On April 12, I was having problems with my Dell. I made the mistake of calling Dell`s Technical Support. After holding for 30 to 35 minutes, I got a hold of someone in India. I couldn't understand his broken English, and I had to repeat everything 4 to 5 times.
After 3 hours of trying to solve the problem, the Tech had me unload several programs on the computer, including Norton Anti Virus, which wasn't exibiting problems.
The initial problem was with the clock, we got that fixed. However, in the meantime, with the Tech having me troubleshoot, other problems arised. He had me try to reinstall Norton, which takes 25 to 30 minutes, he was to call me back, but never did.in the meantime, Norton would not reinstall.
I called back the next day to Tech Support to try to get the Norton problem solved. Each time you call, you have at least a 30 minute wait on hold. This time, I got Max, in India. I explained everything again, and was put on hold, and got disconnected. I called back, another wait, I got Eugene, in India. I had to explain the whole thing once again. I was told, one moment please, and again I was disconnected. I didn't get the problem solved this day either.
The next morning 4-14-03, I called Customer Service, and got Dale, in Maine. I had to explain the problem to him again, and was told I would have to talk to Tech Support. He advised me to be sure and get name and badge number when I talked to someone. I called Tech Support back, after 22 minutes on hold, I got Martin, in India, badge #325829. After about 3 minutes, we were disconnected.
I called back, after 31 minutes on hold, I got George, in India, badge #325350. I explained again the problems, and was put on hold and got disconnected. I called back, and got Albert, in India, badge #325452. He informed me that I had a virus after checking several things on the computer. Then we got disconnected.
I gave up for that day. On 4-15-03, I called back, after about a 40 minute wait, I got Gavin, badge #368505. I explained the problem with Norton, and got disconnected immediately. I called back, and got Vanessa, badge #3680901. She said she couldnt help me, because her data base was down, and for me to call back in 1 hour. I called back, spoke with Jored Labrador, badge #368011. I was told that the data base was still down.
I contacted Norton, and was ran thru several tests, and was told that I did not have a virus, that there was nothing wrong with the Norton system, and they wanted to know why Dell Tech had me uninstall Norton in the first place. I contacted Dell and got Oscar, in India, badge #328242. After explaining the problem again, I got disconnected again. I called back, this time I got Joel, in India, badge #9700325, I was told that he was a supervisor, and he would have to connect me with another Tech.
I have installed, uninstalled, rebooted, wiped out, restored, tried this, and tried that, and have spent many hours on the telephone, nothing works. People have been rude to me, I have gotten disconnected, I have gotten Techs in India, who cant speak or understand English. They have tried everything and nothing works. I have requested an in home Tech, which I took out the extra insurance for, and do you think they will honor the insurance policy, no.
On 5-05-03, I talked to Rod, badge #311217, at telephone extention 68455, who is with a special action group, and was told the only resorce I had was to call Tech Support. This was the only thing that Dell could do toward resolving my problems. Aint that a laugh.
Dell needs to understand that their customers do not have the time to sit on the phone hour after hour trying to explain to someone who doesnt understand what the problem is or how to fix it. It is my intention to try to make public, the way Dell treats their customers. You buy their product, buy their extended warranties, and if you have a problem, you get their joke, called Tech Support. Do I recommend buying a Dell computer, certainly not.
0 comments