DELL Support Rant
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lol... I went through the wringer on the battery exchange... the saddest part is that each of these people must have multiple chats going on at the same time... they must... I usually see something like a 60 second delay before any of my responses are acknowledged. And then there is the dreaded, "I am sorry, sir. I (Dell employee) don't know how to look up in a Dell database...."
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
It's like Dilbert. I seem to remember there was one where the PHB said: "My job got easier when I realised I hate our customers." I would be checking the hairstyles at Dell for evidence of Pointiness.
the last thing I want to see is some pasty-faced geek with skin so pale that it's almost translucent trying to bump parts with a partner - John Simmons / outlaw programmer
Deja View - the feeling that you've seen this post before. -
It's like Dilbert. I seem to remember there was one where the PHB said: "My job got easier when I realised I hate our customers." I would be checking the hairstyles at Dell for evidence of Pointiness.
the last thing I want to see is some pasty-faced geek with skin so pale that it's almost translucent trying to bump parts with a partner - John Simmons / outlaw programmer
Deja View - the feeling that you've seen this post before.well, my 9100 is almost 3 years old. if someone could point me to another vendor shipping 1920x1200 lcds (in the laptop), I'd be more than happy to take a look at them.
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
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Okay, I admit it - I like Dell, I like the laptops (1920x1200) == lots of real-estate, but :omg: their 1st level support is stupid! It took me 45 minutes on a tech support chat line last night to reach the point where the next step in the solution was to "re-install the video drivers" which is sheer nonsense. The part that had me most annoyed is when I spent the time laying out the conditions: both internal and external monitors have this issue, seems to be a screen tear, etc. "Have you tried connecting to an external monitor?" and it went downhill from there.... the funny part is that this yahoo has already confirmed himself as an idiot and he wants to remotely log in and touch my machine? I don't think so..... the bad part is that I am fairly certain the video card is about to croak.... it's a common problem due to heat related failure on the P4's in the 9100s. No way to get through to this guy though... I asked *4* times "do you have a link for extended graphics diagnostics". Answer 1: Could we have your current phone # for our records? Answer 2: Am I correct, you have a video problem? Answer 3: See external monitor answer... Answer 4: Have you tried rebooting? :mad: close session...
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
Dell. Hell. Only one letter apart. Coincidence?
Author of The Career Programmer and Unite the Tribes www.PracticalStrategyConsulting.com
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well, my 9100 is almost 3 years old. if someone could point me to another vendor shipping 1920x1200 lcds (in the laptop), I'd be more than happy to take a look at them.
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
I used be a big fan of Dell and its support in the old days, but things seem to have taken a total dive in the last few years. Only use them as a last resort now. Sony Vaio and HP Compaq both do 1920x1200 native resolutions. Here is a list of 1920x1200 models: http://www.dabs.com/productlist.aspx?&NavigationKey=11105&NavigationKey=46090000&NavigationKey=379050000&CategorySelectedId=11105&PageMode=1
-- The Obliterator
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Dell. Hell. Only one letter apart. Coincidence?
Author of The Career Programmer and Unite the Tribes www.PracticalStrategyConsulting.com
Well, the most aggrivating thing for me is when a company seems to be actually trying to lose my business... I have had far, far worse support situations with other companies, so I don't want to be too hard on dell. MS is still up at the top of the list, followed by many s/w companies... They charge extra for longer warranty, on site service, etc. Can I pay more for an intelligent support person? I just had a thought which was crushed with the realization that Dell bought Alien... sniff
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
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Well, the most aggrivating thing for me is when a company seems to be actually trying to lose my business... I have had far, far worse support situations with other companies, so I don't want to be too hard on dell. MS is still up at the top of the list, followed by many s/w companies... They charge extra for longer warranty, on site service, etc. Can I pay more for an intelligent support person? I just had a thought which was crushed with the realization that Dell bought Alien... sniff
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
A friend of mine who is Indian once complained to me about the Indian that answered her Dell support question. She said that he would not follow what she was saying. He said to call him Bob (or something like that). And after she got off the phone she was extremely frustrated with the service.
Steve Maier, MCSD MCAD MCTS
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Okay, I admit it - I like Dell, I like the laptops (1920x1200) == lots of real-estate, but :omg: their 1st level support is stupid! It took me 45 minutes on a tech support chat line last night to reach the point where the next step in the solution was to "re-install the video drivers" which is sheer nonsense. The part that had me most annoyed is when I spent the time laying out the conditions: both internal and external monitors have this issue, seems to be a screen tear, etc. "Have you tried connecting to an external monitor?" and it went downhill from there.... the funny part is that this yahoo has already confirmed himself as an idiot and he wants to remotely log in and touch my machine? I don't think so..... the bad part is that I am fairly certain the video card is about to croak.... it's a common problem due to heat related failure on the P4's in the 9100s. No way to get through to this guy though... I asked *4* times "do you have a link for extended graphics diagnostics". Answer 1: Could we have your current phone # for our records? Answer 2: Am I correct, you have a video problem? Answer 3: See external monitor answer... Answer 4: Have you tried rebooting? :mad: close session...
