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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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 Posted: Wed Jun 22, 2005 8:19 pm Post subject: |
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I guess we all understood how pissed off you are 
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hotrodlincoln
Moderator
Joined: 08 Apr 2003
Posts: 1687
Location: Not in Austin anymore
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| Posted: Thu Jun 23, 2005 7:46 pm Post subject: Re: DELL misrepresents TECH support quality |
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| hate end users wrote: | i have to tell you this... WHAT THE F*CK ... DUDE WHY DOES DELL HAVE TO SUPPORT THE OUTLOOK, DUDE LEARN THIS, DELL BUILD COMPUTERS!!!!! NOT OUTLOOK NO ANY KIND OF SOFTWARE, AND DELL ONLY SUPPORTS THE COMPUTER IT BUILDS. IF YOU WANT SUPPORT FOR SOFTWARE, PAY!! OR CONTACT THE PERSON WHO BUILD THE F*CKING PROGRAM.
DELL IS DOING MORE THAN ENOUGH BY HAVING LINE SO THAT YOU CAN PAY FOR BEING SO STUPID OF NOT KNOWING HOW TO CONFIGURE OUTLOOK
IM SORRY BUT I DEAL WITH YOU GUYS STUPIDITY EVERYDAY AND IT PISS ME OFF |
Sorry, dude, but Microsoft's contract with Dell explicitly states that whatever Dell preloads onto the PCs that it sells, it HAS TO SUPPORT; Microsoft DOES NOT support its own software if its sold bundled with a PC. Whether its Office, Outlook Express, McAfee AntiVirus, whatever, Dell employees and the companies Dell outsources support to must fulfill the contract.
Maybe if Microsoft went back to the 1980s and actually supplied quality book manuals with their software, instead of the bullcrap online "help" files, people just might be able to read and understand the software that came with their Dell.
Hell, I still remember the 4" thick manual that came with my copy of Wordperfect for Windows 5.2 -- by far the best software company manuals I've ever seen in my life. |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Thu Jun 23, 2005 7:52 pm Post subject: |
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That's new for me at least...
I've talked to many outsourced Dell Technical Support guys and they never told me they had to provide Software support except of the OS...
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ohnoblmofo
Regular Hater
Joined: 22 Jun 2005
Posts: 23
Location: Gainesville FLA
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| Posted: Thu Jun 23, 2005 9:33 pm Post subject: |
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| wasup!!! wrote: | It is simply like this. you won't buy a car if you don't know how to drive. Dell Policy, if you refuse to troubleshoot, they will send you a best guess, things that you don't know if that gonna fix it or not, since they are sending a part were they think that can fix it. But if that part sent to you doesn' work, then you need to call back to see what was the issue. where you will need to troubleshoot on the phone. Dude. this is an experience where I really go by troubleshooting, don't even talk to a supervisor, because when you finish talking shit. They simply transfer the call to a tech again. Where you should continue troubleshooting with a tech. Supervisor won't give ya time to troubleshoot. this is the 2nd experience. another problem. calling regarding internet connection. I called ISP several times because I can't connect to the internet. but guess what. they will tell you, "Please refer to you computer manufacture" where it is Dell, after this you call Dell, they troubleshoot your system with you, you will find that there isn't' problem with the system but with the ISP. You call back ISP they refer you back to Dell again. because they can see your Cable Modem or DSL Modem. They will try to make you dizzy. bla bla bla... Dell make conference with ISP (not usual, but sometimes happens) you talk and once ISP returns please refer to your computer manufacturer. Here come the good part from Dell. "Sir. the computer doesn't have problem with the network card or the USB port. If you see his Modem, then problem will be between Computer and Modem, where should be cable or configuration from you. Help customer and stop refering to manufacturer." Then Dell Rep talks to the ISP Supervisor, and explain him everything. and after that ISP Rep help you fix issue. then you are able to connect to the internet as normal.
