Bad Service! Dell takes the cake!

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Sorry, I forgot to reply to your question----" When you say, "the same level
of technical support that all Dell
customers used to get, or is it just a U.S. Tech and shorter hold times to
get through," aren't those the same thing?"

Not really. I remember "way back when"(>g<) it was rare to have to make
multiple calls to get the proper help.
As Dell began it's descent into where the support for "Home and Home
Business" consumers PC's now stands, even U.S. based support began to
deteriorate.

I remember a series of calls to Dell Tech Support that resulted in little
more than being brushed off. "I'll have to call you back"(no call back), "I
will email you instructions"(no email back) , etc. It took around a half
dozen calls to get an answer that should have been provided with the first
call. Not all problems were a result of out sourcing. Some began well
before the out sourcing took place(such as the example I just described).

Just as not all of Dell's support problems were created by over seas out
sourcing, I doubt that all will be corrected by moving some tech support
back to the U.S.

But, as I said, it may be a start on the road back.


"Lawrence Glasser" <lglasser@spamcop.net> wrote in message
news:40A29D43.CA89ADFC@spamcop.net...
> Irene wrote:
> >
> > If Dell has extended those improvements to ALL their small business site
> > customers, then kudos to Dell, but as of the latest I have heard, some
> > "qualify" and some don't---for the "Gold Tech Support", that is. One
> > question---does "Gold Tech Support" give you the same level of
technical
> > support that all Dell customers used to get, or is it just a U.S. Tech
and
> > shorter hold times to get through----which is what we have heard from
> > friends who have purchased it.
> >
> > Additionally, it most certainly was not offered to us when we looked
into
> > the purchase of our newest computer. As you well know, from my previous
> > posts, that is why we did not purchase a 4TH Dell computer.
> >
> > So as far as I am concerned, the jury is still out.
>
> My latest system was purchased in December of 2003, through the Small
> Business Division.
>
> At the time, Gold Tech Support was a free update to Dell's "Same Day
> 4-Hour 5x10 Parts and Labor On-Site Response" warranty, which I opted
> for.
>
> When you say, "the same level of technical support that all Dell
> customers used to get, or is it just a U.S. Tech and shorter hold
> times to get through," aren't those the same thing?
>
> A short time after my purchase, I had the opportunity to call GTS,
> regarding a RAID configuration question. Less than 1 minute "on
> hold" and, clearly, a tech who was worlds above the usual "Make
> sure that your monitor is plugged in." techs. No script reading.
>
> In March of this year, I purchased a system for my brother-in-law
> and was offered a free Gold Tech Support upgrade from Dell's "Next
> Business Day Parts and Labor On-Site Response" warranty.
>
> Larry

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

dell has clearly stated there is no road back. as soon as they think they
can get away with it, the rest of tech support is heading overseas. the
road to dell hell now goes through india! now there's a great dell tech
support slogan!


"Irene" <girlsrule@hotmail.com> wrote in message
news:XEzoc.3956$zO3.951@newsread2.news.atl.earthlink.net...
> Sorry, I forgot to reply to your question----" When you say, "the same
level
> of technical support that all Dell
> customers used to get, or is it just a U.S. Tech and shorter hold times
to
> get through," aren't those the same thing?"
>
> Not really. I remember "way back when"(>g<) it was rare to have to make
> multiple calls to get the proper help.
> As Dell began it's descent into where the support for "Home and Home
> Business" consumers PC's now stands, even U.S. based support began to
> deteriorate.
>
> I remember a series of calls to Dell Tech Support that resulted in little
> more than being brushed off. "I'll have to call you back"(no call back),
"I
> will email you instructions"(no email back) , etc. It took around a half
> dozen calls to get an answer that should have been provided with the first
> call. Not all problems were a result of out sourcing. Some began well
> before the out sourcing took place(such as the example I just described).
>
> Just as not all of Dell's support problems were created by over seas out
> sourcing, I doubt that all will be corrected by moving some tech support
> back to the U.S.
>
> But, as I said, it may be a start on the road back.
>
>
> "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> news:40A29D43.CA89ADFC@spamcop.net...
> > Irene wrote:
> > >
> > > If Dell has extended those improvements to ALL their small business
site
> > > customers, then kudos to Dell, but as of the latest I have heard, some
> > > "qualify" and some don't---for the "Gold Tech Support", that is.
One
> > > question---does "Gold Tech Support" give you the same level of
> technical
> > > support that all Dell customers used to get, or is it just a U.S. Tech
> and
> > > shorter hold times to get through----which is what we have heard from
> > > friends who have purchased it.
> > >
> > > Additionally, it most certainly was not offered to us when we looked
> into
> > > the purchase of our newest computer. As you well know, from my
previous
> > > posts, that is why we did not purchase a 4TH Dell computer.
> > >
> > > So as far as I am concerned, the jury is still out.
> >
> > My latest system was purchased in December of 2003, through the Small
> > Business Division.
> >
> > At the time, Gold Tech Support was a free update to Dell's "Same Day
> > 4-Hour 5x10 Parts and Labor On-Site Response" warranty, which I opted
> > for.
> >
> > When you say, "the same level of technical support that all Dell
> > customers used to get, or is it just a U.S. Tech and shorter hold
> > times to get through," aren't those the same thing?
> >
> > A short time after my purchase, I had the opportunity to call GTS,
> > regarding a RAID configuration question. Less than 1 minute "on
> > hold" and, clearly, a tech who was worlds above the usual "Make
> > sure that your monitor is plugged in." techs. No script reading.
> >
> > In March of this year, I purchased a system for my brother-in-law
> > and was offered a free Gold Tech Support upgrade from Dell's "Next
> > Business Day Parts and Labor On-Site Response" warranty.
> >
> > Larry
>
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

