Wow. What a difference from the India-support.
We're installing the new Dells, and one of the add-in NICs is bad. The tech and I figure out the card must be bad by doing the usual cable/port switching, etc.
I call Dell (after mistakenly getting their basic support and get switched to the Gold), and the guy says "You already did the troubleshooting" "Yes" "You'll get the part in 4 hours with a tech to install it"
Sweet.
So much better than the India "I already troubleshooted this hard drive, it's dying" "You can't troubleshoot, I must go through these steps" call.
Dell Enterprise Gold Premier Support
So, how much does common sense cost nowadays? I suppose technically you're justing renting it from their techies, but any tech support beyond, "Have you tried rebooting your machine," is bonus.
Diogenes of Sinope: "It is not that I am mad, it is only that my head is different from yours."
Arnold Judas Rimmer, BSC, SSC: "Better dead than smeg."
Arnold Judas Rimmer, BSC, SSC: "Better dead than smeg."
Small business support is good on the phone as well.
If it's a bad hard drive, I'll run the Dell diagnostics software and get them an error code. The right code allows them to issue replacements. (Telling them that you got, "Return code 7" allows them to authorize a new drive).
If there's not a Dell diagnostics test for the part, I'll tell them that I put the part in from an identical computer and that fixed the problem.
I also *love* their chat support. In fact, now I prefer that. Before logging in I make a short txt file with all the info they need to give me the fix, then when the operator asks what's up I paste it.
For example:
Poof. They say thanks, hold on a few minutes, then pop back on a few minutes later to give me a confirmation number. No hassle. They don't even have to ask about how I want it returned, or what my contact info is.
It's a win-win for both of us, because I get the fix quicker and their efficiency level goes up.
Note: I did have one negative encounter on the Dell chat support. This woman took 3-4 minutes to reply to each answer I gave her, and made me repeat myself a lot. Then I got cut off.
When I got back on I complained about her (pasting a text file I'd written, showing the times between my post and her response.... one being 7 minutes) and it ends up I had the same lady! Ha ha ha! I posted the complaint before noticing it was her.
Edited By Paul on 1186600350
If it's a bad hard drive, I'll run the Dell diagnostics software and get them an error code. The right code allows them to issue replacements. (Telling them that you got, "Return code 7" allows them to authorize a new drive).
If there's not a Dell diagnostics test for the part, I'll tell them that I put the part in from an identical computer and that fixed the problem.
I also *love* their chat support. In fact, now I prefer that. Before logging in I make a short txt file with all the info they need to give me the fix, then when the operator asks what's up I paste it.
For example:
The computer shuts down after a few minutes. When it starts it says that it was a thermal shutdown. I noticed the CPU fan isn't spinning. I put a CPU fan from an identical Dell and the problem didn't come back. If a replacement is in order, send me the part and I'll send the old part back in the box. My address, phone, and email are...
Poof. They say thanks, hold on a few minutes, then pop back on a few minutes later to give me a confirmation number. No hassle. They don't even have to ask about how I want it returned, or what my contact info is.
It's a win-win for both of us, because I get the fix quicker and their efficiency level goes up.
Note: I did have one negative encounter on the Dell chat support. This woman took 3-4 minutes to reply to each answer I gave her, and made me repeat myself a lot. Then I got cut off.
When I got back on I complained about her (pasting a text file I'd written, showing the times between my post and her response.... one being 7 minutes) and it ends up I had the same lady! Ha ha ha! I posted the complaint before noticing it was her.
Edited By Paul on 1186600350
The only issue I've ever had with them was on a remote user's PC which had a bad stick of RAM. He is as far from PC literate as one can be, yet they insisted upon walking through the troubleshooting with him and then sent him the part to install himself.
The part has yet to be installed.
Other than that, they've always been on top of stuff.
The part has yet to be installed.
Other than that, they've always been on top of stuff.
"Happy slaves are the worst enemies of freedom." - Marie Von Ebner
"It was always the women, and above all the young ones, who were the most bigoted adherents of the Party, the swallowers of slogans, the amateur spies..." - Orwell
"It was always the women, and above all the young ones, who were the most bigoted adherents of the Party, the swallowers of slogans, the amateur spies..." - Orwell
Friday night my wireless card broke. I'm not quite sure how/why, since it's a Mini-PCI card embedded in the laptop. Anyway, I emailed Dell, since I had a replacement 802.11G USB adapter around, and it wasn't urgent.
30 minutes later I get an email that the part will be sent to me and will arrive first thing Monday morning.
It did. Popped open the wireless, inserted new card - all is good.
Dell Gold = Love.
30 minutes later I get an email that the part will be sent to me and will arrive first thing Monday morning.
It did. Popped open the wireless, inserted new card - all is good.
Dell Gold = Love.
It's not me, it's someone else.
Tonight, the K key on my keyboard popped off. In trying to put it back, I broke the plastic part that lets it snap on.
Emailed Dell.
30 minutes later they offered to send a tech out to replace it.
I said they could just send me a new keyboard. It will be overnighted to arrive Monday.
This is better than pre-9/11 first class airline service.
Emailed Dell.
30 minutes later they offered to send a tech out to replace it.
I said they could just send me a new keyboard. It will be overnighted to arrive Monday.
This is better than pre-9/11 first class airline service.
It's not me, it's someone else.