Didn't believe it until I experienced it for the first time (Dell Tech Support)

So I've heard the horror stories of Dell's tech support... and I always thought "I'm sure its not great, but it can't be THAT bad."

Yeah... WRONG.

My gawd... what morons! I'm sorry to be so bold, but I mean, really... I did the online chat, because I cannot understand thick indian accents. The person I was connected to could barely form a sentance...

So, my problem was with my DVD drive. It seems to have died. Making all sorts of noises, and wont play DVDs.

So first off, he asks me to verify that my address listed in the account is correct. It is. So I tell him that. Well, after some further bad english, he explains that I need to write it all out for him. Okay, fine.

So then I tell him my problem. He asks if I've reseated the optical drive. I tell him I already did that, as well as rebooting. He then asks if that fixed the problem. Umm... if it did, would I be talking to you?

Then he asks me if all my hard drives make the noise. Um, no, HD is fine (knock on wood), DVDs are having the problem.

So then he says he's going to replace it. Great! Then he asks for my address again. Didn't I just give that to you?

So he finally puts the order in, and I ask how its being shipped. DHL. For those of you who haven't had the pleasure of dealing with DHL, they are horrid. (At least in my area) I've never recieved a non-damaged box from them. One box I recieved was sopping wet -- and it wasn't even raining out. They don't even bother knocking on my door. They just drop the package at my doorstep and bolt.

I ask if it can be sent Signature Required. Nope! The most he can offer is a tracking number once it goes through. I tell him that my apartment complex has theft, and that I don't want to be responsible if it gets stolen. He tells me not to worry, Dell would take care of it. (HA! Somehow I doubt that)

*sigh*

I love my Dell, and I hope that I never have to deal with that tech support nightmare again for something more serious.

 

actually, that doesn't sound like too bad of an experience. they usually go off a script and besides, as a former phone support guy, you have to ask those kinds of questions. i'm sure you've read the "customer service" horror stories floating around the web about people who think the cd tray is cupholder, etc.

the only thing that seems weird is the fact that they wouldn't do sig required on the delivery. maybe you should have it delivered to your office or the apartment complex's leasing office?

anyways, it sounds like you're getting your drive so good luck.

 

Sounds to me like a thorough conversation and a good job by the service rep. You should place yourlsef in his/her shoes and try dealing with different kinds of customers and make sure you do not imply anything in the conversation that can be later construed against you.
As for the shipping option, many webtailers have preferred providers who give them substantial discounts. Alas, this is a standard practice.
Cheers,

Netscorer.

 

I am in the process of getting a Dell now. It is kind of neat watching the status of the build process. As it turns out I used the online Chat to get some information. I have found the whole buying experience a pleasure and the online chat was professional. They even sent me an email after the chat with a script of everything so I would have it for my record.

I think Dell is hitting on all cylinders with their products and services.

 

I'm amazed on how quickly one gets through on the phone to Dell if your considering a purchase. but to get phone support forget about it. I came across a Canadian tech number and got immediate responses..so far. They do ask if your calling from the states and then give you that number, but some are decent enough to say..what is your question. The Dell salesman who sold me my 2 Inspiron 1300 in the business department gave me his exentsion number and all I ever get is his voice mail. Did this 4 times in one week and have yet to hear from him.

 

[Non-Laptop Dell Related Story]
Yeah, my dad has an XPS Dell Dimension desktop.. The left mouse button physically broke on it after about 8 months of use. It was still under warrenty. By physically broke, I mean that the button itself could not be pressed... It was broken in the down position, and could not be clicked.
Again and again I tried to explain to them that the mouse button was broken... physically broken... Unable to function.. CANNOT BE CLICKED!! I know how a mouse works, and this button, its broken!! Yet... The tech support guy kept wanting to go through this disgnostics.. After about 10 minutes of trying to explain to him that the button was broken, and it wasn't a software problem, I gave up because he said he couldn't issue a replacement until I agreed to try some possible fixes first.. He made me go through about 30 minutes of diagnostics with him... Including unplugging it, and replugging it, reinstalling old mouse drivers from a CD that came with the desktop, going into the control panel and playing around with settings, etc. etc.. All the time using nothing but keyboard shortcuts. He absolutely refused to issue a replacement until we went through this crazyness.

It was a $60 logitech 3-button optical mouse with scrollwheel. When he did issue a replacement, it was a two-button non-optical mouse, that I could have bought from Circuit City for $25.

[\Non-Laptop Dell Related Story]