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Dell customer supportThis forum post has messages dated from 01/27/07 through 02/10/07, please be sure to read all the messages. If you feel it is old or outdated, please follow up with a question or comment and someone may be able to update it, or reply with newer information if you have it. General - General
| Dell customer support There was I time when I wouldn't hesitate to buy a Dell computer and I have bought a range of desktops and laptops from them, but the outsourced offshore 'support' that one gets these days is just so poor that it is a real turnoff and I am seriously considering going elsewhere for my next purchase. |
| Interesting that you say that. Recently we sat on a call with Dell support for a good few hours (really) trying to make ourselves understood to some guy whose English was really pretty useless. Obvious that the guy was in India somewhere, and he was reading from some manual that he had in front of him rather than answering my questions. It was incredibly frustrating just getting him to agree that I needed a technician to call - which eventually was arranged. Surely if one pays for a service plan that calls for a technician to call at one's business address, there should be a simpler way of booking it without having to go through this incredibly tortuous route? |
| True, this is a big problem these days with Dell, although I must tell you that a while back I used a cleaning spray on my Dell Laptop screen and it somehow made it's way back up under the screen and left large annoying blotches all over the screen (I've since learned that one should never spray directly onto the screen, but rather onto the cleaning cloth). Anyway Dell sent out an engineer to look and he replaced the whole screen without any problem! I was very impressed expecting Dell to say it was my fault for using a liquid cleaner. But they gave me a new widescreen replacment without a moment's hesitation. So still sticking by Dell, despite the Indian connection! |
| I spent so long on the phone the last time I was talking to Dell tech support that I have those same doubts myself. The funny thing is that the technician took over control of my PC remotely. He then gave control back to me but I forgot that he was still monitoring my activity remotely. Anyway, a colleague sent me an instant message asking how it was going to which I replied via IM "it's painful. This is horrible". A minute later the technician said something that made me realize he was still watching my screen LOL. Needless to say, I watched my actions for the rest of the conversation. |
| What is customer service like with Dell's competitors? Is it any better than Dell's, or this now the default for all the big computer vendors? |
| I was wondering the same thing and did some research. Apparently there are different tiers of tech support and Dell consistently use the cheapest which is the worst. So I think while you'll still be online to India with other companies, you will probably have a better level of support than with Dell's crowd. |
| Dell are going through a slump right now and so everybody is bashing them. Sure the tech support is bad, very bad, but it's not necessarily that much better so don't expect great tech support at the competitors. |
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