Tech Support Fail

[arglebargle]

If you are going to go for ultra cheap Dells, you are going to get ultra cheap outsourced support. If you want to get good NA support, you have to help pay the wages of support staff there.

And as much as people complain about Dell support, the support staff has to put up with numerous computer idiots who are lucky to find the power button. Not to mention the scammers, the arrogant, rude yahoos, etc.

Dell has actually been moving some of their support back to the USA from their outsourced sites, but that doesn't mean every Dell computer is going to get it from the get go. If you have a real problem and start out with troublesome Indian support, you're best bet is to escalate. But that will cost you some of your time and patience as the trade off.

 

[silverbear]

That's a load of crap. I work with Dell everyday and have never had a problem they did not fix even when I have bought a consumer line product. The machines we usually buy are the corporate line and when I have to call them I get to someone in Austin, Nashville, or OKC that speaks perfect English. Just because you had a bad experience with them doesn't mean the company is bad.

I didn't mean to go off on a rant on you I just get tired of hearing that Dell is some evil monster that doesn't take care of their customers because I know for a fact it's not true.

/rant

I always found Dell's tech support to be efficient, too...

 

[silverbear]

I have a Dell Dimension 8400 that's limping towards the finish line. When I upgrade later this summer, it wont be another Dell.

If I get around to upgrading some day, it won't be Dell either, but that doesn't mean I'm dissatisfied with them...

Nope, the only reason it won't be a Dell is I discovered the Cyperpower website; those folks will let you choose practically EVERYTHING; they offer you choices in towers, motherboards, the works... it's like building your own PC from scratch, only having experts do the work for you...

 

[ScipioCowboy]

If you are going to go for ultra cheap Dells, you are going to get ultra cheap outsourced support. If you want to get good NA support, you have to help pay the wages of support staff there.

This.

One can't complain about outsourcing and then expect the same inexpensive cost when the service or product isn't outsourced.

 

[silverbear]

Ohhhh, I don't know, I think it'd be kinda cool to have a computer made of LEGOS?

I had a Go-Kart made out a pickles once, Chuck.

Gherkin, dill or bread and butter??

I'm guessing dill pickles work best for Go-Karts...

I relish the thought of your response...

You may groan now...

 

[silverbear]

My friend worked at Dell Tech Support in Austin for years.

And how is Rajib??

 

[Faerluna]

And how is Rajib??

Rajib, aka Ed, moved on a few years back and is now at Rackspace in San Antonio.

Wise acre! :

 

[bbgun]

If I get around to upgrading some day, it won't be Dell either, but that doesn't mean I'm dissatisfied with them...

Nope, the only reason it won't be a Dell is I discovered the Cyperpower website; those folks will let you choose practically EVERYTHING; they offer you choices in towers, motherboards, the works... it's like building your own PC from scratch, only having experts do the work for you...

I visited that site, but it seemed like it was geared towards gamers. Lots of tricked out towers and things like that.

 

[CowboyMike]

For the record, this is the third Dell I've purchased (technically the fifth since this laptop has been replaced twice over the last four years due to equipment failure.) At the time of purchase, Dell tech support was not outsourced and I was very happy with their service and quality of product. Since then I've noticed a severe decrease in their quality of product from one laptop to the next. My first laptop was a much more solid, well built machine than my current one.

Now, Dell does not outsource their business/corporate tech support, which is why those of you that do have them get the guys in Austin. Consumer line stuff is outsourced regardless of what warranty/service you buy. I purchased the top warranty and tech service available, and I still, obviously, get outsourced support.

On average it takes me about three tries with different agents before I get a satisfactory service. This will be the last Dell I purchase when the four year warranty is out (150 days from now) and the system dies (which I am guessing will be in 151 days.)

 

[CowboyMike]

If you are going to go for ultra cheap Dells, you are going to get ultra cheap outsourced support. If you want to get good NA support, you have to help pay the wages of support staff there.

And as much as people complain about Dell support, the support staff has to put up with numerous computer idiots who are lucky to find the power button. Not to mention the scammers, the arrogant, rude yahoos, etc.

