Tech Support Hung Up on Me

Since this is a user to user forum, that may not happen. There is only two ways, through email support or tech support. I would suggest call again, this time take only the disk that don't work and freeze the system. Have those handy, send the rest to a friends house. Call tech and keep changing disk. But here is the kicker, don't tell tech support you need a new drive, I would suppose that they don't like being told their job, I know I don't. Be kind, courteous and most important, patience is a virtue that is really needed when talking to tech support. After trying all the things they tell you, then the only possible recourse is to have you send the system in, or send you a new drive. I never have a problem with tech support, maybe because I keep thanking them for being there for me? It takes me a while to get to tech support, but usually when I am there, it goes by quickly. Last time it was with my daughters 1000, it needed a hard drive. I reseated everything then ran the diagnostic CD, wrote down what the errors and told tech what it said. After a few minutes he started the process to return the laptop to be fixed. Turn around in less than a week. I don't seem to have any problems with the outsourcing tech, I think because if someone thanks them for being there and helping, it is a custom in their land to be more helpful themselves. Don't know for sure, but it seems to work for me.

I don't know if my first post sounded rude, but if it did, I'm sorry and I was frustrated.  Honestly, I was very patient with them.  I waited the hour until someone finally picked up, listening to the recorded help loop over and over again.  Then I spent another hour trying to explain my problem to the guy on the phone.  He kept insisting my disks were corrupted and won't work, but they work elsewhere.  It's like he wasn't listening to the actual problem.  I didn't say anything about replacing it until he said "We could replace the CD-ROM drive."  I replied "That would be great." then he immediately balked.

 

I mulled it over for awhile and talked to some friends, most importantly one of my college professors who was shocked at the fact that he hung up on me.

 

I called Tech Support again, and just got off the phone with them about ten minutes ago.  I would have posted sooner, but I was doing my Happy Dance.  When he asked what was wrong, I said "I'm having problems with my CD-ROM drive" and the first thing he said was, "Alright, I'll get another one sent out right away."  Just like that.  It was so much easier and hassle-free, especially compared to the first call.

 

I've always had a high opinion of Dell, and the second call really reinforced my confidence in them.  I don't know what was up with the first guy, but the second guy was so much more helpful, and I can tell you it was a huge relief.

 

It should be here in 3-4 business days, and I'll try to remember to post when it arrives.  Thanks Dell, for fixing my problem ^.^

 

-C.S.-

I would call back and just talk to another tech support.  I had a problem with my drive the other day, and I told them that the drive was clicking when I put a disk in and nothign happened.  He immediatly said "Ok, I'll send you a new drive." That was it, no more technical questions asked.  Two days later, I got a brand new dvd-burner driver, which was actually better than my old one (dual layer vs single layer, and burns dvd-r too).  So try again.