Logical1
1 Copper

XPS 630 Tech Support Nightmare

Hello,

I'm new to the forum so please excuse me if I did not post this in the appropiate place.

 

I was hoping some of you guys could give me some advice on how to handle this crazy situation and let us know if you have had a similar experience!

 

My pc wouldn't boot up 11 days ago so I called  I called tech support.  They had me reseat the hard drive, switch the video cards and do a memory dance, then determined I needed a new motherboard.  On site tech came out the next business day, replaced the mobo, I thought fine great quick support...

 

A few hours later I went on the pc and got blue screened.  Went to BIOS and saw that there was a different service tag and express service code and that the processor was running at 2000.0 mhz instead of 2500.0 mhz.  Ok, called tech support after a ton of questions and doing a memory dance the tech determined 1 stick of ram was defective and needed to be replaced and that she would send it out overnight.  Ugh, ok I wait for the ram.  I put the ram in the next day, computer boots up then blue screens.  I call tech support AGAIN.

 

Tech does a remote uses De-bug to analyze the crashes in mini dump, has me re-seat ram, says the on site tech should have configured the service tag and express service code and possibly damaged the processor.  He arranges for on site tech to come out the next day and put in ANOTHER new motherboard and a new processor.  Ok, I'm getting frustrated but think to myself fine, the tech will fix it and we're done.... WRONG!!

 

The on site tech installed the second new motherboard and new processor and couldn't get the pc to start.. blue screen!!!  He calls Dell.  He tells me Dell said there is nothing more for him to do and have the customer call Core tech support.  I'm shaking my head...

 

I call support. After 2 hours of being bounced around and being asked the same questions AGAIN tech support determines that I need a new hard drive and that they'll schedule on site tech next business day!!!!!!! (In case you're counting.. that's the 5th piece of hardware to be replaced)

 

In a state of TOTAL DISBELIEF I told them that I could not take another day off from work and that this was crazy, they were completley un-sympathetic.  I asked if I could send the pc in.. they said no, only laptops could be sent in.  I asked for a replacement, they of course said no.  I asked to speak to the supervisor.. they said no, the supervisor doesn't take calls!?!?!?  I say I'm filing a complaint with the Pennsylvania *** Generel.. long pause.... they say they'll call me in 24-48 hours about the replacement.

 

I then write an email using the unresolved issue form explaining the situation and asking someone in Dell with power to connect me with better tech support, possibly equiping an on site tech with everything he could possibly need to repair the pc, hopefully on an evening or Saturday.

 

I'm waiting to hear from them....

 

Any thoughts, suggestions?

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12 Replies
Darrell WV
3 Zinc

Re: XPS 630 Tech Support Nightmare

Hello Logical1,

I can not say that I have had your experience, although I have has system issues that required several calls to Tech Support and the required personal time to run the Dell Diagnostic program.  Yes, it is time consuming, but Tech Support did call me back several times to see how I was progressing and to see if I needed help with the diagnostic.  We conversed by e-mail, keeping track of what was going on, so it was okay with me.

The Dell engineer was able to fix my problem, replace the H2C unit and the processor in 30 minutes and have be back on line, and I have not BSOD since, and it is now two weeks.

You have started the correct procedure by contacting unresolved issues, that is your best solution.   From what I have seen posted here in the forums and elsewhere, this is your best method of dealing with a complex issue.

I know you are frustrated, I know that I would be as well, but hang in there and see what the unresolved issue people do for you. 

Keep us posted as to your progress.

Darrell WV

 

Logical1
1 Copper

Re: XPS 630 Tech Support Nightmare

Darrell WV, thank you for replying!

 

"John" the supervisor left me a message on Saturday saying that he needed another 24-48 hours and he would get back to me and curiously.. not to talk to anyone else at Dell about the conversation we had on Friday, to contact him directly as he did not want me to have to repeat what we had discussed.  What I find curious about that is that on many of my calls to tech support last week I had to provide the same information over and over again and no one seemed to care.  Also John and I talked for a max of about 3 minutes, a very brief talk outlined above.

 

I pulled my phone records and counted the minutes spent with Dell.... 518.  Yes 518 minutes in 5 days!