<yawn>...PLONK

Rocky

"DellBotHunter" <DellServiceBlows@TheTruthHurts.com> wrote in message
news:GIudneM7DKD4Vj_dRVn-hQ@comcast.com...
> dell has clearly stated there is no road back. as soon as they think they
> can get away with it, the rest of tech support is heading overseas. the
> road to dell hell now goes through india! now there's a great dell tech
> support slogan!
>
>
> "Irene" <girlsrule@hotmail.com> wrote in message
> news:XEzoc.3956$zO3.951@newsread2.news.atl.earthlink.net...
> > Sorry, I forgot to reply to your question----" When you say, "the same
> level
> > of technical support that all Dell
> > customers used to get, or is it just a U.S. Tech and shorter hold
times
> to
> > get through," aren't those the same thing?"
> >
> > Not really. I remember "way back when"(>g<) it was rare to have to make
> > multiple calls to get the proper help.
> > As Dell began it's descent into where the support for "Home and Home
> > Business" consumers PC's now stands, even U.S. based support began to
> > deteriorate.
> >
> > I remember a series of calls to Dell Tech Support that resulted in
little
> > more than being brushed off. "I'll have to call you back"(no call
back),
> "I
> > will email you instructions"(no email back) , etc. It took around a half
> > dozen calls to get an answer that should have been provided with the
first
> > call. Not all problems were a result of out sourcing. Some began well
> > before the out sourcing took place(such as the example I just
described).
> >
> > Just as not all of Dell's support problems were created by over seas
out
> > sourcing, I doubt that all will be corrected by moving some tech support
> > back to the U.S.
> >
> > But, as I said, it may be a start on the road back.
> >
> >
> > "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> > news:40A29D43.CA89ADFC@spamcop.net...
> > > Irene wrote:
> > > >
> > > > If Dell has extended those improvements to ALL their small business
> site
> > > > customers, then kudos to Dell, but as of the latest I have heard,
some
> > > > "qualify" and some don't---for the "Gold Tech Support", that is.
> One
> > > > question---does "Gold Tech Support" give you the same level of
> > technical
> > > > support that all Dell customers used to get, or is it just a U.S.
Tech
> > and
> > > > shorter hold times to get through----which is what we have heard
from
> > > > friends who have purchased it.
> > > >
> > > > Additionally, it most certainly was not offered to us when we looked
> > into
> > > > the purchase of our newest computer. As you well know, from my
> previous
> > > > posts, that is why we did not purchase a 4TH Dell computer.
> > > >
> > > > So as far as I am concerned, the jury is still out.
> > >
> > > My latest system was purchased in December of 2003, through the Small
> > > Business Division.
> > >
> > > At the time, Gold Tech Support was a free update to Dell's "Same Day
> > > 4-Hour 5x10 Parts and Labor On-Site Response" warranty, which I opted
> > > for.
> > >
> > > When you say, "the same level of technical support that all Dell
> > > customers used to get, or is it just a U.S. Tech and shorter hold
> > > times to get through," aren't those the same thing?
> > >
> > > A short time after my purchase, I had the opportunity to call GTS,
> > > regarding a RAID configuration question. Less than 1 minute "on
> > > hold" and, clearly, a tech who was worlds above the usual "Make
> > > sure that your monitor is plugged in." techs. No script reading.
> > >
> > > In March of this year, I purchased a system for my brother-in-law
> > > and was offered a free Gold Tech Support upgrade from Dell's "Next
> > > Business Day Parts and Labor On-Site Response" warranty.
> > >
> > > Larry
> >
> >
>
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

DellBotHunter wrote:
>
> dell has clearly stated there is no road back. as soon as they think they
> can get away with it, the rest of tech support is heading overseas. the
> road to dell hell now goes through india! now there's a great dell tech
> support slogan!

Clearly, you're truly convinced that Dell is still going downhill,
or you're just some troll that's here to make trouble.

"Dell has clearly stated there is no road back."

When/where did this happen? Every recent report that I've seen/heard,
indicates that Dell is aware of the problems with outsourcing, and
is making an effort to bring some of the company's Tech Support back
to the US.

