Precision 3680 Tower, is there anyway to get Technical Support?

Question

I CAN NOT FIND AN EMAIL ADDRESS TO SEND MY CONCERNS TO... ANY EMAIL ADDRESSES?

To whom it may concern (because so far it doesn’t seem like anyone is concerned)

First let me clarify, I am not your technician, partner or representative, however so far, I am the one doing the work to fix my broken Dell computer that is still on warranty.

I am certainly not a computer whiz; however I didn’t mind doing some troubleshooting if I could help. After submitting all the diagnostic test requests requested, we seem to have departed from troubleshooting to repairing… I had to buy a new disk to make a recovery drive, download software, make changes to the computers BIOS, reinstall windows.

In two days, I have received over 1500 words in emails with a list of 67 things for me to do, which does not include the overwhelming amount of things I had to do that were not explained, just told to “Follow the on-screen instructions.” I received either obsolete or inaccurate instructions naming menu headers and items that did not appear on the recovery menus.

After all of this, I am still in the exact same position as I was before, with a broken computer that is still on warranty.

February 03,

I called and wrote to complain about this. Hoping that something would actually start happening to get the service that I require.

February 04

The emails I have received say in the subject line they are from Marie, but in the body of the emails there signed Grace. So, I do not know who I am dealing with Marie? Grace? Or is it the same person maybe Ms. Grace Marie???

Regardless after my complaint yesterday, I receive an email today saying, “The case owner is Out of the Office and have limited access to emails”, is that Grace or Marie out of the office or did they leave together?

Are they the only two customer service people you have? There is nobody else that can help, I just have to wait indefinitely until they come back? Do you think they will be back before August 2027 when my warranty runs out?

I am now feeling desperate, frustrated and disappointed. I have written, I have called and I have done the long list of things you have asked of me. if I do not hear anything from you today I will need to consider contacting the Better Business Bureau (BBB) and any other consumer protection agencies I can get help from, because I am unsure where to go next.

Look forward to your response

Brett Wishart

DELL-Daniel V · Answer

For direct Dell Technical Support, click the blue "Get Help Now" on the right to start a private live chat session. Share with them the private Service Tag, issues, this thread link, and all of your troubleshooting. This will in turn generate a unique Technical Support case for your unique Service Tag.

There are several ways to contact tech support. I'd recommend using the Chat agent with the blue get help now button for the fastest way to contact support. Otherwise, you can also use this link here:

https://www.dell.com/support/incidents-online/en-us/contactus/dynamic?spestate

You will then be prompted to contact support via email, phone, or chat from this page. If you allow them to do so, tech support should also be able to remote in and troubleshoot issues with you.

brettAWE46ZMYQ54WS6UNN S · Answer

Oh I have contacted them by phone, by email, by the blue messenger... but I still have a broken computer and they are giving me no help. All they have told me is the owner of my work request isn't at work... really that is the best Dell can do?

DELL-Daniel V · Answer

@brettAWE46ZMYQ54WS6UNN S​  Hmm, generally any tech support agent should be able to help you with your service tag when contacting the support lines. Depending on your warranty level/region and if you're willing to do so, it may be worth requesting to mail the tower to a Dell repair center. If applicable to your tag, Dell would provide shipping materials for the depot teams to troubleshoot and repair. Granted, I'm not too sure what the issue would be exactly, but if its something that needs extensive troubleshooting or can't be resolved, then that could be a good alternative to look into. Again, I'd just reach out to your case owner or call/chat to look into that if needed.

brettAWE46ZMYQ54WS6UNN S · Answer

@DELL-Daniel V​  I have contacted them by email, phone and blue messenger ... So I'm supposed to keep calling and saying the same thing? Day after day? How many requests do you have to make on average to get a result? You don't think something is wrong with that. Here's a suggestion customer service and your technical department.... why not have customers just call once and explain everything and if necessary have the customer do all the tests and procedures you ask for and then Dell does something. But instead your suggestion is to just start over, explain again, do their test again and maybe if I'm lucky I'll get results. Doesn't seem right to me, is that normal for you. Should any customer have to go through this to try to get service Do you think maybe they just give you the round around so they do not have honor the warranty, hoping you just leave them alone eventually.  Why do I have to go through it all again? They have the diagnostic test results, they have my emails, what other possible information is required for me to call again and again Do you actually believe what you are saying or are you just saying things for your 'community'

mazzinia_ · Answer

@brettAWE46ZMYQ54WS6UNN S​ sorry to read about the issue. Would you maybe like to share what problem is having the computer, in case someone reading here may be able to help too ?By what I could infer reading : is posting , you can reach the bios , windows loads/installs (?)

Precision Fixed Workstations

Precision 3680 Tower, is there anyway to get Technical Support?

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