Funny Customer Support Misinformation

My first M1530 had a slight build problem as it didn't sit flat on the desk. So Dell shipped me a replacement. My original system came with a 200 GB 7200 rpm drive and the replacement came with a 250 GB 5400 rpm drive. I suppose I could have swapped the drives, but the LCD panel on the replacement was inferior to the first so I called Customer Support for another exchange.

The CR rep told me that the M1530 is an "end-of-life" product (she checked with her manager), so Dell had no more 200 GB 7200 rpm drives left. Instead, she said, Dell gave me the 250 GB slower drive because it was an upgrade. I told her that the M1530 had been recently released so it was not an "end-of-life" product and that the slower drive was actually a downgrade. She didn't believe me, so while on the phone with her I got on Dell's site and confirmed that the 200 GB 7200 rpm drive is still available (is actually recommended) and that it costs $100 more. I asked her to explain how the "upgraded" 250 GB drive cost a lot less. She put me on hold (probably to check again with her manager) and then said she would ship out another system.

While I was at it, I asked her to make sure the third system has the same LCD panel as my original one. I gave her the part number. We'll see how that works out.

 

Things like that are the precise reason i hate customer service reps: they have the competence of children

 

I have found little difference between 5400 and 7200 rpm.

 

I've got a Thinkpad with similar specs except for having a 5400 rpm drive. I haven't timed it, but programs definitely load faster on the M1530. Also, the 7200 rpm drive is advertised as having a "free fall protection" feature. I don't know if the 5400 rpm drive has this.

 

That's is not correct. Children are more observant than adults and retain what they have observed or taught.

You might want to rephrase what you said.

 

Hahahahahah...:laugh:

Did you get put through to Dell Customer Support in India?:twitcy:

 

All of dells support is in india

 

Just to clarify, does an "end of life" product mean that production will stop on it?

 

Not true at all.

If you have a XPS machine in the UK you get put through to Ireland. If there are -very- busy you may get put through to Canada or Germany(?) but this is on very rare occassions.

I have to say that support from Ireland is fantastic.

If you don't have an XPS machine then India will be your support - Good luck if this is the case!

 

from personal experiance . It goes down hell from here, the drama has just started.. Good luck..

 

US XPS tech support is in the US, but I don't find it to be better than India.

 

The reality is that CSRs are underpaid and undertrained. The fault is Dell's (and perhaps the way the global economy works in this and other sectors).

 

The English of the Indian tech support agents has drastically improved from several years ago. It seems like the service is improving. If only you didn't have to ask for a manager for every freakin thing you wanted done, then it would be perfect.

I have a funny story. They tried to replace my 1520 with an underspeced 1525 with a slower processor and Intel card.

Rep: "I am happy to inform you that instead of your nevedia(Thats now he pronounced it) graphics card and slower processor, we have given you 2 GB of ram instead of 1 GB ram of your previous system. The computer will be much much faster in everything and will double performance."

Me:"Laughing"

 

not all are from India, there are some in the Philippines, and they are way better than those from India. They really their stuff. Of course some are not like the others but most of them are really good tech support.