Quality of Technical Support - Dell Managers Please Read

All,

I hope some Dell Manager reads this and if they do they can personally contact me to discuss. I want to complain and state that the quality of support at Dell has gone WAY down. I called with what should have been a very simple problem that I had with windows. I was having problems getting the "Windows Activation" to work with the product key that was giving to me by Dell when I purchased the machine. The error was invalid key. Before everyone bombards me did you type it in properly, I had triple checked and verified the product key at least 10 times and had someone else independently verify it. All I wanted to do was get a new valid key that I could use. Needless to say after 4 phone calls to Dell and 2 to Microsoft, I finally had someone at Microsoft who understood my issue and my frustration of my personal time wasted with an issue that took 10 mins. to resolve.

However, I wasted almost 3 hours with Dell on the phone. First, I own a IT consulting company and have been working in this industry long before Microsoft was even born. I clearly explained the problem to the tech support individuals, explained to them that I had to re-install the product because of failed hardware using the Dell Re-installation CD that came with my Dell Server. Before I called, I already had a deployed windows xp operating system that was patched, on the internet and all I was trying to do was active my windows XP product via the windows activation program. During my time with numerous support individuals which btw 2 hung up on me (in their defense I did raise my voice after wasting a long time with these individuals) because in my opinion the lack of training, education, support whatever you want to call it. I had individuals actually tell me that I had a bad disk. Which amazes me because I was actually working on the operating system that was installed on "this bad disk". Then I had another tell me that I had to buy a new system. Another tell me I had to buy a new version of Windows XP. Another said it was a bad CD and the operating system wasn't working. Another one even questioned if I was working on a Dell? Someone suggested that I should do the installation again this time using the Dell Re-installation CD. (Apparently someone has a listening problem....). Regardless I can't believe these are the suggestions and technical support being given to your customers. I truly feel bad for those amoung us who maybe are not technical.

I'm not sure what business model Dell and Microsoft are running over there with those suggestions but if its working for you, let me know because if customers are buying into it then god bless you.

However, for those of us who do not want to buy more swamp land in Florida, I really would appreciate an individual who has some knowledge or some common sense or better yet some training. Or if they are not sure then to direct me to a support person who can support me. Telling me I have to buy a whole new system, or that I have to buy another copy of windows for which I already purchased one from your company is ludicrous. If your going to charge me for technical support and then can't provide adequate support - then I would rather not have it at all.  As a consumer it makes me not want to buy a Dell or Microsoft again and the next purchase I make - I may have to think twice about it.

Alan