolf" wrote in message ... When my Gateway laptop computer needed warranty repair, I got it back in less time than they'd promised. When my Dell home system crashed, all I got was long waits, broken promises, and buck passing. December 29th, the computer crashes to a blue screen and I can't get out. I hit the power button to turn the computer off to reboot. It won't come back on. No power light, nothing. I open it up to see if there was anything obviously wrong, a loose wire, etc. I clean it out thoroughly with compressed air. I try again. Dead. I start to experience some mild panic. My wife, who writes for the newspaper, has a nearly completed article in there, plus the invoices for the work she'd done in December. Plus, I have the last three days of work on my novel in there and hadn't yet backed it up. I call Dell Tech support. I listen to the music and the suggestions on the phone for about 45 minutes. Then as the phone finally rings on Dell's end-I get disconnected. I cuss a little and call back. Another twenty minutes of the same suggestions. Finally I get hold of a tech who while very nice, doesn't seem to understand at first that pushing CTRL-ALT-DEL isn't going to do me any good because the computer is dead. He walks me through a number of steps, which do nothing. Finally, he hits the wall and turns me over to another very nice tech who walks me through another set of steps before finally giving up and saying they'll need to do a service call. He says the parts will be ordered and shipped airborne but because of the New Year's Holiday, it'll be Monday before a tech can visit. He says we'll get a call before noon. We're going to be out of town for the holiday anyway, so this isn't too awful. Monday morning comes and goes. No call. No visit. I call Dell. More waiting, more music, more recorded suggestions. When I finally get a human on the line, I inquire where my service call is. He informs me the parts were ordered and shipped. I tell him I know that, because I'd checked the status by phone like tech #2 had told me I could do. Now, I ask, where's my service call? A lot of hemming and hawing and waiting while he checks the info. Finally, I'm told that the service call has been ordered. No joke. Eventually I get a number for the dispatcher. I call and get someplace called Banktech, obviously a subcontractor. They say they'll "leave a message for the tech." Hours go by. No call. I call again. This time they connect me directly with the tech who's not even in the state right then. Nice of them to let me know. He says he doesn't have the paperwork but he knows he has calls in the area on Tuesday and he'll call between 12 and 2 for directions. My son has an eye doctor appointment on Tuesday so I come home for lunch (a 12 mile drive) so someone will be here to cover the phone. 12 o'clock comes, then 1:00, then 2:00. No visit, no call. I call Banktech, who-guess what?-- has to leave a message for the tech. I let them know this is not acceptable. They promise to have a supervisor call my house. He never does. I can't face another session waiting on the phone, so I get on Dell's website and get online tech support chat. I suggest that, if the tech was delayed, common courtesy would dictate that he at least call and let us know. Tech support, it seems, can neither confirm nor deny anything regarding common courtesy. As for the service call, they tell me they can't do anything, it's not their department. They tell me the "maximum they can do" is tell me to call Banktech again or have a tech support manager call me in a couple of hours. No one there offers to try to light a fire under Banktech. Apparently that too is more than they can do for a customer. Finally at 4:00 today, the tech shows up. He puts the parts in in about two seconds, hits the button, it comes on, and he's gone so fast that, as my wife puts it, "I can feel the breeze." Doesn't bother to test anything to see if it actually works. Apparently to him the power light=success and everything else can just go hang. . He also mentions that the guy who was supposed to come yesterday refused to come "all the way" to my little town. Funny that no one thinks to mention these little geographical restrictions. Or, as I say, bothers to call and let us know they're not coming. Oh and the tech support manager still hasn't called. So finally the computer is supposedly fixed, but I had to be the one to make the effort to hound Dell and its subcontractors to do it. If I hadn't done that, we'd likely still be waiting and wondering when the phone would ring and arranging our lives around the technicians. I know one thing for sure. I am never, ever, EVER going to buy from Dell again. And I am going to recommend against anyone else ever doing so. I, however, keep MY promises. And I promised Dell I'd tell this story. -- "The Devils' Right Hand" by J.D. Rhoades, AVAILABLE NOW from St. Martin's/Minotaur Amazon.com page: http://tinyurl.com/5cn5b |
#3
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WareWolf wrote:
