*RANT* Dell tech support is terrible!!!!!

[jmebonner]

ARRGHHHHHHHHHH!!!!!!!!!!

I spent almost three hours on the phone with dell today, just so I could end up fixing the problem MYSELF!

You can barely understand them, they're not friendly, and worst of all, they're incompetent! First tech guy tells me to do all kinds of stupid stuff, then tells me the HDD is bad, call sales and they'll issue a return order. I call sales, they have no idea what he's talking about, send me back to tech, 30 minutes hold time on every step. The next lady has me tdo all kinds of stuff the first guy didn't, still nothing. Finally, she puts me on hold, and I just figure it out myself. She comes back on and I told her that and she was like, okay, yeah that should work. Then she asks if I wanna take the survey....you better believe I wanna take the stinkin' survey lady. If they had had negatives on the satisfaction meter, it still wouldn't have been enough.
I believe I'l fire off a message to Michael Dell and let him now how displeased I am, think it'll help? At least they could give me a coupon or somethin!!!


ahhh, I feel much better.

[Wizzard~Of~Ozz]

That's why I only call tech support for 2 things.

1: to return defective equipment.

2: to see if my ISP is offline or it's just me. Generally know this one if the # is busy

Other then that hey that's what we're here for

Glad you got that off your chest tho.

[fritz the cat]

I've called on DELL three times now, for assorted problems. The first time I had a similar response as yours, round and round with
poor english speaking people who didn't know what was going on. After a couple hours on the phone they finally determined that the hard drive was bad, and sent someone out to replace it.
The second and third times were like a dream come true, Pleasent people, got right down to the problem and got everything straight and running. I thought DELL had gotten their
Support problems all fixed up. Maybe not?

By all means, send an E-mail telling them how unhappy you are, but remember, be nice about how you tell them your unhappy, if your too nasty, your complaint will probably just be deleted and you've just wasted your time.

[pickel]

That's why I didn't buy an overpriced laptop from Dell, or any of the major mfgrs. If you compared before you buy , you can save alot. Try out the tech support BEFORE you buy and save the aggrivation.

[jmebonner]

Will do, thanks for the support guys I'm still seething. I think I'll wait a few hours before I email them.

[jmebonner]

I'd used dells' tech support b4, about 5 yrs ago and it was great. And I did not buy an overpriced system, I build systems on the side for other people, so I know all about that, but this was a can't pass up deal.

[Knothead]

Originally posted by fritz the cat

By all means, send an E-mail telling them how unhappy you are, but remember, be nice about how you tell them you're unhappy, if your too nasty, your complaint will probably just be deleted and you've just wasted your time.

That's good advice, and very true!

The people who make an intelligent complaint, as free as possible of human emotion and reaction (meaning, PO'd-ness) are taken extremely seriously.

Sarcasm, and especially swearing, almost always get sent to "The Circular File"...

Edit: I know what you mean about "please stay on the line" time, though. There is no excuse for anybody to have to do that for more than 4 or 5 minutes.

[jmebonner]

Ya don't have to worry about me swearing, but I can still get the point across w/out being real nice. That's why I'm going to wait. When I do write, I'll be very professional.

[fritz the cat]

Originally posted by jmebonner
When I do write, I'll be very professional.

Let us know how they respond to your e-mail. I for one am quite curious as to what they will say / do.

[Knothead]

Very cool. I hope you make a positive effect.

Good idea, waiting to "cool off"....I rarely display that kind of sagacity, so it's impressive to me.