Larry

 

[Eugene]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Lynna wrote:

> I bought a Dell Inspiron 8200 1 year ago, two year extended warranty.
> The fan is going out on it so I phoned to find out where to send it in
> for repairs. I called tech support.
>
> 1st tech from India had me remove my hard drive, remove my cd rom, and
> take off all the other removable plates from the back of my computer.
> Never dreamed I would be required to do this to my own laptop!
> Thought that's what a warranty was for!!! Had me run a cd check for
> hardware failures and told me to call back after the test was
> completed. No ticket #, no case #, just call back. Total time for
> the cd diagnostic....3 hours. Total time on phone by now 1 1/2 hours.
>
> The test showed everything was fine. I called back. Different tech
> this time. 2nd tech from India had me, remove the hard drive, power
> up and down, and could find nothing wrong. She told me that if the
> computer started acting up again to email her. Oh yeah, this tech did
> give me a case number and her email address at my request. I wasn't
> going to go through this again!
>
> Murphy's law, got off the phone and it acts up again. Decided to try
> and speak to someone in the US so I phoned sales. Wrong again! This
> time I got Asia. Tried again, Panama and again, India, and
> again....Well, you get the picture. Finally reached a girl in Austin,
> Texas so she said. I asked to speak with a manager. She told me that
> she could not put me through to anyone higher up until she had walked
> through the trouble shooting with me. I refused to take my computer
> apart again. Finally after much persuasion, she agreed to transfer me
> to someone higher up. Guess what! I got disconnected! Surprise! I
> phoned back. India again. Please transfer me to the US. On hold for
> over an hour...disconnected again.
>
> Spent all day today-12:30 P.M. to 8:00 P.M. trying to find someone who
> could tell me where to have my computer serviced. Still no luck.
> I've emailed the 2nd tech. I've written a letter to Dell Headquarters
> about how bad their service is.
>
> I'll let you know how it turns out but from my experience today. If I
> ever do find out where to get my computer fixed, I hope the service
> technicians are better than the support ones!

Everyone is that bad now. Example: I called Time warner about extreme
slowdowns with my road runner connection in Feb. Had to go through testing
with a pc outside of my router several times before they agreed that there
was a problem. Tech comes out and finds no problem on the lines and the
speed was decent so he left. I kept calling back every time it would get
slow only to walk through unplugging my router and plugging in a pc and
having them check all the settings of that pc then transferring me to lever
3 which was closed or never answered the phone. Fast forward to today,
they have replaced my modem 4 times as well as the splitter and cable, it
is so slow I can't even view a web page, I have to try multiple times to
send and receive messages such as this. We have been told that since my
connection works eventually that there is no problem. We have been told
that their connection is for entertainment purposes only, we have been told
we would be called back, we have been told someone would be out the next
day only be told that all their tech are booked and they can't come out
until the next day. I was told they have no on call people who can come
out to make me happy and then was told by the on call guy that they finally
called that he would put us on the on call support list. I have been told
that techs would come out and stay until it worked, etc,etc. I still can't
pull a web page without refreshing 10 times after each two minute timeout
period. Think about waiting 10-15 minutes just to get google to come up.
I'm still waiting from them after the guy yesterday was supposed to have
someone else fix them problem this morning.

 

[Snoopy]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Eugene" <nospam@columbus.rr.com> wrote in message
news:F2Boc.2343$th.1914@fe2.columbus.rr.com...
> Lynna wrote:
>
> > I bought a Dell Inspiron 8200 1 year ago, two year extended warranty.
> > The fan is going out on it so I phoned to find out where to send it in
> > for repairs. I called tech support.
> >
> > 1st tech from India had me remove my hard drive, remove my cd rom, and
> > take off all the other removable plates from the back of my computer.
> > Never dreamed I would be required to do this to my own laptop!
> > Thought that's what a warranty was for!!! Had me run a cd check for
> > hardware failures and told me to call back after the test was
> > completed. No ticket #, no case #, just call back. Total time for
> > the cd diagnostic....3 hours. Total time on phone by now 1 1/2 hours.
> >
> > The test showed everything was fine. I called back. Different tech
> > this time. 2nd tech from India had me, remove the hard drive, power
> > up and down, and could find nothing wrong. She told me that if the
> > computer started acting up again to email her. Oh yeah, this tech did
> > give me a case number and her email address at my request. I wasn't
> > going to go through this again!
> >
> > Murphy's law, got off the phone and it acts up again. Decided to try
> > and speak to someone in the US so I phoned sales. Wrong again! This
> > time I got Asia. Tried again, Panama and again, India, and
> > again....Well, you get the picture. Finally reached a girl in Austin,
> > Texas so she said. I asked to speak with a manager. She told me that
> > she could not put me through to anyone higher up until she had walked
> > through the trouble shooting with me. I refused to take my computer
> > apart again. Finally after much persuasion, she agreed to transfer me
> > to someone higher up. Guess what! I got disconnected! Surprise! I
> > phoned back. India again. Please transfer me to the US. On hold for
> > over an hour...disconnected again.
> >
> > Spent all day today-12:30 P.M. to 8:00 P.M. trying to find someone who
> > could tell me where to have my computer serviced. Still no luck.
> > I've emailed the 2nd tech. I've written a letter to Dell Headquarters
> > about how bad their service is.
> >
> > I'll let you know how it turns out but from my experience today. If I
> > ever do find out where to get my computer fixed, I hope the service
> > technicians are better than the support ones!
>
> Everyone is that bad now. Example: I called Time warner about extreme
> slowdowns with my road runner connection in Feb. Had to go through
testing
> with a pc outside of my router several times before they agreed that there
> was a problem. Tech comes out and finds no problem on the lines and the
> speed was decent so he left. I kept calling back every time it would get
> slow only to walk through unplugging my router and plugging in a pc and
> having them check all the settings of that pc then transferring me to
lever
> 3 which was closed or never answered the phone. Fast forward to today,
> they have replaced my modem 4 times as well as the splitter and cable, it
> is so slow I can't even view a web page, I have to try multiple times to
> send and receive messages such as this. We have been told that since my
> connection works eventually that there is no problem. We have been told
> that their connection is for entertainment purposes only, we have been
told
> we would be called back, we have been told someone would be out the next
> day only be told that all their tech are booked and they can't come out
> until the next day. I was told they have no on call people who can come
> out to make me happy and then was told by the on call guy that they
finally
> called that he would put us on the on call support list. I have been told
> that techs would come out and stay until it worked, etc,etc. I still
can't
> pull a web page without refreshing 10 times after each two minute timeout
> period. Think about waiting 10-15 minutes just to get google to come up.
> I'm still waiting from them after the guy yesterday was supposed to have
> someone else fix them problem this morning.

