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    How is Dell's XPS support?

    Discussion in 'Dell' started by jmach, Apr 16, 2008.

  1. jmach

    jmach Notebook Enthusiast

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    I live in the U.S., and I am just wondering what your experiences have been with Dell's XPS support? Also I am curious - is their XPS support based in North America?

    I asked on the Dell forums, and someone (another user, not from Dell) replied that it was North American based, but I just got done chatting with a Dell rep, and he said something along the lines of, "our tech support is based all over the globe, but XPS support agents receive intensive training on how to solve XPS problems" - so, he said that it was not NA-based.

    My gut instinct is to go with what Dell says - after all, it is their company. However, previous experience has led to the unfortunate reality that in this situation, either person could be wrong.
     
    jmach, Apr 16, 2008
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  2. silvergator

    silvergator Notebook Consultant

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    Def. use XPS support.

    In my experience everyone I have spoken to is American. But I don't think their support is anything better than normal.
     
    silvergator, Apr 16, 2008
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  3. Signal2Noise

    Signal2Noise Über-geek.

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    As a testament to their computers in all of the years of owning a Dell I've never had to contact support. So, ergo, their support is excellent! ;)
     
    Signal2Noise, Apr 16, 2008
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  4. imar3l

    imar3l Notebook Evangelist

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    they say that XPS has its own team, but u never know......and i talked to some indian guy before 4 my laptop
     
    imar3l, Apr 16, 2008
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  5. DOHXPSFan

    DOHXPSFan Notebook Geek

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    I have had excellent experience with my norton internet security wouldn't show up in Windows Security Center. They were the best I've had any experience with and haven't ever had any better that's for sure! YEEHAW!
     
    DOHXPSFan, Apr 16, 2008
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  6. Signal2Noise

    Signal2Noise Über-geek.

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    Hmmm, a good support person would have told you to uninstall NIS and get Kaspersky or Nod32 instead. ;)
     
    Signal2Noise, Apr 17, 2008
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  7. Kaedo

    Kaedo Notebook Enthusiast

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    how do I contact them in the UK? I signed up for 4 years of support but they neglected to tell me how I go about getting it. Not good when you consider the lemon they sent me this morning ( see this link)
     
    Kaedo, Apr 17, 2008
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  8. lgsshedden

    lgsshedden Notebook Consultant

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    dealt with XPS support for the first time last night: support is 24/7, guy sounded like he was in US (not that it matters to me) but most importantly, he was able to log into my laptop, fix stuff and exit within 15 minutes -- great service and most of all, resolved a problem I couldn't.
     
    lgsshedden, Apr 17, 2008
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  9. mystery905

    mystery905 Notebook Deity

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    How did he log on to your laptop? Do you need to be running some kind of special software?
     
    mystery905, Apr 17, 2008
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  10. Cin'

    Cin' Anathema

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    Hi! ;)
    I had to call Dell XPS Support last week for a minor glitch I was having, and the person that helped, he was very patient, and very nice.

    He fixed the problem I was having, and answered a couple of other questions I had. ;) :)

    So for me, the XPS Support was great!! ;) :)
     
    Cin', Apr 17, 2008
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  11. DirkBelig

    DirkBelig Notebook Guru

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    XPS Support was terrible in the several calls I had a few weeks back. I was so disgusted, I was going to send it back and explore other brands, but the CSR offered a replacement unit and it came with added Bluetooth and an extra year of Complete Care. I'm still having issues with the poor build quality of this one, so I may still jump ship. Way to lose customers, Dell!!!
     
    DirkBelig, Apr 17, 2008
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  12. booboo12

    booboo12 Notebook Prophet

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    They use a program called dellconnect. you'll need it on your computer as well
     
    booboo12, Apr 17, 2008
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  13. Kaedo

    Kaedo Notebook Enthusiast

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    Sorry to be a pain, but I still don't know how to call XPS support from the UK. You'd think when you pay £150 for it they'd be a booklet in the box telling you what you've paid for. Sure I know that I can probably get there via the customer service number (after being bounced around for a while) but they must have a direct number. Any one care to share?
     
    Kaedo, Apr 18, 2008
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  14. Robert Gerrity

    Robert Gerrity Newbie

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    Robert Gerrity, Apr 19, 2008
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  15. booji

    booji Notebook Deity

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    Open up your user's manual. In the back, there is an appendix of support telephone numbers for all countries and regions that Dell serves. I am pretty sure that you can get a copy of it online as well. In any case, if you travel a lot, I would scan those pages into your computer in the event that you may need support while you are overseas.

    Good Luck!
     
    booji, Apr 19, 2008
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  16. PookiePrancer

    PookiePrancer Notebook Consultant

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    Dealt with them twice; once by phone, once by chat. In a word: awesome!
     
    PookiePrancer, Apr 19, 2008
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  17. Kaedo

    Kaedo Notebook Enthusiast

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    thanks both, I'll put the number in my mobile in case of problems in the future.
     
    Kaedo, Apr 19, 2008
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  18. jmach

    jmach Notebook Enthusiast

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    Thanks for the feedback everyone - doesn't sound like they're too bad.
     
    jmach, Apr 20, 2008
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  19. Agent Zero

    Agent Zero Notebook Guru

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    Definitely had a great experience in addressing and fixing my problem promptly. You really see a difference compared to the normal support.
     
    Agent Zero, Apr 20, 2008
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