XPS Tech support help.... PLEASE!!!

Question

ok, i'm pushing 3 weeks of having problems with my new XPS 400 system and can't seem to get anywhere with Dell.  Evidentally because i purchased my machine through teh government employee purchase program, i am not entitled to use the chat support on the Dell web sight (still can't get any explanation from Dell as to why this is), and  for almost two weeks i've tried to get through on the phone to the XPS technicians.    I emailed Dell tech support with the error codes i've received, and within 6 to 8 hours i had a reply saying it sounded like a faulty hard drive, and asked me to reply with my address, phone number, and service tag number.  After doing so, i waited two days, and no response.  I emailed them back (a little on the angry side this time) and recieved a reply asking for my understanding due to the uniqueness of this product (not sure what that's supposed to mean either.  are they just now starting to sell XPS systems?).  I promptly replied back saying that if they were looking into the problem and it was just taking a awhile, i understood, but to please let me know so i wasnt left with the impression nothing was being done to remedy my situation.  They aslo gave me a code to use instead of my express service code on the phone that was supposed to direct me striaght to an XPS specialist.  Well, after sitting on hold for 2 hours, i finally gave up, and sent them another email asking what i can do to fix my computer.  Here it is 24 hours later and i still have no response.   Can anyone offer me any other ideas on how to contact Dell and get my problem resolved?  I dont understand why i cannot get through to there tech support on the phone.  After being denied use of the chat support (which i really find frustrating since thier phone recording says to use the chat service for a faster response), i've sat on hold at least 5 times for between 45 and 60 minutes, and for 2 hours last night.   Sorry for my rambling on....... i am getting extremely frustrated having a new computer that i can't hardly use without crashing.

jazzman1284 · Answer

Hi,

Everyone knows that XPS owners are supposed to get a special hotline, but nowhere is this posted! Pretty funny huh? Well, I finally got one after spending a long time trying to get a situation with my xps gen 5 resolved.

So you need to call the following number:

800-822-8965 (Tech Support)

choose

Option 1 (extension option)

and dial

7283787 (extension of XPS tech support)

give them your information and insist that you get a case number (remeber to be polite--if you make them mad they won't want to help you). If you already have a case number, by some chance, give this to them first thing. Once you have a case number always tell it to the person on the phone first (if you need to call back for the same problem only). Hope this helps.

~Jazzman1284

bhamburg · Answer

i've just spent close to the last hour getting transferred around the Dell phone system, and ended up getting put right back into the same place i've been getting for the last few weeks.  I'm about to give up.  I think if Dell gave me the option to return my new machine for a refund, id jump on it and go somewhere else.  I'm with you. this is the last Dell system i will buy after this mess.  and to think they advertise customer servie........

pratzert · Answer

Ya. I called that 800 number but NOT the extension and got someone who did not speak English, or at least not well enough that I could understand him.

I explained I had a problem with my DVD tray not opening, and he said something about wanting me to dis-assemble the power supply !

It got me nowhere fast. I have a DVD+RW drive I can't use on a $4000 Dell computer and can't talk to anyone about it who speaks English.

I'm VERY frustrated and I GUARANTEE that this is the VERY LAST DELL computer I purchase.

jazzman1284 · Answer

Yeah,  their customer service has really taken a dive in the past few years.  Back in 97 when i got my first computer (dimension xps D300) both customer service and hardware quality were much higher than they are today.  I have however noticed some improvements in customer service as of late (especially with that xps contact extension).

bhamburg · Answer

yes, i've tried the following numbers

1 800 624 9897

1800 624 9896

1 800 822 8965

I can get through to where i enter in my express service code, and get put on hold on all of the above numbers, and the on hold message says im on hold for an XPS tech...... i just never get anyone to pick up. and like i mentioned, i've waited for anywhere from 45 minutes, to 2 hours at a time with no luck. which seems odd if othert are obvisously getting through.

here's a real stupid question, but i figure i'll ask as i'm not very familiar with the technical side of computers and such...... but here goes. I have a slow dial up internet connection and have the old outdated phone lines that dont support high speed dial up. would this have anythign to do with having problems getting through to tech support, or are these totally unrelated issues? would callers with faster phone hook ups keep getting bumped in front of me leaving me on hold for hours? Just a shot in th dark here i suppose.

bhamburg · Answer

Jazzman, i did get in touch with a real person finally by using the extension. but then the lady told me i needed to be transferred to the business department (i guess it has something to do with buy ing my computer through the government employee purchase program?). She tranferred me to another person, who told me that because i had an XPS system, i needed to be transferred to the XPS department....... and while on hold beign tranferred i was cut off. So i called right back, got through to another person by using the extension number, and he set me up on a conference call to get me through to the XPS technicians... and get this, after being on hold for over 20 minutes, he gave up and hung up on me!

