I'm impressed with Dells' Technical Support

[molala]

Yea, I know I'm going to get flame or people who hates Dell disagree. But here's my experience:

The adapter of my laptop died yesterday so I called them around 2pm in the afternoon. Talked for long with the agent, my phone got cut off and he called me back. The agent was really pleasant and polite throughout the conversation and so was I. At the end, I was told that the new adapter will arrive in 2-3 business days, so I was ready to not to have a laptop to use for the weekend. However, my adapter arrived in less than 24 hours later. All I need to do now it to schedule a pick up to ship back the defective adapter! I'm really impress with how fast it arrived.

Note to self and others: always be nice to the CSR!

[bylo]

But here's my experience:...I had the same pleasant experience with a defective hard disc right down to the replacement arriving within 24 hours of my call.

Note to self and others: always be nice to the CSR!Absolutely!

[7jaii]

Customer service & Tech support varies but it's more often good vs. bad. Most RFDers purchase from all levels of retail and considering how much RFDers purchase from Dell...and there's not too many complaints.

When you consider purchasing their business line means "30 Days Return with No Restocking Fee" that's pretty good. I've had my share of low-IQ Dell reps but Free Shipping wins me over. And top it off with no-fee RMA how can you pass up a $309+TAX Desktop PC or $399+TAX Laptop?

Not quite a fanboy, but Dell's a reliable retailer compared to competitors and local stores.

[Max62]

I've had Dell CSRs waste my time by putting me on hold and transfer between departments for close to an hour just to say we're now closed. Yeap I was calling them in the evening and I was put on hold 5 times until they closed their office.

The same guy who was processing my order, at last, asked me to hold, then picks up the phone and tells me that they are now closed. Not cool after an hour of hold games.

I was looking to buy a new laptop and I needed more information on the time of memory the video card was using. I filed a complaint and much good that did. I'm not on their marketing phone list, they've called me 4 times already asking if I'm interested of buying a Dell computer.

Hell no! I bought Lenovo instead.

PS. I've bought 5 Dell computers (3 laptop and 2 desktop) in the last 10 years and had wonderful Canada-based CSRs answer my calls and take care of my computer needs. The recent order clearly was answered by an underpaid and under-trained India-based CSRs. Never buying Dell.

Dell can burn

[Troi]

i've had dell csrs waste my time by putting me on hold and transfer between departments for close to an hour just to say we're now closed. Yeap i was calling them in the evening and i was put on hold 5 times until they closed their office.
<snip>
the recent order clearly was answered by an underpaid and under-trained india-based csrs. Never buying dell.

Dell can burn

^+1

[Sniper001]

I've had Dell CSRs waste my time by putting me on hold and transfer between departments for close to an hour just to say we're now closed. Yeap I was calling them in the evening and I was put on hold 5 times until they closed their office.

The same guy who was processing my order, at last, asked me to hold, then picks up the phone and tells me that they are now closed. Not cool after an hour of hold games.

I was looking to buy a new laptop and I needed more information on the time of memory the video card was using. I filed a complaint and much good that did. I'm not on their marketing phone list, they've called me 4 times already asking if I'm interested of buying a Dell computer.

Hell no! I bought Lenovo instead.

PS. I've bought 5 Dell computers (3 laptop and 2 desktop) in the last 10 years and had wonderful Canada-based CSRs answer my calls and take care of my computer needs. The recent order clearly was answered by an underpaid and under-trained India-based CSRs. Never buying Dell.

Dell can burn
+1. Honestly Dell's customer service is lousy and everyone you speak to there is from India. SAME thing happened to me, everytime I call them I speak for about 5 hours (constant transfers), it's a BIG pain.

[bylo]

I bought Lenovo instead.
So, was a Lenovo CSR able to give you that information?

[freebie]

I bought a laptop from Dell and one of the keys on the keyboard didn't work. So since it's brand new, I thought Dell should be responsible for it.

I called up their Customer Support line and was eventually transferred to their tech support in India. The guy instructs me to boot to diagnostic mode and let the self-tests run. After a few minutes he gets impatient and pushy as if I'm slowing down the computer's self-diagnostic. :confused: :lol:

Eventually it reaches the keyboard-testing part and prompts me to press every letter/number/symbol on the keyboard. Everything works except the b0rked key... because well it's borked. So I can't finish the keyboard test, and the support guy tells me to quit the diagnostic and give him the error code.

I give it to him and he spends like 5 minutes looking it up and comes back and says... "the error code says you quit the diagnostic. Why the heck did you do that?!" I respond that yes, the keyboard test couldn't be completed because one key doesn't work and you told me to abort the test. The guy was totally bewildered and confused and upset that it was rather quite hilarious. :lol:

Long story short... I'm can't say anything positive about their technical support.

[Cataha]

I bought a laptop from Dell and one of the keys on the keyboard didn't work.

...

Long story short... I'm can't say anything positive about their technical support.

What are you talking about? I'd pay for that sort of entertainment! :lol:

[ihsn]

I bought a laptop from Dell and one of the keys on the keyboard didn't work. So since it's brand new, I thought Dell should be responsible for it.

I called up their Customer Support line and was eventually transferred to their tech support in India. The guy instructs me to boot to diagnostic mode and let the self-tests run. After a few minutes he gets impatient and pushy as if I'm slowing down the computer's self-diagnostic. :confused: :lol:

Eventually it reaches the keyboard-testing part and prompts me to press every letter/number/symbol on the keyboard. Everything works except the b0rked key... because well it's borked. So I can't finish the keyboard test, and the support guy tells me to quit the diagnostic and give him the error code.

I give it to him and he spends like 5 minutes looking it up and comes back and says... "the error code says you quit the diagnostic. Why the heck did you do that?!" I respond that yes, the keyboard test couldn't be completed because one key doesn't work and you told me to abort the test. The guy was totally bewildered and confused and upset that it was rather quite hilarious. :lol:

Long story short... I'm can't say anything positive about their technical support.
I had a similar experience: http://www.redflagdeals.com/forums/showthread.php?t=727570

But only worse.

[Max62]

So, was a Lenovo CSR able to give you that information?

Lenovo had an intel gfx card. it did not matter what memory it had. it is slower than discrete one dell had, but could tell what memory it had.

Either way I got a better deal on lenovo

[MaxPower19]

Dell's customer service 8 years ago was very good, but now its so bad I dont buy from them anymore. Now with Lenovo and their customer support is fantastic.