I need help with Dealing with DELL Technical Support

I'll post the actual problem here soon, since the actual phone people couldnt help. . . . . they are blaming software on the problem, and that they wont help me with. They said that the software isnt covered under the warranty.

 

This could also mean that the dell support people could also simply say it is a software issue then not give support!

 

The lady also said that she was going to get her manager to talk to me, then came back on the phone and said he wasnt going to talk to me. I told her that I understood that the managers dont want to deal with the customer, and I understood that, and then I just hung up. If you are going to tell me that you are going to get your manager to talk to me ... then do so! Obviously this meant that he didnt have the time or the need to take the call.

 

r

Because I'm just sitting at work and the prompt comes up asking what action to take ... Like when you just place a different disc in the drive. But I'm not doing anything with the drive whatsoever. It seems like it is reinitializing.

 

rE

I have had the best luck with e-mail. Chat is always busy and the phone.....well, you have described the story.

If it is under warranty, they need to give you an answer.

Be sure to write exactly what the symptoms are. Exact messages you see, when you see them. Be complete but concise. "Don't say "my drive thinks it is getting a new disk". Or "I need a new drive"

Those are conclusions. Some support people will start with your conclusion and often it takes them in the wrong direction. Let them do the thinking, you do the reporting of facts.

An advantage to e-mail is you can read and re-read it. If it is clear that the person misunderstood, you have a persons address to write back to. Although, if that person is not available, someone else will answer within 24-48 hours.

It beats waiting on the phone forever.

Anyway, that has been my experience.

John