Support is too busy? Call back later?

Question

Is this common practice? I purchased my first Alienware desktop during the holidays for my son. This morning, it would not power on, at all. I exhausted all of the community suggestions, so I decided to call.

1st call was dropped after waiting 15 minutes
2nd call was answered by Virginia, after waiting 15 minutes, who told me no agents were available and to call back in three hours.

This is my first time calling support so I don't know what common practice is now. Are they more concerned with wait queue stats than actually providing support? Seems like a quality issue and I may have chosen the wrong company.

Is this an isolated issue?

DELL-Nat M · Answer

We understand that wait times can be frustrating when you need help. If your system is still under warranty, we recommend using Get Help Now, a quick and easy way to connect with Dell Technical Support.

Just click Get Help Now in the bottom-right corner of this page.
Have your Service Tag ready for faster assistance.
You’ll start with a virtual assistant, but you can request a live agent at any time.

Give it a try and let us know how it works for you!

riobel911 · Answer

Thanks for the reply. I wasn't expecting anyone to provide me with the answers, beyond if this was expected or normal service delivery.

I was more surprised by someone actually answering and telling me they were too busy instead of attempting to provide support or simply assigning me a case number to reference in subsequent calls. I would wait longer if it meant my voice could be heard. It gave me the impression that the operator was more concerned about keeping the queue time and volume size low than actually providing service. If that is common practice, then I know what to expect - poor service.

I just called again. This time my call was handled very professionally. I will have a technician repairing my computer early next week.

So my faith is restored and it appears Dell has a few bad apples in their customer service department.

Mary G · Answer

Try calling again on Monday when the offices are open and fully staffed. Weekends are the worst time to call. You can try the support page to start the process. Service Requests | Dell US

This is still the user to user forum, not Dell.

Alienware Desktops

Support is too busy? Call back later?

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