Forget them. Post here and you're likely to get better advice. Include as
much info about hardware, etc.

What does this site say about your speed?
http://www.dslreports.com/stest

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

DellBotHunter wrote:
>
> "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> news:40A2D1F0.2B4D0C1B@spamcop.net...
> > DellBotHunter wrote:
> > >
> > > dell has clearly stated there is no road back. as soon as they think
> they
> > > can get away with it, the rest of tech support is heading overseas. the
> > > road to dell hell now goes through india! now there's a great dell tech
> > > support slogan!
> >
> > Clearly, you're truly convinced that Dell is still going downhill,
> > or you're just some troll that's here to make trouble.
> >
> > "Dell has clearly stated there is no road back."
> >
> > When/where did this happen? Every recent report that I've seen/heard,
> > indicates that Dell is aware of the problems with outsourcing, and
> > is making an effort to bring some of the company's Tech Support back
> > to the US.
> >
> > Larry
>
> they moved back here for the business people TEMPORARILY until they can work
> out the problems they were having. dells own VPs stated it in some of the
> articles posted in here. go back and read some of the past posts of web
> articles.

Honestly, I don't recall any of those posts. Care to provide a link?

Larry

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Lawrence Glasser" <lglasser@spamcop.net> wrote in message
news:40A2E161.626268B8@spamcop.net...
> DellBotHunter wrote:
> >
> > "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> > news:40A2D1F0.2B4D0C1B@spamcop.net...
> > > DellBotHunter wrote:
> > > >
> > > > dell has clearly stated there is no road back. as soon as they
think
> > they
> > > > can get away with it, the rest of tech support is heading overseas.
the
> > > > road to dell hell now goes through india! now there's a great dell
tech
> > > > support slogan!
> > >
> > > Clearly, you're truly convinced that Dell is still going downhill,
> > > or you're just some troll that's here to make trouble.
> > >
> > > "Dell has clearly stated there is no road back."
> > >
> > > When/where did this happen? Every recent report that I've seen/heard,
> > > indicates that Dell is aware of the problems with outsourcing, and
> > > is making an effort to bring some of the company's Tech Support back
> > > to the US.
> > >
> > > Larry
> >
> > they moved back here for the business people TEMPORARILY until they can
work
> > out the problems they were having. dells own VPs stated it in some of
the
> > articles posted in here. go back and read some of the past posts of web
> > articles.
>
> Honestly, I don't recall any of those posts. Care to provide a link?
>
> Larry

A quick Google shows:

http://news.com.com/2100-1001_3-5182611.html

http://timesofindia.indiatimes.com/articleshow/409825.cms

http://www.elitetrader.com/vb/showthread.php?threadid=31101

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

DellBotHunter wrote:
>
> "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> news:40A2E161.626268B8@spamcop.net...
> > DellBotHunter wrote:
> > >
> > > "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> > > news:40A2D1F0.2B4D0C1B@spamcop.net...
> > > > DellBotHunter wrote:
> > > > >
> > > > > dell has clearly stated there is no road back. as soon as they
> think
> > > they
> > > > > can get away with it, the rest of tech support is heading overseas.
> the
> > > > > road to dell hell now goes through india! now there's a great dell
> tech
> > > > > support slogan!
> > > >
> > > > Clearly, you're truly convinced that Dell is still going downhill,
> > > > or you're just some troll that's here to make trouble.
> > > >
> > > > "Dell has clearly stated there is no road back."
> > > >
> > > > When/where did this happen? Every recent report that I've seen/heard,
> > > > indicates that Dell is aware of the problems with outsourcing, and
> > > > is making an effort to bring some of the company's Tech Support back
> > > > to the US.
> > > >
> > > > Larry
> > >
> > > they moved back here for the business people TEMPORARILY until they can
> work
> > > out the problems they were having. dells own VPs stated it in some of
> the
> > > articles posted in here. go back and read some of the past posts of web
> > > articles.
> >
> > Honestly, I don't recall any of those posts. Care to provide a link?
> >
> > Larry
>
> A quick Google shows:
>
> http://news.com.com/2100-1001_3-5182611.html
>
> http://timesofindia.indiatimes.com/articleshow/409825.cms
>
> http://www.elitetrader.com/vb/showthread.php?threadid=31101

At no time did I find any reference to, or implication that, "they moved back
here for the business people TEMPORARILY until they can work out the problems
they were having."

