Dell... h@ll!

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Flagg7771234

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Aug 4, 2004
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18,530
Just want to post this...
Dell tech support is poor, they redirect you to india. the server support seems better but for desktops they realy lack.

In todays economy I would think the companies should support the country that has made it who it is today.

Tech support for dell workstations is a menu driven phone tech, get them off the menu and they are lost!

kevin

Flagg CNE MCSE CCNA
YAHOO IM @ flagg7771234
 
It's the same for all low-tier tech support. HP, Dell, Acer... they ALL outsource their tech support to the lowest bidder. Most of the people you talk to are not all that tech-savvy, and rely on flow-charts for troubleshooting. That's why I do my own troubleshooting before calling... saves time.

They are forced to go through the flowcharts because it's their job... even if they know what the problem is, they still have to make you go through a bunch of hoops before doing anything about it.

<font color=red> If you design software that is fool-proof, only a fool will want to use it. </font color=red>
 
Every tech industry that has a tech support is outsourced to an outsourcer like Spherion, Convergys, Sykes, etc. They are all originates here in the US but they all have chosen the cheap labor route of replacing extremely competient US workers with ingorant foriegners that has to support a product that they are not even allowed to own themselves and cannot speak a damn word of english since they only got a 3-day crash course in the most difficult language ON EARTH and only a library of scripts to do for they cannot think at all!!

Its not just companies like dell or the outsourcers dont give a damn about the customers but more with maintaining a competitive edge with their fellow competitors. They only think about $$$ and not quality anymore.

The CEOs and stockholders are not changing [-peep-] since they are going to retire before the bubble bursts so the gov needs to crack down on these traitors. OH YES this is an act of treason that they doing and must stop for everyone's sake. If the US is willing to go to war to keep the oil prices down then guess what makes you think that keeping jobs here and keeping our PCs working is any different!

<i><font color=red>Only an overclocker can make a computer into a convectional oven.</i></font color=red>
 
But eventually your problem was solved, right.
I have found Dell the best. You can upgrade support to get faster response times.
You get some of what you pay for, sometimes, somewhere...maybe...somehow...



========================
Try everything...
Do not be afraid of failure, for this is how we learn and grow...
Live life to the fullest...
Do not regret what you have not yet done!!!
 
ingorant foriegner: "Please make sure the CPU is properly attached to the socket, is the lever pushed all the way down?"
competient US worker: "It is"
ingorant foriegner: "OK, let's go for the heatsink now"
competient US worker: "You know what, why don't I go ahead and turn it on without the heatsink to make sure it's gonna work, you know it's such a PITA to attach this stupid heatsink"

BTW, English is the simplest language on earth, my ingorant fella. That's not to say it's not a great language when properly used.
 
I will just pray for you if you just called me ingorant. English is the simplest language on earth only to those that is their first language. It may seem easy as hell to Americans but to foriegners it is another story.

Now I must prepare for yet another f_cking hurricane, again, for the 3rd time.

<i><font color=red>Only an overclocker can make a computer into a convectional oven.</i></font color=red>
 
English is a rich language with some wierd words that sound nothing like the way they are spelled.

Nonetheless, that doesn't mean that people that work in US tech support are entitled to not speak the language. It's fairly obvious to me that if you are trying to help americans you should speak english.

</font color=red><i><font color=red>GOD</font color=red> <font color=blue>BLESS </font color=blue><font color=red>AMERICA
 
PREACH ON BROTHER!!!!

The amount that Americans do for the world at least they should speak our language when talking to us for god sakes.

<i><font color=red>Only an overclocker can make a computer into a convectional oven.</i></font color=red>
 
I have never had a problem with Dell, of course I always talk to their business tech support, which has me down as a IT Professional. So they pretty much take my word for it and just replace any part I say is bad.
 
I work for Convergys. Sucks. However, for the ignorami here, I'll explain it all in the shortest words possible.

I cost money. I actually cost a lot of money. The problem is that American's don't want to pay lots of money. So, they get what they pay for. Comcast, and therefore the customers, is willing to pay a premium for me to fix computers. However, Dell is not. They sell computers for peanuts, and so they pay their tech support peanuts, and the only people willing to work for peanuts live in India. Get it? Good.

Just as a side note, Convergys gets about $8US plus a per-minute premium for every call I take. In India, it's about $2US for every call, flat-rate (from what I understand, I'm not the client rep). You'd better be willing to pay if you want someone who natively speaks English. Otherwise deal with it.

umheint0's phat setup --> <A HREF="http://home.cc.umanitoba.ca/~umheint0/system.html" target="_new">http://home.cc.umanitoba.ca/~umheint0/system.html</A><--
 
WOW, you guys really have high expectations for tech support. This is EXACTLY why I NEVER purchase extended warranties or service agreements. It's all a scam. Most tech support is under paid, under educated, under aged employees who read an onscreen algorithm.
 
I ALWAYS purchase the extended warranties; just not for the tech support angle. Nothing is quite as satisfying as having Dell send out a tech on-site to replace a motherboard on a 2 1/2 year old laptop free of charge.
 
What about accidental damage warranty they offer for 3 years. Does this mean theoriticaly, a college clutz or bullied kid who drops or gets his notebook knocked out of his hands by bullies on a monthly basis, that they would get 36 new notebooks? 😉 All within 2.5hrs of the accident LOL!

<pre><font color=red>°¤o,¸¸¸,o¤°`°¤o \\// o¤°`°¤o,¸¸¸,o¤°
And the sign says "You got to have a membership card to get inside" Huh
So I got me a pen and paper And I made up my own little sign</pre><p></font color=red>
 
I am really sorry to hear many of you have had problems with technical support and systems from Dell, regardless if you bought your system as a Consumer, EPP, Health Care/Education, or Government. It pains me to EVER see a customer unhappy with the service they paid hard earned money.

