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

God help anyone who buys a product which touts a special support treatment
or queue.

Dell can not figure out how to route you to the right queue if your system
is considered "special" (eg. XPS), and the wrong queues refuse to do
anything (including letting you speak to a manager) but tranfer you,
usually again to the wrong queue.

"Tom Morton" <tommortonspam@adelphiaspam.net> wrote in message
news:tr-dnSIt_NEZH3jfRVn-oA@adelphia.com...
> Dell has a new line of computers coming out this fall offering superior
> service . I am willing to bet most people will not want to pay extra for
> good service.
>
> Dell to launch 'Lexus lineup' of PCs
>
> The premium systems will also come with a premium service package, which
> Dell calls its "white glove" treatment. The service packages will include
> expanded online and in-home support. Dell is currently conducting
> extensive test programs on its online support.
>
>
 
Archived from groups: alt.sys.pc-clone.dell (More info?)

Al wrote:
>
> God help anyone who buys a product which touts a special support treatment
> or queue.
>
> Dell can not figure out how to route you to the right queue if your system
> is considered "special" (eg. XPS), and the wrong queues refuse to do
> anything (including letting you speak to a manager) but tranfer you,
> usually again to the wrong queue.

Gold Tech Support has its own number... Doesn't XPS?

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

Notan wrote:
> Al wrote:
>
>>God help anyone who buys a product which touts a special support treatment
>>or queue.
>>
>>Dell can not figure out how to route you to the right queue if your system
>>is considered "special" (eg. XPS), and the wrong queues refuse to do
>>anything (including letting you speak to a manager) but tranfer you,
>>usually again to the wrong queue.
>
>
> Gold Tech Support has its own number... Doesn't XPS?
>
> Notan

If it XPS does, I haven't been able to find it yet. I haven't had
problems with my XPS Laptop and hope I don't with the new XPS Generation
5 I just ordered.

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

Joan Hansen wrote:
>
> Notan wrote:
> > Al wrote:
> >
> >>God help anyone who buys a product which touts a special support treatment
> >>or queue.
> >>
> >>Dell can not figure out how to route you to the right queue if your system
> >>is considered "special" (eg. XPS), and the wrong queues refuse to do
> >>anything (including letting you speak to a manager) but tranfer you,
> >>usually again to the wrong queue.
> >
> >
> > Gold Tech Support has its own number... Doesn't XPS?
> >
> > Notan
>
> If it XPS does, I haven't been able to find it yet. I haven't had
> problems with my XPS Laptop and hope I don't with the new XPS Generation
> 5 I just ordered.

When I purchased GTS, I had to make a phone call, to my sales rep,
in order to get the direct number.

I'm *sure* I remember reading that XPS purchasers would be given a
special Support number.

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

Notan wrote:
> Joan Hansen wrote:
>
>>Notan wrote:
>>
>>>Al wrote:
>>>
>>>
>>>>God help anyone who buys a product which touts a special support treatment
>>>>or queue.
>>>>
>>>>Dell can not figure out how to route you to the right queue if your system
>>>>is considered "special" (eg. XPS), and the wrong queues refuse to do
>>>>anything (including letting you speak to a manager) but tranfer you,
>>>>usually again to the wrong queue.
>>>
>>>
>>>Gold Tech Support has its own number... Doesn't XPS?
>>>
>>>Notan
>>
>>If it XPS does, I haven't been able to find it yet. I haven't had
>>problems with my XPS Laptop and hope I don't with the new XPS Generation
>>5 I just ordered.
>
>
> When I purchased GTS, I had to make a phone call, to my sales rep,
> in order to get the direct number.
>
> I'm *sure* I remember reading that XPS purchasers would be given a
> special Support number.
>
> Notan

Thanks Notan, I'll pull out my documents to see if they have the phone
number, although, I'd rather not have to use it. 🙂

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

What's the phone number for Gold Support? I can't find it anywhere

--
Cyndi
"Notan" <notan@ddress.com> wrote in message news:42E689A9.9E129EC3@ddress.com...
> Al wrote:
> >
> > God help anyone who buys a product which touts a special support treatment
> > or queue.
> >
> > Dell can not figure out how to route you to the right queue if your system
> > is considered "special" (eg. XPS), and the wrong queues refuse to do
> > anything (including letting you speak to a manager) but tranfer you,
> > usually again to the wrong queue.
>
> Gold Tech Support has its own number... Doesn't XPS?
>
> Notan
 
Archived from groups: alt.sys.pc-clone.dell (More info?)

Cyndi wrote:
>
> What's the phone number for Gold Support? I can't find it anywhere

It's supplied when you purchase it...

Just an FYI... Calling the number won't *get* you GTS... Your Service Tag
or Express Service Code has to match the records in their GTS database.
Otherwise, you're politely transferred to another department. Maybe even
another country! <g>

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

I have the Gold Tech Support, I just never found a number for it.
--
Cyndi
"Notan" <notan@ddress.com> wrote in message news:42E84EF5.28BDA14@ddress.com...
> Cyndi wrote:
> >
> > What's the phone number for Gold Support? I can't find it anywhere
>
> It's supplied when you purchase it...
>
> Just an FYI... Calling the number won't *get* you GTS... Your Service Tag
> or Express Service Code has to match the records in their GTS database.
> Otherwise, you're politely transferred to another department. Maybe even
> another country! <g>
>
> Notan
 
Archived from groups: alt.sys.pc-clone.dell (More info?)

