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December 30th, 2015 11:00
Cannot use chat for monitors without a service tag?
If you follow the links for technical support chat, it requires you to enter a service tag in order to chat with a representative. As Dell is fully aware that some monitors not purchased from Dell do not have a service tag, why doesn't it provide the option to continue without a service tag? I jumped through some magic hoops with Sales to get connected yesterday, and then the agent lied to me and said they sent out a replacement monitor, when it fact they didn't (they asked me later for the service tag via email in order to process the order, but in the chat they said they created one and sent the order). Today, I've spent over an hour with pre-sales chat, trying to get them to transfer me to technical support chat. I've had three separate representatives say they were transferring me, but none of them did. One just hung up. It really is terrible. It's like I'm the first person in the world to ask for technical support for a Dell item without a service tag.
DELL-Chris M
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December 30th, 2015 17:00
The Dell exchange instructions for monitors without a service tag number are here. This policy has been in effect since I started (1997) and will continue until Dell starts adding service tag numbers to all monitors. I have not seen any emails discussing making a change.
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December 31st, 2015 16:00
Yes, I did read those instructions before interacting with Dell. My point was that it is impossible to start a chat with Dell technical support without a service tag, thus making this means of technical support unavailable to Dell customers who have purchased monitors without service tags. Unless you know a way of doing that, other than bouncing around pre-sales chat for a few hours until they figure it out? It's really a two-second fix. "Click here if you do not have a service tag.". Also, word to the wise: never leave a Dell encounter without a dispatch number. If the representative says they will send it to you later, because it takes a while to create, insist on them creating it now. Otherwise you might go through what I experienced, and spend six hours on what should have been a 15 minute interaction. Be advised also that (at least as of yesterday), the means of providing service without a serial number is broken at Dell. I advise immediately escalating to a supervisor if you need something soon, and let them know this functionality is broken and they will need to jump through a few hoops to get things going. Be prepared for at least 2 hours of time on this part alone, as apparently they have to wait in a bunch of queues with other teams.