All I got was that they recognized that the pendulum swung too far in the other
direction and adjustments were necessary.

Larry

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Lawrence Glasser" <lglasser@spamcop.net> wrote in message
news:40A2F018.653FA203@spamcop.net...
> DellBotHunter wrote:
> >
> > "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> > news:40A2E161.626268B8@spamcop.net...
> > > DellBotHunter wrote:
> > > >
> > > > "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> > > > news:40A2D1F0.2B4D0C1B@spamcop.net...
> > > > > DellBotHunter wrote:
> > > > > >
> > > > > > dell has clearly stated there is no road back. as soon as they
> > think
> > > > they
> > > > > > can get away with it, the rest of tech support is heading
overseas.
> > the
> > > > > > road to dell hell now goes through india! now there's a great
dell
> > tech
> > > > > > support slogan!
> > > > >
> > > > > Clearly, you're truly convinced that Dell is still going downhill,
> > > > > or you're just some troll that's here to make trouble.
> > > > >
> > > > > "Dell has clearly stated there is no road back."
> > > > >
> > > > > When/where did this happen? Every recent report that I've
seen/heard,
> > > > > indicates that Dell is aware of the problems with outsourcing, and
> > > > > is making an effort to bring some of the company's Tech Support
back
> > > > > to the US.
> > > > >
> > > > > Larry
> > > >
> > > > they moved back here for the business people TEMPORARILY until they
can
> > work
> > > > out the problems they were having. dells own VPs stated it in some
of
> > the
> > > > articles posted in here. go back and read some of the past posts of
web
> > > > articles.
> > >
> > > Honestly, I don't recall any of those posts. Care to provide a link?
> > >
> > > Larry
> >
> > A quick Google shows:
> >
> > http://news.com.com/2100-1001_3-5182611.html
> >
> > http://timesofindia.indiatimes.com/articleshow/409825.cms
> >
> > http://www.elitetrader.com/vb/showthread.php?threadid=31101
>
> At no time did I find any reference to, or implication that, "they moved
back
> here for the business people TEMPORARILY until they can work out the
problems
> they were having."
>
> All I got was that they recognized that the pendulum swung too far in the
other
> direction and adjustments were necessary.
>
> Larry

the link from the ng was stale. but this statement from the first link is
pretty clear. "all shoring" says it all. the things that got the business
customers up in arms were things that were going to be fixed and then guess
what.

"Mott did not rule out future expansion in India and said Dell has a policy
of "all shoring"--spreading jobs throughout Dell's global reach--wherever
the right skills are to meet the needs of its global business."
"We certainly learned a lot of things, and we'll be smarter about our growth
in newly developed areas," he said.

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

DellBotHunter wrote:
>
> <snip>
>
> the link from the ng was stale. but this statement from the first link is
> pretty clear. "all shoring" says it all. the things that got the business
> customers up in arms were things that were going to be fixed and then guess
> what.
>
> "Mott did not rule out future expansion in India and said Dell has a policy
> of "all shoring"--spreading jobs throughout Dell's global reach--wherever
> the right skills are to meet the needs of its global business."
> "We certainly learned a lot of things, and we'll be smarter about our growth
> in newly developed areas," he said.

"Did not rule out" is no way means "we're planning on."

I think you're (inaccurately) reading between the lines.

To me, "we'll be smarter about our growth in newly developed areas" means
they recognized that they screwed up and will be a bit more cautious before
making future changes.

Larry

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Lawrence Glasser" <lglasser@spamcop.net> wrote in message
news:40A2F59C.BCEFE7F@spamcop.net...
> DellBotHunter wrote:
> >
> > <snip>
> >
> > the link from the ng was stale. but this statement from the first link
is
> > pretty clear. "all shoring" says it all. the things that got the
business
> > customers up in arms were things that were going to be fixed and then
guess
> > what.
> >
> > "Mott did not rule out future expansion in India and said Dell has a
policy
> > of "all shoring"--spreading jobs throughout Dell's global
reach--wherever
> > the right skills are to meet the needs of its global business."
> > "We certainly learned a lot of things, and we'll be smarter about our
growth
> > in newly developed areas," he said.
>
> "Did not rule out" is no way means "we're planning on."
>
> I think you're (inaccurately) reading between the lines.
>
> To me, "we'll be smarter about our growth in newly developed areas" means
> they recognized that they screwed up and will be a bit more cautious
before
> making future changes.
>
> Larry

found it, see *news flash* post on 11/22/2003 by WSZsr. no reading between
the lines necessary.



