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IT technician working at a university.

Stop troubleshooting in a live chat box and over the phone. We hate that stuff. It is not my prerogative to do your job!

They refuse to dispatch technicians without troubleshooting first.

Let me make this clear from one IT technician to another, that is for you to figure out. You are the technician. That's why we call you Dell! If you need to send a Dell technician 2/3 times out, than so be it. It is your job to do the troubleshooting and fixing not us. “Here are the symptoms, now go fix it”. As an IT technician myself, we have our own problems to deal with. Compared to you guys, you all at your jobs.

Not to mention the fact you guys broke a computer trying to change a motherboard. My other colleagues who work tech positions say you all are lazy and incompetent. We also outsmarted one of your dispatchers that didn’t know how to troubleshoot. I have a big pet peeve sitting in a live chat box troubleshooting with Dell. My department spends 15 minutes to troubleshoot over the phone and somehow it takes Dell almost an hour. I am an IT technician too you know. I do not have time talking to Dell all day long. I have tickets too, phone calls and emails coming in from hundreds of students, faculty and staff. I remember a Dell guy on the phone had the nerve to ask me “You should just RMA this computer.”. Dude, here at our school we have over 30K students and over 5K computers and laptops. Unless the computer is completely destroyed beyond use, we do not do that. Not only does it waste our funds to ship back, but it also waste time. A school relying on limited federal funds for technology for students. Do you seriously think we are going to spend our money? No, we are going to make you spend your money. Because you are Dell, they are your computers and it is your job. So get out here and do your job. You guys at your jobs.