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kdibricida
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May 13th, 2004 15:00
Horrible Support for OpenManage
Does anyone else think that Dell Support for OpenManage STINKS. I have been on the phone for over 3 hours getting bounced around to different queues. Only to be told that no one can help me.
Shouldn't dell support its software. One person even told me that there is no one within Dell that supports OpenManage software products
- J_Meklenburg - this is not the IVR I receive.
To dial an extension press 1.
To make a purchase ... press 2.
Technical Support or Technical question press 3.
for all other issues press 4.
then... this nonsense. i have no idea what to choose here for OpenManage.
order or service call status. 1
returns press 2.
support with tech issues. 3
all other issues press 4 J_Meklenburg
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Posted January 7th, 2005 12:00
I posted that message in April of 2004. Seems Dell has changed their phone menu. You can always ask whomever you get on the phone, who you need to talk to to get OpenManage assistance.- Sorry I didn' realize your post was so far back. When I finally get a live being on the phone they have no ide what OpenManage is or why I'm asking for an "alleged" queue. DELL employs people in their call centers who can't transfer calls. The sad thing is that the previous DELL technicial told me to ask for the "openmanage queue" DELL's term not mine!!! Ahhhhh. I'm using DELL's terms and they don't understand.
J_Meklenburg
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Posted May 19th, 2004 12:00
That's not true. I've spoken with the OpenManage group a number of times. I call 800-822-8965 and get into the PowerEdge group. When the person answers the phone, they always ask me if I'm having an OpenManage issue. I've spoken with someone by the name of Michele, who is really good. She has years of experience with management software (mostly HP OpenView, she said). She can talk about management software from her experience.
I've also spoken to someone named Valerie. She was nice, but I don't think she has actual experience. She didn't help me with my core problem until all my firmware, etc was up-to-date. And I know, from direct experience, that folks who do that normally don't have IT experience, just tech support experience.
Both helped and also emailed me links for documents, etc. But I'd try to talk to Michele over Valerie, if you can.
Good luck.