When my Gateway laptop computer needed warranty repair, I got it back in less time than they'd promised. When my Dell home system crashed, all I got was long waits, broken promises, and buck passing. December 29th, the computer crashes to a blue screen and I can't get out. I hit the power button to turn the computer off to reboot. It won't come back on. No power light, nothing. I open it up to see if there was anything obviously wrong, a loose wire, etc. I clean it out thoroughly with compressed air. I try again. Dead. I start to experience some mild panic. My wife, who writes for the newspaper, has a nearly completed article in there, plus the invoices for the work she'd done in December. Plus, I have the last three days of work on my novel in there and hadn't yet backed it up. I call Dell Tech support. I listen to the music and the suggestions on the phone for about 45 minutes. Then as the phone finally rings on Dell's end—I get disconnected. I cuss a little and call back. Another twenty minutes of the same suggestions. Finally I get hold of a tech who while very nice, doesn't seem to understand at first that pushing CTRL-ALT-DEL isn't going to do me any good because the computer is dead. He walks me through a number of steps, which do nothing. Finally, he hits the wall and turns me over to another very nice tech who walks me through another set of steps before finally giving up and saying they'll need to do a service call. He says the parts will be ordered and shipped airborne but because of the New Year's Holiday, it'll be Monday before a tech can visit. He says we'll get a call before noon. We're going to be out of town for the holiday anyway, so this isn't too awful. Monday morning comes and goes. No call. No visit. I call Dell. More waiting, more music, more recorded suggestions. When I finally get a human on the line, I inquire where my service call is. He informs me the parts were ordered and shipped. I tell him I know that, because I'd checked the status by phone like tech #2 had told me I could do. Now, I ask, where's my service call? A lot of hemming and hawing and waiting while he checks the info. Finally, I'm told that the service call has been ordered. No joke. Eventually I get a number for the dispatcher. I call and get someplace called Banktech, obviously a subcontractor. They say they'll "leave a message for the tech." Hours go by. No call. I call again. This time they connect me directly with the tech who's not even in the state right then. Nice of them to let me know. He says he doesn't have the paperwork but he knows he has calls in the area on Tuesday and he'll call between 12 and 2 for directions. My son has an eye doctor appointment on Tuesday so I come home for lunch (a 12 mile drive) so someone will be here to cover the phone. 12 o'clock comes, then 1:00, then 2:00. No visit, no call. I call Banktech, who—guess what?-- has to leave a message for the tech. I let them know this is not acceptable. They promise to have a supervisor call my house. He never does. I can't face another session waiting on the phone, so I get on Dell's website and get online tech support chat. I suggest that, if the tech was delayed, common courtesy would dictate that he at least call and let us know. Tech support, it seems, can neither confirm nor deny anything regarding common courtesy. As for the service call, they tell me they can't do anything, it's not their department. They tell me the "maximum they can do" is tell me to call Banktech again or have a tech support manager call me in a couple of hours. No one there offers to try to light a fire under Banktech. Apparently that too is more than they can do for a customer. Finally at 4:00 today, the tech shows up. He puts the parts in in about two seconds, hits the button, it comes on, and he's gone so fast that, as my wife puts it, "I can feel the breeze." Doesn't bother to test anything to see if it actually works. Apparently to him the power light=success and everything else can just go hang. . He also mentions that the guy who was supposed to come yesterday refused to come "all the way" to my little town. Funny that no one thinks to mention these little geographical restrictions. Or, as I say, bothers to call and let us know they're not coming. Oh and the tech support manager still hasn't called. So finally the computer is supposedly fixed, but I had to be the one to make the effort to hound Dell and its subcontractors to do it. If I hadn't done that, we'd likely still be waiting and wondering when the phone would ring and arranging our lives around the technicians. I know one thing for sure. I am never, ever, EVER going to buy from Dell again. And I am going to recommend against anyone else ever doing so. I, however, keep MY promises. And I promised Dell I'd tell this story. I BET YOU STILL HAVEN'T BACKED UP YOUR DATA!!! HAVE YOU |
#4
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Just like people, Dell does not get a second chance to make a first
