Dell Outsourced Tech Support

Question

Problem Details: I have a field employee that was having problems with Wifi connection. He kept loosing signal after 1 or 2 minutes. He would watch the connectivity go from 55mbps to 0mbps. To eliminate the Wifi card in the laptop I sent him an email with the laptops service tag number and Dells 877 number. When he got to technical support they said they couldn't help him becuase the laptop did not have any warranty. I called your 877 number for Technical support. After your voice recognition operator couldn't tell the difference from Z and zero I started to get preturbed. Ten minutes later I finally get connected to some foreigner. I explain the problem I had and he transfered me to a government tech support. The person on the other line said I was at the wrong department. I asked what happened to the great Dell support? I told him I was on the phone for 18 minutes already. He transfered me where I waited another 15 minutes before somebody answered. Then support guy kept arguing with me about hardware warranty and they don't support software. I asked him how the laptop picks up the Wifi signal. He said through a Wifi card. I asked him if the Wifi card is hardware, he said yes. I told him I made my point and that he should call my employee that Dell support was so rude too. I cannot believe how bad Dell's tech support has become in the matter of a year. The owner of our company stopped buying PCs from Dell and went to HP. I don't know why continues to buy laptops from you? We have 100 D510s and D520s that need to replace soon. All of these laptops go to employees in 32 states and are remote users. If we cannot rely on Dell support out in the field then we probably shouldn't buy laptops from Dell anymore. Thanks Terry

ejn63 · Answer

With either HP or Dell you have the option at purchase of US-based support - it does cost extra. Before you jump to HP for notebooks, do some research - their hardware and support is the worst in the industry.

http://www.electronista.com/articles/09/11/17/reliability.study.has.apple.4th.place/

If you think Dell is bad - wait until you have problems with your HP system(s).

Darr247 · Answer

If you think Dell is bad - wait until you have problems with your HP system(s).

Used to be you could justify the higher cost of Dells because of better support.
But if you're going to get former AOL tech-support either way you go, then the only choice left is to buy whichever one is cheaper.
Do note where AOL's tech-support has gotten that company, however.

Here's a suggestion: save even more money by just posting the troubleshooting script on the website and fire the support people that are +5.5 hours UTC.
Or why even have a live person whose 2nd-language english is no-doubt technically excellent (but with an accent so thick you cannot understand them) reading the script anyway? just have an accent-neutral american record it and when someone calls play it back to them on the phone menus... then they wouldn't even have to wait on hold 20 minutes before being walked through a system restore that wipes out all their personal data.

:emotion-3:

howyahangin · Answer

Where is this option to purchase US-based support? What is the support called? Can it be purchased in the first ninety days?

Locked Topics – Laptops General

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