Problems with DELL computer tech support (on phone)

[KentB3]

I have been on the phone with Dell tech support for my computer to solve a minor software problem. I have called tech support three straight nights, being on the phone, on an average, about 3 hours per night, after being on the phone 3 hours Saturday night and 3 more hours last night. I was on the phone 2 hours tonight and my problem still has not been corrected. On my first call tonight, the initial help desk at Dell tech support tried to connect me to software tech support and I was disconnected; either the tech support rep. hung up on me or got cut off. I called back again and waited over an hour to get software tech support and finally got someone. We ran through a few trials, the same ones tried a prior night, to solve the problem and nothing worked. While we were talking we were cut off AGAIN!!!!! To make matters worse, my problem STILL hasn't been solved! :brick:

Has anyone who ones a Dell computer ever had any similar problems with tech support before? I have spoken with Dell NUMEROUS times before, and their tech support has been very supportive and helpful, with a wait time never any longer than 10 minutes! I do know that Dell has been moving towards online tech support, which may account for a possible shortage of phone tech support reps. However, you need to have Windows XP (I have ME) to access their online tech support chat. Has anyone here used their online tech support before, and if so, what kind of experience did they have there?

 

[maelstrom]

Dell tech support (or lackthereof) sucks. I won't even get into my stories. The techs seem to have no idea what they are talking about. My advice: get a Mac.

 

[AliciaLuvzDizne]

my roommate in college couldnt get her dvd player to work
so she called dell tech support
the guy was super nice and walked her step by step helping her open her computer and take out parts and wires and stuff to check connections.
She had computer parts all over the floor when the tech support guy said "I'm over my time limit per telephone call. I'll call you right back."




then he never called back and she still had computer parts on the floor.
that was an interesting day.

 

[maelstrom]

I once had a tech ask me to take the processor out. I couldn't get it back in right. The computer didn't work anyhow so it didn't matter. I don't know what they're thinking when they have people disassemble their computers like that. And it's a real quick and simple process to make sure a CD drive is hooked up right.. I don't know what that tech was telling your sister to do.

 

[Number_6]

What software problem are you having? It's possible myself or someone here might have an idea to try.

As far as Dell tech support goes, I've only had to talk to them a couple of times and always had a great experience. They were very helpful. Nice folks they have working over in India, you know.

 

[LouDisney]

Same here, will not even go into ALL of my stories with Dell. All is well now. I had my computer 6 months and had to have a new hard drive.

The stuff I had to go through with Dell and the computer company here that Dell uses was totally ridiculous. I was on the phone with Dell and these ppl everyday, sometimes twice a day for a week. Finally, on the day they came and replaced my hard drive, was the day I told them that they had 2 choices, either come fix this computer or I was sending it back and I wanted full refund or a brand new computer. The choice was theirs.

I normally do not get bent out of shape like that, but I was so tired of getting the run around so to speak and I can't stand that.

 

[Laura]

I have heard awful things about Dell customer service but I just went and bought a new laptop from their website this last week, despite the horror stories. The fact that they offered affordable accidental damage coverage when no other website or store does is what sold me. Hopefully I will never need to talk to their customer service reps.

 

[Laura]

Also - there's a good message board at the dell website with a lot of pretty smart people. I was having trouble with my laptop when I first turned it on and found a lot of answers just reading through posts.

 

[se8472]

I have called dell twice with problem on my 4550. Both times the problem was fixed very quickly and the staff was very helpful.

Also I did use there online chat service one, whoever was on the other end did a good job as well.

 

[WDWScottieBoy]

That's why I just finished building my own computer yesterday, after having 2 Dell desktops and 1 Dell laptop.

It's best to build your own computer (you REALLY have to know what you're doing and what you're buying though).

 

[maelstrom]

I had this Dell computer. It worked fine for awhile. Then, all of a sudden, it ate itself. Erased the entire hard drive, Windows and all, all by itself. Dell decides I need a new hard drive. All right, sounds reasonable. Dell installs new hard drive, reinstalls Windows, and I begin to rebuild my life. A few weeks later, it happens again. Dell decides I need a new motherboard this time. Alright, repeat. Then, it happens again. Bring new hard drive, repeat. Again. Bring new motherboard, repeat. After two new hard drives and two new motherboards, I call Dell and ask for a new computer, considering all of the problems I've had that nothing seems to be helping and I am still under warranty. Nope. I take matters into my own hands and install a 40gb hard drive and Windows XP (it had Windows ME). From then on, things were fine. No idea what was happening. Shortly thereafter I sold the computer to a friend, and as far as I know she never had any trouble with it. Dell was content on replacing the hard drive and motherboard over and over again when that wasn't solving the problem.

After this, I was stupid enough to buy a Dell laptop. That lasted less than a year before I bought my iBook. That had it's own set of issues. But tech support really annoyed me with this one. Remember about two years ago, there was that "thing", a DOS attack, I believe, and it affected, like, EVERYONE on the internet? Alright, I called Dell tech support because I didn't know what was going on. Tech #1 had be doing all sorts of odd stuff. Called back when that didn't work, on hold for over an hour, get Tech #2 who says "Oh, we've been having that problem all day. Here's how to fix it". OKAY, if you've been having calls about that all day, why didn't Tech #1 know about it?

I love AppleCare. I hate Dell tech support.