Hello oc1,

You are on the mark with this post.  I purchased My Tech Team last fall after I purchased my XPS 730 H2C and they have been wonderful to speak with on the phone and to work on my rig.  I have had three in home visits and each repair has gone very well, and when they say next day service they truely mean it.

I live in Huntington, WV and my first Tech Team engineer came to my home from Indianapolis, Indiana, which meant he traveled through Ohio and Kentucky to get to my home.  These guys go above and beyond to help the customer out.

Best,

Darrell WV

You mean you really get the service you pay for?  :emotion-2: .

I'm nursing a 15-year "no tech support" streak (mostly luck, partly just stubborn) but I think a lot of people have unrealistic expectations of the quality of service they get with the standard warranty, especially given how many low-priced PC's Dell sells.   My first 2 (non-Dell) PC's came with 3-year standard/North American support, but they were pricey, and as of 11/2008 the company is in Chapter 11 :emotion-6: .

I'm usually loathe to use tech support as well, but when you buy a brand new computer and it's freezing up every other day for various reasons, such as display hangups and hard drive issues, it goes beyond fooling with settings, drivers, etc. After dealing with the regular Dell tech support , it became apparent they can't order new hardware or a technician to visit your home unless something shows up in the diagnostics. But the Your Tech Team folks will tell you that not everything shows up in diagnostics and something like a faulty motherboard is one of those things.

All in all, the moral of this story is, you don't have to get the 3-year standard NA support for tons of money. If you're having issues and your machine is under warranty, go for one month of NA tech support. Chances are, the Dell folks will have you fixed up in just two or three days. They're amazingly competent.

I am really glad to hear that some people are having good experiences with Your Tech Team, but I really am not.  I purchased a contract with the new premium service Your Dell Tech Team in late January 2009.  I have experienced quite a few problems with my Dell XPS 1530, so I thought the Dell Tech Team would be a good option for me.

I have never been so disappointed by a service that is advertised as a premium option.  The technicians have not been any more prepared to solve problems with my system than they did before I had the service.  I have had to "restore my system to factory settings" 3 times since January 23rd 2009 alone. 

The real problem is that the service, follow up and communication simply isn't better.  Everyone is basically "nice" but for an extra 180 bucks a year, I would actually prefer to have resolution rather than nice.  It really feels like a huge waste of time and money and I have never really felt that way about a dell product before.

Of the 6 or 7 reps I have spoken to, only one has been obviously more talented and better prepared to solve problems than the others.  I really wouldn't recommend this "premium" service to anyone... but it may be better in terms of value than the typical 2 or 3 year warranties.

Quick question-- I'm looking to purchase a new system. Are you saying it's possible to buy the lower grade warranty, without the YTT (Your Tech Team) and then upgrade if I'm presented with a problem that can't be easily fixed? Thanks for your help!

Hello stone8,

YTT is a stand alone product that was available after purchase last year, so I would imagine that it can be purchased anytime, however, you need to have at least one year of warranty in force at the time of purchasing YTT. Here is the wording:

Important Additional Information

Services will run for the term indicated on Customer’s invoice. Customer may be entitled to

extend the term depending on available options then in effect and in accordance with Dell’s then-current

procedures.

1-year Service – Customer must have at least one (1) year left on the warranty on

Customer’s Supported Product in order to purchase one year of Service.

Thirty-day trial – Customer must have at least thirty (30) days left on the warranty on

You can read the whole thing at:

http://www.dell.com/downloads/global/services/con_your_tech_team.pdf

I personally think that YTT is one of the best values for the dollar.

Best,

Darrell WV

Yes, you can purchase the system at the reduced price without YTT now, and purchase YTT at some point later.  I believe, however, (and don't quote me on this) that it may be cheaper at the point-of-sale than it is at the point-of-need.  And you do not NEED to have at least one year of warranty on the system, like the site says.  If you have less than a year of warranty, we can pro-rate the price of YTT to coincide with what warranty you have remaining.

Hope that helps.  Let me know if you have any other questions!

I'd like to know - how do you get set up with YTT. My parents are 85 adn 91, and anytime they have a technical problem with their computers it's a major issue. They have no patience with the out-of-country Call Centers. The language is sometimes there, but the comprehension is not.

I bought my from Customer Service.  Since it is a "sale of product" the sales staff is quite eager to be helpful.

You will need your parents service tag number and express number from the computer in your hand when you call and order Your Tech Team, when you call the toll free number and give the person who answers the call the service tag number it comes up on their screen that the service tag number is associated with YTT and the call is transfered.  Pretty neat system.

Best wishes,

Darrell WV