When they told me I had to pay $$ for assistance because my 30 day warranty expired, I hung up the telephone. Didn't realize the 2 year warranty pertained to hardware only. Thank god for DellTalk.


Dell 4300 XP Home Edition
Pent 4 1.6HGz
40 GB Western Ditigal
128 MB Sdram (Duh)
ATI Rage Ultra 16MB
NEC NR 7800A Cd RW/Floppy
Conexant HSF V92 Modem
Creative SB Live Sound
Altec Lansing Speakers & Subwoofer
Epson 880 Printer
HP ScanJet 3400
ZoneAlarm
Norton Antivirus 2002

I have used Tech. Support maybe a dozen times in two years. I think if they can find the actual problem they are fine. I think hold time is to long. I have used Micron and Compaq Tech. Support also and I think Dell's is better because if they can not find the problem after so many tries they are willing to replace an item. My biggest complain is with the whole concept of phone Tech. Support. I mean fixing some of these problems over the phone is impossible. It is just to hard to explain a problem. If someone has never owned a computer and is trying to explain what his/her computer is doing well that seems almost impossible. You are better off buying some of the books on the market, it would probable be cheaper if they sent them with your computer! You always seem to get the Software Vs. Hardware debate when you call any Tech. Support line. But as I mentioned earlier I think Dell admits to Hardware problems better then the other two I have tried.

I'll give you one example with Micron. I had this problem and I called Tech. Support. In the end they had me call their Software Tech. Support and reinstall my OS. They charge $3.26 minute! It came to $96. As it turned out the problem was with the Promise Ultra ATA100 controller card. I wrote Micron and they are crediting me back the $96.

Compaq would just take way to long to go over!!

My $.02 worth.

Marvin P

XPS B800r
512MBz Ram
Windows XP (2/1/02)
&
8200 1.8G
512MBz Ram
XP
&
Truck Vanity Plate "Dell4Me" (Maine)

Message Edited on 03/12/02 01:26PM by Steve_S

I have used Dell's phone support only 4 times in the past 5 years. Haven't had any major problems except for a bad winmodem that they immediately replaced in the span of 7 days and I live 100+ miles from a "big city". Long waits on the phone for someone to help was not too bad if you remember to call late in the evening and realize that the tech people are human beings like you and me working with what they have available to them harboring some of the most ridiculous questions imaginable. ("My computer won't turn on"..."is it plugged in?"..."Oh, no its not. Had to use that plug for the...")

I agree with MarvinP that some problems given over the phone to someone is difficult to solve but my views are Dell has given me better than average tech support and this forum has to rank at or near the top for people to get fast, friendly, answers to there computer problems or just post a question/comment. Keep the momentum going, Michael!

Jack D.
2C6UL
Dell XPS B866r
40 gig HD
258 mb RDRAM
Windows 98se
Sony CD-RW
Dell P991 monitor (the BEST!)

I would rate Dell Support as a 9.

I called them once, the "Tech" double checked everything before he made the decision the problem was caused from my ISP.

Another time I sent email about my loud fan. A repairman changed out the fan the next day.
I sent another email asking about how to set up my pc so I could turn it off and on from my desk power panel.... The guy that answered my email was LOST!
I found the answer here on this forum! It was not from Dell but Dell pays for this forum.

My first computer was an IBM (still in use today, never had a hardware problem) and their support was not as good as Dell's.



Dimension 8200 @ 1.8GHz
In Service 12/06/01
512MB RDRAM
40GB, HD
21 in. P1130 Trinitron Monitor
Windows XP Home
Toshiba PCX1100 Cable Modem
Linksys BEF SR41 Router
IE 6.02, Communicator 4.9 and 6.2
Zone Alarm (Free)
Criminals love gun control

I'd rate them a 6. I have had to call several times, all in the past month, regarding a failed hard drive. One tech was very, very good. He'd rate a 10 all by himself. He rapidly assessed my technical level and was able to get me to the next step (running 32-bit diags) easily. I'd never dealt with Dells diag program before.

The second tech was a joke. He had such a strong accent he was difficult to understand, he coulnd't seem to understand that I had called before and had run diags and was calling back only to report results and request a service call. After putting me on hold multiple times (who knows what he was doing), he finally said he would dispatch a technician to swap the drive. He didn't even ask what the results of the diags were, only that I had them! I found out this morning that he'd never even entered the service call and didn't dispatch anyone . He rates a 2, only because I suppose he tried.

The third one I talked to today was very helpful. I don't know her technical level, but from a customer support level she was good. I explained what had gone on, what results I had and what the guy last night told me and she confirmed that no dispatch was ever placed. Quite efficiently, she got all the information processed and hopefully I'll have the new drive installed today or tomorrow. She rates an 8.

Averaging all of those... I guess it would be about a 6. Better than Microsoft, Compaq or IBM experiences I've had, but this is based on far fewer calls than I have made to those three.

*Libby*
bigmoney wrote:
- Just out of curiosity if you could rate Dell
- Technical support (if you've even called there) what
- would you rate them on a scale from 1 to 10 and
- explain why you'd rate them.
-
- Thanks
-
-

Hi, Ladies and Gentlemen of DellTalk

How do I rate Dell Support, let me count the ways. First case, last July, I phoned Dell and requested them to replace my HD I even placed the phone against the tower for them to hear it, the HD sounded like a old stye pinball machine, clang! clang! clang!

