Unsolved
This post is more than 5 years old
1 Rookie
•
13 Posts
0
3756
September 30th, 2019 13:00
Dell Support Chat is not working
I've tried using Dell support chat on 3 different devices but it is not working, it constantly loads. It's extremely annoying since I simply wanted to request warranty support. I searched around and many people are told to install some Dell support assist program but why would I do that on a different desktop that wasn't even bought from Dell and has nothing to do with the warranty? I wish there was a easier process than this.
0 events found
No Events found!
DELL-Chris M
Community Manager
•
56.9K Posts
•
232.1K Points
0
October 1st, 2019 06:00
Are you starting from the Dell USA Chat page, Live Chat with a Dell Expert, and clicking "Contact Now" under Technical Support?
The Dell SA (SupportAssist) software should be installed on the Dell PC in question. See the SA FAQ here. If that Dell PC in question is functional to the point of getting on the web, you would use the SA software to troubleshoot the issue, run diagnostics, and if possible, allow a technician to remote into the Dell PC.
If that Dell PC in question is NOT functional to the point of getting on the web, then using any other web device should work to use the Dell USA Chat page linked above.
MOCCOR
1 Rookie
•
13 Posts
1
October 10th, 2019 11:00
I managed to contact Dell on Facebook and get a quick reply.
The problem is due to it apparently requiring the Support Assist software in order for that chat to even work. Without it, it just endlessly shows a loading icon. A chat assistant connects and sends their response and we are unable to send anything back. The reason I believe it is due to the silly requirement of the Support Assist software, is because every single thread I found about people having this same problem, they were told to install support assist. Which I will not do on a device that wasn't made/sold by Dell nor should anyone have to. We shouldn't even have to do it on Dell hardware, how many other websites that have a chat feature require anything more than a web browser to use them, its a unnecessary requirement and a headache to even people with Premium Support care.