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Hi Tom;
I can't for the life of me figure out how some of these poor everyday people
manage to solve the issues that pop up with computers they buy.
I honestly don't know what to recommend to people anymore who ask me where
to go to buy.
Admittedly, ANY kind of phone tech support isn't the easiest thing in the
world to accomplish. I'm sure you've had as much trouble trying to diagnose
something for someone that I have had. But what these large companies hype
to the buying public is a crime. They make people feel that competent and
helpful tech support is available 24/7 as a sales tool and people buy these
system thinking that all they need to do is pick up the phone and someone on
the other end who understands what the problem is will solve it for them.
I have to laugh looking back on my very first Dell tech call. I wasn't even
up and running past the first boot on my brand new first Dell system (6
years ago) when I got the old blue screen of death
🙂 At the time I had 0
computer skills. I called Dell. It was 11:30 at night. I went through the
phone automatic response system and was put on hold with music. Well, it was
late, and I didn't have to do anything the next morning so I held. I watched
TV with a headset phone on while this was happening. Every 10 minutes or so,
I got an intercept telling me how valuable my call was to Dell and that a
tech would be forthcoming. Little did I know that this forthcoming would be
about the time of the second coming.
Anyway, about 3AM, the first movie was over and I was still on hold looking
at my BSD. I figured what the hell, I had spent this much time waiting, I
might as well wait it out.
Well, I sort of dozed off a bit with the music in my ears and at 6:30AM, I
got an automatic voice telling me that a tech would be with me momentarily.
Five minutes later the tech picked up, and immediately the line went
flatline......stone cold dial
tone------------------------------------------------------------------
He had cut the connection!!!
I just sat there and laughed like an idiot until I realized that there just
might be an offside chance that I actually WAS an idiot!!!
Oh well.....you live and learn
🙂
Dudley
"Tom Garrett" <garrett451@diespammerscox.net> wrote in message
news:XIVfe.39719$_K.23510@fed1read03...
> Dudley, you hit the nail on the head! I have become quite proficient at
> restoring other's computers that have become bogged down with spyware,
> adware, malware, and the odd virus and trojan. I only work with people I
> know and don't charge anything. Although a paid lunch now and then will be
> accepted. Thankfully, my newest Dell has never given me a problem and if
> it does, I'll never call Dell support...as it doesn't exist.
> Tom
> "Dudley Henriques" <dhenriques@noware .net> wrote in message
> news:b9Kfe.16$wM2.5@newsread1.news.atl.earthlink.net...
>> In assessing a quality question like tech support, or a specific
>> company's hardware, it's fairly difficult to reach a definite conclusion
>> when using a data base as large as a newsgroup. I think you can come away
>> with a general idea of the situation however.
>> I think for Dell, my final judgment on their failing grade came upon
>> reaching a point over time, as my own experience using a personal
>> computer rose and I was exposed to the Dell tech system as that learning
>> curve was occurring in real time.
>> The language problem was really very bad, but only one factor for me.
>> What really turned me off to Dell, was what first was a sense, then later
>> on, as my own knowledge and experience working with the computer rose,
>> the reality that the Dell techs from the instant they picked up the
>> phone, were not working the problem from what I was telling them. They
>> were working a canned solutions method based on key macros. In other
>> words, as they listened to the first sentence I spoke, they seemed to be
>> looking at specific
>> phrases or problem areas that led them directly to a pre chosen macro
>> solution for any number of issues that MIGHT solve this issue.
>> Aside from an occasional tech at Dell who I felt was actually engaging me
>> based on what I was telling him/her, my overall impression was always the
>> same. They were NOT dealing with my specific issue at all, and were NOT
>> really interested in the data I was giving them, but were dealing with me
>> as something to be rid of ASAP by using what their "book" told them would
>> be a macro solution covering all bases. This was almost invariably a
>> system restore!
>> It's amazing how high level management decisions are made in industry
>> today. Sometimes very large decisions are made for simple reasons that
>> get buried in a non existent complicated answer no one ever finds.
>> It wouldn't surprise me in the least to discover someday that the release
>> of XP with it's ability for system restore, was in large part, a huge
>> factor in the decision to go overseas with tech support. When the large
>> percentage of the answer for a called in issue is to simply do a system
>> restore, there isn't really all that much need for communicative skills
>>
🙂
>> I guess it's like anything else really. The best way to have good tech
>> support is to become a good tech and do it yourself. This is what I have
>> done as well as most everyone I know. The people I REALLY feel sorry for
>> are the millions of plain simple folks out there who are not gamers, not
>> engineers, but just plain folks, who buy into these large "support"
>> systems, then have to try and work in that system as it exists today.
>> We have several family members who own Dells. When they have a problem,
>> they usually end up calling me rather than deal with Dell on the phone
>>
🙂
>> It's a shame, and I hope Dell gets wise to a better way of doing things
>> before they end up destroying what they have created over the years.
>> Outfits like "geeks on call" are popping up all over the place to fill
>> the gap left by dissatisfied customers from large companies like Dell. If
>> local tech support turns out to be good, and the cost is reasonable, I
>> can see an awful lot of Dell customers opting for different computer
>> solutions.
>> Dudley Henriques
>> International Fighter Pilots Fellowship
>> Commercial Pilot; CFI; Retired
>> dhenriquestrashatearthlinktrashdotnet
>> (take out the trash
🙂
>>
>>
>>
>> "Propwash" <propwash@statnetworks.net> wrote in message
>> news:1115624048.148993.117930@g14g2000cwa.googlegroups.com...
>>>I for one can sympathize with both side of the issue. I purchased a
>>> Dell back in '96........a PII 450. It had an initial problem with a CD
>>> drive. I made one call to tech support describing the problem. The
>>> next morning, a technician showed up at my doorstep with a new drive,
>>> installed it, and left. That was it. Unbelievable service.
>>>
>>> After numerous upgrades, the system finally outlived its usefulness. I
>>> was going to purchase a new machine from Dell last year, but was
>>> hearing numerous complaints, mainly about quality components, and a
>>> terrible tech service. Things must have really gone down hill!
>>>
>>> I chose instead to build my own system, purchasing almost all the
>>> components through NewEgg. It worked out very well. Got a very good
>>> machine, at a much cheaper cost than going the OEM route.
>>>
>>> After retiring from the Air Force, I began working for a Washington
>>> State based manufacturing company primarily building keyboards, as well
>>> as other computer input devices. I worked in quality control, and
>>> performed failure analysis/repair on returned product. At times, I was
>>> asked to help out, manning the customer support lines. Believe me,
>>> that was quite an experience. Some of the calls were unbelievable!.
>>> Amazing how many people have trouble plugging in a power cord!
>>>
>>> We had a small customer service area, and anyone taking calls were all
>>> experienced technicians. We did not have to follow someone's idea of a
>>> Q and A checklist. Everything was handled as a unique situation. If
>>> we couldn't put our heads together and come up with the right answer,
>>> we transferred the call directly to an engineer. In other cases, we
>>> would call the customer back after doing more research.
>>>
>>> Nothing is more disgusting than spending money on any product, and
>>> finding yourself "out in the cold" after the deal is done! Hard to
>>> imagine any corporation placing such a low priority on customer
>>> service..............
>>>
>>> Propwash
>>>
>>
>>
>
>
, I'm sure we have all had good and bad experiences, but which 
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