What happened to DELL XPS Customer Service

kwasley,

Please send me the service tag number in a Private Coversation. I want to read the logs. What were the hardware issues?

For $179 a year you can have Your Tech Team. It is a premium support upgrade from Dell. All Tech Team members are Dell's best-trained, North American-based technicians.  This would be nice if it were standard.

I have been trying to get my 730HC2 repaired since contacting dell 04/07/09. Good luck with yours I hate to see anybody go through what I have been expericencing.

nice to see they only care when you throw names around.  I'm going with the same problem with a 26 day-old XPS (the 'tech' made sure to mention that i was out of return period).  essentially, i have the HDD noise coming from the seagate HDD, and my options are: they send me a new HDD, i install and deal with all data issues,  or pay more money.  complete BS.  this HDD problem strethes back to 09, i just wish i had seen it earlier.

anyways, once the script-monkey hears a keyword for another department, they instantly try to pass the buck to any department..  

trust me, you are not the only one outraged. this is nothing new, and now dell is notoriously known for their horrible customer service. i once said on here, the people i speak with when i call customer service are hardly any different than robots; its not an intellectual or racist insult, but just the truth - there is a great lack of understanding and a miscommunication due to our language barrier. those people have little choice but to read from scripts. when a real issue arises, they are totaly clueless and no different than an automated system attempting to adress technical issues.

as you have said, there is nothing you can do other than never buy a dell again; theres just hardly any reason to do so; the only chane we can get any real help is here on these forums, but many questions go unanswered. if your tech savy, build your own, or if your able to, create a contract with a local pc shop,

February 25, 2014

I was just told that Your Tech Team isn't taking any new paying customers. Is there any place on the North American Continent to get Dell technical support?

 Panther5446

Best to post this in the Customer Care Forum, here:

http://en.community.dell.com/support-forums/customercare/f/4674.aspx

Bev.

I've always had great customer care with rapid response times with Dell, in & out of warranty. Whether it was a question or needed service.

The main thing is the appropriate contact, which has been discussed here.

Personally I have dealt with 3 OEM's (IBM/Lenovo & HP) & can vouch that Dell is by far better than the others, of which I could barely understand, too much time spent repeating questions/instructions.

And I did get to speak with US based Dell Customer Service reps, the others were obviously outsourced. I can't say that Dell doesn't outsources customer service by phone, but it wasn't done to me.

Dell has also made tremendous improvements in recent years, such as installing standard Intel  components that doesn't need special adapters to upgrade hardware. Otherwise, even upgrading older models is easy. Components are plentiful & inexpensive for many older models, of which I've worked on/upgraded many. Dell still has plenty of detailed documentation on 10+ year old computers, as well as the latest OEM drivers & last BIOS releases.

So far, the 2 upgrades to my recently purchased XPS 8700 went flawlessly. The PC shipped with the least amount of junk software of any that I've purchased.

Keep in mind that sometimes we all have to deal with human error from time to time, no matter the product or brand. It's when the errors are consistent with a particular brand (after going through the right channels) that a change is needed.

I feel confident that given the chance, Dell will take care of you in a timely manner.

Cat

Clearly we've had different experiences! You must work for Dell or part of the family? I'm happy for you.