On Site Technicians Not Showing Up

Has anyone else had any problems with on site technicians not showing up? So far I've called up alienware four times for problems, and three of the times my on site tech hasn't shown up despite the fact they've made appointments. Anyone Else?

 

Wow...I haven't had to "opportunity" yet to have a rep show up on-site. But I'd definitely be calling Dell and complaining. Especially if they make an appointment and you need to take off of work or school to wait for them. If they aren't showing up, then there is something seriously wrong that needs to be addressed.

 

Anytime I had an on-site tech scheduled, they showed up on time, sometimes even early. Maybe you have a bad local area on-site tech?

 

Yeh I've had that happen to me on 3 seperate occasions. It seems like if I don't go chasing them up on the day and the time passes by they either forget to come or run out of time or something. I'm not to sure really. It is very annoying though.

Usually when they do end up coming they will give me a call beforehand to give me a heads up that they are on their way. So if I don't get a call now I usually give them or dell a ring.

Cheers.

 

it took my tech about a two weeks to contact me, but once the date was set he showed up no problem

 

Mine showed up on time on both occasions.

 

Doesn't seem normal... Make sure they have got your phone numbers right!

 

Mine have showed up like...7/7 times

 

Like any other kind of service tech they'll typically have a certain number of calls they'll try to hit in a day based on the estimated amount of time each call will take. If an earlier call takes longer than expected then sometimes later calls have to be rescheduled. What a responsible tech does in that situation is call to do so. What an irresponsible tech does it no-call-no-show. The quality of the onsite service you get is dependent on the tech who gets your service call, so while I've had pretty decent experience the guy you are dealing with might suck.

Definitely call Dell to complain.

-Byshop

 

the tech guys that come out aren't Dell employee's. they are contracted out to work on your computer. don't let the bad tech guy's ruin your view of dell. just tell dell that the tech guys they are using are bad. if they are bad to you, they are probably bad to other people also. dell will notice the trend and stop using those techs.

 

They aren't ruining my view of dell ,my view of dell is low enough as it is. haha, i just think it's pretty ridiculous. The schedule people from the contracted company are all really nice, they call me to set up an appointment, they tell me the appointment time and then the on site tech never comes. It sucks because not only do you never know when they're gonna come, but rather than most companies who's time windows will be between like let's say 2:30-5:30, their time window is between 9:30 and 5:30, which is an entire day. The people I had to service my XPS machines were all great and professional, and the one time the person did show up to fix my alienware, he had no idea what he was doing and was just reading instructions off of his computer. I had a whole table for him to work at but he just did it on his lap and almost dropped my computer like 6 times and scratched it, so i have to get the scratched piece replaced as well.

 

Always have showed up and what necro is true. You can also do what I did which is ask if there is another Sub contractor that you can use. In florida we have Unisys and Banctek. The latter is horrible(broken so many things or just never did a good job) so I asked to keep my sub contractor as Unisys.

 

Ask to speak to a supervisor...Last couple of Dells i have had and then needed assistance on, when the tech faild to turn up i got an upgrade out of it...First one was a vostro 1700, got upgraded from wxga to a wuxga screen. Second one was a vostro 1500 ( the wifes ) failed to trun up so i got a 750 GB USB HD


Gotta love freebies and an apology, well in the UK anyhows