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Dell Support not what it used to be.
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Posted by: jack007
I recently called Dell Canada to help me with my Cd Rw problem. Not go into to much detail, My cd rw suddenly stopped playing readable only CD roms, but i can still opene data cd's. Anyways, it's probably been 2 years since i called Dell for assistance. Usually the service is impeccable, (If it is a GUY who answers the phone, not being sexist but just my experience). If he can't fix it straight up, he'll go around some way and fix the problem, which is super cool. Today i called Dell "Canada" and ended up speaking to this female from India. First off they have brittish accents. Nothing against but it doesn't sound very familiar. Secondly, they seem like they're reading Notes. Do you know what her solution was?? I had to explain to her that it was probably the drivers. Then she asked me if was running Roxio to open the cd??? Then she said if it doesn't open by "Autoplay" U have to open it by clicking "MY Computer" and then double clicking the D drive. OMFG. When I explained to her that it was blank in the window, even though the cd-rom was in, She said that's all she could do. That's the only way she knows how to install a driver!!! Apparently she's worked there for a year. Then she started her escape by telling me you may need to reinstall ur original operating system Windows ME... and so on. But before all this she told me she was gonna send a new CD-rw to my house even though my warranty was well passed its time. She actaully called me back a few hours later that i would have to purchase this from Dell. And then i explained to her that all I wanted was assistance, and she said that she gave me it, (as in double clicking the D drive)!!!
No offence to these people from India, but they aren't exactly born with a computer. The first time they probably looked at at a computer was in College learning their computer skills. They really don't know how to assist people only how to read online information. Overall the computer is great, but i also enjoyed the fact that they had this great technical support system. Maybe it was my bad luck getting that person, but when i call again if it's the same idea, That's the last time I'm gonna Buy from Dell.
Posted by: bLaCkOuT
I'm not sure if this is a business only number, but I never have to deal with the accents anymore. I recall someone telling me (Our Dell rep probably) that they received too many complaints.
Remember, all kinds of people call Dell for tech support since its free (Unlike Microsoft). They will start with the most basic, assuming you know practically nothing about computers and then go from there. What I do is tell them outright that I'm at IT tech and then tell them what I've done. They then change their method of approach.
I've called Dell 3 times this month and haven't had any trouble at all. 1(866)371-6655 option 2 for tech support, option 3 for customer support.
Posted by: b00tz3xor
No worries on the Dell support word is that they've gotten so many complaints they're moving all their call centers back to the US out of India... They seeing dramtic loss in revenue due to their tech support agents and people shying away from purchasing a Dell from word of mouth about their service and how horrible it is.
Posted by: castlerock
Hey I like talking to Hajabeb! It makes for great entertainment when your already pissed off from racking your brains out over a problem, waiting for an hour to actually get to talk to a real person and then find you can't understand a single thing they are saying. Whats even better is when THEY tell you they don't understand YOU!@#$$ Love it. I guess nobody has "good" service anymore though. I also like how they make you say you name to a recording, then your phone number, then some other crap, and when you get to talk to someone, they ask you the same damn questions over again...
Posted by: jack007
Maybe i can try the number you put up blackout, but i'm from Canada and Canadians don't seem to complain as much.(not neccesarily a good thing in this case) so i don't see Dell Canada shifting its jobs back to Canadians. N e ways i'll give them another call.
Posted by: compukeith
It kind of like a gamble when I call Dell. Sometimes I win (and no offense) and I get an American. Other times I get someone from some far off country. Every time I get someone who's not in America, they constantly tell me that they can't hear me. I've had instances where the Dell tech actually told me he'd call me back just so her could hear me. I've had to repeat myself about 4 times before they even begin to get my service tag correct. It's getting pretty anoying but the last couple times I've called, I've been lucky and have been able to get an American. If I do, it's pretty much smooth sailing from there. The last tech I got a hold of gave me his extension so I could reach him directly.
Posted by: phonejock
If you purchased your Inspiron or Dimension computer from Dell Home Sales, you will always be routed overseas and responses are scripted. You can call in and purchase express tech support, located in Nashville, Tn. It is $39 per year and you will get an express service code to enter in to the tech support queue. The support that comes with all Dimensions and Inspirons is now only for the term of the warranty.
If you purchase a Dimension or Inspiron on the business side of the website and only purchased the Basic plan your tech support will be outsourced. If you purchased any plan labeled Standard or Premium, they come with Gold Tech Support. Gold tech support features under 2 min hold time. unscripted responses, software support, level II technicians (MCSE, etc). This support is located in Round Rock, Texas at main headquarters.
If you purchase a Latitude or Optiplex or Precision workstation from the business side of the website they all come with lifetime tech support. They all come with 3 year onsite service with Basic tech support which is outsourced. Upgrade to the Standard or Premium service plan on any of these machines and Gold Tech support lifetime comes with those service plans.
So if you call in for the "399 special" or the "one you saw on TV" you will get what you pay for - OUTSOURCED TECH SUPPORT!!
So break down and pay that extra $2 a month that will get you good service and keep jobs in America!!!
Posted by: Zakir
I'm sorry, but I will never buy from dell and I don't recommend anybody I ever meet to buy from Dell. I have spent the last 27 hours of my life fighting with dell, (all over seas) about my Insprion notebook, which had a bad motherboard. It has taken 9 months for them to repair this problem, sent my computer to their support center twice, I have been hung up on 4 times, and transfered to the wrong department 17 times. I have been told that I would be called back by a manager 3 times and never received a call. I have called the Dell headquarters 4 times, who will not come to any solution and just keep making up excuses. I had to explain to the Dell person (who was definetely not named "Ann") the different types of ram. Everytime I talk to somebody, I am told to talk to another department (half of which, don't even exist) I have honestly never had a worse technical support experience in my life. (and yes, if it wasn't a notebook computer, I would have built it.) So, my solution was to report them to the better business bureau and tell every person I meet not to by a Dell.
Sorry, I got a little carried away, but that's my experience.... (in the last 2 weeks.)
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