But, the Techie in all her wisdom after having me strip just about everything, including the processor out of the tower, stated, no, it was the MoBo and set a replacement and in a week,this was done and "golly gee", BancTec said, "oops" it's not the MoBo, but, the HD and in another week this was replaced, so much for thier next day support !!!

That was my induction to Dell Support as a cub, and things have not improved since, in fact, now I think thier support has a record that says thier magic words to cure all ills, "reformat, reformat, reformat"

I really try to avoid them, except for replacing hardware, (which I am capable of installing etc,) I have to make use of my three years of DellSupport somehow, Excluding the DellTalk forums, my rating would be a "4" out of "10"


Bev

PS. Just a thought, last year Dell always conducted "after phone in support" email or phone survey, about the Techie you spoke to, is this still going on or just "gone missing" like a lot of other things








Message Edited on 03/12/02 04:16PM by shesagordie

shesagordie wrote:

-and things have not improved since

Really, I hadn't noticed much.

- now I think their support has a record that says
- their magic words to cure all ills is, "reformat, reformat, reformat"

And that is damned TRUE!!!!

In case I have not emphasized this many times before, I have formatted my HD 6 times , with the last being on 1/08/2002, all thanks to Dell Support.

And that is the reason why I decided to take it upon myself to come here to this forum.

I somehow feel the the "HD" curse has been lifted off of me, because ever since then, I have not had one lick of trouble with my PC.

Before, I just got plain sick and tried of putting up with Dell technicians. And now, I don't have to put up with the hassles anymore, unless I need a replacement part for my PC.

So my rating would be a ....hmmm ..... "3" for Dell support.

Sam

If I had to rate echnical support, I would give them an 8. I have only used them once. I had to call three different numbers, but in the end I got what I wanted. I was only on hold for thirty minutes!!!

John Tucker

Dell Optiplex GX150
40x CD-Rom
12x CD-RW
Celeron @ 900MHz
256 MB SDRam
18.6 GB HD
Dell E771 17" Monitor
Windows Me
Canon N650U Scanner
Ezonics EZ Dual USB Camera
HK 195 Speakers
HP DeskJet 1200c

With 1 as "Terrible" and 10 "Excellent," I can' t go any higher than a 4 -- and that's being nice.

I had to call numerous times. Re-format seems to be the only solution many know....and they aren't much help in re-loading everything re-loaded. Maybe "Re-format" is the only English some of them know??

Hours and hours have been spent on hold. Many times, after finally getting a human, we were disconnected. I've seen many other Dell owners complain about the same, so I don't think it's coincidental. Other times, they needed to "research" something and call me back, but guess what.....I never heard back from them.

Finally, my tower had to be replaced, and they sent me a re-furbished unit, which slightly irks me and I don't think is right. So far, it's worked okay, but I am afraid to call when I have a problem as I don't want them to make matters worse. System has started humming, so I'm afraid of what that might symbolize and I absolutely dread the thought of calling for support.

Fellow Dell users right here have been the most help. Just wish I could get some of my $$ back since I thought it was for excellent technical support as well as hardware coverage.

I hope I never have to call again; but, if I do, I hope Dell surprises me and the techs know a few solutions along with common courtesy (and maybe the English language)

Anyway, thanks to all you Dell users and your assistance!!

I would give them a minus 100%. I have called them 12 times regarding a new Dell Pent 4, 256 ram that starts and restarts randomly. So far they have had me reformat 4 times, run diaognistic disk twice, and replaced the motherboard. Still have the same problem. Last call the tech told me there is nothing wrong with my computer. How can I sue them?

Hello,

random or spontaneous rebootings are either a hardware problem due to to loose connections, voltage oscillations or bad components (e.g. power supply) or are created by software conflicts.
Concerning software conflicts, spontaneous rebootings are often caused by programs loaded automatically at system startup. By preventing the system from loading these programs the problem can be resolved in a majority of the cases. Me and many others were completely successful with this procedure. In my case the disturbing program was the file jetstat.exe of the printer software of the HP Laserjet 3100. I had to delete this file in the startup section of the ini-file for the printer. For further information see the following threads in this forum:
Nvdveen 06/26/01 05:45 AM
Dan Manley 06/25/01 08:14 PM
In these threads you will find practical hints. Don't take out explorer and systray from the startup list. These programs are essential for Windows.
See also:
http://www2.whidbey.net/djdenham/
Search also in this forum for 'spontaneous' or 'spontaneous reboots', but I'm afraid that the search option doesn't work correctly.

Good luck, hen26ry.

I think Dell tech support is not as good as it was in late 1999 when I got my computer. I have found the Indian (or is it Pakistani?) techs particularly worthless.

Dell techs have always been too quick to tell people to reformat their hard drives, so I guess that hasn't really changed. I'm just glad I had my initial teething problems when phone support was better. Now if I have a problem, I come here.

If I had to buy a new computer today, I'd still buy a Dell, but I'm sad phone support seems to have deteriorated.

I think it depends solely on which tech you get on the phone. Overall, I would rate it a 6 but I have talked with some tech's who would deserve a 10(the best) and some who would deserve lower than low. For example, I called concerning a problem we were having and the tech said we don't handle that you should check some place else. After trying to get information where to look, I realized I was getting nowhere. I hung up then called back, got a different tech who told me I was absolutely supposed to call Dell and gave me the help I needed. The second tech said it was one of two things, the first did not want to do his job or he just didn't know himself.

Thank you for your response. I did delete most of the things from start up but will go back and look again. Is there a way to know if it is the power supply?