Like I said that is depending on what you need help on. If you haven't seen it. but I do saw something like this. A woman bought a car, and she doesn't know how to drive too much the Automatic Transmission, but purchase a Manual Transmission, getting out of the Car company her car stopped several times. I was on the parking lot changing a tire, and she ask me for help to move her car up to the side of the street so she can drive her car. THIS IS VERY STUPID... If you don't know how to drive don't buy a car yet!!! but guess what. I saw her in an accident. where she roll the car. Thanks God she is alright. Man... how the heck this happens!!! |
Anyone care to translate? |
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Blaze
Dances with Hate
Joined: 17 Jul 2004
Posts: 787
Location: AO1
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| Posted: Fri Jun 24, 2005 5:55 pm Post subject: |
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In case this hasn't been stated, Dell's sole responsibility in supporting any installed software is installation and removal. That's it. They don't even have to support basic usage such as burning a CD-ROM.
Last edited by Blaze on Sun Jun 26, 2005 12:14 pm; edited 1 time in total |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Fri Jun 24, 2005 9:21 pm Post subject: |
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That's what I heard...
BTW, OS support is only for the first 21 days from invoice, am I wrong 
What about hotrodlincoln's post Is it true but Dell doesn't give a ****
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sobe_drinker
Regular Hater
Joined: 24 Jun 2005
Posts: 10
Location: TX
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| Posted: Fri Jun 24, 2005 10:21 pm Post subject: |
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About the information about sending hard drives with software - Since all currently shipping Dimension and Inspiron systems don't ship with media and ship with a PC Restore partition (Except for XPS systems), if the hard drive fails within the first 120 days, Dell should be sending out a hard drive with software. After 120 days, they will send a hard drive blank, and the media that will allow the customer to reinstall the software on the system. Dell will not send media out if it is not Dell branded (i.e. Microsoft Office, and other 3rd party software).
Customers expect to get the world when they buy a computer but the fact is, they don't!
And they are doing away with free software support within the first 21 days. That support will be handled by the fee based HelpDesk support. I think this is fair since you are not giving the customer anything to begin with, they don't expect to get it regardless of how long they had the computer. |
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nis_pero
Dances with Hate
Joined: 06 Jun 2005
Posts: 285
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| Posted: Sat Jun 25, 2005 2:43 pm Post subject: Re: DELL misrepresents TECH support quality |
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| hotrodlincoln wrote: | | Sorry, dude, but Microsoft's contract with Dell explicitly states that whatever Dell preloads onto the PCs that it sells, it HAS TO SUPPORT; Microsoft DOES NOT support its own software if its sold bundled with a PC. Whether its Office, Outlook Express, McAfee AntiVirus, whatever, Dell employees and the companies Dell outsources support to must fulfill the contract. |
1) Show me that contract between Microsoft and Dell, I've heard of it, but it seems it is as real and unobtainable as the Holy Grail.
2) Educate yourself. Read the WARRANTY before you make an as out of yourself http://www.dell.com/warranty. Focus on the part that says "What is not covered under this warranty?"
3) If you want FREE support for the software, you go to Microsoft Support or Dell Support websites. If you want a human being.. CHA-CHING!... Microsoft will charge you for the phone support regardless of where you got the OS from (OEM, PC store, themselves, etc.) For Dell you need a HelpDesk contract, which is cheaper if you get it when you purchase the system.
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hotrodlincoln
Moderator
Joined: 08 Apr 2003
Posts: 1687
Location: Not in Austin anymore
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| Posted: Sun Jun 26, 2005 12:17 am Post subject: Re: DELL misrepresents TECH support quality |
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| nis_pero wrote: | 1) Show me that contract between Microsoft and Dell, I've heard of it, but it seems it is as real and unobtainable as the Holy Grail.
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It's been that way for over 15 years now. Got an OS problem and you call Microsoft? They'll say, "Sorry, call Dell, since Windows came on their PC" OR "You want us to support our own software? Okay, that's $35 to start."
| nis_pero wrote: | | 2) Educate yourself. Read the WARRANTY before you make an as out of yourself http://www.dell.com/warranty. Focus on the part that says "What is not covered under this warranty?" |
Microsoft's contract with Dell states that Dell supports Windows sold on their PCs. However long or short of a time period that Dell will support it (free or for charge) is up to Dell; MS keeps a hands off policy on that topic.
| nis_pero wrote: | | 3) If you want FREE support for the software, you go to Microsoft Support or Dell Support websites. If you want a human being.. CHA-CHING!... Microsoft will charge you for the phone support regardless of where you got the OS from (OEM, PC store, themselves, etc.) For Dell you need a HelpDesk contract, which is cheaper if you get it when you purchase the system. |
I never used the word "free"; all I said was that MS won't support their own product and their contract with Dell requires Dell to support Windows. |
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Blaze
Dances with Hate
Joined: 17 Jul 2004
Posts: 787
Location: AO1
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| Posted: Sun Jun 26, 2005 12:24 pm Post subject: |
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Exactly. MS can't tell Dell how to support the OS just that they (MS) won't handle any calls from any customers of any OEM assemblers including Dell, HP, Compaq and even Billy Bob's CompuShack if he's selling systems wit OEM CD's.
