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Dell support: Post your experiences

V

videobruce

Gawd
Joined
Jan 21, 2005
Messages
515
Instead of buring this question within that overly long Dell 2408 thread, I thought I would ask it here.
This doesn't reflect any one Dell product, just your experiance with their farmed out support company abroad.

1. Since the support is 'abroad', there is the dialect barrier,
2. Probably because of those communication cables that were damaged (?), the audio quality of the telephone link is terrible (on top of the above),
3. Their whole phone system is setup for using Dells' 'Service Tag' numbers which monitors (and probably printers) don't have. That means you have to wait longer and/or go through more voice prompts.
4. When you finally do get through to someone, they spend more time apologizing for your problems and telling you "not to worry", :rolleyes:
5. Lastly, when you do mention you have a monitor, they ask you what computer it used with on the assumption you bought a 'package'.

After between 5 to 8 phone calls (mostly because of the above), I have a replacement coming (I think).

Any other experiences??
 
Dell Gold is amazing! There is a direct line that you call and it takes you to someone here in the states (usually have a southern accent however). Wait times are very minimal if at all.
 
For business stuff I usually get someone from the U.S. For anything else I get a foreign country where they do not speak english clearly, or understand english clearly. Not a good combination if what you want is efficient and effective service.
 
No problems at all here in Belgium when I called to return my 2407WFP-HC. Got through pretty fast, was redirected 3 times or so and ended up with a very friendly guy who just asked me why I wanted to return it, and that was it. They came to pick it up and I was refunded within the week, smooth sailing. Luckily I don't live in the US so I don't get any indian guys on the phone :D

Also, my previous computer was a Dell as well, and when I first bought it I called to see if I could order it under Small Business because it was a lot cheaper that way. They made no problem whatsoever out of it.
 
I always purchase from Dell as a small business which may or may not have an effect on the service. My calls have been answered by a mixture of foreign and local representatives. I've never had problems with exchanges, returns, or purchasing replacement parts (they had no issues with me disassembling my laptop and installing the upgraded part myself). I have encountered much more immediate response by phone than I have received by email, but it depends upon the particular representative (some do actually check their email).

When I exchanged and then later returned a monitor, they did ask what kind of computer it was with and for a service number. I informed them that it was a computer I did not buy from Dell and asked to give them the order number instead, which turned out to be acceptable. I've never had to call repeatedly or call back later, but I have been transferred as necessary. The foreign representatives do tend to over-apologize, but as long as they're helping me out I don't mind.

Overall, I must say I've been fairly happy with Dell.
 
It seems, once you do finally get to where you should be (took me days and 6 or 8 calls) you do get some satisfaction, but getting there is the problem.
 
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