What happened to Dell's Customer Support OMG!!!

I need to tell anyone and everyone before you buy any Dell and there so called WARRENTY. this is an accually forem post and Dell's reply to me.. I'ts Unbelievable


mgxps77
Joined on 02/22/2009
Posts: 3
Points 30What Happen To Dell's customer support OMG !!!!
22 Feb 2009 11:26AM
THIS IS AN EMAIL I SENT TO ONE OF THE LAST HELPFULL PEOPLE AT DELL AND THE ONLINE CHAT SESSION THAT I JUST GOT DONE WITH. WHAT HAPPENED TO DELL? WHAT HAPPENED TO THE HELP WE PAID HUNDREDES OF DOLLORS EXTRA FOR IN THIS WARRENTY, I BOUGHT 4 YEARS OF THIS WARRENTY AND NOW IT'S USELESS.

XXX, THIS IS THE SESSION I JUST GOT DONE WITH BECUASE I HAVEN'T BEEN ABLE TO REACH YOU IN MONTHS, PLEASE I BEG YOU, CALL ME, EMAIL ME, ANYTHING. WHAT HAPPENED TO DELLS CUSTOMER SUPPORT? WHAT ARE THE PPL THERE SELLING THESE WARRENTIES WHERE PAYING FOR? IF DELLS CUSTOMERS HAVE TO PAY FOR THIS "DELL ON CALL" STUFF THEN THE WARRENTY IS USELESS. BIG DEAL THE "HARDWARE" UNLESS YOUR COMPUTER COMPLETELY BLOWS UP THEN IT'S USELESS. I USED TO GET ACCULE HELP FROM DELL, BECUASE WITH THE EXCEPTION OF 2 HARDWARE THINGS IT'S ALL SOFTWARE ISSUES I EVER NEEDED HELP WITH, AND NOW DELL HAS *** IT'S CUSTOMERS OVER ON THAT NOW. I HAVE "ALONE IN THE DARK" I BOUGHT FOR $50.00 AND IT'S JUST SETTING HERE, I CAN'T DO ANYTHING WITH IT STILL. AND DELL HAS TURNED IT'S BACK ON ME UNLESS I GIVE THEM MORE MONEY. XXX, YOUR MY ONLY HOPE, MY LAST CHANCE. PLEASE I BEG OF YOU CALL ME XXX-XXX-XXXX. I HAVE NO WHERE ELSE TO TURN. PLEASE PLEASE PLEASE CONTACT ME.


MECHELLE (XXXXXXX)

11:22:26 AM System
You are being transferred to another Agent. Please stand by...
11:22:26 AM System
You are now being connected to an agent. Thank you for using Dell Chat
11:22:26 AM System
Connected with
11:22:36 AM
Thank you for contacting Dell Technical Support. My name is Rahul and my rep ID is . How may I assist you today?
11:22:36 AM Mechelle Gould
Good Morning
11:22:46 AM
Good morning.
11:23:36 AM Mechelle Gould
I usually talk to Raj when it comes to my computer, only becuase I have bad experiences with others, but I havent heard from in in several email in months, so I'm forced to go this rout
11:24:08 AM
I sincerely apologize for your past experience. I will do my best to provide you quality service.
11:24:20 AM
Could you please elaborate on the issue you are facing with this system?
11:24:55 AM Mechelle Gould
ok, i purchased a video game, Alone in the Dark, and at the end of the installation it says it cant run becuase other programs are stoping it, i looked for these other programs and i cant find them on my compt, can u help, maybe im looking on all the wrong places
11:25:41 AM
I’ll be glad to assist you and will assist you to reach the correct support queue. Please give me 2 to 3 minutes to pull up your account information.
11:25:53 AM Mechelle Gould
ok np
11:26:10 AM Mechelle Gould
6ZVZ6C1, 813 635 9719
11:26:26 AM
Thank you for the information.
11:26:31 AM Mechelle Gould

