Dell Support

I have started to consider replacing my Dell 8200 desktop with a more
current model. After seeing how the Dell service went down hill, I am more
careful about who I buy from this time. Dell claims they have improved their
service. My past two experiences with Dell support over a year ago were
disasters. I had to service and pay for my own repairs even though it was
still under warranty. They just kept insisting I should go to their "Pay for
service" area to do the problem determination because they just did not have
the experience to handle what should have been a simple warranty issue. They
simply refused to replace any highly suspect parts. I would like to ask
those who have needed Dell service in the last year if were satisfied with
the Dell Technical support. Thanks for your comments. Charles Ranheim

On Sun, 1 Jul 2007 10:24:56 -0400, "cranheim"
<> wrote:

>I have started to consider replacing my Dell 8200 desktop with a more
>current model. After seeing how the Dell service went down hill, I am more
>careful about who I buy from this time. Dell claims they have improved their
>service. My past two experiences with Dell support over a year ago were
>disasters. I had to service and pay for my own repairs even though it was
>still under warranty. They just kept insisting I should go to their "Pay for
>service" area to do the problem determination because they just did not have
>the experience to handle what should have been a simple warranty issue. They
>simply refused to replace any highly suspect parts. I would like to ask
>those who have needed Dell service in the last year if were satisfied with
>the Dell Technical support. Thanks for your comments. Charles Ranheim
>

I'm only going by what I read here but I don't think it has gotten
much better but I think they are aware of the problem but
exactly how much good that is to you right now, I don't know. Perhaps
others with recent experience can educate both of us.

You've probably opened up again the usual can of worms.

I've been satisfied with their support

Mel
"cranheim" <> wrote in message
news:2POhi.23496$. net...
>I have started to consider replacing my Dell 8200 desktop with a more
>current model. After seeing how the Dell service went down hill, I am more
>careful about who I buy from this time. Dell claims they have improved
>their service. My past two experiences with Dell support over a year ago
>were disasters. I had to service and pay for my own repairs even though it
>was still under warranty. They just kept insisting I should go to their
>"Pay for service" area to do the problem determination because they just
>did not have the experience to handle what should have been a simple
>warranty issue. They simply refused to replace any highly suspect parts. I
>would like to ask those who have needed Dell service in the last year if
>were satisfied with the Dell Technical support. Thanks for your comments.
>Charles Ranheim
>

"cranheim" <> wrote in message
news:2POhi.23496$. net...
>I have started to consider replacing my Dell 8200 desktop with a more
>current model. After seeing how the Dell service went down hill, I am more
>careful about who I buy from this time. Dell claims they have improved
>their service. My past two experiences with Dell support over a year ago
>were disasters. I had to service and pay for my own repairs even though it
>was still under warranty. They just kept insisting I should go to their
>"Pay for service" area to do the problem determination because they just
>did not have the experience to handle what should have been a simple
>warranty issue. They simply refused to replace any highly suspect parts. I
>would like to ask those who have needed Dell service in the last year if
>were satisfied with the Dell Technical support. Thanks for your comments.
>Charles Ranheim

I have, sadly, required numerous contacts with Dell Support over the past
month.
Most have been with the support group in India. Those have all been
disasters. To correct the
mess that was made, I had to restore back to the day that I got the computer
and start over.
None of those contacts were ever properly followed up, as was promised.
This was the reason
for the repeated contacts. I finally contacted some one in a support group
in Canada. He at least
admitted that he did not have an answer and "escalated" my problem,
something that the India group
repeatedly refused me. Hopefully, I will get an answer next week.

This was after, a total mess was made of my order and how it was handled. I
won't go into this again, as it
as already been thoroughly covered in previous posts to this group.

I have to say in all honesty, based on the experience of the past six weeks,
I would not buy Dell again.
The hardware is impressive. The support is equally impressive, by the extent
of it's poor quality.

What a shame that such good equipment is so poorly supported.

On Sun, 1 Jul 2007 10:24:56 -0400, "cranheim"
<> wrote:

> I would like to ask
>those who have needed Dell service in the last year if were satisfied with
>the Dell Technical support. Thanks for your comments. Charles Ranheim

For me Dell support is hit and miss -- mostly miss. If good support
is important, I would look elsewhere. But where? Does any company
provide good support, if so it would be nice to know which ones.

