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Does anyone else have a problem with Tech Support?
Why is it a simple call can turn into the most maddening experience? Two weeks ago, my computer wouldn't start at all. It just sat there. I tried removing the battery, unplugging the ac adapater, everything in the the hopes once they were reinserted, it would work. In the meantime, I call tech support. I get this man on the phone who barely speaks English. He tells me to "turn the computer on." I tell him "Sir, this is why I called. It won't turn on." So he runs me through the same thing: remove battery, disconnect adapter from power source, etc. Same thing. He then tells me to hit the start button for fifteen seconds. I do this. Still no start. He says, "well, we need to turn it on." No, really?! After him giving me the exact same advice again, I ask politely to speak to a supervisor. He says, "M'am, the supervisors are all busy. I can help you." I try again, telling him that so far we have not been able to communicate to one another, and to please, please get me a supervisor. He says the exact same thing, which causes me to explode at him, "GET ME A SUPERVISOR! THEY CAN'T ALL BE BUSY!!!!!!!!!!!!!" he relents, and the one I get barely speaks English as well. He says he will send out someone to look at the computer the following week.
That tech comes out, takes the entire laptop apart and tinkers with it for two hours. When he is done, he tells me, "She's all set." and leaves. I get home that evening, and no, she is not "all set." Now, it gets stuck in the Windows XP start-up screen. Back to Dell. The person who answers tells me that I have a virus, and the hardware guy should have told me this. "But no problem, because for $240, we can erradicate that for you!" I almost died. I asked why I bothered to have MacAfee, when it was obvious it didn't do its job. And if it indeed was a virus, why did a hardware guy come out? And why did he tell me it was fixed? The man had no answer for me. I told him I would need to think about it and call back. A friend who does tech support took one look at the computer, and says it appears one of the problems is my wifi card being carroded. He ran a virus scan, and there is no virus. I called Dell, and they are sending out a wifi card to me. I sincerely hope this works, because right now, I am stuck having to do a system restore just to get the computer to look at me in the morning.
Sorry for the long post, I am incredibly frustrated, and wanted to see if anyone else has had this problem.
Indeed, Dell TS has been a source of frustration! I installed this XPS400 last week. A simple probem existed before I had changed anything; the scree saver and power scheme never happened... The problem is with the Windows Startup configuration; ie: if I turn off "Load Startup Options" in msconfig, they both work.
I spent 4 hours on the phone, and was transferred (with the usual waits) 4 or 5 times, and had to hang up an dial a different number 3 times! At the end of that frustrating session, I was told that it was a software problem, and I would have to pay $239 to get any support!! Since the problem was shipped from Dell, and they had configured the system, I find that position intolerable...
Does anyone know how to isolate the offending "Startup Item"? There are about 30 of them.
ea0b49a6d8b8461
3 Posts
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Posted June 10th, 2006 10:00
I am so glad I am not the only one who has such problems with the hardware tech. I can barely understand one tenth of what they say. I had a total system crash last yr and after 15 calls and staying on the phone for hours I had to finally purchase the software help. It makes me sick to pay as much as we do for a laptop and still have to purchase support. All I heard was it is the hard drive it is not the hard drive it is the software Well excuse me I reinstalled the software that came with the pc so if it is software problems it is your problem. After I called the software support and paid the 200 some odd bucks. It is working better but the tech took over the pc and didn't explain what he was doing in order for me to do it on my own if need be. Oh well just wanted to vent some of my frustration at the Dell support. I will never ever buy another dell pc.Well friends, here is the outcome:
The wifi card arrived, we installed it and voila! The problem is solved. My friend did not see any areas that looked corroded, but it is such a relief to have the computer back.
I was wondering if anyone has had problems with keys sticking or coming right off the laptop? Mine started to do that a month after I bought it, and still does from time to time. I figure, it is a minor problem, so I never complained. But wouldn't you think that after all the money we spend on this equipment, that it wouldn't do that?
Just a thought :smileywink:
BigBrother
2 Intern
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4801 Posts
567
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Posted June 4th, 2006 22:00
MzMandi,
Your experience with Dell Tech Support is not uncommon. While Dell's overseas Tech Support is continuing to improve, there is still plenty of room for improvement.
The onsite technician who came out to your location probably had instructions to correct a problem which was causing the system to not power up at all. He apparently did that. Dell's onsite technicians do not provide any support for software issues at all. While he certainly should have asked you to try the system and to verify that the problem was corrected, he would have referred you to Dell Tech Support for assistance in resolving any additional issues when you discovered that the system only came up to a Windows startup screen. Dell's onsite technicians are trained by Dell to replace failed parts in the computer. They are not trained by Dell to diagnose or resolve software problems. The subsequent diagnosis of a virus by Dell Tech Support was obviously incorrect.
If your wifi card shows evidence of corrosion, then the system may have experienced a spill of some liquid onto the system or may have been placed on a surface which was wet. Laptop computers and liquids do not mix well at all. If this is the case, you may find additional problems with your computer if other areas got wet as well. Have your tech support friend check try to inspect the system (if possible) to determine whether any additional components are showing signs of corrosion.
Steve