I am a on-site technician for Dell and I honestly believe that it is the best PC on the market. I am also a customer too though and they have the ABSOLUTE WORST PHONE SUPPORT ON THE FACE OF THE EARTH!!!
90% of the time, you are talking with some bozo in India who, although very courteous, could care less if your happy or upset, or if your problem really gets resolved or not.
They think nothing of keeping you on hold for literally hours and often have customers doing serious tech work trying to avoid the expense of sending a tech out. I often arrive on-site to do a simple repair to find the computer completely disassembled and the customer could not put back together.
Most of these people really wanted nothing to do with this and they thought they had no choice about it. I have seen 90 yr old women who Dell had on the floor taking the motherboard out and reinstalling them...
Don't believe what they tell you about your not being responsible for any damage that you might do while following their direction. I know of one elderly man here who broke the pins in his DVD player trying to unplug and replug the IDE cable when Dell asked to and they absolutely refused to take care of it because it was added to the Dell a month after he bought the system.
It was a Dell drive and he bought it from Dell, but he had it installed locally when it arrived and "parts" have only a 90 day warranty, even though he had a 3 year warranty on the system that was 6 months old. They are clearly reading a script and will not vary from it.
I called once because my laptop screen had bad clusters on it and the tech would not help me until I would aggree to format my drive and reload my software. Well, that did not happen. It took me 6 months to get a "working" replacement for my laptop screen too.
Six months of emails and phone calls... Six months of hell. My power supply went out once and it took them nearly 2 months to replace it.
I finally got one from eBay that arrived 3 days later so that I could use my computer. I had to report them to the Attorney General's Office of my state and Dell told them that they called me to work it out when in fact they never did that.
The AG office finally sent me a letter saying that as unfortunate as it was, that Dell would not even return their calls about the situation and that it would be a part of public record here for anyone who looked up that company. Any Dell employee that says they do not have problems is just plain wrong.
I recently spoke to a person in Michael Dell's office who told me point blank that they were fully aware of the phone support issue and that they were working to retrain those offices, but for now, all she could do is acknowledge it and appologize. She told me that they are getting the same feedback that I gave her from many customers and all are saying the same things.
I hope it gets better. It is a shame that the best computer on the market has the worst phone support on the market. I often tell customers that we field techs try to make up for the phone techs short comings and I think that we do a great job. At least I know that I do. I go out of my way to get jobs done quickly and correctly, but I can only speak for myself on that one.
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