Pleasant surprise with Dell Chat

I know I don't post much on this site, but I've been trolling here since.... July of 2006 probably, I use it a lot for reviews and helping friends out.

I noticed that it seems 50/50 with people on this forum as to their liking of the customer service, and I just got off the online chat with a Bindesh, and she was quite helpful.

I ordered my Inspiron 1520 on July 21st, and with an estimated ship date of 8/16, it was a big problem. Already from my phone *Sony Ericsson w600i world phone* my 2nd monitor had shorted out. everytime i'd get a phone call the monitor would shake and sputter, and go haywire, but that's a diff story. So with one monitor out, my desktop is starting to dwindle down. Now parts are starting to fail all over, so i'm about out of a computer.

I explained to her that I had a timeline issue with my laptop being shipped out so late, because i also have a surgery and college to go to on those dates, so she kindly expedited my order and gave me free next business day shipping.

I also had ordered the chocolate tourmaline laptop sling which wasn't on my invoice which she put in after i gave her the part #.

I think it depends on who you get, but I think the indian people are the most helpful, and it seems to be a lot easier if you don't start scream-typing at them every 5 seconds, they get confused hehe. but that's my personal take.

anyone else have a pleasant response w/ dell chat? i know a lot of people got the $100 credit for the gfx card, I didn't want to ask for too much of my person in one go, and will be going for the $100 credit after i recieve mine.

 

I've had an easy time with the emails to india. Just be clear and concise. I agree that many problems arise from confusing them.

 

Believe it or not, Dell is giving out next day shipping and expediting like candy. Its not hard to get them to do that. All you have to say is that you really need it sooner.. don't have to explain. They just give it out like candy. Sorry if you feel you got special treatment.. But they are dishing out freebies and stuff all over the place. Just read some of the threads here.. Hundred bucks off here... free BT remote there.. I think Dell just trying to right itself from a history of bad quality issues and customer care. Mike Dell is trying to change their image and he does not want the new colorful inspiron line to start off with a bunch of angry customers with long waits etc..

 

no i don't feel like i got special treatment, but getting it makes me feel a little better about my situation. plus i get to make fun of my friend who ordered a MBP like a month and a half ago and will probably have it to him after i get mine now. his ship date is like the 8th of august.

 

I have always had a pleasant experience with the actual Customer Care Dept at Dell. I have a hard time with people in the EPP sales division

 

I agree. I think you can do allot worse then Dell for support. Yes Dell is having some capacity issues and shortages.. but they are doing what they can to help customers stay satisfied. As for Apple.. well I never have bought anything from them.. there is no value in them.. And as always.. a very locked system to software/hardware. Yes they do wintel now.. but they sacrifice performance running in parallels. Even the mighty MBP cannot perform in parallels to my standards. Try getting free shipping out of Sony. Try getting anything out of them.. No you are always going to pay too much for any configuration with Sony and extra warranties cost a fortune.. And when you need to use that Sony has a very bad customer care rating.

I think the important thing to notice is Dell is very ACTIVE and Progressive in their efforts to improve support. Would you not want to buy from a company that is trying to improve their relationship with their customers rather then from someone who is just doing the same old? If Dell succeeds they will increase their market share and others.. like Sony, may have to do something about improving their support.

 

is there a separate chat for EPP, cause i bought my lappy from EPP, but for chat i just went thru home and home office, gave 'em my order # and still helped. dunno, but i never saw anything about a chat specifically for EPP.

 

i was told they only have phone support for epp. i too ordered through epp.

 

Desert,
I have worked with Macs a lot in college in the form of Graphic Design. With well over 200 hours, I am not impressed with them. Apples are too expensive and quite glitchy. Windows may be the big bad boy of OS, but Apples try to be the exclusive clique-ish group of computers.

Sorry, I have strayed. I just don't understand the hype with Apple.

 

I just got off the "chat" with Dell CS. I was asking them about the legal issues of transfering a warranty/service contract from the USA to Italy (where I may be moving in October) and out of the blue, they just said "I have updated your shipping to next business day at no cost to you" (it was 3-5 day standard)

I didnt ask for anything. I was just asking about warranty information. But I had just finished telling the rep that I was very happy with the help I was getting, and that he answered all of my questions very well.

Being polite and friendly pays sometimes. Im just afraid now that some people here will now expect this upgrade, and demand it, lol.