Dell complaints

[loydb]

So I'm not a huge purchaser -- I buy a new system roughly every other month. Some for personal use, some for business use, some for family. This, apparently, is not a high enough threshold to get you out of off-shored hellish tech support.

Last April, I buy a new XPS laptop for my wife. In July, she pours a drink in it, it goes back, and I'm charged for a repair because I didn't buy the accidental damage coverage. Fair enough, my bad. As I'm navigating this process, I ask how much is it to add. I'm told that I can buy 1 year of "Complete Care" with accidental damage coverage for $119, which I do.

Cue forward to this weekend, when the laptop refuses to power on.

I call and spend 45 minutes on XPS support only to be told that my warranty expired 10 days ago. I point out the date on the warranty extension, the XPS guy says "Yep, looks wrong, but I can't fix it." I'm sent to "Customer Care". Two levels of "support" there, and they say "Well, someone will call you back within 72 hours".

The gentleman to whom I spoke the 2nd time claims that he's the "highest level employee" at the call center who will talk to me and that "he isn't allowed to call Dell corporate" about this, he can only email. I can see that Dell clearly thinks as highly of their offshore slave labor as I do.

So I'll sit here for 72 hours waiting for a call. My wife, a high school teacher and student at UT, will be using my laptop this week, but will be out of luck come Saturday when I have to leave town for business.

And when I order a new system next month, I can tell you who it won't be from.

loyd

[Mele20]

XPS support is not off shore. It is in Phoenix in the same room with repeat cue Dimension support.

This is the number you should be calling:

1-800-232-8544

[loydb]

Read the above. I started with XPS support at that number. They couldn't fix the warranty problem, only the offshore group could...

[DOC_Is_Evil]

All offshoring support is pretty bad, because no one is allowed to fix your issue...There's also been some problems with call routing lately, people going to the wrong departments (when it's not their fault), and winding up in the wrong support queue.