Dell Tech Support

[MaduroBU]

I call with a problem. I wait for 30 minutes. I get a kind Indian who is working the graveyard shift. I try to save some time by explaining that I have already taken the standard measures. I try to explain my actions in detail so that the kind Indian can have faith in the legitimate failure of those corrective measures. This has utterly no effect, and normally ends with something being replaced.

 

[eflow24]

My experience as well. They are better than most, however they have never fixed anything for me over the phone after waiting 30+ minutes. I always end up having to get something replaced.

 

[IcyHotStunta]

Just ask them to bring a service tech, though that might take a few days... Talking to someone over the phone who is based in India, very rarely helps solve your problems.

 

[dustin_c1]

My Dell experience:

I'm considering leaving the world of CRTs for LCDs. I'm not entirely convinced that's a good idea yet. The only panel that is of a high enough quality to make me consider leaving CRT screens is the new AU Optronics P-MVA 8ms 19" panel. I heard Dell's 1905FP is made from that panel. I call to find out.

It takes 4 calls.

Call #1, an American. Guy tells me that Dell makes all its parts, so this is a Dell panel. He just doesn't get that there are only a few makers of LCD panels in the world and Dell isn't one of them.

Call #2, an American on the sales team. He tries to tell me that it has x resolution and x response time, blah, blah, blah. Cut to the chase - is it the AU panel? He hangs up.

Call #3, an American. He says, "I don't know." "Can you find out?" "No."

Call #4, an Indian. "Give me a minute....yes...our parts database indicates that the 1905FPs that ship now are made with the AU Optronics panel."

Give me an Indian any day. The Indians are never stupid morons. They are never obviously at a job they don't want to be at. Sometimes they are inexperienced and hard to understand. That's the worst that can be said about them. American salesmen and tech support staff are almost always stupid and the salesmen never give a **** unless you are a big sale....in which case they'll suck you off if you ask them to.

Give it a few years and the Indians will speak with a more Americanized accent and will be much, much, much more experienced. Their American counterparts will still be morons who don't really want to be working ****** tech support jobs.

 

[RabidLonghorn]

Most companies are having their customer service done from India and Pakastan, the workers make about $1.50 an hour and they suck. I read where customer service numbers nation wide are the lowest ever because of this.

 

[TheYoungHorn]

Only experiences I have ever had with tech support were both with Indians all be it not Dell.

And neither were a help. Just a waste of freaking time.

One guy told me. I just needed to get a new computer. When the netgear stuff clearly said that this product would work with my computer.

And the other one the Netgear told me that he had no idea.

I fixed both problems my self.

 

[clevername]

Those damned people in India have reduced my mom to tears on numerous occasions. I watched her spend a good 3.5 hours on the phone once trying to get some help with her computer, all the while being transferred ad nauseum and having to constantly ask them what the **** they just said.

 

[superwick]

most of my experiences with the indian tech support people have been bad.. if you can somehow get bumped up to level 2 tech support they are almost always more helpful and located in america.

 

[Quagmire]

I work in IT and I call dell tech support monthly. Luckily the business tech sppt is in america. They are real easy to deal with and fix things fast.

 

[YChang]

like y'all wouldn't get crap tech support if it was still based in the states. Face it, unless you're a business client, tech support will be hit or miss.

 

[wherzwaldo]

Build your own computer. Be your own tech support.

 

[RabidLonghorn]

I will, if you pay for me to learn to build compters, then I can be my own tech support.

 

[BNB]

I worked for Dell and Sears tech support, like 7 or 8 years ago. Dell was just looking for people who were good with customer relations. In my cubicle, there were 4 people sitting around me who didn't know jack about computers and would try to find the answers on dells intranet. "has customer checked power cable? No, then ask....."

I refuse to call them anymore when I am working for someone, unless I have exhausted every other avenue. I look online, and usually I can find the answer, then if I need something replaced, I write down everything I have tried and call them and reel off everything and say I need this. Dell forums are pretty good, b/c usually someone has had the same problem as you.
I was really suprised. Especially when I went to Sears computer phone support and found people actually knew stuff about computers there.