By Amy Schatz

AMERICAN-STATESMAN STAFF

Saturday, November 22, 2003
..
..
..
Dell executives left open the possibility that tech support for corporate
customers could be shifted overseas again, if technical expertise and
language skills improve there.

"I don't think we're ruling that out," said Jon Weisblatt, a Dell spokesman.

..
..
..

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

DellBotHunter wrote:
>
> "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> news:40A2F59C.BCEFE7F@spamcop.net...
> > DellBotHunter wrote:
> > >
> > > <snip>
> > >
> > > the link from the ng was stale. but this statement from the first link
> is
> > > pretty clear. "all shoring" says it all. the things that got the
> business
> > > customers up in arms were things that were going to be fixed and then
> guess
> > > what.
> > >
> > > "Mott did not rule out future expansion in India and said Dell has a
> policy
> > > of "all shoring"--spreading jobs throughout Dell's global
> reach--wherever
> > > the right skills are to meet the needs of its global business."
> > > "We certainly learned a lot of things, and we'll be smarter about our
> growth
> > > in newly developed areas," he said.
> >
> > "Did not rule out" is no way means "we're planning on."
> >
> > I think you're (inaccurately) reading between the lines.
> >
> > To me, "we'll be smarter about our growth in newly developed areas" means
> > they recognized that they screwed up and will be a bit more cautious
> before
> > making future changes.
> >
> > Larry
>
> found it, see *news flash* post on 11/22/2003 by WSZsr. no reading between
> the lines necessary.
>
> By Amy Schatz
>
> AMERICAN-STATESMAN STAFF
>
> Saturday, November 22, 2003
> .
> .
> .
> Dell executives left open the possibility that tech support for corporate
> customers could be shifted overseas again, if technical expertise and
> language skills improve there.
>
> "I don't think we're ruling that out," said Jon Weisblatt, a Dell spokesman.

November marked the period where everyone realized that Dell's idea to
outsource technical support was disastrous.

I'd like to think that the past 6 months have provided Dell with enough
feedback to drop the idea, or at least cut back on outsourcing, for the
foreseeable future.

At this point it's all speculation. Only time will tell.

Larry

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Can you provide a reference for that "statement" from Dell. I would very
much like to read it, since it would effect future purchase decisions.

"DellBotHunter" <DellServiceBlows@TheTruthHurts.com> wrote in message
news:GIudneM7DKD4Vj_dRVn-hQ@comcast.com...
> dell has clearly stated there is no road back. as soon as they think they
> can get away with it, the rest of tech support is heading overseas. the
> road to dell hell now goes through india! now there's a great dell tech
> support slogan!
>
>
> "Irene" <girlsrule@hotmail.com> wrote in message
> news:XEzoc.3956$zO3.951@newsread2.news.atl.earthlink.net...
> > Sorry, I forgot to reply to your question----" When you say, "the same
> level
> > of technical support that all Dell
> > customers used to get, or is it just a U.S. Tech and shorter hold
times
> to
> > get through," aren't those the same thing?"
> >
> > Not really. I remember "way back when"(>g<) it was rare to have to make
> > multiple calls to get the proper help.
> > As Dell began it's descent into where the support for "Home and Home
> > Business" consumers PC's now stands, even U.S. based support began to
> > deteriorate.
> >
> > I remember a series of calls to Dell Tech Support that resulted in
little
> > more than being brushed off. "I'll have to call you back"(no call
back),
> "I
> > will email you instructions"(no email back) , etc. It took around a half
> > dozen calls to get an answer that should have been provided with the
first
> > call. Not all problems were a result of out sourcing. Some began well
> > before the out sourcing took place(such as the example I just
described).
> >
> > Just as not all of Dell's support problems were created by over seas
out
> > sourcing, I doubt that all will be corrected by moving some tech support
> > back to the U.S.
> >
> > But, as I said, it may be a start on the road back.
> >
> >
> > "Lawrence Glasser" <lglasser@spamcop.net> wrote in message
> > news:40A29D43.CA89ADFC@spamcop.net...
> > > Irene wrote:
> > > >
> > > > If Dell has extended those improvements to ALL their small business
> site
> > > > customers, then kudos to Dell, but as of the latest I have heard,
some
> > > > "qualify" and some don't---for the "Gold Tech Support", that is.
> One
> > > > question---does "Gold Tech Support" give you the same level of
> > technical
> > > > support that all Dell customers used to get, or is it just a U.S.
Tech
> > and
> > > > shorter hold times to get through----which is what we have heard
from
> > > > friends who have purchased it.
> > > >
> > > > Additionally, it most certainly was not offered to us when we looked
> > into
> > > > the purchase of our newest computer. As you well know, from my
> previous
> > > > posts, that is why we did not purchase a 4TH Dell computer.
> > > >
> > > > So as far as I am concerned, the jury is still out.
> > >
> > > My latest system was purchased in December of 2003, through the Small
> > > Business Division.
> > >
> > > At the time, Gold Tech Support was a free update to Dell's "Same Day
> > > 4-Hour 5x10 Parts and Labor On-Site Response" warranty, which I opted
> > > for.
> > >
> > > When you say, "the same level of technical support that all Dell
> > > customers used to get, or is it just a U.S. Tech and shorter hold
> > > times to get through," aren't those the same thing?
> > >
> > > A short time after my purchase, I had the opportunity to call GTS,
> > > regarding a RAID configuration question. Less than 1 minute "on
> > > hold" and, clearly, a tech who was worlds above the usual "Make
> > > sure that your monitor is plugged in." techs. No script reading.
> > >
> > > In March of this year, I purchased a system for my brother-in-law
> > > and was offered a free Gold Tech Support upgrade from Dell's "Next
> > > Business Day Parts and Labor On-Site Response" warranty.
> > >
> > > Larry
> >
> >
>
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Wed, 12 May 2004 21:09:38 GMT, Lawrence Glasser
<lglasser@spamcop.net> wrote:

>Irene wrote:
>>
>> I have said it numerous times in this group and I'll say it again to
>> you---------The old days where Dell Technical Support can be depended
>> upon(to near 100%) are long gone. So--------if one can't do most of the
>> service and trouble shooting yourself ----buy something else(after you make
>> sure that you can get the support that you desire). Dell makes very good
>> hardware, but their Tech Support is deep in the dumps. That is except for
>> what is supplied to large corporate customers, which Dell recently returned
>> to the U.S. and to previous quality levels.
>>
>> Guess I had better get ready for the flames. >g<
>
>Not a flame, just a disagreement...
>
>As a purchaser through Dell's Small Business Division, I opted for their
>Gold Tech Support program, which affords me the opportunity to speak to
>a US based tech, in a timely manner.
>
>The support's there, however it'll cost you!
>
>Larry


you can also call the gold support number with your non gold support
system and they will transfer you to the appropriate support line. In
my experience i have gotten through to someone (even if they are in
india) faster than calling them directly.

Just my 2 cents, but the gold support does seem to be better now..

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

My experience with Dell Tech Support has been very good, especially compared with the tech support I never received after purchasing a Packard Bell in the fall of 1998, and in 12 mos, PBell packed up and left the US. After that I only had the choice of learning to fix it myself, or pay someone else to fix it.

My wife purchased an Insp 1100 in Feb of this year. Since I had no experience fixing laptops, plus the inherent problems with a laptop, such as damage screen, its compactness, and my lack of knowledge of fixing it myself. We chose to get the 4yr accident/warranty coverage. This may be the reason we got the fast service, I don't know. Because when I called the tech support number, from the manual, it did not give a different #, if you had different coverage's.

Last Monday, she spilled soda on keyboard at 2:00 pm (EDT), it would not reboot into Windows. After trying to reboot it myself, by first letting it dry out for a couple of hours, and failing. Around 6 pm (EDT), I called the # found in the laptop's manual, and after listening to Musac for 5 mins, I was connected, I believe, to an US based technician. I don't know if all the tech support for notebooks are US based, or that calling during normal weekday working hours, you will get tech support based in the US. Within 10 mins of explaining the problem, I was told that it would have to returned to be fixed. Given a repair # and confirming shipping info, I was instructed to call AirborneExpress/DHL the next (Tues) morning to arrange pickup. DHL picked it up Tuesday afternoon. It arrived in Tennessee Wednesday morning, fixed, and then shipped backed out that evening. It was back at my door by 3:17 pm (EDT) on Thursday afternoon. Funny thing, that Dell using a automatic calling system, called our home at 3:15 that same day, saying the laptop was fixed and being shipped back. If anything they should do something about their order/repair status system to make it more accurate. The motherboard and keyboard had to replaced. I don't know how much faster anyone could have fixed the problem.

We also own a DIM4600, and I had a software issue one weekend after I purchased it, something that I caused, not Dell. Called Tech support, did get what I believe was someone from a call center in India, could not explain the problem correctly, and could not understand her. I chose to end the call, saying that I had a problem understanding her, and called back, and chatted with someone I could understand better, and got the problem resolved to my satisfaction. Before people start ranting, "They should employ people that speak clearer English", in the past, even calling my mother, I have had to hang-up and re-dial her #, because of a bad connection. I don't know if I was directed to the India call center because it was the weekend, or that the model of PC and warranty service that I have, uses these centers. If I called during normal weekday working hours, would my call still have been directed to India, or would it been handled by someone from TX or TN? I don't know, hopefully I won't need to find out anytime soon. Since I have the one-year warranty on the desktop, with less than 60 days left. Other than the motherboard, I feel confident in fixing the other components myself. And if necessary would have some one else repair it.

Basically that is what you need to consider before purchasing a new PC, what you can afford in way of warranty coverage, and your skill level for repairing it yourself.