impression. My first experience after I ordered was with Dell Financial Services - cant seem to credit early payments to my account and can't understand why I'm ****ed. Next experience was wth Dell Technical Support who waited 4 days to reply to my issue and when they did, it was pathetically weak. I can't wait for the next issue. Andy "Jupiter Jones" wrote in message news:XtFCd.32108$nN6.20833@edtnps84... There are similar stories from all computer manufacturers. What has made Dell so bad to you is this one problem and support experience. However if you are going to be fair to yourself, you need to more fully research beyond the one experience and one company. A statistic of one representing a company can leave you wit misinformation. -- Jupiter Jones http://www3.telus.net/dandemar/ "WareWolf" wrote in message ... When my Gateway laptop computer needed warranty repair, I got it back in less time than they'd promised. When my Dell home system crashed, all I got was long waits, broken promises, and buck passing. December 29th, the computer crashes to a blue screen and I can't get out. I hit the power button to turn the computer off to reboot. It won't come back on. No power light, nothing. I open it up to see if there was anything obviously wrong, a loose wire, etc. I clean it out thoroughly with compressed air. I try again. Dead. I start to experience some mild panic. My wife, who writes for the newspaper, has a nearly completed article in there, plus the invoices for the work she'd done in December. Plus, I have the last three days of work on my novel in there and hadn't yet backed it up. I call Dell Tech support. I listen to the music and the suggestions on the phone for about 45 minutes. Then as the phone finally rings on Dell's end-I get disconnected. I cuss a little and call back. Another twenty minutes of the same suggestions. Finally I get hold of a tech who while very nice, doesn't seem to understand at first that pushing CTRL-ALT-DEL isn't going to do me any good because the computer is dead. He walks me through a number of steps, which do nothing. Finally, he hits the wall and turns me over to another very nice tech who walks me through another set of steps before finally giving up and saying they'll need to do a service call. He says the parts will be ordered and shipped airborne but because of the New Year's Holiday, it'll be Monday before a tech can visit. He says we'll get a call before noon. We're going to be out of town for the holiday anyway, so this isn't too awful. Monday morning comes and goes. No call. No visit. I call Dell. More waiting, more music, more recorded suggestions. When I finally get a human on the line, I inquire where my service call is. He informs me the parts were ordered and shipped. I tell him I know that, because I'd checked the status by phone like tech #2 had told me I could do. Now, I ask, where's my service call? A lot of hemming and hawing and waiting while he checks the info. Finally, I'm told that the service call has been ordered. No joke. Eventually I get a number for the dispatcher. I call and get someplace called Banktech, obviously a subcontractor. They say they'll "leave a message for the tech." Hours go by. No call. I call again. This time they connect me directly with the tech who's not even in the state right then. Nice of them to let me know. He says he doesn't have the paperwork but he knows he has calls in the area on Tuesday and he'll call between 12 and 2 for directions. My son has an eye doctor appointment on Tuesday so I come home for lunch (a 12 mile drive) so someone will be here to cover the phone. 12 o'clock comes, then 1:00, then 2:00. No visit, no call. I call Banktech, who-guess what?-- has to leave a message for the tech. I let them know this is not acceptable. They promise to have a supervisor call my house. He never does. I can't face another session waiting on the phone, so I get on Dell's website and get online tech support chat. I suggest that, if the tech was delayed, common courtesy would dictate that he at least call and let us know. Tech support, it seems, can neither confirm nor deny anything regarding common courtesy. As for the service call, they tell me they can't do anything, it's not their department. They tell me the "maximum they can do" is tell me to call Banktech again or have a tech support manager call me in a couple of hours. No one there offers to try to light a fire under Banktech. Apparently that too is more than they can do for a customer. Finally at 4:00 today, the tech shows up. He puts the parts in in about two seconds, hits the button, it comes on, and he's gone so fast that, as my wife puts it, "I can feel the breeze." Doesn't bother to test anything to see if it actually works. Apparently to him the power light=success and everything else can just go hang. . He also mentions that the guy who was supposed to come yesterday refused to come "all the way" to my little town. Funny that no one thinks to mention these little geographical restrictions. Or, as I say, bothers to call and let us know they're not coming. Oh and the tech support manager still hasn't called. So finally the computer is supposedly fixed, but I had to be the one to make the effort to hound Dell and its subcontractors to do it. If I hadn't done that, we'd likely still be waiting and wondering when the phone would ring and arranging our lives around the technicians. I know one thing for sure. I am never, ever, EVER going to buy from Dell again. And I am going to recommend against anyone else ever doing so. I, however, keep MY promises. And I promised Dell I'd tell this story. -- "The Devils' Right Hand" by J.D. Rhoades, AVAILABLE NOW from St. Martin's/Minotaur Amazon.com page: http://tinyurl.com/5cn5b |
#5
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Hi!
