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dell technical support -- question
hello,
i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! |
#2
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"Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! The support industry as a whole has gone downhill. Dell remains the best of what's out there, imo. Stew |
#3
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On Sun, 13 Jun 2004 21:56:54 -0500, "S.Lewis"
wrote: "Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! The support industry as a whole has gone downhill. Dell remains the best of what's out there, imo. Stew I recently needed Dell T/S, and by the time we hung up, all was and still is working as it should. There are never any guarantees of course, but they came through on this one. |
#4
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"Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? "Deteriorated" is putting it mildly. Nearly non-existent is more like it. Individuals get Indians who get paid for getting rid of callers as fast as possible, regardless of whether or not they solve your problem. Corporate users talk to Americans who get paid for solving problems. Dennis |
#5
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Technobarbarian wrote:
"Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? "Deteriorated" is putting it mildly. Nearly non-existent is more like it. Individuals get Indians who get paid for getting rid of callers as fast as possible, regardless of whether or not they solve your problem. Corporate users talk to Americans who get paid for solving problems. Those "corporate users" include buyers through the Small Business Division, something that anyone can do. Larry |
#6
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"Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! Use email support when ever possible. Over all it takes longer to resolve your problem but much less of your actual time and certainly less frustrating trying to understand someone poor English. In my experience, you will receive a replay with in 12-24 hours, many times much faster. The initial reply will be the same exact script of actions that the support person is going to have you go through. The advantage is you can skip steps that have already been tried or make no since. My other suggestion is this NG. There are alot of knowledge people who frequent this group and are more then willing to help out. -- Rob Q: "What did the redneck say right before he died?" A: "Hey ya'all watch this!!" |
#7
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Dell support is non-existent, via enail!
The problem was, a loud pop and flash, the smell of burning electronics components, and now the system randomly shuts. (bad power supply, computer repair 101) I sent the first email and got back a reply. I did what they asked and sent the results. I get a email back a email stating the person helping me has left for the day but this person will try and help. This person sent back the EXACT same request for info. I emailed back saying I had just supplied that info. Yep. you guessed it that person had left for the day. but if I would do th these test I will try and help. Again the SAME requset for info. Again I sent it. Again that person has left for the day, the next request was to reformat the hard drive and reload everything. I emailed back and told them this was DUMB!!! and asked to have this problem bumped up to the next level. Yep, again that person would try and help. However if I did not do as ask and preform all the instruction there was nothing theu could do to help. IE reformat and reload windows. This went on for days, never the same person twice, and being ask to preforn the same tests over for each new tech. Finaly I gave up and called the customer support number. Again I was told that since I had not reformated there was nothing that could be done, until I did. Now I had to lie to get help. I told the tech,. that it just took a dump again and that there was a loud pop, a flash if light and a burning smell, and the system shut down. That was a good thing cause that it proved that it was just a humitiy problem according toi the tech. In June in California, Humitiy is not an issue.! Next I was asked to reboot and go into the bios and do some things. like a P.O.S.T. I asked what that was and could I do it some other way because the computer would no longer boot, or show any signs of life. AHHH, now we are getting some where. I ended up with 47 pages of emails and two hours on the phone with an out-sourced tech.. fifteen minutes with a local tech. ordering a new power supply and mother board. This wa 4pm PST, by 8:30 am the next day the new parts had been installed. Just for the fun of it, I emailed tech support and ask it they could direct me to a notice I had read regarding two icons for the CD RW drive. Yep you guessed it, a most serious problem,, must reformat and reload Windows. The service is good ONCE you get past the incompetency of the call screeners. Thanks, now I feel better jerry On Sun, 13 Jun 2004 21:31:37 -0400, Tanya wrote: hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! |
#8
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it is much harder today for first time buyers to purchase a pc. the fact
that most buyers are repeat buyers (if not students) and that prices have plummeted, and computers have become commodities all means that support is now bare bones from any manufacturer. they will help with software questions that are in my opinion out of the reasonable boundaries of their responsibility but when the question is poorly articulated or becoming too time consuming to troubleshoot the call will be cut short with a 'reload your system software and call us back if you still have problems.' computer companies do not answer 'how do i' type questions. they do stand behind the hardware with whatever level of service you purchase. the frustration comes in when it is unclear if problem is hardware or software. having said all that, say what you want about dell support, but it still remains the best in the industry. but keep in mind that being the best doesn't necessarily mean they are any good. as for news groups, this is the only lively one of the majors (the hp and gateway groups are sadly dead, at least in terms of answers to questions). this lively groups helps support dell in a very candid way that understandably a manufacturer could not do directly due to the need to protect themselves from exposure to more problems by suggesting something that is extreme. and dell also has a lively dell discussion board hosted on their own servers as well as on-line documentation and downloads that are much easier to navigate than any of the competitors. "Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! |
#9
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Most OEM technical support is nearly non-existent.
Dell is better than most, but unless you are quite computer literate, you will find them of little help. By that I mean you will have to trouble shoot and be able to open your computer and work with it's insides as directed by the tech that you contact. Also, this URL might give you an insight to the problems with Dell's Tech Support. http://www.consumeraffairs.com/computers/dell_svc.html "Tanya" wrote in message ... hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! |
#10
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"J. Bronson" wrote in message ... Dell support is non-existent, via enail! The problem was, a loud pop and flash, the smell of burning electronics components, and now the system randomly shuts. (bad power supply, computer repair 101) I sent the first email and got back a reply. I did what they asked and sent the results. I get a email back a email stating the person helping me has left for the day but this person will try and help. This person sent back the EXACT same request for info. I emailed back saying I had just supplied that info. Yep. you guessed it that person had left for the day. but if I would do th these test I will try and help. Again the SAME requset for info. Again I sent it. Again that person has left for the day, the next request was to reformat the hard drive and reload everything. I emailed back and told them this was DUMB!!! and asked to have this problem bumped up to the next level. Yep, again that person would try and help. However if I did not do as ask and preform all the instruction there was nothing theu could do to help. IE reformat and reload windows. This went on for days, never the same person twice, and being ask to preforn the same tests over for each new tech. I must just have the magic touch then because I NEVER have such problems with email support. As a mater of fact I use email to avoid such problems. Some how I don't think magic has anything to do with it. -- Rob Q: "What did the redneck say right before he died?" A: "Hey ya'all watch this!!" an issue.! Next I was asked to reboot and go into the bios and do some things. like a P.O.S.T. I asked what that was and could I do it some other way because the computer would no longer boot, or show any signs of life. AHHH, now we are getting some where. I ended up with 47 pages of emails and two hours on the phone with an out-sourced tech.. fifteen minutes with a local tech. ordering a new power supply and mother board. This wa 4pm PST, by 8:30 am the next day the new parts had been installed. Just for the fun of it, I emailed tech support and ask it they could direct me to a notice I had read regarding two icons for the CD RW drive. Yep you guessed it, a most serious problem,, must reformat and reload Windows. The service is good ONCE you get past the incompetency of the call screeners. Thanks, now I feel better jerry On Sun, 13 Jun 2004 21:31:37 -0400, Tanya wrote: hello, i'm helping a friend buy their first pc and had heard that dell technical support had deteriorated. would anyone know whether that is the case? THANKS! |
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