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
I feel your pain. It took me 2 hours to convince a guy that my power brick was indeed at fault. Instead he had me testing all sorts of completely unrelated BS. The best thing you can do is just say yes to all their stupid ass questions. Also a hefty dose of pain killers can't hurt before dialing the support line;P
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Okay, I admit it - I like Dell, I like the laptops (1920x1200) == lots of real-estate, but :omg: their 1st level support is stupid! It took me 45 minutes on a tech support chat line last night to reach the point where the next step in the solution was to "re-install the video drivers" which is sheer nonsense. The part that had me most annoyed is when I spent the time laying out the conditions: both internal and external monitors have this issue, seems to be a screen tear, etc. "Have you tried connecting to an external monitor?" and it went downhill from there.... the funny part is that this yahoo has already confirmed himself as an idiot and he wants to remotely log in and touch my machine? I don't think so..... the bad part is that I am fairly certain the video card is about to croak.... it's a common problem due to heat related failure on the P4's in the 9100s. No way to get through to this guy though... I asked *4* times "do you have a link for extended graphics diagnostics". Answer 1: Could we have your current phone # for our records? Answer 2: Am I correct, you have a video problem? Answer 3: See external monitor answer... Answer 4: Have you tried rebooting? :mad: close session...
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
I wonder if they could even pass a Turing test at this point, since they seem to do nothing but follow their scripts.
Using the GridView is like trying to explain to someone else how to move a third person's hands in order to tie your shoelaces for you. -Chris Maunder
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Well, the most aggrivating thing for me is when a company seems to be actually trying to lose my business... I have had far, far worse support situations with other companies, so I don't want to be too hard on dell. MS is still up at the top of the list, followed by many s/w companies... They charge extra for longer warranty, on site service, etc. Can I pay more for an intelligent support person? I just had a thought which was crushed with the realization that Dell bought Alien... sniff
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
charlieg wrote:
Can I pay more for an intelligent support person?
All you have to do is order a few thousand systems from them, and you get a whole different tech support experience. Huge accounts will always be Dell's bread and butter. The only reason they sell consumer systems is for market share and it shows.
Using the GridView is like trying to explain to someone else how to move a third person's hands in order to tie your shoelaces for you. -Chris Maunder
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well, my 9100 is almost 3 years old. if someone could point me to another vendor shipping 1920x1200 lcds (in the laptop), I'd be more than happy to take a look at them.
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
Charlie, If you can send me the service tag for your computer ( Customer_Advocate@Dell.com with 'ATTN: Larry' in the subject to ensure it gets to me) I will be more than happy to set up the service for you (assuming you are still in warranty, which it sounds like you are). While the front line techs do need to troubleshoot the problems to ensure they are taking the correct steps to fix things, they are also supposed to be paying attention to what your statements and answers are. I'm not sure what happened in this case, but it does not sound like the type of service we try to provide to our customers. For that I would like to apologize. Once I have your service tag I should be able to find out who it was and pass on feedback to his manager for you.
Larry Dell Customer Advocate
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Well, the most aggrivating thing for me is when a company seems to be actually trying to lose my business... I have had far, far worse support situations with other companies, so I don't want to be too hard on dell. MS is still up at the top of the list, followed by many s/w companies... They charge extra for longer warranty, on site service, etc. Can I pay more for an intelligent support person? I just had a thought which was crushed with the realization that Dell bought Alien... sniff
Charlie Gilley Will program for food... Whoever said children were cheaper by the dozen... lied. My son's PDA is an M249 SAW. My other son commutes in an M1A2 Abrams
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Charlie, If you can send me the service tag for your computer ( Customer_Advocate@Dell.com with 'ATTN: Larry' in the subject to ensure it gets to me) I will be more than happy to set up the service for you (assuming you are still in warranty, which it sounds like you are). While the front line techs do need to troubleshoot the problems to ensure they are taking the correct steps to fix things, they are also supposed to be paying attention to what your statements and answers are. I'm not sure what happened in this case, but it does not sound like the type of service we try to provide to our customers. For that I would like to apologize. Once I have your service tag I should be able to find out who it was and pass on feedback to his manager for you.
Larry Dell Customer Advocate