Dell Tech Support is Superb

I discovered on Thursday 6/11 that both XPS 16 laptops purchased with build dates in March had a DVD failure.

Here what happened:

1. Called Dell on 6/12 around 4:00 pm (XPS Support Line) and immediately got a tech. Tech is from the Philippines but speaks perfect English.

2. Tech tried to fix the problem but was unable to so a case was submitted at 5:34 pm to replace the DVD in both computers.

3. Received an email from Dell at 10:34 pm. The drives have been shipped and will be here on Monday.

4. Monday 6/15 received call from local tech that drives had been received and time was scheduled to replace them.

5. Monday 6/15 noon drives have been replaced and are working and the tech is gone.

Dell seems to get a bad rap for their tech support. But, I don't think you can get much better than this.

 

good to hear...

i've always had good support from dell tech too... i think i've went to dell chat 5 or 6 times over my lifespan of 4 dell devices.... always fulfilled my requests

 

It's good to hear somebody had a good experience. I've had wins and loses with their tech support. My most recent encounter was a nightmare, you can read about it here if you're interested:

http://www.zaraphrax.net/2009/05/a-dell-experienc/

And yes, it seems to be a very mixed bag when it comes to the quality of service. Some people get -tastic service, while others get awesome service. I think it depends on who you talk to.

 

pro tip: black background + gray text != best viewing combination

 

I used to have good luck, but lately it's been so bad! I would just like to get an english speaking person that understands computers, not scripts on a screen.

 

I hear that. As has been said, it's hit or miss. My video card was replaced, seems to be a dud card, having a lot of issues with crashing since replacement. First it was a software issue - so I wiped the computer. Then it was a Windows 7 issue - so I wiped it with Vista. Now I finally got someone who realised it was a hardware issue ¬.¬'


2 Duds, one good. It's all luck with their tech support =-(

 

Typically, the Phillippines based tech support is much better than the Indian. Why do you think it was moved there in the first place?

 

Dell support has thusfar done everything that I've asked of them in a timely fashion. They seem to provide satisfactory service.

 

In my experiences their "technical support" is often not so great. If you have a general software question (though I'd say Dell Chat may be better for phone support for this) or a more obscure hardware problem then you may get more unusual suggestions and "fixes" for the problem. IMO the warranty provided by their technical support truly is good though.

 

I find this too. Personally, I find the language barrier an issue. It's not a lack of understand or communication, it's simply that I feel they don't understand what your saying when you go into more complex explanations of your issue - they tend to just read off their script.

HOWEVER, the warranty is excellent. They aren't afraid to come out and replace parts if they feel there is an issue, and next business day? Fantastic warranty.

 

Wow. Don't often see a pro-customer service post.

 

Well I am glad things worked out for you and I will say when they do decide to do something they will follow through and get you the parts you need. Personally I think you had a good experience since the problem is obvious....either the drives work or they don't....most who contact their support have an unknown issue or conflict that their "tech" support simply can't handle. I think they are too scripted and have no real tech experience, just reading off a list of things to check which often has been done prior to the call so many get no where.

 

The two techys I got yesterday were exactly as you describe. The one I got today did however know about tech issues. For example I randomly got an NSTD.dll MISSING error (I can't remember exactly what it was now) and I told the techy, and he informed me instantly of the fix for it. It was unrelated to my issue, and he got it solved instantly and continued troubleshooting my main issue =-)

 

Yeah I know, a new theme is coming soon, lol.

 

Nice to hear great feedback

And, for me...XPS Tech Support..It just rock's awesome!


Cin

 

You kids are all spoiled by XPS premium support. We Studio users, we have to use TELEGRAMS to contact our Indian outsourced support.

 

I have owned 4 Dell laptops over the past 15 years and I have generally been pleased with the technical knowledge of the technicians.

My latest laptop is a Lenovo and some of their support technicians are awful. I told one tech about my System File Checker errors and she told me she had never heard of System File Checker.

Since moving to Lenovo, I really miss Dell's technical support.

 

Always nice to hear good reviews about support. Many people are mocking Dell support, which i don't understand. I only had to deal with it twice and both times it was excellent. One time i got some Indian who i didn't understand almost anything, but he was pretty cool nonetheless. He asked me to open notepad and some Dell Support website which i found out activated remote desktop. Then he typed stuff into Notepad and i could read it on my screen, and his written english was very good. Perhaps a dodgy solution, but it worked and i got all the help i needed. Replacement part was sent next day and i complimented him for smart move and gave him good rating in the survey afterwards

 

@Tuwa: Heh XD. That is one of the upsides of Dell Chat .

 

you are using Dell XPS (Premium) Support Service... that's why you don't complain

Business who buy through Dell's Business website/account get higher level of support too

it's the people who buy the cheap dell products from dell home, get shafted with a crappier support tier... and they complain about bad service... but it's because of them giving less money for a product

 

I haven't had complaints with my Dimension 9100 warranty or my relative's Inspiron 710m warranty (and I'm still far happier with service that I was with my old Gateway).

By the way, does the Studio XPS mobile series receive premium support if the "Your Tech Team" option isn't purchased or does it redirect people to the normal Inspiron/Dimension warranties?

 

i think "Your Tech Team" is more of like a premium support system... like the previous option of DellOnCall

Code:

Support via DellConnect3		
North American Call Centers		
2-minute wait time or less, on average		
One-stop shop for all Dell products		
Family coverage		
Schedule ahead		
Preferred Technician phone support

the XPS m1330/m1530 can be purchased with 'Your Tech Team' support