--

Rich/rerat

(RRR News) <message rule>
<<Previous Text Snipped to Save Bandwidth When Appropriate>>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Has anyone else seen this? I work for a very large company and we
exclusively purchase dell optiplex systems for our desktop pc's. Over
the last year we purchased numerous sx270 models. For the last two
months, we have started having issues where pc's would not boot, would
not turn on, and other bizarre behaviour. Upon opening the cases on
these systems, we noticed bulging and exploded capacitors. Everyone of
these capacitors were the orange/black color ones.

Dell has been very prompt in replacing these with refurb boards, which
have a different manufacturers capacitors on them (green/black in
color). They will not admit to any problems of this sort with the
systems, but it seems they are aware of it just from the replacement
boards we received. The systems in question are ones that were all
purchased together, 500+ at one time. Did we get a bad batch or is
this a widespread issue?

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Wide spread and far beyond Dell
Counterfeit capacitors are a significant cause for a few years.
Google has a lot on it:
http://www.google.ca/search?as_q=counterfeit+capacitor+motherboard&num=100&hl=en&ie=UTF-8&btnG=Google+Search&as_epq=&as_oq=&as_eq=&lr=&as_ft=i&as_filetype=&as_qdr=all&as_occt=any&as_dt=i&as_sitesearch=&safe=images

--
Jupiter Jones
http://www3.telus.net/dandemar/


"NoneOfBusiness" <NoneOfBusiness@nob.net> wrote in message
news:19nde09metu1grrb988mmpbrijt0blvhv4@4ax.com...
> Has anyone else seen this? I work for a very large company and we
> exclusively purchase dell optiplex systems for our desktop pc's.
Over
> the last year we purchased numerous sx270 models. For the last two
> months, we have started having issues where pc's would not boot,
would
> not turn on, and other bizarre behaviour. Upon opening the cases on
> these systems, we noticed bulging and exploded capacitors. Everyone
of
> these capacitors were the orange/black color ones.
>
> Dell has been very prompt in replacing these with refurb boards,
which
> have a different manufacturers capacitors on them (green/black in
> color). They will not admit to any problems of this sort with the
> systems, but it seems they are aware of it just from the replacement
> boards we received. The systems in question are ones that were all
> purchased together, 500+ at one time. Did we get a bad batch or is
> this a widespread issue?
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

The 270 is too new to be part of the faulty-capacitor run that plagued the
industry about 2-3 years ago.

The SX270 has a bad reputation for overheating - that probably has more to
do with the damaged caps than faulty caps do.

This one seems to have model-specific cap issues

http://reviews-zdnet.com.com/Dell_OptiPlex_SX270/4852-3118_16-30469086.html




"NoneOfBusiness" <NoneOfBusiness@nob.net> wrote in message
news:19nde09metu1grrb988mmpbrijt0blvhv4@4ax.com...
> Has anyone else seen this? I work for a very large company and we
> exclusively purchase dell optiplex systems for our desktop pc's. Over
> the last year we purchased numerous sx270 models. For the last two
> months, we have started having issues where pc's would not boot, would
> not turn on, and other bizarre behaviour. Upon opening the cases on
> these systems, we noticed bulging and exploded capacitors. Everyone of
> these capacitors were the orange/black color ones.
>
> Dell has been very prompt in replacing these with refurb boards, which
> have a different manufacturers capacitors on them (green/black in
> color). They will not admit to any problems of this sort with the
> systems, but it seems they are aware of it just from the replacement
> boards we received. The systems in question are ones that were all
> purchased together, 500+ at one time. Did we get a bad batch or is
> this a widespread issue?
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Sat, 03 Jul 2004 20:26:44 GMT, "Edward J. Neth"
<ejn63@netscape.com> wrote:

>The 270 is too new to be part of the faulty-capacitor run that plagued the
>industry about 2-3 years ago.
>
>The SX270 has a bad reputation for overheating - that probably has more to
>do with the damaged caps than faulty caps do.
>
>This one seems to have model-specific cap issues
>
>http://reviews-zdnet.com.com/Dell_OptiPlex_SX270/4852-3118_16-30469086.html
>
>
>
>
>"NoneOfBusiness" <NoneOfBusiness@nob.net> wrote in message
>news:19nde09metu1grrb988mmpbrijt0blvhv4@4ax.com...
>> Has anyone else seen this? I work for a very large company and we
>> exclusively purchase dell optiplex systems for our desktop pc's. Over
>> the last year we purchased numerous sx270 models. For the last two
>> months, we have started having issues where pc's would not boot, would
>> not turn on, and other bizarre behaviour. Upon opening the cases on
>> these systems, we noticed bulging and exploded capacitors. Everyone of
>> these capacitors were the orange/black color ones.
>>
>> Dell has been very prompt in replacing these with refurb boards, which
>> have a different manufacturers capacitors on them (green/black in
>> color). They will not admit to any problems of this sort with the
>> systems, but it seems they are aware of it just from the replacement
>> boards we received. The systems in question are ones that were all
>> purchased together, 500+ at one time. Did we get a bad batch or is
>> this a widespread issue?
>>
>

I argued against purchasing these systems to no avail. Not for this
reason though. Maybe now the powers that be can be convinced that if
we need small, then get the GX in a small form factor instead.