Dell complaints

Fuzzysquirrel · conscientious beginner Joined: 24 Oct 2006 Posts: 2

Dell claims they will give you that advanced tech support of you buy one of their crappy computers. Says the have that dell connect (I think they call it) The one where the tech support agent can do that controll your computer mouse and check whats wrong with your computer. (My internet service provider does it all the time to fix my computer connection issues FOR FREE!) but these jerks at dell want you to pay another $250.00 or more for it. They advertise this on the TV commercials but don't tell you you got to pay extra for it.
When I bought my second Dell computer & paid $1500.00 for it, It was supposed to include this support/ Now when I call these jerks the want me to pay for it.
What I see from them is False advertising and the get a way with it.
_________________
I hate Dell!

david (aka dvdpiddy) · Posted: Tue Oct 24, 2006 5:05 pm Post subject:

Welcome to ihatedell fuzzy when your right your right it is implied but they never say it is included so in the eyes of the Government it's not considered false advertising, And please tell us what exactly is wrong with your dell? So me and ke7 can fix it.
_________________

For some reason i fell like this cat right now.

KE7EHA · Posted: Tue Oct 24, 2006 7:31 pm Post subject:

IF there's anything serious going on with the machine, a remote desktop session won't even work, and you really can't diagnose many problems over a remote desktop connection. It would, however, open your machine to many potential non-dell connections to the same util, so I really wouldn't want it.
_________________
"The art of Engineering is knowing what you can safely ignore." -Dr. H. Hess

Mele20 · Posted: Sat Oct 28, 2006 7:27 am Post subject:

No, it won't necessarily open you to other connections. I don't know how Dell does it but I have worked with a software vendor and the way he set up remote desktop (VNC) it was completely safe. He was able to gather information to fix the beta version of his program that I was using. We had several sessions and we could chat, I watched what he did, and I could gain control of the mouse at any time. I could stop the session if I wished, etc. It is a great tool. There was no other way that would have really worked for him to gather the needed information. We had been trying to solve the problem by more "conventional" methods to no avail. I learned a lot from the experience and I would do it with Dell if it was a USA based XPS tech.

possum0550 · one bitch wonder Joined: 02 Dec 2006 Posts: 3

Squirrel, by chance were you talking to someone over seas saying you had to pay? I can personally speak to the fact that you should not have to pay for it. I mean I work tech support, and I don't want your money honestly. I want to help you and make sure your happy, you already paid for a system that is supposed to work, and if it doesn't every tech out there should bust there ass to give you every option possible and resolve your issue, dellconnect or not.

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1516

The only time you'd have to pay to get tech support, and this would include the Dell Connect tool if needed, is if you need the services of Dell On Call.

DoC is advanced software support for issues that aren't covered by your service warranty. This is where the fee comes in. Regular hardware techs have access to the same tool and can use it without the fee if it's an issue that they handle in their department.

If you're told that this is the ONLY way to get access to Dell Connect is to pay, this is false. ALL Dell reps have access to the tool. Paid and free support alike.