This is just great.......i have a computer that i can't use, and no way to get a hold of anyone at dell to do anything about it. Now that's how you sell computers!

GuardianXPS · Answer

So, maybe If I am mistaken, you might be under a company support queue and not XPS.   Have you tried to dial 800-624-9896 then work through the prompts to enter your express service code? I would try that, I have as many others here and do get to an XPS Tech.   Guardian

jazzman1284 · Answer

I don't think that phone lines work like that, but then again I don't know for sure.  Also, what times of the day are you calling?  Try to call earlier in the morning for a better chance of a quick response.  You also might try post what problems you are having with your computer in this post and/or another new post.  There are a lot of smart people on these forums who might be able to help, so try and be as specific as possible. Message Edited by jazzman1284 on 12-07-2005 11:19 PM

rwinegar · Answer

Let's face it.  There is no tech support at Dell.  Dell pretends that it exists in order to get people to buy their computers.  But anyone who owns a Dell computer, me included, knows better.  Dell's reputation would improve if it publically announced that it does not provide tech support.  This would be better than making it's customers discover this all by themselves by spending hours on hold before finally getting cut off by non-English speaking people who have no training or any intention of helping anyone.  We've all been there.  Why do some customers continure to pretent that tech support really exists?

bhamburg · Answer

that's great to hear.

Question, as i am not real familiar with the components inside the computer case, if they offer to send me a new hardrive to install, should i go for it, or ask them to have a service tech come take care of it? I am fairly mechanically inclined but have little to no experience with copmuter repairs.

jazzman1284 · Answer

it does exist--i'm getting a new part for my comp shipped to me.  this however does not mean that it is very efficient or easy to access--which is really the problem (along with outsourcing of course).

Aeterno · Answer

If your warranty covers onsite service, then by all means have a tech come to do it... If it doesn't, ask how much it would cost and decide from that whether you want to pay for it to be done, or if you want to do it yourself. We can probably help you with that :)

yatesd · Answer

bhamburg,

I have had the exact same thing happen to me!!! I purchased my computer through a student discount (been taking classes at UOP).

I had read a review from PC Magazine touting the better support, the special phone number, and a card to reference (with contact info) that was supposed to be shipped with the system (which I didn't recieve).

Anyway, the day that I setup the system, I had problems with the Sonic software on bootup so I called Dell. I tried the main number, then was told this was an XPS issue, and transferred, then I was told that Dell considered Education customers, small business customers (whatever that means). Anyway, I spent at least 3 hours on hold the first day, and tried for another 1hr 40min the next day. I finally reached someone that told me that I should have recieved a Sonic CD and that he would overnight (by the way I should have recieved Monday, but still have not received).

In addition, I couldn't track my order or use the personalized "my account" website because supposedly I couldn't associate my education customer number with a customer number that I had once had for personal use. What a nightmare.....

Oh, then the other day I was reviewing the forum and saw that (SteveB?) from Dell said that they would send you the CD for the operating system and other software installed in your system if you made a request. So I used the online chat, and sent an e-mail (Dell touts that this is the preferred method). The person on the other end refused to respond to my request stating that I needed to speak with the XPS support people. He claimed that I should call the main number and my express code would route me directly. We went back and forth about 4 times and I finally gave up...:smileymad:

Here is the response I recieved:

Thank you for contacting Hardware Warranty Tech Support.

I understand that you are experiencing an issue with your XPS system.

Dell Valued Customer, I really apologize but I cannot do anything. XPS has totally seperate queue and hence,all technical questions and requests for technical warranty support are best handled by our XPS Specialty team.

Dell phone support technicians can be reached at 1-800-822-8965 and are available 24 hours a day, 7 days per week.

If your issue is urgent and requires immediate assistance, please utilize our 24 hour phone support at 800-822-8965.

Thank you for contacting Hardware Warranty Tech Support.

Respectfully,
Neo
Dell Rep # DD5127

Message Edited by yatesd on 12-08-2005 08:37 PM

pratzert · Answer

yatesd,   I have had nothing but XPS systems for many years, and I have NEVER received the little 'Mystery' card nor any literature that has the 'Mystery' XPS specialized support listed on it.   It's like a like the top secret recipe for Kentucky Fried Chicken locked away in a vault... and they won't share !   I get the big run-around every time I call.  It would be a great skit for Saturday Night Live.   Unfortunately, it's not funny to me.  It's very sad to see, yet another, American company going down the drain.

GuardianXPS · Answer

It might be something new. I will check with some of my gaming friends to see if they got the letter. Guardian

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XPS Tech support help.... PLEASE!!!

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