I'd have to say that apart from the near-maddening experience with the tech support reps in India (and where is this not a problem? Dell's staff was pretty decent compared to the folks I spoke with at Best Buy warranty service...) that the on-site technical service did a great job when my 8300's internal 250MB Zip drive went out. I had a good experience buying my 8300 and hope that it will be a decent computer with a long life. Now if you asked me about my attempt to purchase and finance a Latitude notebook, I'd almost tell you that Dell's small business sales department isn't worth dealing with. I found the financing inflexible and the choices completely inappropriate for a person buying the machine for personal use. Point being that everyone has a bad experience with a company at some point. William |
#6
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In article E0KCd.74623$k25.74111@attbi_s53, newsgroups1
@saveyourspam.walshcomptech.com says... I'd have to say that apart from the near-maddening experience with the tech support reps in India (and where is this not a problem? Dell's staff was pretty decent compared to the folks I spoke with at Best Buy warranty service...) Dell's getting a pretty bad rap for their reps in India. So much so that they've moved all "business division" support back to the U.S. Only consumers will still get reps in India. Even then, there is a "massive" effort to replace workers in India with those who has little or no accent. And they're putting a premium on better training. That said, here in the U.S. they are paying "tech minimum wage" for support people and they don't understand why they have such a high turnover rate. People with real life experience and training aren't going to work for $12/hour. And those who do take the job can take advantage of internal Dell training and certifications, then leave the job after a year to get a real paying job. I worked in the ACS division in Nashville for almost two years and left a few months ago to work IT for another company after getting all of my Dell certifications. I actually enjoyed doing tech support and was one of the top techs, but they weren't willing to pay a decent wage. If Dell showed as much loyalty to me as I showed to them, I'd still be there. That said, this problem isn't limited to Dell. My wife worked tech support for Comcast for almost 3 years before she got a better IT job. And it was mostly the same story. Comcast pay is worse than Dell's (although they have better benefits) and there is little upward mobility for tech reps. I've got friends at Bell South and Gateway to tell me the same sort of stories. As for the level of Tech Support given to customers... Dell had an outside company do a survey last year and found they had dropped from #1 in customer satisfaction to #3. As a result, the whole support system is being overhauled and techs are spending a LOT more time in training so they can get back to #1. For consumers, I'd say you're not gonna see any decent results any time soon (the consumer division cares more about saving money than truly helping people; consumer sales make up less than 20% of overall sales), but if you've got a business account with Dell, I'd expect that you'll see massive improvement in the coming few months. I should also mention that if you are an end user that purchased your computer through your company, you're in the business support category. |
#7
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In article , Bad
Bubba wrote: That said, here in the U.S. they are paying "tech minimum wage" for support people and they don't understand why they have such a high turnover rate. People with real life experience and training aren't going to work for $12/hour. And those who do take the job can take advantage of internal Dell training and certifications, then leave the job after a year to get a real paying job. I agree. Dell as well as other companies are able to hire staffs with higher education level for less money. Apart from their local accent, the overall technical standard is higher. Well, guess everyone take that differently... -- |
#8
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i've used dell's india based tech support three times over the past