 

No one has contacted me from Dell since Saturday afternoon and I STILL have a computer that won't start!

 

Stay tuned...

Darrell WV
3 Zinc

Re: XPS 630 Tech Support Nightmare

Good Evening Logical1,

Thanks for keeping me posted as to what is going on with your unit.  Once a supervisor has taken over a case, I would imagine that he would want to make sure it is handled correctly, so I see nothing odd about his suggestion of not speaking with another Tech Support or Unresolved Issue person.  Most of the time, as my limited understanding, the supervisor will have some sort of computer based record which your case number will bring up on the screen, so that they will know who you spoke with and what was discussed.  When I spoke with MyTechTeam personel, they always read the notes on my case number to confirm what I was saying, so I would guess that is standard protcol.

Hopefully there will be a good resolution to this situation for you soon.

Again, hang in there,

Darrell WV

Logical1
1 Copper

Re: XPS 630 Tech Support Nightmare

Hello Darrell,

Thanks again for replying!

 

I think I now know why "John" didn't want me to talk to anyone at Dell... I got a call today from unresolved issues and the gentelman I spoke with said my case was not handled properly and that there would be "follow-up".

 

Anyway, he's convinced the hard drive is the problem and has been all along...

 

Astonishingly, he said he would arrange for on site tech to replace the hard drive on Friday.. about 2 minutes after he confirmed that I had written that I could not take any more time off from work!!!!  I asked if I could install the hard drive, he agreed.

 

He sent out a replacement and guaranteed me that if this does not solve the issue, he will send me a replacement computer.   Let's see what happens...

 

Anyone else out there with tech support horror stories?

 

 

Logical1
1 Copper

Re: XPS 630 Tech Support Nightmare

P.S. Darrell,

 

What kind of XPS do you have and how do you rate it?

Darrell WV
3 Zinc

Re: XPS 630 Tech Support Nightmare

Good evening Logical1,

Sounds like a good resolution to the original issue and that your trying experience will come to a good end.  I know that the service techs appear to have their hands tied, they can not vary from the play book with the canned responses, that is just part of working for a corporation, the techs have to give the same scenario to everyone.

Unresolved Issues seems to have some sort of greater flexablity.  I am just glad that your system is going to be fixed and that you are going to be as happy with your 630i as I have been.  It is really a great overall system and gaming machine.

Best,

Darrell WV

Darrell WV
3 Zinc

Re: XPS 630 Tech Support Nightmare

Hey Logical1,

Sorry, I missed this post before,

I have XPS 420, Q6600, nvidia 9800, Aegia PhysX, vista HP 32 bit, 3 GB RAM (workhorse, one of the best for office and some gaming, use it at my office, bought it for my home and moved it, great at multitasking)

XPS 630i, Q9650, GTX 260 OC, Vista Ultimate 64 bit, 8 GB Corsair Dominator DDR2 (1066 MHZ), Dell 22" monitor (great for gaming, video and fun)

XPS 730 H2C, QX 9650 OC, dual GTX 260 OC in SLI, Vista Ultimate 64 bit, 8 GB Corsair Dominator DDR3 (1800 MHz), Dell 24" monitor (one great machine, awesome graphics and game play)  I love my 730, if anyone can love an inanimate object.

Darrell WV

Oakpaw
1 Copper

Re: XPS 630 Tech Support Nightmare

http://en.community.dell.com/forums/t/19255490.aspx

See my own HORRIBLE experience with Dell as well..

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Seminole73
1 Copper

Re: XPS 630 Tech Support Nightmare

I have a similiar problem , but not as bad posted  as XPS 730 BSOD Freeze ups, Darrell WV game me some advice , but i am leary of adding anything to my machine that may void my warranty.

Currently, the tech support is trying to get me to format my HD and reinstall Vista thru my discs that came with the XPS 730.

I am starting to beleive that my whole problem is Vista, never had this kinda BSOD and freezes with XP. I wish I knew who to call and complain to to get this machine back to Dell and my money back.

Also I would love to speak to tech support in my own time zone. My last few calls from tech came to me at work.

Has anyone been forced to format there hardrive by tech support? And if so did it work?

So tired of this XPS, only posting because it just froze up on me again, and tech thinks its fixed and that I'm just a complainer.

 

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