Anyone have any insight on Dells Customer Service (Warranty) ?

Good ? Bad ? Please share past experience Thanks!

 

quite bad, very rude, a very long time, and in conclusion no service... if you already have a dell i sympathize, if you don't have one, try to avoid it if possible, hopefully you have better luck than i did...

 

awesome. never had a problem with service on notebooks, desktops, workstations or servers. they replaced my notebook that only had 1 dead pixel after being on hold for only 2 mins and talking to the rep for another 2. super easy, no arguments, perfect.

it'd be cool if hbomb174 could relate a specific experience?

 

I ask them to send me discs...they send em to me...AIRMAILED. oh yea....free.

As for technical problems, they've given me the best customer service possible, a machine that hasn't broken.

 

I find that with dell or any CS for that matter the best way to get what you want is to speak calm and civil to them. Even If you know they are giving you the run around, just continue asking them what they are going to do to fix the problem. It sometimes helps to ask for a different representative. If all else fails threaten them with a lawsuit or a report to the better business bureau. That seems to work 99.9% of the time.

Overall, I have had good experience with dell. It just takes a little longer than I would like to get what I want from them.

 

I've used their in house service, Bantec, three times - excellent. You have to be patient with phone support...

 

just be patient, and try to be friendly to the rep...a little chit chat before seriously tackling the issue can go a long way

 

I've had mostly positive experiences with Dell. As others said, when talking to them, stay calm and try to be constructive. If all fails ask them what else they can do - an agent can't just say 'nothing', and if he/she does then ask for their supervisor. I've been on the other side of the phone line and I can tell you this: remeber, support agents are also people and how you talk to them may either influence them to go out of their way, break a few guidelines and help you out, or instead (if, say, you yell at them or threaten them with a lawsuit) they'll stick closely to the guidelines and do only what they absolutely have to do which might not actually be of any help. Or it might be a difference between getting something fixed in 2 days or 2 weeks (pure speculation on my part here).

 

Mine was pretty good, didnt solve my problem (couldnt be solved the way I wanted) but they did send me free stuff including windows xp home (costs $10 to buy from them but they give it free if you call them...?). wait time is quite long, im calling now and ive been waiting non stop for over a 30minutes.

 

btw wait time depends on time of day. On weekdays, the busiest time is from 5-6pm until 10-11pm. So try to call outside of those hours

 

For such a large company they don't do to bad. I've had good experiences with them personally but now I just build my own machines and deal with the component manufacturers. Never needed tech support just the warranty for when things go wrong-usually pretty good about getting things working again

 

2 words: Support Chat. As a support technician at a company with over 500 dells in the company, when one goes bad we've tried customer support on the phone and in the chatroom. chatroom is the best way to do it, you can understand them 100% and the wait time is never that bad -- even if you do have to wait, browse in the other window while you wait.