Dell customer service

Azzy · 07-12-2007, 01:52 PM

As much crap as they get from everybody, this morning we needed to get a replacement motherboard from Dell for a server. 5 minutes in a chat box, and I now have a new motherboard already mounted in a case shipping here next day air.

If you ever buy from them, do it through the small biz side. American support, and fast support.

Mobey · 07-12-2007, 02:00 PM

I have had some of the best on site support from Dell. I have never had to wait more than 24 hrs for repairs and/service on equipment. Their phone service lacks a bit due to them covering all the bases with questions you have already addressed or forcing you to check something you already tried but I understand the necessity of it. I buy Dell equipment for all my customers for this reason only. I just believe you cant beat their on site support.

saharajunkee · 07-12-2007, 02:39 PM

The last company I worked for was primarily Dell on server and client side. Server side support was generally very good. It was the client side support that was a pain in the arse. I heard the business side of support in general has gotten a lot better; though I hear the general public still complaining.

Azzy · 07-12-2007, 02:41 PM

You know though, I get frustrated with general public support, when Im doing the support.

Server and client wise, I have never had an issue.

Jesterbuilt · 07-12-2007, 02:49 PM

I've had nothing but heartache from Dell.
I bought a new laptop a few months ago. Out of the box the cooling fan was rubbing against the frame. Loudly! After 2 calls and on hold for almost 2 hours the support tech had no clue. I was totally clear on the issue. Did everything he asked, and his final suggestion to me was, pull the battery for 20 seconds. I calmly explained to him for the thousanth time. "It's not a software issue!" He scheduled a time to call back and low and behold. No call back.
HP tech support is far superior in my opinion.
I am very lenient to phone support. I used to do it for a Industrial machinery company. And noone that I talked to even knew what the hell a computer was...

Azzy · 07-12-2007, 02:55 PM

Thats where chat support comes in handy.

Also, did you go through normal dell support, or through the buisness side?

netsurferdude2 · 07-12-2007, 03:07 PM

When I had my Dell, the tech support and tips were fine but I couldn't understand them! Out of the 6 times I had to call them, 4 of those were to an person with a strong accent. They got my computer working, they sent me new parts and put up with my calls, but I just couldn't hear what they were saying.

custar · 07-16-2007, 01:00 AM

I will never buy a Dell, partly due to their customer support. I bought a laptop a few years ago. In the first four months of using it, it was down so much I was only able to generate 5 letters in 4 months. I spent countless hours on the phone with tech geeks who were nice enough but thought reloading Windows was some sort of miracle cure. I must have reloaded Windows a dozen times before I refused to do it again. During that time, Dell sent me every single item they felt a user could swap out. Granted, Dell did send each item free of charge and did pay the return postage. Finally, after a few more months of fighting and resorting to threats, Dell replaced my laptop with a refurbished model. It has one of the best screens I have ever seen in a laptop, but the software won't size the image to fit the entire screen. I have tried endless hours of rummaging around through Windows to fix this, with tech help and on my own.

custar

Kindred · 07-16-2007, 10:51 AM

Most definitely!
We have full blown corporate support which was great until it got moved overseas. At that point it go so bad that we were actually going retail to buy replacements for parts that were under warranty!

Apparently we weren't the only ones complaining, because all corp support got moved back state-side after a few weeks.

Haven't had a single complaint since then!

Azzy · 07-16-2007, 11:35 AM

Update....

replacement board has a bad drive controller. Yep, same issue. Not as bad, because we get 9 hours of uptime as compared to the 1 before. Switched over toa via raid card, and running smooth... and on hold. Dell's been gettign an earfull from me with every rep that transfers me.

Grrrr.....

Dont send refurbished for warranty replacement!

07-12-2007, 01:52 PM	#1 (permalink)
Azzy Mod-O-Rator Join Date: Mar 2006 Location: Finleyville, PA	Dell customer service As much crap as they get from everybody, this morning we needed to get a replacement motherboard from Dell for a server. 5 minutes in a chat box, and I now have a new motherboard already mounted in a case shipping here next day air. If you ever buy from them, do it through the small biz side. American support, and fast support. __________________ Bryan "Azzy" Spiegel Riverside Renegade Paintball / C.C. S.V.S. Plankowner - LPPC#6 "It is my right to be uncommon—if I can. I seek opportunity—not security. I do not wish to be a kept citizen, humbled and dulled by having the state look after me. I want to take the calculated risk; to dream and to build, to fail and to succeed. I refuse to barter incentive for a dole. I prefer the challenges of life to the guaranteed existence; the thrill of fulfillment to the stale calm of utopia. I will not trade freedom for beneficence nor my dignity for a handout. I will never cower before any master nor bend to any threat. It is my heritage to stand erect, proud and unafraid; to think and act for myself, enjoy the benefit of my creations and to face the world boldly and say, “This I have done.” - Dean Alfange

07-12-2007, 02:00 PM	#2 (permalink)
Mobey MCB Member Join Date: Dec 2006	I have had some of the best on site support from Dell. I have never had to wait more than 24 hrs for repairs and/service on equipment. Their phone service lacks a bit due to them covering all the bases with questions you have already addressed or forcing you to check something you already tried but I understand the necessity of it. I buy Dell equipment for all my customers for this reason only. I just believe you cant beat their on site support. __________________ New and improved BZ2407 My feedback

