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Dell found guilty of fraud, and other charges
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Moderator  Join Date: Feb 2006
Location: on the verge of insanity
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I like my water with hops, malt, hops, yeast, and hops.
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Professional Poster
Join Date: Jun 2007
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interesting,
hopefully this will be a wake up call for many other companies, but I kind of doubt it.
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Mac Elite
Join Date: Sep 2006
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This one surprised me, Dell's warranty support is really good.
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Clinically Insane
Join Date: Dec 1999
Status:
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Their business accounts are pretty darn good. Dealt with Dell a lot at the other school I worked at (lots of broken something on all their products.)
However, on the occasion our rep was out and there wasn't someone to fill his spot, we'd sometimes call their normal tech support. Christ. You'd spend over an hour on the phone only to sometimes have it drop you. They give you a "number" to call back with, but it's just a generic extension for their department. It doesn't actually go to the same person you were talking to, so you have to explain everything again.
Their chat room support isn't too bad, but it can take a while to get someone even if there isn't a queue.
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"…I contend that we are both atheists. I just believe in one fewer god than
you do. When you understand why you dismiss all the other possible gods,
you will understand why I dismiss yours." - Stephen F. Roberts
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Administrator  Join Date: Apr 2001
Location: San Antonio TX USA
Status:
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They have some "interesting" ideas about non-business customer support. On the business side, I once ordered a laptop for my office and it came without the CD drive we expected. Turns out that the drive was an option, but they EXPRESSED it to us anyway. Why did they spend that much to send a $45 drive from Round Rock to San Antonio? Customer service! Fast forward to two weeks ago. I went to their support site looking for replacement rubber feet and screws for my son's Inspiron E1505 (the drive caddy screws managed to walk off for some reason). NOTHING like that on their site. I contacted their email customer support and several days later they gave me the 888 number to call to order the parts. At least that's what the number is supposed to be for; I haven't tried it yet.
I haven't tried their telephone customer support for a long, long time. It's my minor hearing loss that gives me difficulty with understanding Indian and Pakistani accents on the phone.
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Glenn -----
OTR/L, MOT, Tx
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Clinically Insane
Join Date: Dec 1999
Status:
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Originally Posted by ghporter 
I haven't tried their telephone customer support for a long, long time. It's my minor hearing loss that gives me difficulty with understanding Indian and Pakistani accents on the phone.
It seems rude, but we had it on speed dial with all the numbers and appropriate pauses. Would dial, wait, if I couldn't understand them, I'd hang up on them and hit the speed dial again.
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"…I contend that we are both atheists. I just believe in one fewer god than
you do. When you understand why you dismiss all the other possible gods,
you will understand why I dismiss yours." - Stephen F. Roberts
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Professional Poster
Join Date: Jun 2007
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Originally Posted by Sherman Homan
This one surprised me, Dell's warranty support is really good.
Since when? It used to be, until they started outsourcing it, and cutting corners. I spent way too long on the phone with them over the past few years. The last time was when I owned one of the axiom pdas It was a nice PDA but it bit the dust and I needed to call. I was on hold for eons and when I finally got through they were not helpful at all.
by the same token, I've had to call apple support and found the wait times to be acceptable (10 to 20 minutes) and I got my problem resolved.
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Mac Elite
Join Date: Sep 2006
Status:
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Last week I dealt with a Dell PowerEdge server with a blown 36 gig ultra-scsi drive. At three in the afternoon, I called Dell, got an English speaking, knowledgeable support dude, who overnighted a replacement 72 gig drive. This was not a warranty covered issue, the client didn't even have an account rep. The entire call with credit card info took less than 15 minutes.
I had a nearly identical experience with an older Dell laptop and a bad modem card. I have no affiliation with Dell, I have no contacts there, just sayin! Apple's support is also good, HP and what was Compaq, not so much.
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Administrator Join Date: Apr 2001
Location: San Antonio TX USA
Status:
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Sherman, you used their corporate/business support number, right? They took quite a lashing in the press when a lot of U.S. based companies made it public that THEIR experience with sub-continent outsourced tech support was unacceptable, and Dell sheepishly moved almost all of it back to the States. They have not done that with consumer/home support.
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Glenn -----
OTR/L, MOT, Tx
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Mac Elite
Join Date: Sep 2006
Status:
Offline
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Ah, true that. It was corporate support in both cases. And I do remember Dell getting pistol whipped by businesses who oddly enough wanted support for their Dells...!
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Clinically Insane
Join Date: Dec 2000
Location: Caught in a web of deceit.
Status:
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Hmmm... Several of my colleagues were given the wrong equipment, but curiously the mistakes were always in Dell's favour. ie. Slower CPUs, less-capable burners, smaller hard drives, missing memory, etc.
Yes, Dell always corrected it, but they had to ask for it. (These were non-business orders by the way.)
Granted this was several years ago. I can't comment on recent years because they stopped purchasing from Dell.
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