This blog was written in response to
another's post about the horrible technical support that Dell provides. Written below is my expert opinion, as I work with computers for a living. Also, to those skeptics, who say that I got special treatment because of where I work, I say this, "There are plenty of computer
illiterate (read: "stupid") people out here that have problems with their Dells everyday, and there is no way, they (Dell) would ever be able to know people like that or someone like me by our work location." Dell was able to deduce my level of skill and adapt what type of technical support I needed.
I work at the Oak Ridge National Laboratory, and we have a contract with Dell, where we may purchase their machines at a slighty lower cost. I assume, however, that we call the same tech-support number as everyone else and have the same on-line support as you do as well (I just grabbed them off the support web-site, so by assume, I mean "I know"). Recently, I had a problem with one of our machines not turning on and after submitting the problem via their online support website, I was greeted by someone who seemed to be American (in speech) and we quickly diagnosed the problem. Since we decided that the issue was either in the motherboard or PSU, and at the time I couldn't test either to determine which was at fault, she promptly shipped both items to me, overnight (via DHL) and included a return mailing sticker. I had the PSU replaced within 10 minutes of the package's arrival and sent the replacement motherboard back with the broken PSU, no problem.
Most people only complain about Dell's tech support, but rarely have I heard good things, I just wanted to share my personal experience with their tech support. However, my overall opinion is subject to change at the next time I need to call on them.
Here is the entire transcript (ver batem) copied from the email that they conveniently send out after an online tech session. Calling tech support is so 20th century...
This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is XXXXXXX. |
| Time | Details |
| 06/01/2006 12:19:53PM | Session Started with Agent (RTS "JANE DOE") |
| 06/01/2006 12:20:08PM | Agent (RTS Jane Doe): "Thank you for contacting Dell Hardware Warranty Chat Support. Please give me 1-2 minutes to retrieve your service tag information" |
| 06/01/2006 12:20:42PM | Wes Alvaro: "Hi, My Optiplex GX260 isn't turning on." |
| 06/01/2006 12:21:16PM | Agent (RTS Jane Doe): "One moment please." |
| 06/01/2006 12:22:33PM | Agent (RTS Jane Doe): "Thank you. May I also have your phone number and e-mail address?" |
| 06/01/2006 12:23:05PM | Wes Alvaro: "865 xxx xxxx xxxxxxxx@ornl.gov" |
| 06/01/2006 12:23:40PM | Agent (RTS Jane Doe): "Is this a new or existing case?" |
| 06/01/2006 12:24:30PM | Wes Alvaro: "New." |
| 06/01/2006 12:24:49PM | Wes Alvaro: "The power button just glows orange, I assume it's a motherboard or power supply issue." |
| 06/01/2006 12:25:30PM | Agent (RTS Jane Doe): "I am sorry for the inconvience you have had, Wes.PLease give me a moment." |
| 06/01/2006 12:28:37PM | Agent (RTS Jane Doe): "Thanks for waiting" |
| 06/01/2006 12:30:33PM | Wes Alvaro: "no problem" |
| 06/01/2006 12:32:49PM | Agent (RTS Jane Doe): "Have you tried the normal troubleshooting FAQ for when the computer does not turn on?" |
| 06/01/2006 12:33:37PM | Wes Alvaro: "Yes, I have the machine just ceases to function at all, no fans, no lights, no noise, just an orange glow from the power button is all I can get from it." |
| 06/01/2006 12:34:25PM | Agent (RTS Jane Doe): "Have you tried starting the computer without the ram installed?"
|
| 06/01/2006 12:34:55PM | Wes Alvaro: "Yes, I have done all of the normal troubleshooting techniques." |
| 06/01/2006 12:35:44PM | Agent (RTS Jane Doe): "I believe it may be the power supply. Do you have a spare power supply that you can test?" |
| 06/01/2006 12:35:50PM | Wes Alvaro: "Not at this time, I don't have any spare ones taht I can try, no" |
| 06/01/2006 12:36:03PM | Agent (RTS Jane Doe): "In that case, I can send you both a replacement motherboard and powre supply." |
| 06/01/2006 12:36:18PM | Agent (RTS Jane Doe): "Once you receive the parts, will you be needing a technician to install them?" |
| 06/01/2006 12:36:26PM | Wes Alvaro: "No, I will be able to handle the install." |
| 06/01/2006 12:37:38PM | Agent (RTS Jane Doe): "Alright, then, you can mail the spare parts back when you are done." |
| 06/01/2006 12:38:37PM | Agent (RTS Jane Doe): "What is you mailing address?" |
| ...
|
| 06/01/2006 12:41:55PM | Agent (RTS Jane Doe): "Is there anything else I can help you with today, Wes?
|
| 06/01/2006 12:42:55PM | Wes Alvaro: "No, that's it, thank you" |
| If you require further assistance, please visit us at support.dell.com |