"If your Microsoft product was preinstalled, distributed with your computer, or if you obtained an upgrade directly from your computer manufacturer, your primary source for support is the personal computer manufacturer who provided your Microsoft software. "
BTW, am I the only person that finds the prefix "pre" to be grossly overused ? Preschool I guess isn't a school, prelaw isn't really law and preinstalled isn't really installed ? |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Sun Jun 26, 2005 12:28 pm Post subject: |
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Nope, you are not the only one.
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Badger
Dances with Hate
Joined: 03 Oct 2004
Posts: 787
Location: Behind the limes
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| Posted: Fri Jul 01, 2005 1:38 pm Post subject: |
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Wow, quite the debate over Outlook Express. Simplest solution is to use Thunderbird.
And as far back as I remember from my TS days:
Dell supports Windows errors.
Dell supports 3rd party software installed on the computer. (Hence why I had training for Roxio crap)
The only reason we would send someone to MS is if they were having BSODs, OE's, or frequent crashes, and didn't want to DFFR.
And as far as the Firestone/Ford thing, FORD issued the recall, and FORD replaced the tires under a RECALL NOTICE, not warrenty.
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Grissom
Lord of the Flies
Joined: 14 Apr 2003
Posts: 1553
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| Posted: Sat Jul 02, 2005 4:44 am Post subject: |
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| hotrodlincoln wrote: | | Grissom wrote: |
hehe
i kinda let this thread go and didnt see this response..
What ya do is open OE up and press that little F1 button on that there keyboard. Answers most of the basic questions and if you have internet access will link you directly to the MSKB. Cant ask for a better manual.. with the exception of what your specific POP address and settings are it tells you pretty much how to do anything. BTW EVERY M$ product comes that way. That inclueds: Office, Server products, everything else in between.
however there are also Dell Support systems online and on your PC... go to the desktop and hit F1 (if you havent reinstalled your os), It answers basic questions that are covered under the Dell warranty. |
So when your Dell PC's hard drive craps out, what do you do then? Use your backup computer to connect to the Internet? I guess everyone needs to own TWO computers nowadays, right? Horsehockey. You're screwed, pure and simple -- your only option is to call Dell support in India. I long for the days of old, when PCs actually came with manuals printed on paper, so that when something went wrong, you had a resource right there in your hands.
And yes, Grissom, I know that not shipping physical manuals with PCs saves money, but it is not in the best interest of the purchaser.
BTW, I've seen the "online manuals" that Dell sticks on the PCs that they sell. Bottom line: they suck.
Another BTW: I use Microsoft's online Knowledge Base frequently, and have caught it numerous times posting INCORRECT information. And that's going right to the source, who can't be bothered to post accurate information.
You need to read this article on Ed Foster's Gripeline web site, about companies posting incorrect information on their web sites:
http://www.gripe2ed.com/scoop/story/2005/6/14/04126/2780 |
1) NOWHERE IN DELLS WARRANTY DO THEY STATE THAT THEY MUST HELP YOU REINSTALL YOUR OS. Hardware only.
2) If you cant get to the 'net in this day and age then you not need to own a computer.
3) You can print out that manual. IF you have a printer. IF you think its that important to have a paper manual
4) IF you dont have a printer (because your that damned cheap to go and buy a $40 printer) the file can be downloaded to ANY system that does have a printer and print it out.
5) Support.Dell.Com has some pretty helpfull informaiton if you would just look at it.
6) I find pretty much everything I need to know using simple search keywords using google. If one place dosent give me the answer (M$) then I can certainly find the correct one if I keep looking.
