Tell us your Dell Customer Support experiences

I just came across this Dell dispute experience on Ycombinator and it's quite revealing of their customer support (even in the US).

How were your experiences with Dell?

https://www.facebook.com/Dell/posts/10206079690990070

https://news.ycombinator.com/item?id=13098954

 

The general rule is that if you didn't pay for support, don't expect much.
Consumer level support is always crap, that's to be expected. However, if you bothered with professional level products, and paid for Pro-support, you get proper support.
Proper support include things like a knowledgeable technician dealing with the issue from beginning to the end, as well as onsite service if the issue is a hardware fault.

 

I've purchased business machines from Dell that come with a 3-year standard warranty + onsite support (after remote troubleshooting attempt) and had good experiences, including them over night shipping a broken keyboard part. As Krowe says, expect an entirely different experience with consumer notebooks unless you have upgraded warranty. This is one reason I often advocate buying the enterprise targeted business notebooks - the support is usually far better.

 

I currently have a ticket with them open.
It's about the Thunderbolt 3 issue: LINK (short: XPS 15 9550 is not able to get TB3 speeds only TB2).

I landed in the hardware department that couldn't help me then was sent off to software department,
they then told me that any further pursue of this issue from their side would cost me at least 90 Euros.
My answer was that I paid 2000 Euros and want a product that performs as advertised.
His answer was "But it only says 'up to 40Gbps'" at which point I told him that these cheap cop outs
do not work in Germany if the "up to" value is never reachable even under optimal conditions.

So he just sent me back to the hardware department without any solution. And they now
asked for patience so they can email chain it to someone who can confirm that 40Gbps is indeed impossible.

¯\_(ツ)_/¯

 

Lol check this out:
https://www.facebook.com/photo.php?fbid=10206116365546911&set=p.10206116365546911&type=3&theater

What a joke

 

A little context? Not all of us have Facebook.

 

I have mostly positive from dell. I only received 2 laptops this month. The only issue is that I ordered white inspiron 11 and got a grey one. I called them and they said that the white has been discontinued. So....SOL I guess. It was for my wife and I really wanted a white one. One good thing is that rose gold looks good with grey too. I am painting a few pieces on the computer Rose gold to offset the grey and try to match the rest of her craft room which has rose gold accessories.