07-12-2007, 02:41 PM	#4 (permalink)
Azzy Mod-O-Rator Join Date: Mar 2006 Location: Finleyville, PA	You know though, I get frustrated with general public support, when Im doing the support. Server and client wise, I have never had an issue. __________________ Bryan "Azzy" Spiegel Riverside Renegade Paintball / C.C. S.V.S. Plankowner - LPPC#6 "It is my right to be uncommon—if I can. I seek opportunity—not security. I do not wish to be a kept citizen, humbled and dulled by having the state look after me. I want to take the calculated risk; to dream and to build, to fail and to succeed. I refuse to barter incentive for a dole. I prefer the challenges of life to the guaranteed existence; the thrill of fulfillment to the stale calm of utopia. I will not trade freedom for beneficence nor my dignity for a handout. I will never cower before any master nor bend to any threat. It is my heritage to stand erect, proud and unafraid; to think and act for myself, enjoy the benefit of my creations and to face the world boldly and say, “This I have done.” - Dean Alfange

07-12-2007, 02:49 PM	#5 (permalink)
Jesterbuilt WGP whore Join Date: Mar 2006 Location: Everett, WA.	I've had nothing but heartache from Dell. I bought a new laptop a few months ago. Out of the box the cooling fan was rubbing against the frame. Loudly! After 2 calls and on hold for almost 2 hours the support tech had no clue. I was totally clear on the issue. Did everything he asked, and his final suggestion to me was, pull the battery for 20 seconds. I calmly explained to him for the thousanth time. "It's not a software issue!" He scheduled a time to call back and low and behold. No call back. HP tech support is far superior in my opinion. I am very lenient to phone support. I used to do it for a Industrial machinery company. And noone that I talked to even knew what the hell a computer was... __________________ Boy, the next words out of your mouth better be some brilliant Mark Twain S**t. Cuz it's definately gettin chisled on your tombstone. Had it been a blind body and not blue I would of jumped on it like an eithiopian on a steak dinner. My Ex-Wife is ungrateful She Never Used the Wedding present I bought her......A COFFIN http://www.myspace.com/baconfiend http://www.mcarterbrown.com/forums/f...ht=jesterbuilt

07-12-2007, 02:55 PM	#6 (permalink)
Azzy Mod-O-Rator Join Date: Mar 2006 Location: Finleyville, PA	Thats where chat support comes in handy. Also, did you go through normal dell support, or through the buisness side? __________________ Bryan "Azzy" Spiegel Riverside Renegade Paintball / C.C. S.V.S. Plankowner - LPPC#6 "It is my right to be uncommon—if I can. I seek opportunity—not security. I do not wish to be a kept citizen, humbled and dulled by having the state look after me. I want to take the calculated risk; to dream and to build, to fail and to succeed. I refuse to barter incentive for a dole. I prefer the challenges of life to the guaranteed existence; the thrill of fulfillment to the stale calm of utopia. I will not trade freedom for beneficence nor my dignity for a handout. I will never cower before any master nor bend to any threat. It is my heritage to stand erect, proud and unafraid; to think and act for myself, enjoy the benefit of my creations and to face the world boldly and say, “This I have done.” - Dean Alfange

07-12-2007, 02:39 PM	#3 (permalink)
saharajunkee Newbie Join Date: Dec 2006	The last company I worked for was primarily Dell on server and client side. Server side support was generally very good. It was the client side support that was a pain in the arse. I heard the business side of support in general has gotten a lot better; though I hear the general public still complaining.

07-16-2007, 01:00 AM	#8 (permalink)
custar Seasoned Member Join Date: Apr 2006	I will never buy a Dell, partly due to their customer support. I bought a laptop a few years ago. In the first four months of using it, it was down so much I was only able to generate 5 letters in 4 months. I spent countless hours on the phone with tech geeks who were nice enough but thought reloading Windows was some sort of miracle cure. I must have reloaded Windows a dozen times before I refused to do it again. During that time, Dell sent me every single item they felt a user could swap out. Granted, Dell did send each item free of charge and did pay the return postage. Finally, after a few more months of fighting and resorting to threats, Dell replaced my laptop with a refurbished model. It has one of the best screens I have ever seen in a laptop, but the software won't size the image to fit the entire screen. I have tried endless hours of rummaging around through Windows to fix this, with tech help and on my own. custar

07-16-2007, 10:51 AM	#9 (permalink)
Kindred Mod & Underwear Model Join Date: Mar 2006 Location: Neshanic Station, NJ	Most definitely! We have full blown corporate support which was great until it got moved overseas. At that point it go so bad that we were actually going retail to buy replacements for parts that were under warranty! Apparently we weren't the only ones complaining, because all corp support got moved back state-side after a few weeks. Haven't had a single complaint since then! __________________ Strive for that moment when you're only a slice of pizza and a hooker away from paradise.

07-16-2007, 11:35 AM	#10 (permalink)
Azzy Mod-O-Rator Join Date: Mar 2006 Location: Finleyville, PA	Update.... replacement board has a bad drive controller. Yep, same issue. Not as bad, because we get 9 hours of uptime as compared to the 1 before. Switched over toa via raid card, and running smooth... and on hold. Dell's been gettign an earfull from me with every rep that transfers me. Grrrr..... Dont send refurbished for warranty replacement! __________________ Bryan "Azzy" Spiegel Riverside Renegade Paintball / C.C. S.V.S. Plankowner - LPPC#6 "It is my right to be uncommon—if I can. I seek opportunity—not security. I do not wish to be a kept citizen, humbled and dulled by having the state look after me. I want to take the calculated risk; to dream and to build, to fail and to succeed. I refuse to barter incentive for a dole. I prefer the challenges of life to the guaranteed existence; the thrill of fulfillment to the stale calm of utopia. I will not trade freedom for beneficence nor my dignity for a handout. I will never cower before any master nor bend to any threat. It is my heritage to stand erect, proud and unafraid; to think and act for myself, enjoy the benefit of my creations and to face the world boldly and say, “This I have done.” - Dean Alfange