11:26:56 AM
You are using Inspiron 9200/ XPS 410 with Windows XP home installed on it. Am I correct?
11:27:33 AM Mechelle Gould
yes and no, i have Windows Vista, lol, funny its never been updated in your system, ive had vista for the last several yrs
11:27:54 AM Mechelle Gould
Vist Home Premium
11:29:06 AM
is your system working fine except this game?
11:29:38 AM Mechelle Gould
well i have a few other issues going, its more of an anoyance then a problem
11:29:54 AM Mechelle Gould
my internet connection is tempermental
11:30:19 AM Mechelle Gould
especially when it comes to myspace
11:31:41 AM
Since how long have you been facing these issues?
11:31:50 AM Mechelle Gould
hmmm
11:32:02 AM Mechelle Gould
6 months or so i think, not really sure
11:32:29 AM Mechelle Gould
i've just been trying to deal with it, i ran all systems checks and i cant find why
11:33:11 AM
Mechelle, these issues are related to third party software, for which I would suggest you to get in touch with Dell on Call which is a paid support.
11:33:18 AM Mechelle Gould
ive tried to wait for , only becuase my last tech rep made my compt worse and it took 6 hours to fix what the last tech messed up
11:33:46 AM Mechelle Gould
what do u mean a paid support?
11:34:11 AM
Dell On Call charges a nominal fee and offers quick and easy support. They will answers to all your questions about non-Dell branded hardware/software/virus & spyware related issues. They can be reached at 1-888-236-3355.
11:34:25 AM Mechelle Gould
what about my warenty?
11:35:44 AM
Mechelle, warranty covers only the Hardware components that were shipped with the system. If you have any other issue with any software/hardware purchased separately from the system, you need to contact Dell on call for support.
11:35:46 AM Mechelle Gould
when ive had problems with software before i never ran into this, dell usually helped me
11:36:51 AM
I understand. Due to the Dell policies, we can assist you to fix any Dell shipped hardware related issues and for any third party software related issue, you need to contact Dell on Call for support.
11:37:12 AM Mechelle Gould
so there customer help polacies have changed then?
11:37:18 AM Mechelle Gould
policies*
11:38:21 AM Mechelle Gould
so basically your telling me, my warrenty is now pretty much usless?
11:39:16 AM
All the hardware components are covered under warranty but for software related support, you need to contact Dell on Call. You can check this link which will explain the warranty:
11:39:21 AM
http://www.dell.com/warranty
11:40:16 AM
. In the past, we often did provide our customers a best effort in attempting to resolve these issues, even though we had no obligation to do so. However, due to the broad range of products and their complexity, we've created a group of specially-trained technicians to assist you with this type of issue.
11:40:20 AM Mechelle Gould
fine, i'll keep trying to reach , I guess there isnt may like him left at dell, ppl who really want to help there customers and not just try and get there money
11:41:06 AM
If you have any hardware related issue, I will be glad to assist you with that.
11:41:42 AM Mechelle Gould
if i had hardware issues i wouldnt be talking on my compt, i would be on the phone cause my compt didnt work
11:42:19 AM Mechelle Gould
ive been using compt for 13 yrs, im not a complete idoit
11:42:36 AM
You can chat with us from a different system if you have any hardware related issue and we will be glad to assist you with that.
11:43:04 AM Mechelle Gould
ok, can we end this chat now, it's waisting my time
11:43:19 AM System
The session has ended!








husky0894
Joined on 11/09/2008
Posts: 1,174
Points 21,872Re: What Happen To Dell's customer support OMG !!!!
22 Feb 2009 11:30AM
A warranty covers hardware - you're asking for third-party software support. ALL the major computer vendors limit this - or charge for it, or both.

Your first point of contact is the manufacturer of the software, not Dell - this is a software issue. If they can't help, you've three choices: return the game, pay for support, or do the research yourself to find a solution. Start, as indicated, with the software manufacturer.



Davet50
Pennsylvania
Joined on 08/10/2003
Posts: 9,864
Points 51,087Re: What Happen To Dell's customer support OMG !!!!
22 Feb 2009 11:40AM
First you need to edit your post to remvove any reference to your service tag and Dell employee(you can use first name but no other reference).

Second as the previous poster stated but to expond. Once you change the os from a shipped os Dell is no longer obligated to provide software support on the system. This is not new and has been that way for a long time.

So you should check the vendors web site for thier fourms/help on installing the game. One thing I can suggest is to make sure you turn off your firewall and antivirus programs when you install things. more so on the Antivirus side as you are making changes to the system which is what trips most av programs.


--------------------------------------------------------------------------------



XPS 720,Intel Core2 Quad Q6600
4GB OCZ HPC Reaper DDR2 SDRAM PC2 6400 at 800MHz
512MB NVIDIA GeForce XFX8800GTS AlphaDog
250GB & 500Gb Serial ATA Hard Drives
Windows Vista Ultimate X64
16X DVD-ROM and 16X DVD+/-RW
X-Fi Xtreme Music PCI Sound Card
3dMarks@stock 12316 on XP
3dMarks 11939@stock on Vista X64

Dell Inspiron 6000
Win XP Home
Anyone who says something is foolproof
hasn't met a determined fool

Never Argue with an Idiot. They'll drag you down
to their level and beat you with experience.


mgxps77
Joined on 02/22/2009
Posts: 3
Points 30Re: What Happen To Dell's customer support OMG !!!!
22 Feb 2009 11:43AM
YES YES I'VE HEARD THAT BEFORE HA HA HA ISN'T IT INTERESTING WE PAY HUNDREDS OF DOLLORS FOR THIS WARRENTY AND WE GET "return the game, pay for support, or do the research yourself to find a solution."

