Dell support

mudgekin

Spent a frustrating 45 mins of the phone to dell support tonight. My pc of less than a year failed. Looks like its the fan and power source according to the symptoms. Called dell support where I have a 4 year at home warranty and got through to the lovely indian script support. The guy wanted me to open the case to pull parts out and in. I explained I'm a nurse and not tinkering with something I know nothing about. I had already told him all the troubleshooting things I tried ( also called a tech friend of mine to find out what the probs would be) He refused to send out a tech guy unless I opned the case to remove components.

Told him I didnt have a suitable screwdriver and he said either go borrow one, or go buy one. At that point I asked to speak to a supervisor. She told me that unless I followed her script I would get no support. I asked her what pc training she had and she said she had a script that explains what to do when inside the PC. I pointed out that I wouldnt expect her to come into a hospital and treat patients with just a manual and therefor, I don't expect to open a pc and potantially damage components with someone reading from a manual. I also pointed out that I was paying a rather large sum of money for this support.

They refused point blank to send a technician unless I open the case and start to test components :mad:

smartpicture

That's quite worrying - but not surprising. I work in computers, but I've just bought a Dell computer for my daughter to go to Uni with, and paid extra for the 4-year in-home warranty so that she would always have a working computer. I certainly don't want her opening the case and prodding about with the insides! In most cases, breaking the seal on the case actually invalidates the warranty in any case.

I have complained to Dell before about something else, and found that if you speak directly to the department themselves (including supervisors) then you get nowhere. However, when I specifically complained to their complaints department, they couldnt do enough and put things right, including some free goodies in compensation. Good luck.

Airwolf1

mudgekin,

Contact their customer relations/complaints department. I did this (although I had already done some of the things they were suggesting to get it to work), and the chap said right, we'll get someone to pick it up and they'll have it about a week. I then said No, you'll send someone round as I've for a service which you're not offering. There was a silence on the phone and they sent someone out in the end as they knew they had to.

mudgekin

Thanks for the replies guys. I will get back onto them this morning and update the thread as events unfold. I really can't afford to be without a computer as I am doing a university course part time.

mudgekin

Airwolf1 wrote: »

mudgekin,

Contact their customer relations/complaints department. I did this (although I had already done some of the things they were suggesting to get it to work), and the chap said right, we'll get someone to pick it up and they'll have it about a week. I then said No, you'll send someone round as I've for a service which you're not offering. There was a silence on the phone and they sent someone out in the end as they knew they had to.

Airwolf

Can you give me the number of customer relations that you used. I have been all over the site and cannot find a complaints section. As an update, they still will not let me have a technician visit untill I open the case and prod about. They have said its part of the warranty. I said it doesnt state that on mine which I did check. They then told me that I have to take reasonable troubleshooting steps. I said that for me, this is not reasonable and they then pointed me to the faq on their site regarding warranties. It actually states on the website that you can be asked to open the PC.

If that had been there when I purchased the PC, under no circumstances would I have proceeded as OH and I are total technophobes of the highest degree

d.edna

mudgekin wrote: »

Airwolf

Can you give me the number of customer relations that you used. I have been all over the site and cannot find a complaints section. As an update, they still will not let me have a technician visit untill I open the case and prod about. They have said its part of the warranty. I said it doesnt state that on mine which I did check. They then told me that I have to take reasonable troubleshooting steps. I said that for me, this is not reasonable and they then pointed me to the faq on their site regarding warranties. It actually states on the website that you can be asked to open the PC.

If that had been there when I purchased the PC, under no circumstances would I have proceeded as OH and I are total technophobes of the highest degree

Personally, I would say yeah I've done all the fiddling that they want (without success) so they send an engineer out

If the engineer asks just say they arranged a visit straight away

BYALPHAINDIA

Dell have always been 'CRAP' computers.