Dell Tech Support from an Optiplex-Optimist

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

My rating

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Hurricane in K-Town

Wow. That was a storm. So, while I and the rest of those in Clarence Brown Theatre were subjected to the horror of the movie "Brokeback Mountain", the rest of Knoxville faced a crazy hurricane of a storm. To the right is an artist's rendition (mine) of the storm.

First of all, I think 'twas the rest of Knoxville that got off easy.
I don't mean to step on any feet and I think that because of the "nature" of this film, that doing so is inevitable, but America is a free country and I can say what I like. If you don't like it, then, I'm sorry, that's just the way I think. Brokeback Mountain gets a big one star out of 10 and I strip it of all awards it has received. And it only gets that because of the filming. The director got in a few good camera angles and that was the saving grace from this movie receiving a big goose egg. It angers me greatly when movies such as this one sweep awards just because of its eccentric theme and "nature". That's really all I can call it. Had this movie starred completely straight individuals, the critics would have agreed. Google's collective rating was a 4.6/5.0 which I believe is completely bollocks. Some reviewers gave it 5/5, that's just ludicrous. Some referred to it as "a masterpiece" or "more than a gay movie". Those people are liars. The only reason this movie has received any publicity at all is because of its questionable content. The acting was fine, but Heath's voice sounded like he was holding rocks in his jaws. The music was so overbearing, that by the end of the movie, I wanted to choke that guitar player. I hope he was doing it for free, at least that would explain it. Although the movie's real running time was around 2 hours, it was soooo slow during 98% of it, it felt as if it would be morning when we got out. Waiting for any kind of actual content from the beginning of the movie felt like waiting in line at the DMV... endless, and since there really wasn't anything I in the movie, they had to waste time with empty scenes and way too visual "encounters" between the main characters. One scene, apparently showing the low budget (?) of the film has on of the set microphones fall into the frame? wtf? How did this POS movie win anything? Was it the "hot" stars? The nudity? The adultery? The horrible parenting? The domestic verbal and physical abuse? The gay encounters? I'm baffled by this. Spoiler:: In the end, Jake Gyllenhaal's character is murdered and covered up by the local Texans and that's when I started to rejoice... soon it would be over. :: All in all, the movie was about a complete lack of morals and how in the end, everything is alright, as long as you don't get caught. Hardly values to relay no matter what kind of movie. There wasn't any happy ending and there wasn't really any entertainment in between the credits and the title. Take it from me and don't waste your time with this horrible utter embarrassment to the MPAA. "I wish I knew how to quit you." I wish I knew how to forget you [the movie].

Back to the more pressing matter: The hurricane that hit Knoxville. Ok... so it wasn't a hurricane, but it was crazy. Trashcans were strewn everywhere, trash, rain, puddles, thunder, lightning, torrential downpours... you name it. I just wish I had been out of that theatre to see it. If I'd a known it was that good, I would have taken an extremely extended bathroom break to see it. Perhaps the worst damage from the storm is in the picture to the left. I wish I had had more than my phone camera to get a picture of it, but... oh well. I have drawn in the tree that is invisible in the picture. It really doesn't do the sight justice. It was so bad, that my UPS had to shut down my computer! Now you KNOW it was crazy. lol. I love thunderstorms.

Poodle Ball