XPS Desktop Technical Support

Question

:womansad:I've had a problem with my XPS computer since October, I have used the live chat for Support and they sent new Monitor card, it didn't work. I called the special number on my XPS card, it placed me in a VM that was full, I Live chatted again and they only gave me the same number I already called, then informed me they could help me and gave me a new number which placed me on hold for 15 minutes then hung up on me. All I wanted now is where I can take my XPS Computer desktop to get repaired. CAN anyone help me getting very annoyed at the run around.

aIso I haven't returned the Monitor card because there live chat support said not to and now dell is demanding it back, in an email of course.

Signed VERY VERY disapointed in DELL Support

tempestmagic · Answer

Numbers called   1.800.232.8544 - XPS Warranty Support 1.800.964.8321 - XPS Specialized Care

DELL-Chris M · Answer

tempestmagic, What number did you call for XPS support?

DELL-Chris M · Answer

tempestmagic,

I wish I could tell you what had happened. Most users have said they got through. We do not have local repair centers. We diagnose the issue with you over chat, phone, or email. When you say monitor card, do you mean the video card? Please provide me with the following information in a private message so I can check the history -
Name:
Shipping address:
Phone:
Order number and/or Service tag number:

Nick Bowers · Answer

In Australia we just get put though to dimension tech support:smileysad: Quite bad since they still advertise that you get better support.

escorial · Answer

Sounds very familiar, but I never had a problem getting through on the 800 232 8544. My pet peeve is that the Dell tech's tell you that they have to do some research and will call you back later or the next day and they never do.

If your PC was under 21 days old (and have the documentation caise ID) when thie issue first started with the card I would demand a new one. Also think that the QC on the new XPS 720 is very very poor.

Happy Holidays,

John

tempestmagic wrote:

:womansad:I've had a problem with my XPS computer since October, I have used the live chat for Support and they sent new Monitor card, it didn't work. I called the special number on my XPS card, it placed me in a VM that was full, I Live chatted again and they only gave me the same number I already called, then informed me they could help me and gave me a new number which placed me on hold for 15 minutes then hung up on me. All I wanted now is where I can take my XPS Computer desktop to get repaired. CAN anyone help me getting very annoyed at the run around.

aIso I haven't returned the Monitor card because there live chat support said not to and now dell is demanding it back, in an email of course.

Signed VERY VERY disapointed in DELL Support

Nick Bowers · Answer

I never got any XPS information, no card no numbers, nothing. Can i call that number from Australia? Cheers

escorial · Answer

Nick,

WOW I highly doubt that as I'm in the USA you probably would get a whopping phone bill for Christmas. Won't Dell chat offer a number for you to call? Perhaps dowm umder Dell offers no support at all!

Don't knnow if this helps:

http://supportapj.dell.com/support/topics/topic.aspx/ap/shared/support/dellcare/en/byphone?c=au&cs=audhs1&l=en&s=dhs

http://www.dell.com/downloads/ap/services/Plus_Telephone_Technical_Support_Service1.pdf

http://www.youtube.com/watch?v=GdoGRJuSPf4

http://www.youtube.com/watch?v=UVLPHLXslys&feature=related

and a lot more

John

Nick Bowers wrote:

I never got any XPS information, no card no numbers, nothing. Can i call that number from Australia?
Cheers

Gontue · Answer

I only call 1.800.964.8321 - XPS Specialized Care when I need help. By calling that other number you run the risk of being dumped into an Indians lap where the specialized care connects to North American Support.

A DEAD XPS 720 H2C
QX6700 2.66GHz Overclocked to 3.47GHz
4GB RAM
Dual 768MB nVidia GeForce 8800GTX
SATA RAID 0 with Dual 160GB 10k RPM Hard Drives
X-Fi sound card
Ageia PhysX Processor
1 kilowatt Power Supply
Windows XP Pro

escorial · Answer

A DEAD XPS 720 H2C,

So what is the story on your XPS? What was wrong? I had the XPS 720 that would not recoginise the card reader. Heard all kings of excuses , the best being that the Card reader I ordered would only work with Vista and I must of made a mistake ordering my uint on the phone.

My reply was what a crock of **** and also I informed the tech that I did not order it over the phone but right off Dells website which clearly shows the 19 n 1 card reader as a option for the XP Media Center.

