For all you inspiron 6000 owners - How has your experience been w/ service & support?

I'm thinking of buying a dell i6000. I'd like to know what your experience w/ customer service has been like w/ the i6000 and if there's any difference between cs thru the different sections, i.e. home, business, epp. I know latitude cs is us-based. Seems like people get less hassles that way. So if you buy a 6000 thru business or epp is the service & support better? Please help.

 

experiences vary with a company as large as dell. the small biz support is us based. i personally have had nothing but good experiences (dare i say excellent) with dell sales and support, but others can tell you differently.

 

Well that's good to hear. Did you get your laptop thru dell home?

 

I have a 6000D, not sure what the difference is between 'i' and 'd' models. But... So far, as far as the machine itself goes. I've enjoyed it. It gets the job done and is superior in every way the previous notebook I owned. Guess that a serious slam on the maker of my old lappy. I haven't needed technical support yet -Knocks on wood-. So I can't say anything about that.

I believe that the major difference between the buisness and home sections is there are more options threw Dell's buisness site. I think the same buisness options are available with epp, like availablitiy of onsite support (Which I have and I've heard is excellent.) in additional to mail in service, accidental protection (which isn't available here in Florida), etc. Another difference will be with the coupons Dell gives out. Some of them are for home, others are for buisness. I'm not sure if you can regularly use them on epp purchases. Seems like sometimes you can get a better deal regaurdless. That would seem especually the case with a popular inspiron model like the 6000.

 

Thanks for your post. Yes, it seems to be cheaper w/ coupons thru the dell home site. But if paying a little more thru dell business or epp would mean better customer service, I'd be willing to pay it if it meant saving me time and being annoyed.

 

Well unfortunately, I have not yet tried out onsite. I can't say if its really worth it yet from my experiences.

 

It also depends on what warranty you get. Each department has a different warranty, but are very similar in nature.

Like Home's At-home service and Business On-Site service. In either case you'll get a tech to come to your home/business to do the repair.

Their home service isn't that bad from my experience. My biggest problem is that if any small problem happens, they want to send a tech out to my home but that isn't good for me since I'm never home.

 

That's interesting..I never thought of it as the kind of warranty you get. Maybe that's it. I thought maybe all support for the 6000 thru business would be us-based, versus it being routed thru another country when bought thru the home section. Does anyone know about that?

 

yes, bought through dell home.

 

Well I meant that within each section, there are different warranty types, but in comparison like home to business, the warranties are similar.

For example, with home, you can get a warranty that will allow you to get service on everyday of the week including weekends, but there is also a plan where you can only get service during business hours. In Small Business, they have a plan that is very similar to that. Same with EPP.

Obviously, your warranty is going to effect the type of service you get. If you laptop breaks on a Friday, and you have the business hours only plan, then you won't get any service until Monday. Then there are some plans only allow you to mail your laptop in. So it is very important to look at the warranty that you are getting.

When you are configuring a laptop, on the second page of configurations, you'll choose your warranty. You should see a little question mark in a blue circle with "Help me choose" beside it. If you click on this, it will give you the specs for the warranties within that section.

 

i didnt like mine...said i was goin to pay 200$ to fix my stuff...i was like f that fixed it my self some how ...cause...my warrenty wasnt the right one

 

I'm not sure you're understanding my question. I didn't ask about the different types of warranties. I want to know if customer service is us-based for 6000 purchases thru business and epp.

 

Yes I know. You sound like you are trying to find out what section gives the best customer support and service. My point of the warranty information was that if you have certain warranties, you'll get better customer support and service whether it is based in the US or not.

 

still waiting for the courrier to deliver the product...they said dell did not provide the correct addrsss. and of course dell said they did, have been on the phone with them ( dell and courrier)all day ...threatended to cancel 2 times...said it wont be here for another 2 days, but thet apparently drove by my office today with it in my truck? If your going to order a dell think twice about the customer service and the delivery of your product they really seemed not to care at all once the order is shipped...and the courrier really should be in another business...

 

once the product gets on the truck, it's no longer the responsibility of the OEM. if you have a problem with the courier, complain to the courier; that's where your attention needs to be directed. are you tracking it?

 

I think dell has to change the address. Apparently the carrier can't change the address b/c of Dell's policy. Dell has to change the address and contact the carrier in order to have it ship to another location other than what is on the address label.

I'm only saying that because when I ordered my 9300, I wanted it to be shipped to a different location, so I called UPS. They told me that Dell would have to do it because of the policy they have with dell :-/

 

That sucks. Hope it gets to you soon. Did you get yours through dell home?

As for your response "southerngirl", what you wrote still doesn't answer my question. Plus I have a pet peeve w/ people who say "obviously" as you did in one of your posts here. I think it sounds patronizing and I don't like it. I didn't ask about warranties.

Is there anyone out there who knows the answer to my question about if customer service is us-based from dell home or epp, versus dell home which apparently is not? Or put another way - Is it better?

I spoke to a cs rep at dell once who said he handles calls from govt, education, big business customers etc, but home customers go to a different place. And that was recently.