Dell complaints

Jon Kent · Regular Hater Joined: 27 Apr 2005 Posts: 12

Can someone tell me why I keep getting booted from the DELL "customer care" line? I'll be on hold and then hear a ringing of the phone.... and then "if you believe that you have reached this number in error, please hang up and try again."

I now hate Dell. I've been on the phone for the past 4 hours and am no closer to getting any help than if I'd started a conversation with my dog.

Jon

Blaze · Posted: Thu Apr 28, 2005 12:36 am Post subject:

First, welcome to the forum !

As to Customer Care, well unfortunately Dell uses Voice Over IP (VoIP) to squeeze their phone calls over a network which means your call goes into Austin, back out to some transmitter, up to a satellite, over to whatever third-world country is hosting tech support at the time you called and then all the way back through that maze. Unfortunately this causes a lot of people to get disconnected.

DDS · Hates with a Vengance Joined: 07 Feb 2005 Posts: 95

Blaze · Posted: Fri Apr 29, 2005 12:08 am Post subject:

Unfortunately given that most customers hope to have their systems serviced under warranty, they have no choice but to sit on the phone.

Jon Kent · Regular Hater Joined: 27 Apr 2005 Posts: 12

And yes, I suppose I might be able to install a laptop hard drive on my own, but that seems like an unreasonable expectation by a company trying to do things on the cheap.

.... mythical DELL support number to call where someone actually gives a rat's ass about their customers.

AnotherFTP · Posted: Sat Apr 30, 2005 10:03 pm Post subject:

Jon Kent · Regular Hater Joined: 27 Apr 2005 Posts: 12

Badger · Posted: Sun May 01, 2005 10:15 pm Post subject:

As far as I know, you can open them up and poke around inside. Otherwise you wouldn't be able to add third party hardware, which you have to remove in order for any tech support to be done.

Grissom · Lord of the Flies Joined: 14 Apr 2003 Posts: 1553

so whats so difficult about removing that single screw.... sliding the door down and pulling the drive out... thats about as complicated as taking a leak??? Its either that or it gets shipped to the depot for 2 weeks... take your pick...
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Cabji · Regular Hater Joined: 16 Sep 2003 Posts: 16

Re: Customers replacing parts, I guess that's how dell would cut costs but a lot of people are extremely SpAsTiC when it comes to computers. What seems like a fail-proof set up (like with swapping a HDD, you "can't go wrong") most idiot people will find a way to jam it into the wrong slot or bend some pins or something.

Re: KB swaps, they were the best jobs when I did onsite service. 12mins flat i think those jobs were. That was from book on to book off in realtime including all paperwork, walking into the customers building, finding them etc. Probably the only jobs the company I worked for actually made money on!

And about cutting costs by not doing onsite service or by getting customers to replace parts... I thought one of Dell's selling points was that they had such a good after sales support, ie: onsite warranty service? Or have they phased this out in the last year?

I've been working hard labour for the last 13 months since quitting Dell and life has never been better. Money in the bank every week without fail, approx $900-1000/week AUD. I never earnt NEAR that doing Dell work. No annoying spastic customers, no Indians, no contractor ringing me instead of my employer. I cleansed myself of Dell and burnt all paperwork relating to them.
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