Tech came out and replaced the reader with the same, worked once when he was here and once the next day and died. Back on the phone with Dell who suggested there 13 in 1 reader instead, tack came out and the same thing.

Then I get it could be the mother board ot bad OS install of XP and that I should reformat the HD. Went through the roof as this problem existed from day one and all the hours and hours I spent on the phone as well as waiting techs to call back or show up. I said now that I have all my info on the PC I must loose it in a reformat and take tons of time reinstalling everyting.

At that point the PC was 11 days old and I demanded a new PC, so it should be here in another 8 days or so.

Dell charges a right nut for these XPS 720 units and you would figure that they test them prior to shipping. What a freaking mess and right over the Holiday Season.

OH yes and my brand new XPS 720 also came with a bad key pad, the spacer bar would stick. $3600 worth of Hades. I can tell you my next PC I will be building my own as I have had enough of this!

Read my other posts

Gontue wrote:

I only call 1.800.964.8321 - XPS Specialized Care when I need help. By calling that other number you run the risk of being dumped into an Indians lap where the specialized care connects to North American Support.

A DEAD XPS 720 H2C
QX6700 2.66GHz Overclocked to 3.47GHz
4GB RAM
Dual 768MB nVidia GeForce 8800GTX
SATA RAID 0 with Dual 160GB 10k RPM Hard Drives
X-Fi sound card
Ageia PhysX Processor
1 kilowatt Power Supply
Windows XP Pro

Gontue · Answer

Wow!!

Sorry to hear about all that trouble! FYI i've found this forum to be as helpful as tech support on many occasions. I read it frequently. There are a lot of very smart people who read these forum pages and they're willing to help.

My XPS 720 started life as an XPS 710. The system qualified to take part in the MOBO upgrade and I decided to take advantage of that. Right out of the box the system had sound card problems (creative XFi). I've decided Creative manufactures problems waiting to happen hardware. Long story short (and it is a long story) a few driver updates to my graphics cards driver and problem solved.

My current problem is related to a hard drive that suddenly (completely without warning) has a problem. The drive powers up and can even complete some diagnostics functions. However critical Windows XP data is located in a diseased block and cannot be retrieved. The hard drive is a WD Raptor. I've always had good luck with WD drives. Since 1995 till now I had never had a hard drive die. This system was offered with a RAID 0 setup. Anyway the computer can be made faster and I love the idea. The concerns about one of the drives dieing and losing all data seemed non critical to me since I had never had a hard drive die in all those years. Fortunatley I considered the increased chances of something going wrong (since hard drives are mechanical machines operating at high speeds) and backed up all my important stuff to a WD 360 GB external hard drive.

Honestly I like my XPS 720. I have no regrets at all having purchased it. Oh i was worried about spending sooo much money on a computer when I was shopping for one. I had all the thoughts about what If I've made a monumental mistake that I get stuck with. Overall, I'm happy with my purchase.

I've found Tech support (only the number I mentioned above) to be very helpful. Again these forums have helped me to communicate with the tech support agents. I often try to put myself in their shoes.. helping someone fix a computer problem over the phone. That said if you find yourself talking to an Indian (from India) hang up and dial again. I have had little success talking to them. They don't have the resources available to them or the desire to help you and seem entertained by your request for assistance. I never call tech support until I know for a fact that whatever is wrong with my computer is beyond my ability to correct it myself. Furthermore I appreciate the ability to voice that opinion of overseas support on this forum without getting my post deleted. I've posted my less than positive opinon on that multiple times.

I wouldn't have agreed that the media card reader was specificly for vista either. I would've even suggested that the tech you were talking to go back to Dell school and read up on the systems they're charged with helping people fix. I would've gotten the techs name and hung up the phone. Then I'd call support again and report to that tech what the previous tech told me and that it's a load of rubbish "so don't go there". My system came with the 13 in 1 reader and no trouble with it. I almost never use it but the few times I have it's been there to use.

I hope you have better luck with the new machine when it arrives!

A DEAD XPS 720 H2C
QX6700 2.66GHz Overclocked to 3.47GHz
4GB RAM
Dual 768MB nVidia GeForce 8800GTX
SATA RAID 0 with Dual 160GB 10k RPM Hard Drives
X-Fi sound card
Ageia PhysX Processor
1 kilowatt Power Supply
Windows XP Pro

Locked Topics – Desktops General

XPS Desktop Technical Support

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