Technical Support is there to assist you with out of the ordinary problems that can be resolved quickly (Error codes, driver problems, component failure, general software installation) and sometimes issues that are a bit out of the ordinary (Brothers P-Touch 16bit application errors caused by Windows services, OpenClient network application issues caused by line interferance and data corruption) but I have to honestly say that yes, all companies have some drawbacks to the way their service is set-up.

Consumer technical calls take up over 70% of the support calls most PC OEMs recieve; it is a sound business practice to pay another company to take those calls compared to the much smaller number of Business related calls which are usualy either handled in house or by quality outsource companies. Some of the high quality outsource companies do outsource further to other counties (Like Manilla) but the techs they hire are usual well trained and speak english as a primary language (workers that have more than a standard education).

No matter what PC OEM you purchase from, this is something all customers will face... language barrier. Dell offers technical support in over 12 different languages all over the world, supporting the majority of the systems they sell even on the front lines of a warzone.

In this, I can inform you that if you purchase your system through EPP, School System/Health Care, or Military you will recieve 80% of the time American or Well English speaking individuals.

Your Friendly Government Dell Tech,
J
Dell Rep ID - 172946
 
Accidental Damage warranty will cover your system for the entire 3 years; after the system has been damaged by accidents more than 4 times the system is investigated before another replacement is sent out and you may even recieve a call from a Legal representative to ensure that notes taken out OUR end (we don't question the customer's word) are correct. It's highly unlikely anyone would ever have that many accidents with their system (though possible), and Dell CAN deny to replace the system after a certain amount of money has been spent to repair it (it's part of the legal clause in EVER SINGLE PC OEM warranty) but I've never heard of Dell, HP, IBM, or other ever using that clause.

2.5hrs after an accident is... I hope a facetious statment, but I have had customer demand to have a replacment the same day. I'm sorry, I've worked for over 4 PC OEMs in the past 8 years (Moving Up in the world) and absolutly NONE offer same day replacment on anything for free, not even to large companies like GE or Government agencies like CIA can get repairs in 4 hours let alone a replacment system, they have to pay for large corporate contracts that costs thousands a year to get that type of service (it's expensive).

Customers have to take into consideration physical limits of the country's infratructure, orders take time to process, boxes take time to ship, delivery persons take time to drive, repair persons have other people to schedule, repairs take time. The shipping is free of charge to Dell customers while smaller companies like Averatech CHARGE their customers for shipping (something they never tell you). Is it possible to have something sent out in 2-3 hours? Of course, but it would cost almost 400 dollars if not more to get something shipped out like that via personal jet and I don't know of a single company that would give that kind of service for free unless it was life and death.

If someone at Dell Tech has given you improper expectations, I want to know... because I'll either have them corrected, retrained, or terminated.

Your Friendly Government Dell Tech,
J
Dell Rep ID - 172946
 
I am glad to see someone responsible reading this section. I have always been satified with Dell's support and service, but I also have always bought the upgraded warranty. I thought I understood Dell's premium upgraded warranty to include 4 hour on-site service, which I thought would be a local tech arriving on-site to assess and repair system.

I build my own PC's for personal use, but for my business PC's I use Dell for support and trouble free maintenance.


<pre><font color=red>°¤o,¸¸¸,o¤°`°¤o \\// o¤°`°¤o,¸¸¸,o¤°
And the sign says "You got to have a membership card to get inside" Huh
So I got me a pen and paper And I made up my own little sign</pre><p></font color=red>
 
Premier Support does not include 4-hour support, it allows a company to access the Premier Support line and also to have parts sent via email request without TSing with a phone tech. However if that part does not resolve the issue Premier support holds the right to refuse sending another part until the customer calls in.

4-hour warranty costs far more then many medium and small businesses can afford as it's normally reserved for coporations such as GE and Government. How much exactly, I couldn't begin to imagine, but I assume more than 100k a year for 5k+ systems.

Your Friendly Government Dell Tech,
J
Dell Rep ID - 172946
 
Not to mention 4-hour onsite service is a pipe dream depending on the area you live in. For example, it takes two days for me to receive a part... <b>miniumum</b>. People seem to realize this and I've had very few complaints about the length of time it takes for me to contact them. People here are pleased as punch that a tech will actually come to their house to fix their computer.

I really think that the support needs to brush up on their troubleshooting though... I just replaced a system board in a computer when the problem was New.Net was installed. If they had just asked the customer to poke around in Add/Remove programs, they could have saved themselves some time and money and the customer would have been up and running much sooner.

<font color=red> If you design software that is fool-proof, only a fool will want to use it. </font color=red>
 
About the phone support techs -

The trouble we have is some of the techs are tenure and after awhile they think they know how to solve anything (which they seem to believe comes down to hardware). We have a TS check list and believe it or not our NEW agents who are enforced on using these lists have a higher resolve rate than tenure. It's a process we're currently fixing (Pinks slips for everyone!) but it will never be 100%. Dell is still #1 in customer satisfaction and we still try our best to make everyone within reason happy.

It won't be my problem shortly though, I'm going to work for another company that will pay me more to do less work.

Your Friendly Government Dell Tech,
J
Dell Rep ID - 172946
 
Dell Hall?

</font color=red><b><font color=red>■ ■ <font color=blue>■ ■ <font color=orange>■ ■ <font color=green>■ Dirty Little Sausage ■ </font color=green>■ ■ </font color=orange>■ ■ </font color=blue>■ ■</font color=red>
 
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