Chris,

I contacted XPS support and they were very helpful and fast.

I followed the instructions from this forum.

They answered very quickly

They did identified themselves

I called about 4pm mountain time

They helped me get my speaker plugged into the right plug and it is now working fine.

Thanks for the great service

 

On a whim I tried this sequence Chris but it does not work from Canada. Too bad. I have to go Canada to India and then I end up in Nashville for tech support.

Phil.

Sir Christopher of Dell

I have called XPS a couple times.

The first time wasn't so good. The second time was fine and I had a short wait. I could understand the tech for once, and he was helpful.

Now I will answer the questions below

2. Yes/No - Was your Express Service Code identified as an XPS?

Nope, it wasn't identified as even a Dell system.

3. What day and time was your attempt?

Daytime in the US but the early morning hours, i.e. 2 or 3 a.m. India time

4. If you were successful, did they state they were in XPS Support?

Nope, I had to ask if I was in XPS support to find out.

5. Using the above sequence, what group did you finally make contact with? I mean how did they identify themselves?

They identified themselves as just Dell tech support not XPS support.

This is not a question but just a passing comment. Most times when you are on with tech it seems that while you are explaining your problem to them, they are not real attentative and you have to repeat yourself. Now this didn't happen in XPS support as of yet, but I have only called 2 or so times.


Steve

Chris
I called XPS tech support yesterday, and dialed in the ext. they gave me to leave a message and someone would get back to me shortly.

That was over 14 hours ago and still no call back.

I have solved my own problem but felt you should know this. I will PM you the ext. that I dialed.
thanks for all your help Chris over these last couple years.

Steve

1. Yes
2. Yes
3. Fri 9pm, Tue 11pm
4. Yes
5. not sure, XPS Tech Support I assume, I got what I needed
6. replacement parts shipped within 2days after call
7. very satisfied so far

Chris
The system has never recognized my E.S.C. number.

2. No - Was your Express Service Code identified as an XPS?

3. What day and time was your attempt? 4:10 pm PST

4. If you were successful, did they state they were in XPS Support?

Being that my ESC number was not recognized I first ended up in Customer Care, I explained, as asked what my technical problem was, and stated it briefly and then asked to please just be transferred over to tech support. I knew I would just have to repeat all that info. He did, I heard about 3 please wait prompts...then a long silence and then a recorded code number. You know the one you hear when you have been disconnected. I did get a case number out of it thought out of customer care...Case Number: 1251591899


5. Using the above sequence, what group did you finally make contact with? I mean how did they identify themselves?
Never made it that far

Regarding XPS Support

1.  Yes, but not sure it was XPS support.  I never asked.

2.  Don't know.

3.  I called at all hours from 7 AM to 12 AM PST

4.  No

5.  I believe they said Dell technical support and Dell On Call.  I don't remember what Customer Service said.

Comments:  I have been disconnected too many times to count.  I have had good and bad experiences.  It is interesting that when they know they have helped me they ask for a rating and a survey, but never when they have done poorly.  This is a definite pattern.