7) If ya dont like it see what kind of manual a local vendor provides. Try it.... go to a local PC shop, buy a system and demand your manual. You will get a stack of books (if that) about the hardware in your system IF they keeped it to give it too you. Any OS info in there??? NOPE!!!!
To sum up my 7 points:
If you dont want to learn about the PC then dont fuckin buy one.
RTMFM
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nis_pero
Dances with Hate
Joined: 06 Jun 2005
Posts: 285
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| Posted: Sat Jul 02, 2005 4:56 am Post subject: |
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| Badger wrote: | And as far back as I remember from my TS days:
Dell supports Windows errors.
Dell supports 3rd party software installed on the computer. (Hence why I had training for Roxio crap)
The only reason we would send someone to MS is if they were having BSODs, OE's, or frequent crashes, and didn't want to DFFR. |
Things changed quite a bit Badger. All that HW techs can do is an OSRI (OS reinstall), unless it is customer initiated or malware.
-If malware: goes to HelpDesk
-If customer initiated: HelpDesk
-Want to troubleshoot issue without havig to go as far as an OSRI: HelpDesk (but it is very likely that it will be an OSRI unless it is a stupid ass issue which the customer could have solved by himself if he hadn't smoked crystal meth before calling)
-If you need to backup before OSRI: HelpDesk (and if you only get the per incident service, they will do only backup at HelpDesk, the OSRI is on your own).
-We never ever send people to microsoft because they suck anyways, and then tell the customer that it is Dell's fault (and responsability) that Windows sucks butt.
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hotrodlincoln
Moderator
Joined: 08 Apr 2003
Posts: 1687
Location: Not in Austin anymore
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| Posted: Sat Jul 02, 2005 3:58 pm Post subject: |
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| Grissom wrote: |
1) NOWHERE IN DELLS WARRANTY DO THEY STATE THAT THEY MUST HELP YOU REINSTALL YOUR OS. Hardware only.
2) If you cant get to the 'net in this day and age then you not need to own a computer.
3) You can print out that manual. IF you have a printer. IF you think its that important to have a paper manual
4) IF you dont have a printer (because your that damned cheap to go and buy a $40 printer) the file can be downloaded to ANY system that does have a printer and print it out.
5) Support.Dell.Com has some pretty helpfull informaiton if you would just look at it.
6) I find pretty much everything I need to know using simple search keywords using google. If one place dosent give me the answer (M$) then I can certainly find the correct one if I keep looking.
7) If ya dont like it see what kind of manual a local vendor provides. Try it.... go to a local PC shop, buy a system and demand your manual. You will get a stack of books (if that) about the hardware in your system IF they keeped it to give it too you. Any OS info in there??? NOPE!!!!
To sum up my 7 points:
If you dont want to learn about the PC then dont fuckin buy one.
RTMFM |
Looks like somebody woke up on the rag this morning...
My responses:
point #1: I said SUPPORT Windows, not Re-INSTALL. However, if that is what's required, because of the inherent instability of the OS, then Dell technicians should help people do that. Dell COULD try selling PCs to consumers with a different OS...if their contract with Microsoft allows it. Dell's contract with Microsoft requires Dell to support Windows, not MS. Whether or not you like that fact is irrelevant.
point #2: If my PC has a dead hard drive, networking problems, dead power supply...how do I get onto the Internet? Of right, I need to have a SECOND PC on hand. Without a second PC, how can I read the online manuals, hmmmm?
point #3: Yes, I do think that having a paper manual is far superior to an online .PDF file, especially when trying to solve things like a hard drive problem, OS crashing, etc. An online manual is useless in those situations. Of course, I'm talking about QUALITY manuals, like the kind you got from Wordperfect Corp 10 - 15 years ago. I've never seen a decent manual from Microsoft, EVER. And I've been making my living as a programmer using MS tools for the past 10 years, since before I was even hired by Dell.
point #4: See my reponse as point #2.
point #5: Been there, done that. How does that help you when point #2 happens?
point #6: Been there, done that. Again, see point #2.
point #7: My local PC shop DOESN'T write the OS; therefore, I KNOW that they WON'T provide any manual for Windows. They WILL provide all of the paper manuals for all of the industry standard parts that they used to build my PC...because it was in the RFP I presented to them and they agreed to.
Time for you to come down off your pedestal and take a chill pill. |
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