Cyndi wrote:
>
> I have the Gold Tech Support, I just never found a number for it.
>
> <snip>

If you'll post a legit e-mail address, I'll send it to you.

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

Well supposedly the Express Service Tag will transfer you to the right
queue, but doesn't.

I was given a "special" number, which used to end you up in the same mixed
up process.
Now it doesn't even do that. Now you get, this number is no longer in
service, please hang up and call
1-800-999-3355.

Big help there.

Al

"Notan" <notan@ddress.com> wrote in message
news:42E6ACDC.119D85AB@ddress.com...
> Joan Hansen wrote:
>>
>> Notan wrote:
>> > Al wrote:
>> >
>> >>God help anyone who buys a product which touts a special support
>> >>treatment
>> >>or queue.
>> >>
>> >>Dell can not figure out how to route you to the right queue if your
>> >>system
>> >>is considered "special" (eg. XPS), and the wrong queues refuse to do
>> >>anything (including letting you speak to a manager) but tranfer you,
>> >>usually again to the wrong queue.
>> >
>> >
>> > Gold Tech Support has its own number... Doesn't XPS?
>> >
>> > Notan
>>
>> If it XPS does, I haven't been able to find it yet. I haven't had
>> problems with my XPS Laptop and hope I don't with the new XPS Generation
>> 5 I just ordered.
>
> When I purchased GTS, I had to make a phone call, to my sales rep,
> in order to get the direct number.
>
> I'm *sure* I remember reading that XPS purchasers would be given a
> special Support number.
>
> Notan
 
Archived from groups: alt.sys.pc-clone.dell (More info?)

I recently purchased from Dell for the first time. I purchased a 2 year
extended warrantee and paid additional for the 2 years of complete care.
My laptop came and wouldn't even turn on. It took me 2 and a half hours
on the phone (between being put on hold and shifted from department to
department just to exchange my dead system. Asking to speak to a
supervisor gets you nowhere because either the supervisor won't tell you
anything either or they won't let you talk to them anyway.

I was recently informed that the only people who get support within the US
from Dell is corporate and government. (This was from someone within Dell
that my brother does business with on the government end).

I finally recieved my system replacement on Friday and it is working fine
so far, but honestly I can tell you that I don't feel very confident about
the quality of the warrantee support.
 
Archived from groups: alt.sys.pc-clone.dell (More info?)

nhkat2 wrote:
>
> I recently purchased from Dell for the first time. I purchased a 2 year
> extended warrantee and paid additional for the 2 years of complete care.
> My laptop came and wouldn't even turn on. It took me 2 and a half hours
> on the phone (between being put on hold and shifted from department to
> department just to exchange my dead system. Asking to speak to a
> supervisor gets you nowhere because either the supervisor won't tell you
> anything either or they won't let you talk to them anyway.
>
> I was recently informed that the only people who get support within the US
> from Dell is corporate and government. (This was from someone within Dell
> that my brother does business with on the government end).

You were informed incorrectly.

If you purchase from Dell's Small Business Division, you have the option
of obtaining US support (Gold Tech Support).

I've heard that Home buyers can also get GTS, by asking, but I couldn't
verify this, personally.

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

On Tue, 19 Jul 2005 08:28:00 -0500, Bill <bgross@nospan.airmail.net>
wrote:

>Want to know who is responsible for the slide in Dell's service? It's
>us, the customer. Dell is driven, like any other corporation by
>profit. How many customers really are willing to pay the difference
>in price for better tech support? Consider that number versus those
>who would buy Brand X if it were a couple of hundred dollars cheaper?
>
>If the market really wanted and paid that extra few bucks for Dell's
>once famous support, it would still be provided.
>
>My take on this is, Dell sees no value and perhaps a loss in its old
>tradition. Perhaps I'm out in left field. As long as now one else
>offers better support and a certain segment of the market is willing
>to chase a few extra bucks in savings we aren't going to see tech
>support quality any where.


I don't much care how much my computers cost; I have work to do, so I
just want quality, reliability, and support. That's why I used to buy
Dell.

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

John,

Just so we're all on the same page...

Are you buying the Optiplex/Precision managed desktops?

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

The default support for the managed desktops should be local US phone
support.

If he's not happy, he has a case.

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

tlai909@visto.com wrote:
>
> The default support for the managed desktops should be local US phone
> support.
>
> If he's not happy, he has a case.

Should be? In my opinion, *all* US purchases *should be* US supported.

But, the reality is they're not.

Dell offers numerous options, which *will* guarantee US support.
Purchasing better support is no different than purchasing auto
insurance. You can get nothing, basic, or top-of-the-line. It's
rather amusing to hear people bitch about bad service, after
*they've* made a bad (i.e., "cheap") choice.

And, for you, Administrator, that was a Typical Dellbot Response.

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

<tlai909@visto.com> wrote in message
news:1123646448.508056.312370@f14g2000cwb.googlegroups.com...
> The default support for the managed desktops should be local US phone
> support.
>
> If he's not happy, he has a case.
>
> T.
>

Don't know, but I'd suspect default support for the Precision boxes is U.S..
It most definitely is for Latitude notebooks......
 
Archived from groups: alt.sys.pc-clone.dell (More info?)

tlai909@visto.com wrote:

> The default support for the managed desktops should be local US phone
> support.

Really, where's that written down?
 
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