year and there third party(banctec, not banktech. read your service agreement)on site service once and have never had a problem. of course my failed combo drive and static filled speakers weren't exactly major problems, either. still, i was well taken care of with no on-hold phone time and 36 hour on-site service. and the indian techies are fine. accent or not. whether or not better paid americans can do a better job is another story. it's like bubba said above, folks with real life training and skills in the IT field are not going to work for $12.00 an hour. and the fact of the matter is they may not even do the job for twenty-dollars an hour if it means they basically have to answer phones all day from folks who call tech support every time windows freezes or a program goes a little nutty. as it is 15 out of every 100 home user calls dell gets is a person with a problem caused by a virus. so after spending 4 or 6 or 8 years in college or at a high cost tech school, the most qualified people for these jobs may simply not want to spend 10 hours a day in a cubicle answering questions from folks who can barely open a can of soup, much less run and maintain a busy computer on a daily basis. and now that the jobs have gone overseas and it's been proven it can work, these phone support jobs have been diminished and devalued. so the pay and the job may never be as attractive to american workers again. the bottom line is those indian folks have at least a bachelors degree in there chosen field and the average pay is $2,000 annually. the IT industry as a whole is globally minded and student enrollment in our nations collages for IT training is at an all time low. far more folks from other countrys are entering the field then americans. the why and the how could this happen part of this is beyond the point now. that's the way it is for better and for worse. |
#9
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OK I'll, tell you like it is here in the UK, there are 3 Dell service
Partners worldwide they are in no particular order Getronics (used to be WANG & befor ethat Olivetti) Unisys, and Banctec (Banctec being the new kids on the block) Dells whole company ethos is about driving prices down They dont make/manufacture anything "They assemble". Recently Banctec arrived in Europe wanting a slice of the Service Repair contract and offered Dell a High 1st time fix rate at a lower price than either Unysis or Getronics were working to, to which Dell rubbed its hands saying thank you very much and gave themn a large slice of the home user market while Getronics and Unysis concentrated on the business side of things unfortunatly for Dell it appears Banctec are finding it very hard to meet their service level agreements, and it becomes a vicious circle, Engineers overworked, too tight time schedules, lowmoral, bad service etcetc and it goes on and on and everyone gets tarred with the same brush. Now most of you will say "but thats Dells fault" and yes your correct, but one thing I have noticed over the years the Business side of things are far more forgiving and more flexable when things go wrong or an engineer cant make the appointed time. The home user also seems utterly dismayed if Dell request them to do some troubleshooting so as to enable them to get a more adequate 1st time fix rate and god help the engineer should the hard drive fail and the user hasn't backed up their data - "To all home users read your service contract Dell ARE NOT responsible if you lose your Data" In saying that though there is no excuse for bad manners and slovenly attitude that the original poster suffered at the hands of Banctec and their employees. "phew thats got that off my chest " "Whytoi" wrote in message ... In article , Bad Bubba wrote: That said, here in the U.S. they are paying "tech minimum wage" for support people and they don't understand why they have such a high turnover rate. People with real life experience and training aren't going to work for $12/hour. And those who do take the job can take advantage of internal Dell training and certifications, then leave the job after a year to get a real paying job. I agree. Dell as well as other companies are able to hire staffs with higher education level for less money. Apart from their local accent, the overall technical standard is higher. Well, guess everyone take that differently... -- |
#10
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I agree! Avoid Dell at all costs.
I regularly work with support from Dell, IBM, and Compaq/HP. I have experienced "Business" level support as well as "Home User" support. Each company does a decent job of supporting their business customers. When calling in for business support issues, I would rank IBM first, HP/Compaq second and Dell last. Home User support is where Dell really looses. Like some of you, I have had support reps in the Philippines tell me to "Double Click" My Computer after I tell them I have the hard drive out of the computer and in my hands. I have had orders lost, then cancelled only to show up weeks later. I have spent hours on hold getting transferred from department to department, each denying responsibility for my issue. I have been "Accidentally" disconnected an average of once per incident. Dell used to offer the best in home support. Not because they were rated #1 by "Joe Blow' Magazine, but because you could tell just by calling. I used to recommend any home user buy a Dell simply for the excellent support. Needless to say, Dell is no longer my PC of choice for anyone. I refuse to buy anything else from Dell and will recommend anyone else do the same, until they get their act together. |
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