5 Posts
0
777
Is Dell Tech Support a total joke or is my experience an outlier?
I have a major light bleed problem progressing on one of my U2718Q. It has gotten bad enough that I feel a need to contact technical support. Today I armed myself with the Service Tag and S/N of the bad monitor and started an online tech support ticket. That gave me a Service Number and a number to call. I called and the very understandable robot asked for the Service Number. I input it. I then got answers from 5 different service advisers, very few of which I could understand or hear, and in each of the 5 cases I was told that they needed to transfer me to the Monitor Tech Support Dept. After about an hour I finally got to somebody that confessed to know something about monitors. After getting my name and the Service Tag suddenly the call disconnected. I am on my second iteration of attempting to call. Again after giving the very understandable and clear voiced robot I entered my Service Number. I now have been transferred twice and am on a seeming interminable hold as Dell tries to connect me to somebody that is in the "monitor department.". Now besides their absolute cluelessness, why can't Dell invest in a telephone system that makes their reps voices understandable. I don't mean in a language situation but in a simple quality of connection situation. The horrible connection coupled with the fact we are dealing with a rep where English is not their primary language makes communication impossible. While I have been typing this I have been again transferred 2 more times. So hopefully on the next, my 5th rep, I will again find a rep in the "monitor department.". Frankly Dell makes some reasonable products but their tech support quality in still like we experienced in the 80's of the last century.
pkincy
5 Posts
0
June 5th, 2019 12:00
The second phone attempt took 6 transfers but I finally got a rep in the Monitor Dept and the connection was actually very good. And we were able to communicate quite well which is important as there is a lot of S/N and Express Service Code into that needs to be passed back and forth. Also sent them a picture of my light bleed problem and they are sending me a replacement monitor. So given the extreme problems finding the right person to talk to, once that was accomplished things went very nicely.
Kudos to Dell in the final analysis.
pkincy
5 Posts
0
June 5th, 2019 11:00
I have a major lightbleed problem progressing on one of my U2718Qs. It has gotten bad enough that I feel a need to contact technical support. Today I armed myself with the Service Tag and S/N of the bad monitor and started an online tech support ticket. That gave me a Service Number and a number to call. I called and the very understandable robot asked for the Service Number. I input it. I then got answers from 5 different service advisors, very few of which I could understand or hear, and in each of the 5 cases I was told that they needed to transfer me to the Monitor Tech Support Dept. After about an hour I finally got to somebody that confessed to know something about monitors. After getting my name and the Service Tag suddenly the call disconnected. I am on my second iteration of attempting to call. Again after giving the very understandable and clear voiced robot I entered my Service Number. I now have been transferred twice and am on a seeming interminable hold as Dell tries to connect me to somebody that is in the "monitor department." Now besides their absolute cluelessness, why can't Dell invest in a telephone system that makes their reps voices understandable. I don't mean in a language situation but in a simple quality of connection situation. The horrible connection coupled with the fact we are dealing with a rep where English is not their primary language makes communication impossible. While I have been typing this I have been again transferred 2 more times. So hopefully on the next, my 5th rep, I will again find a rep in the "monitor department."
Frankly Dell makes some reasonable products but their tech support quality in still like we experienced in the 80's of the last century.