'RETURN THE GAME'- WHATS THE POINT OF PURCHASING ANYTHING IF WE CANT GET THE HELP WE 'PAID' FOR

'PAY FOR SUPPORT'- YEAH, IT'S THAT WHY WE BUY THE WARRENTY?

'OR DO THE RESEARCH YOURSELF'- YEAH DELL'S CUSTOMERS COULD HAVE SAVED HUNDREDS OF DOLLORS WHEN WE BOUGHT THE SYSTEM IF WE WERE GOING TO GO THAT WAY.

DELL'S CUSTOMER SERVICE HAS CHANGED, I USED TO GET HELP, REALLY I DID, I EVEN TOLD MY MOTHER TO BUY A DELL BECUASE OF THE WARRENTY IT CAME WITH INSTEAD OF SPENDING LESS MONEY FOR A COMPT THAT DIDNT COME WITH A WARRENTY. DELL USED TO HELP PPL. I ASSUME FROM YOUR REPLY YOU WORK FOR DELL, BASED ON YOUR REPLY NOW PPL CAN SEE WHAT KINDA HELP THERE GOIGN TO GET IF THE WAIST THOUGH HUNDREDS OF HARD DOLLARS ON THE WARRENTY. ROFL, AFTER YOU BUY THE WARRENTY YOU HAVE TO 'PAY' FOR SUPPORT, NOW THATS FUNNY


mgxps77
Joined on 02/22/2009
Posts: 3
Points 30Re: What Happen To Dell's customer support OMG !!!!
22 Feb 2009 11:49AM
I EDITED THE POST AND TOOK OUT THE INFO YOU REQUESTED AND AS FAR AS THE OS, ROFL I BOUGHT THAT THREW DELL SHORTLY AFTER I GOT THE SYSTEM. DELL HAD A PROMOTION I GUESS YOU CAN SAY OF IF YOU GET THE XPS IT COMES WITH XP AND YOU CAN UPGRADE TO VISTA FOR I THINK IT WAS $10.00. SO THATS WHAT I DID

 

No offense, but it's a SOFTWARE issue. No warranty will cover a SOFTWARE issue. .Dell did not make Alone in the Dark, call whoever made that game. If they don't give you support, then you're SOL, and you can complain about that company. .Dell did not do anything wrong here, imagine if they supported every software problem caused by third parties for free? They'd be out of business right away. The fact that .Dell has helped you with this in the past is a testament to how good their customer service is, NOT how bad it is.

For all they know, the game won't install because of something YOU have done. Either installing a security program, changing a setting, etc. Maybe you're just not following the directions or reading what the error messages tell you. Working in this industry, I can tell you that almost every software error is really a user error. Why shouldn't the user have to pay for their own error to be fixed?

 

???? Where are you getting all the extra..verbiage from?

Please don't type in all Caps...it's not good forum etiquette.

Sorry for the troubles your having.. You know, you can file a complaint with the Unresolved Issues form on Dell's site? Or ask to speak with a Resolution
Specialist.

You had good service with them before...I like Dell, very much..they have always taken care of any issues I had.

It's how you go about handling the Reps and such, and being firm, yet polite.


Cin.

 

Firstly, lern2spel rite. Secondly they aren't going to support a third party game. They make the computers, not your game. If you are having issues with your game you should consult the game developer.

 

I'm not the biggest fan of Dell but I dont expect them to fix my third party software issues. Especially a game which are known to have bugs. You should hit the forums for the game and do some google searches to see if anyone else is having this issue.

 

*warranty ^^

 

That's a good point. I actually do remember the Dell technicians at one time were able to help out with some minor 3rd party issues in the past, but you're right, if they continue to help with that, they would be out of business. Not to mention, the fact that Dell actually HAS tech support for help with 3rd party issues, is a blessing in my opinion. You wouldn't find that with MPC/Gateway or HP for that matter. If you want my opinion on the worst tech support in history, it's HP!

I agree with everyone else on the this thread. From my experience in being a technician for commercial clients, if there is a problem with the software they run to run the business, i call the tech support for the company who wrote the software, not dell. Not to mention, I've also encountered several problems with Vista running applications such as games. I did a comparison on running Command and Conquer: Red Alert 2 on my XP machine vs. Vista. The Vista machine had better hardware, faster processor (duo core), 4 gigs ram, 512 graphics card. My XP machine only had a AMD Athlon 3500+ (single core), two gigs of ram, 256mb ATI Radeon The game ran smoother and better on my XP machine. I would hate to point fingers, but in my opinion Vista is the worst. Good luck getting decent support out of mircosoft. You're better off calling Dell for support with Vista problems. lol!

 

Wow, err No caps would be nice

And those are petty issues which are totally not dells fault. So yout internet is playing up, "3rd party" issue and "Alone in the Dark" is a 3rd party issue too. Infact I bet if he googled the error or problem it would be fixed in 2 mins.