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@juiced wrote:

 I have made several attempts to get Dell phone tech support today, with no success .

 

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What do you mean?  They didn't answer, or you didn't wait your turn for them to answer?  If it's under warranty, you're going to have to go through them, either by phone or by the far less reliable e-mail/web support process.  Phone support isn't necessarily instantaneous, but it's the best option they offer right now, and we all have to deal with the hold time.

Flooby-

You must work for Dell tech support. If this is true I pitty you. After a 20 min. wait yesterday, I got disconnedted. Redialed, again and went through the correct menus. After a fifteen minute wait, disconnected. Same thing this morning. I finally spoke to a human. What is frustrating is that I am caught between the "is it the power supply or is it the mother board scenario". Dell is sending me a new power supply even though when I read the volts and amps at the power supply bayonett it is as published on the placard on the power supply brick. Oh well, at least I am now in the loop and hope to have an operational laptop in the near future.

 

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@juiced wrote:

Flooby-

You must work for Dell tech support. No, I don't.  The vast majority of people answering questions here don't.  The few that do are identified as Dell representatives, and you'll note that there aren't that many of them around here.  If this is true I pitty you. The word is "pity," and it's misplaced in this instance.  After a 20 min. wait yesterday, I got disconnedted. Redialed, again and went through the correct menus. After a fifteen minute wait, disconnected. Same thing this morning. I finally spoke to a human. What is frustrating is that I am caught between the "is it the power supply or is it the mother board scenario". Yep.  That's part of the diagnostic procedure.  If the system won't power up long enough to run the Dell Diags and rule out an internal failure, or if there's no diagnostic test for your specific malfunction, there's going to be some guesswork involved, since the support person obviously isn't there with you and the system.  My point was that if you have a system under warranty, there's a limit to what you should be experimenting with prior to getting the problem on the record with Dell, because if you start trying too many suggestions from the rest of the world, there's a good chance that you might wind up doing something that either voids your warranty or makes the thing that much more difficult to diagnose and repair.  We've all been through the drill of getting disconnected/misdirected/inspected and rejected by phone support, but it's a necessary evil if you don't know how to fix the thing yourself, or if you're expecting to get it fixed under warranty.  Dell is sending me a new power supply even though when I read the volts and amps at the power supply bayonett it is as published on the placard on the power supply brick. Yep.  Some of the techs start with the cheapest fix first, and work from there.  (Some don't, but we're not always lucky enough to get them first thing.)  You still have to go through them, if you want it repaired under warranty.  Those of us who have had the misfortune of trying to get anything accomplished via web or e-mail support know that however imperfect, phone support is still the best option when it comes to warranty repairs.  It's not always quick, and it's not always easy, but it beats the alternatives.

My experience with Dell email and phone support is the opposite of yours.. I support a mix of about 200 various model Dell Optiplexes and about 50 various model Inspiron/Latitudes. Recently we've had a rash of failed components, and rather than wasting my time listening to Dell's cheezy music, and running the risk of getting dumped by their screwy phone system, and likely having to cut thru a thick accent, I submit support requests via the web page, and found that it works just fine, thank you! .. Early on, when I began at my current position, we had a touch of the GX270 capacitor problem, and, based on the advice of my predecessor, tried the phone route to Dell.. I shot enough time on the phone, that my boss asked if I had decided to grow a phone out of my ear. The next problem to pop up, I went the email route, half expecting it to be flaky too.. I was pleasantly surprised, fast response, and other than the "are you sure its plugged in" troubleshooting tips in the initial response message, once I let the responding tech know what I've done troubleshooting-wise, I've had next to no problems with a very fast turn-around on warrantee parts.. Your mileage may vary....

Dave Frandin

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@dfrandin wrote:
My experience with Dell email and phone support is the opposite of yours.. I support a mix of about 200 various model Dell Optiplexes and about 50 various model Inspiron/Latitudes.

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...which probably means you're going through business support personnel, rather than the outsourced, off-shored, "English as a second language" crew that the average home or small business user is stuck with.