Comments on CNET user reviews indicate that even Lenovo has gone
downhill with regards to service.

When I have to call Dell support, I need to be prepared for
frustration and disappointment, dead end phone navigation, dropped
lines, people with accents that make it hard to understand, and
escalation (despite being told on a few times by support in India that
I can't escalate).

I put up with the poor support because I like the products and the
price (in the past) of the products with the deep coupon discounts.

Also, I know that notebook repairs, once authorized, get done very
quickly -- turnaround is 5 days at most.

On Sun, 1 Jul 2007 10:54:35 -0700, "Lucky" <>
wrote:

>None of those contacts were ever properly followed up, as was promised.
>This was the reason
>for the repeated contacts.

In my recent contact with Dell, I was promised a followup, and never
received one -- I replied about a dozen times to the e-mail address of
the person responsible for my issue, with no response.

I think I am going to escalate tomorrow to see where it goes.

There was something in the news in which Dell is interested in
customer feedback in order to provide its support. DUH !!! Hello !!!
-- like this is something new?

They should know what the problems are and they should be addressing
them. If they would have someone in Customer Service checking on
support by calling with different support scenarios, it would be
fairly obvious what the problems are.

The new efforts to listen to customer feedback are 1) a good step,
and 2) highlight how Dell has been seriously remiss in doing that
while it should have been business as usual a long time ago.

<end of soapbox speech lol>

"cranheim" <> wrote in message
news:2POhi.23496$. net...
>I have started to consider replacing my Dell 8200 desktop with a more
>current model. After seeing how the Dell service went down hill, I am more
>careful about who I buy from this time. Dell claims they have improved
>their service. My past two experiences with Dell support over a year ago
>were disasters. I had to service and pay for my own repairs even though it
>was still under warranty. They just kept insisting I should go to their
>"Pay for service" area to do the problem determination because they just
>did not have the experience to handle what should have been a simple
>warranty issue. They simply refused to replace any highly suspect parts. I
>would like to ask those who have needed Dell service in the last year if
>were satisfied with the Dell Technical support. Thanks for your comments.
>Charles Ranheim
>


what was your original problem with your old machine just out of interest??/

"cranheim" <> wrote in message
news:2POhi.23496$. net...
>I have started to consider replacing my Dell 8200 desktop with a more
>current model. After seeing how the Dell service went down hill, I am more
>careful about who I buy from this time. Dell claims they have improved
>their service. My past two experiences with Dell support over a year ago
>were disasters. I had to service and pay for my own repairs even though it
>was still under warranty. They just kept insisting I should go to their
>"Pay for service" area to do the problem determination because they just
>did not have the experience to handle what should have been a simple
>warranty issue. They simply refused to replace any highly suspect parts. I
>would like to ask those who have needed Dell service in the last year if
>were satisfied with the Dell Technical support. Thanks for your comments.
>Charles Ranheim
>

Charles -

Yeah, their still worth it. Given your past support issues (and if you're
not comfortable working on the system yourself and you'd like U.S.
support ), it might be a good suggestion to configure the system with at
least one year of GOLD tech support.

I haven't found a better OEM desktop supplier yet nor one with remarkably
better quality than Dell at comparable prices, and I've made some efforts to
read up to do so.

I still have 5 Dells here, though my primary system I build myself.

Stew

Journey <> wrote:
>For me Dell support is hit and miss -- mostly miss. If good support
>is important, I would look elsewhere. But where? Does any company
>provide good support, if so it would be nice to know which ones.

IMHO, this group is probably the best tech support option available...


--

Some mornings it just doesn't seem worth it to gnaw through the leather straps.

....Emo Phillips

Journey <> wrote:
>In my recent contact with Dell, I was promised a followup, and never
>received one -- I replied about a dozen times to the e-mail address of
>the person responsible for my issue, with no response.

I've received about a dozen calls from India in the last couple days,
following up on a worthless online chat session. Not sure which is
worse, I think no response might be better.


--

Some mornings it just doesn't seem worth it to gnaw through the leather straps.

....Emo Phillips