Is Dell Costumer Support really THAT horrible?

I've been thinking about purchasing a laptop soon and I've pretty much narrowed it down to two choices in manufacturers: Fujitsu (P1) or Dell.com. Now, I seem to be getting a lot of mixed messages with regards to the customer service for Dell. But the general consensus is that the Dell customer support is really, really bad.

The main reason why I'm considering Dell is that the 700m doesn't seem so bad and it's cheaper. Fujitsu has beeter quality products, I suppose, but is more expensive. I have a $1500 budget and if I go with Fujitsu I'll be over it by 100 or 200 and if I go with Dell it's a little under my budget, which is nice.

So, the deciding factor for me is this: IS DELL COSTUMER SUPPORT REALLY THAT BAD? I'll be buying at least a 2 year insurance and I don't want it to be bad support -- or as the case may be with Dell, no support at all!

 

no

they replaced my i6000 with 1 dead pixel and 1 stuck pixel after 2 mins on the phone (after being on hold for about 3 minutes)

your post says you've read that dell svc is both good and bad. i don't know why you're asking the question again, your post answers it for you.

you've done the research, only you can make the decision now.

 

Dell has some of the best customer support in the industry, period, I've never had a problem returning/exchanging a product. Their on-site service (which I got with my I9300, haven't need to use it yet) is also very good.

Considering Dell probably sells more notebooks in a DAY than P1 does in an entire YEAR, I dunno I would take the bulk of the complaints with a grain of salt...

cheers,

yass

 

Honestly it was falling apart at one time, but now dell is back to excellent customer service. I just ordered a dell 700m and they have only given me the best service a company could. They handled a few extra things for me fast and free. They actually care about every customer now.

"What we do in life echoes in eternity"

 

I had terrible customer service. Can't say enough bad things about my experience.

 

so far i havent had the greatest tech support, well actually i am wishing i had never bought a dell, the phone tech support takes a very long time to talk to someone and when you get to talk to someone they have such a bad accent or cant speak that great of english so it makes it hard

 

see what i mean?

 

I've recently called their TS and waited on hold for 32 minutes before hanging up. It was a horrible experience voice saying something then hear two tones then music then repeat voice two tones music - I was stuck in a loop most likely going back and forth from overseas call centers.

I finally tried their chat service. Which uses activesuX, so FIREFOX wouldn't load it (lame).

I'm waiting after getting a instance number from the CSR to get a call from the dell tech. They said in 2-3 days they would contact me to set up the visit. It's now day 4 (afternoon) and now reply.

I'm not impressed with dells customer support...

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by inkyquills

 

Come on guys, tech support via chat is awesome. Just ask for a replacement cd for apps... Seriously though for software problems don't even bother. Ask questions in forums here, via google news, etc. They have no clue.

It would be interesting if you were bored on a Sunday, had a few drinks, to go into tech suppt chat, and ask them some software questions, like how do I change the sensitivity of the mouse, or what button do I push to turn the laptop on? (** sorry **)

If it's hardware and under your warranty, the hardware people who fix the unit (at least for desktop) are good with hardware, bring a new drive, are on time and fix it promptly. (at least mine was).

 

I agree with CSF. I think most people here can give some type of solution to any problem. Also, if you do your own repairs and are able to troubleshoot things yourself, then you really don't need TS except for requesting parts.

I've had a few problems with my 9300 including a broken keyboard. I used the chat system to get my parts, then I did the repair myself. The parts are overnighted to you, and plus there is reinstall guides on Dell's site. I can't really use the at home service because I live in the middle of nowhere.

In fact, the only reason I have a warranty and accidental coverage on mine is because I've lost one laptop when someone split a drink on it.

__________________________________________________________________________________________
Inspiron 9300 || 1.73GHz || 60GB 7200rpm ||1gb DDR2||ATI Radeon X300 64MB || CD/DVD RW || XP Pro

 

to be honest in the 7 years I've had to deal with dell there customer service has never been any good for anything other than non-technical non-refund issues. If you do call, email, or chat for anything technical or for a refund on anything you'l just get the run around.

Now that aside their products are some of the best I have ever used.