Dell complaints

HellComputer · Dances with Hate Joined: 16 Feb 2006 Posts: 224

Had a dead laptop - no power nuthin, (ever since a drink was spilled on the keyboard)
Finally looked up the support number on the website, also saw it was still in warranty.
Called them up. only 4 or 5 selections, on hold for about 4 minutes.
Line said the call center was in Atlanta.
American sounding guy took my info, created a case number, transferred me to a technical support guy, On hold for 3 or 4 mins.
Line said welcome to Atlanta tech support. American sounding guy answered the phone. He could not find my case number, so created a new one. He found all my customer information in the system. I told him that the battery was good, so he decided to bypass that part of the script. Told me to remove the battery, press the power button 10 times and re-insert the ac adapter. laptop came back to life. Hell if I know why.
Then tech went on to explain the issue, suggested I go and download latest updates for the laptop, and explained how to do it. Said that there was a overvoltage protection circuit in the system that needed to be reset. Explained his logic, why he bypassed the battery test stuff. Apparently he was allowed to actually think on his own. I said thanks a lot, and ended the call. This was first rate folks. Very polite, fast, very professional, I could understand them, and they worked around the tool problem. Think my next laptop will be a Dell? Nope, this was for an IBM Laptop. This was IBM support.

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

biff's buddy · Hates with a Vengance Joined: 02 Mar 2008 Posts: 63

Wow... when IBM gets lauded for draining flea power, you KNOW there's trouble in techtown! I heard of an IBM that has been error free for almost a week .... I heard of an IBM that has been error free for almost a week ..... I heard of .......

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

biff's buddy · Hates with a Vengance Joined: 02 Mar 2008 Posts: 63

hmmmm ..... smells of chkdsk /r

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

HellComputer · Dances with Hate Joined: 16 Feb 2006 Posts: 224

You guys missed the point entirely. What was amazing is that I got US tech support after nearly no hold, I could understand the guy, he could work around the system glitch, was not forced to follow the scripts, did not try to sell me anything, and he was pleasant and helpful. The problem and the fix is not the issue here. It is the experience.

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

biff's buddy · Hates with a Vengance Joined: 02 Mar 2008 Posts: 63

I got the message too HC, and as a former Dell tech, I have left MANY clients with a wonderful feeling in their heart, and a piece of crap on their desk. This is exactly the kind of fix that we in Ottawa were providing to clients regardless of warranty status OR manufacturer. In fact, as long as you had one Dell under warranty, I was compelled to support ALL Intel computers running XP or later in your home. HC, I am thrilled that your PC is bootable, I am interested in knowing what further troubleshooting was done to isolate the underlying issue. I could literally keep you going with these types of "fixes" until your warranty expired ......... hmmmmmm, perhaps IBM is taking a page from Mikey's playbook..

HellComputer · Dances with Hate Joined: 16 Feb 2006 Posts: 224

OK,

Someone out there that has a Dell laptop in warranty, please call up support with the same issue, and report back here how it goes.

1 How long on hold.
2 How many transfers
4 How many times do you have to give your information
5 How long in the call
6 Routed to india?
7 Understand the guy
8 Is he rude or polite?

Lets just hear some real-life comparison.
Sorry I cannot do it myself, as I no longer allow dell products, the dell logo, or anything from dell in my house. All Dell advertisements are used for generating heat in the winter, and for the bottom of our bird cage.

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

lta · Posted: Wed Aug 06, 2008 11:23 pm Post subject:

drawmada · Regular Hater Joined: 27 Aug 2008 Posts: 38

Too bad that some people hate tech support. Never had problems with them, although I only called twice for bad keyboards. Replaced promptly no questions asked. Only thing I wish Dell would do is stop putting Seagates in their computers, cause when they fail, you have to buy another one when you are out of warranty. I have one computer which had a Seagate, and had to replace the drive 2 years after having purchased it. Put a Western in and no problems since. All my other Dells had Western not covered by the OEM warranty of 1 year and funny thing they never failed! Could be why I love my Dells. I am writing presently on a Inspiron 1150 which is going to be 4 years old in October, and it is still running like new. Never had one thing go wrong with it! My only computer which failed was a Dimension 2400 which blew a motherboard. Oh I did call Dell for that one and even though it was no longer under warranty, I did receive help for it. No boards available for it ... so the tech suggested I go buy a clone board, which I did ... just for that they got my business again. My wife bought an Inspiron 1525 with ubuntu. It runs beautifully!