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had a vid card under warranty go bad and these people are so inefficient it's pathetic.

sent a detailed email to tech support - fan stopped, card got hot, artifacts so badly now you can't read the screen, etc. - tech support said ok we'll replace it where do we sent the technician - I said just send me the card - no response for about a week then I start getting calls from "Ben" in Mumbai....."are you sitting at the computer now?"...guy didn't have a clue what I was talking about, said tech support had to authorize return....etc.

After a few chats with "Ben" got totally fed up and sent another long email to tech service filling in all possible text boxes with details about this 3 week process....finally got an email from someone else and the replacement card was on my desk when I came in to work today.

Next stop was a fun Christmas auction on Ebay for "Genuine Defective Dell Part!"

The only other real warranty stuff I've had to do was with HP and I've usually had the part in 3 days or less....

I hear so many mixed stories about Dell support I dont know what to think. I have a friend with a Dell laptop. The screen got very dark one day and she could not adjust it enough to make it comfortably usable. The thing had one month or warranty left on it. She called them and two days later a Dell tech showed up at her house and replaced it without any hassles or issues at all. Only took her one phone call.

Wonder how much "Ben" makes an hour? Kinda makes you wish Dell would raise thier prices a few bucks and take care of the US customers here.

ben got a raise - becouse he saved The dell Computer Company money - he did such a good job.
he keep costs down till you fired off that email and then benny his brother desided you wouldn't go away or buy a replacement .so he better ship you the part you needed !

the raise was 5 grains of wheat to go with the 20 grains of rice he was making per hour .and also as a extra bonus .BEN and his Brother got to park there RIPSHAW in the VIP spot for A DAY !

Originally posted by dadx2mj
I hear so many mixed stories about Dell support I dont know what to think. I have a friend with a Dell laptop. The screen got very dark one day and she could not adjust it enough to make it comfortably usable. The thing had one month or warranty left on it. She called them and two days later a Dell tech showed up at her house and replaced it without any hassles or issues at all. Only took her one phone call.

That's because Dell laptop support was moved back to the USA, after they had so many complaints. Now you actually speak to someone a little more understanding/competant.

Larry

Never really have a problem with them except you have to go through the troubleshooting motions with the first level tech to confirm it's really dead, then they usually ship out the replacement 2 day air.

HOWEVER you definately get better support if you buy the computer from the business division. Since you don't need to have a business to buy from the business division (use your name as the business name) I always tell clients to order from the business side. You USUALLY get an American for tech support, and it's definately better service.

Dell sucks.

Greg

i haven't had any problems that i can think of with either dell or HP service...i've dealt mainly with HP. whenever i call in a problem they just ask where to ship the part or if i want a tech onsite...and if i say ship it they always ship next day air w/ a paid return label for the bad part.

Originally posted by nexus_7
Dell sucks.

Greg

All that is needed to be said right there.

Originally posted by ZYFER
All that is needed to be said right there.

You got that right!

Originally posted by nexus_7
Dell sucks!

hmm i just traded a no name brand laptop case for a nice bigger dell branded one. i hope my thinkpad doesnt take offense. :

well, the replacement part works ok and they remembered to send a label. It is just so annoying dealing with people who have to follow a script....huge waste of time and effort for all concerned....I i was trying to scam them I probably wouldn't have offered to send the card in before they sent me a new one...oh well deal done - just had to vent a little.