Dell has actually been moving some of their support back to the USA from their outsourced sites, but that doesn't mean every Dell computer is going to get it from the get go. If you have a real problem and start out with troublesome Indian support, you're best bet is to escalate. But that will cost you some of your time and patience as the trade off.

I bought a top of the line Dell and the very best support and warranty they offer, like I said above. I have never, ever, no matter how far I go, one time being transferred eight times, gotten someone to help me that was actually American. They are all outsourced when it comes to consumer products. The only way someone will get someone in the USA is through their business computer line.

Most of the time I know what is wrong with the computer, I just need to get it through their skulls what needs to be done so I can actually have the service of a replacement part sent.

I even tried calling the actual repair depot once, in Austin. It took me forever to track down the actual number to the actual building. The call was redirected to India.

 

[SaltwaterServr]

Dad's company runs around a dozen Dell's. All my machines have been Dell as well. The first monitor I bought from them in 2001 just gave up the ghost 3 weeks ago, just short of it's 9th birthday.

When I was in San Marcos, I had purchased an HP color laser printer business class model through the Dell website. Two days after I had it, it crapped out. I called Dell that morning, and that AFTERNOON a Dell van pulled up to the apartment and unloaded a new one, hooked it up, and took the other one away. That's service, and I'm a customer for life.

I've only called tech support a few times, and it's always Americans on the other end of the line. It helps if you know where to search for the NA tech support line on Google.

 

[rkell87]

Dad's company runs around a dozen Dell's. All my machines have been Dell as well. The first monitor I bought from them in 2001 just gave up the ghost 3 weeks ago, just short of it's 9th birthday.

When I was in San Marcos, I had purchased an HP color laser printer business class model through the Dell website. Two days after I had it, it crapped out. I called Dell that morning, and that AFTERNOON a Dell van pulled up to the apartment and unloaded a new one, hooked it up, and took the other one away. That's service, and I'm a customer for life.

I've only called tech support a few times, and it's always Americans on the other end of the line. It helps if you know where to search for the NA tech support line on Google.

did you purchase through your dads company? id assume so since it was business class model?

like i said my girlfriend gets great service, i dont and i know what the difference is. we also live in san marcos btw you would think it would be cheaper to direct my call to austin lol.

 

[SaltwaterServr]

did you purchase through your dads company? id assume so since it was business class model?

like i said my girlfriend gets great service, i dont and i know what the difference is. we also live in san marcos btw you would think it would be cheaper to direct my call to austin lol.

No, I purchased it for myself. I figured out that the number of color pages I was running on a POS inkjet was costing me more than a $2500 color laser would once you figured out the cost per printed page. The printers on ink jet are cheap, they get you on the backside with the ink cartridges. The toner cartridges for the laser were around $110 a piece, but they ran 3500 pages.

I had a friend who worked for Dell at the time who said that Dell ran service vans close to home for local service.

Back when AT&T had their business customer service in India Dad packed up every phone we had and dumped it at the local office's front door when we were having issues with them. He's not particularly cosmopolitan (think Quint from Jaws) and wouldn't stand for not being able to understand the guy supposedly trying to give him instructions to reset the network's caller i.d. base area code. It was one of the reasons we switched to Dell for the business.

 

[Yeagermeister]

but you said you had consumer line products as well. my point was that your experience with dell is different than what would prolly be the majority of other peoples experiences for a reason. i would imagine you buy your consumer products through your company like my girlfriends dad did which would be why you still have no problems. but i could be wrong.

The consumer machines I have bought were purchased straight from their website not through our company.

 

[the kid 05]

i like their monitors...

 

[rkell87]

The consumer machines I have bought were purchased straight from their website not through our company.

and you get directed to america when you have problems with the consumer models?

 

[CowboyMike]

and you get directed to america when you have problems with the consumer models?

Highly doubtful. I don't see how that can happen unless they paid for that particular extra tech support they offered a few years back. Imagine that? Pay 100 bucks extra just so you can talk to an american. They even stopped offering that feature, though.

 

[rkell87]

Highly doubtful. I don't see how that can happen unless they paid for that particular extra tech support they offered a few years back. Imagine that? Pay 100 bucks extra just so you can talk to an american. They even stopped offering that feature, though.

this is what i thought too, i remember some tech support package being offered but i was trying to find it last night and couldnt.