A followup call got me and transfer got me to the right department. I asked about the error message and checked the clips with the operator (who was very nice and i was not at my best initially). However, when asking why these particular parts were 3 & 4 I asked is there was another heat sink. She replied if there is another processor. My machine was purchased with two processors from dell - im inside my computer an she has no idea it has two processors. At that point I thanked her and again the phone disconnected (no call backs either). It seems the days of true troubleshooting from dell technicians are over. It was a great run and I hate to see such reliability fall by the wayside.
Not good! All of the data they needed is available in our tools. They should have been able to see your specific system model and specifications all derived from the service tag number. Next time, post any Precision hardware issues on the Desktop General Hardware board or Laptop General Hardware board. The Forum users are knowledgeable and can assist in troubleshooting.
The latest followup - this is horrific. How has dell become this. Pathetic grammar and they even got my name wrong in replying to my email. Does not scream anything other than incompetent. I am better off using message board help than the company that manufactured my computer. Sad.
this is an email chain with dell customer support. My last email reads:
My name is Richard - not James. Good grief.
On Jan 6, 2015, at 1:11 PM, AlabangSMB CA DIV_ LIZIELO2094 wrote:
Hi James,
We would like to apologize about this recent event; rest assured will raise this concern to our manager for further investigation and to make necessary action for the same issue not to happen again. We at Dell will take your feedback seriously and an opportunity to improve our service.
If in case there are other issues that you would like to raise please do reply to this email.
Thank you very much for your time and for choosing Dell.
Liz
Dell Support
--- Original Message ---
From: "Richard xxxxxx"
Received: 1/6/15 11:45:42 AM CST
To: Dell_Support_NAE819
Subject: RE: Dell Technical Support; Service Request#xx5450505
Liz-
I decided to go with a local store for repair of my computer and will continue to do so. I have watched Dell’s responsive to issues become much less responsive (I was provided no information that I could not have gotten with 5 minutes of google searchs). It took me 60 minutes to get to the appropriate personnel. When I finally reached those personnel, I was horrified to learn while inside my computer – that the service personnel were unaware I had two processors in my machine. I was not pleased with the knowledge of the support personnel nor the efficiency with which my call was routed. I am, for the first time, very disappointed in the level of support offered to your precision customers. However, feel free to close the case – I have chosen to seek support elsewhere.
Richard
From: AlabangSMB CA DIV_ LIZIELO2094 [mailto:xxx19@dell.com]
Sent: Tuesday, January 06, 2015 12:26 PM
To: Richard Sxxxxx
Subject: Dell Technical Support; Service Request#xx5450505 <<#3100729-12861892#>>
Hello Richard,
Thank you for calling Dell Technical Support. Do you have any feedback about the overall service? Please let us know so that we could address before we archive the case.
Regards,
Liz
Resolution Specialist
Hardware Warranty Support
Dell | Small and Medium Business Technical Support Group
------ Please do not remove your unique tracking number! ------
cadmus123
4 Posts
0
January 4th, 2015 19:00
A followup call got me and transfer got me to the right department. I asked about the error message and checked the clips with the operator (who was very nice and i was not at my best initially). However, when asking why these particular parts were 3 & 4 I asked is there was another heat sink. She replied if there is another processor. My machine was purchased with two processors from dell - im inside my computer an she has no idea it has two processors. At that point I thanked her and again the phone disconnected (no call backs either). It seems the days of true troubleshooting from dell technicians are over. It was a great run and I hate to see such reliability fall by the wayside.
DELL-Chris M
Community Manager
•
56.9K Posts
0
January 5th, 2015 05:00
Not good! All of the data they needed is available in our tools. They should have been able to see your specific system model and specifications all derived from the service tag number. Next time, post any Precision hardware issues on the Desktop General Hardware board or Laptop General Hardware board. The Forum users are knowledgeable and can assist in troubleshooting.
cadmus123
4 Posts
1
January 6th, 2015 10:00
The latest followup - this is horrific. How has dell become this. Pathetic grammar and they even got my name wrong in replying to my email. Does not scream anything other than incompetent. I am better off using message board help than the company that manufactured my computer. Sad.
this is an email chain with dell customer support. My last email reads:
My name is Richard - not James. Good grief.
On Jan 6, 2015, at 1:11 PM, AlabangSMB CA DIV_ LIZIELO2094 wrote:
Hi James,
We would like to apologize about this recent event; rest assured will raise this concern to our manager for further investigation and to make necessary action for the same issue not to happen again. We at Dell will take your feedback seriously and an opportunity to improve our service.
If in case there are other issues that you would like to raise please do reply to this email.
Thank you very much for your time and for choosing Dell.
Liz
Dell Support
--- Original Message ---
From: "Richard xxxxxx"
Received: 1/6/15 11:45:42 AM CST
To: Dell_Support_NAE819
Subject: RE: Dell Technical Support; Service Request#xx5450505
Liz-
I decided to go with a local store for repair of my computer and will continue to do so. I have watched Dell’s responsive to issues become much less responsive (I was provided no information that I could not have gotten with 5 minutes of google searchs). It took me 60 minutes to get to the appropriate personnel. When I finally reached those personnel, I was horrified to learn while inside my computer – that the service personnel were unaware I had two processors in my machine. I was not pleased with the knowledge of the support personnel nor the efficiency with which my call was routed. I am, for the first time, very disappointed in the level of support offered to your precision customers. However, feel free to close the case – I have chosen to seek support elsewhere.
Richard
From: AlabangSMB CA DIV_ LIZIELO2094 [mailto:xxx19@dell.com]
Sent: Tuesday, January 06, 2015 12:26 PM
To: Richard Sxxxxx
Subject: Dell Technical Support; Service Request#xx5450505 <<#3100729-12861892#>>
Hello Richard,
Thank you for calling Dell Technical Support. Do you have any feedback about the overall service? Please let us know so that we could address before we archive the case.
Regards,
Liz
Resolution Specialist
Hardware Warranty Support
Dell | Small and Medium Business Technical Support Group
------ Please do not remove your unique tracking number! ------
<<#3100729-12861892#>>