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The NOT Good Times with Dell Tech Support

joepunk

joepunk

macrumors 68030
Original poster
Aug 5, 2004
2,553
13
a profane existence
Dell tech support
Fourteen minutes of my life I’d really like back.

03/27/2007 01:08:32PM Agent (RTS Shelia S): “Thank you for patiently waiting. You have reached Dell Hardware Warranty Chat Support. My name is SHEILA and I will be assisting you today. In order for me to help you, can you provide details about the issue you’re having?”
03/27/2007 01:09:52PM Anthony Hecht: “I’m trying to install Vista, but it won’t boot from the DVD drive. I’ve successfully booted from CDs in the drive, but the Vista DVD media won’t boot. I pressed F12 to go to the boot menu, selected the CD-ROM device option, but it just goes right ahead and boots XP
03/27/2007 01:11:04PM Agent: “Anthony, have you chatted with Dell about the issue with installing Vista?”
03/27/2007 01:11:27PM Anthony: “no”
03/27/2007 01:12:01PM Agent: “To ensure we are working with the correct system, are you chatting about the *DIME521* listed on your account?”
03/27/2007 01:12:10PM Anthony: “yes”
03/27/2007 01:13:13PM Agent: “I understand the issue you are having with installing Vista, I will do all I can to resolve your issue in my scope of support.”
03/27/2007 01:13:23PM Agent: “Are you currently on the system?”
03/27/2007 01:14:08PM Anthony: “yes”
03/27/2007 01:14:49PM Agent: “What troubleshooting steps have you done?”
03/27/2007 01:16:48PM Anthony: “i’ve checked the DVD-ROM drive’s firmware, and installed the latest update from your site, no change. I’ve tried booting from both the 32-bit and 64-bit versions of the Vista DVD Media, neither worked. I’ve gone into the BIOS options (F2) and set the DVD drive to boot before the hard drive, as well as hitting F12 during start up and telling it to boot from the DVD that way. In all cases, the DVD drive spins up for a second, but then the XP loader takes over and XP loads from the hard drive.
03/27/2007 01:18:23PM Agent: “Did you purchase your copy of windows from Dell?”
03/27/2007 01:19:12PM Anthony: “The copy of XP that is currently installed on the machine is from Dell. The copy of Vista is not.”
03/27/2007 01:20:40PM Agent: “Did you purchase your copy of windows from Dell?”
03/27/2007 01:21:22PM Anthony: “you already asked me that. The copy if Windows XP that is installed on the machine is from Dell. The copy of Windows Vista was purchased from Microsoft.”
03/27/2007 01:21:44PM Agent: “Okay thanks.”
03/27/2007 01:22:45PM Agent: “I will not be able to assist you with installing the third party software.”
Click to expand...
 
I had a similar expierience. It take them forever as if they are with 30 other customers. The in the end they tell you that you have the wrong guy.
 
3rd Party Software?? Right....next they'll be saying XP is a 3rd party if you install it using your own disk. That's unbelievable.
 
I don't find this unbelievable at all. Dell should support the hardware and software they sold you. It sounds as if your optical drive is working. Your problem is with Vista (no surprise there). This is a Microsoft support issue. No love for Dell here but they shouldn't be expected to support a user upgrading their OS unless they sold it to you.
 
rdowns said:
I don't find this unbelievable at all. Dell should support the hardware and software they sold you. It sounds as if your optical drive is working. Your problem is with Vista (no surprise there). This is a Microsoft support issue. No love for Dell here but they shouldn't be expected to support a user upgrading their OS unless they sold it to you.
Click to expand...

So technically if you rang them back up and just blagged and said you had bought it from dell then they'd agree to help you? :rolleyes:
 
Dell drove me to buy a Mac!

Their support drones are just script readers, they have absolutely no thinking power on their own.

I have a dimension 8100 that hasn't worked right since day 1. Aside from that, my 19" Flat Panel started to die.

The conversation went something like this.

OK Sir, are you sure you have electricity going to the recepticle? Are the lights on?

Umm yeah, the computer is booted and I see an image on the screen, but the monitor keeps blinking out.

OK Sir, Do you have a lamp?

I'm sure I can find one, why?

Sir, please unplug your computer and plug the lamp in to make sure there is electricity.

I just told you the computer is already booted.

Sir, please follow my instructions, this will go much more quickly.

... 45 minutes later.

Sir, please hold as I speak to my supervisor.

Sir, we have determined the problem is your Video Card, we are sending one out to you right away. Thank you for calling Dell.

It was nice of them to upgrade various parts of my computer before actually sending me a monitor that worked.

What really pissed me off, is I had upgraded the Warranty to 3-year in-home repairs and they absolutely refused to send anyone to my house. I was tired of working on the POS.

Ultimately I bought an iMac and won't be buying PC's any more.
 
I can verify this type of experience with Dell first hand. IF you can navigate through their answering machine nightmare and actually get to a human, it's guaranteed to be the wrong person. Then when they forward you, there's a 50% chance you'll be disconnected and have to go through the process again.

They are well known for the Catch-22 situations they put you in. To their credit, once I did get them to send me a bootable CD with XP on it to reinstall on a customer's computer that was irreparably hosed with spyware. Every other call I've had to make to them was a waste of time.
 
Osarkon said:
So technically if you rang them back up and just blagged and said you had bought it from dell then they'd agree to help you? :rolleyes:
Click to expand...

Don't be ridiculous. I'd expect them to check if they sold it. :D

Given all the horror stories you see about upgrading to Vista, had I been the OP, I would have contacted Dell and asked if they would support me if I purchased the Vista upgrade through them.
 
Asking exactly the same question twice in row, how stupid. :) Sounds to me like your "customer service representative" doesn't even speak English and was just feeding you the pre-written answers that seemed the most appropriate on his checklist.

"Have you tried turning the computer off and on again?"
 
in Dell's defense, i've had premium customer service for my XPS desktop, but XPS owners have their own customer service line.

haven't had to call Apple yet, but im sure it's good too.
 
zap2 said:
problem 39018 with PCs

hardware maker will say its the software, software makers will say it the hardware!
Click to expand...

How very true. They refuse point blank to help most of the time on that basis. Anything that doesn't carry their name 'sorry sir, we can't help you with third-party applications' .

Useless. In that regard you'd think there'd be a general Technical Support that will help you regardless of hardware and do their best.
 
Osarkon said:
3rd Party Software?? Right....next they'll be saying XP is a 3rd party if you install it using your own disk. That's unbelievable.
Click to expand...

Don't fool yourself. Apple pulls this all the time.

They are especially fond of pointing at third=party software when they can't figure out whet the hell is wrong with your system and they've run out of ideas.
 
princealfie said:
Uh, use your fire extinguisher.
Click to expand...

Nope, either we will send you a replacement out as soon as possible ... or

Please wait while we connect you to the Dell Store so you can purchase a Dell branded fire extinguisher in the meantime. ;)
 
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