I have a Dell Inspiron laptop and the operating system is no longer functioning. During the last four weeks, I have spent COUNTLESS HOURS either waiting for an ill trained "tech support" person or speaking (trying) with one. I cannot begin to describe the frustration of dealing with levels of incompetency that I did think could exist in the business world. How Dell can possible stay in business is beyond me.
Dell has a phone staff - "customer care" and "technical support" of "first language" English speaking persons. They do not have the comprehensive knowledge of the language to communicate, on the phone, for pay, with Dell's paying customers. One gentleman told me to press the B key, saying "B as in dog". I said "B or D?". He relpied"B, B! B - as in dog!" Again, I asked in an incredulous tone, "B or D?". His answer: "B as in David". The rest of my phone interactions were not any better.
Every tech person I spoke with said they would solve the problem and every one gave me erroneous information or failed to follow through. I was told, too many times to count, that someone would "call me back". No one ever has. I have asked for phone numbers and extensions to call back. Once, a tech gave me a phone number and extension to call him once I received a Windows CD he was to send me. Numerous calls to the # & extension were met with a message that the "mailbox was full" and no message could be left. No matter, I never received the Windows software and when I followed up with another call to Dell, I was told that there was no record it was ever sent.
Dell tech support's favorite place to lay blame is AOL. I can't tell how many times I was told it was "AOL". I was told to contact AOL for a 9.0 disc, then I was told that 9.0 was the problem & that I needed to call AOL for an 8.0 disc, then I was told that the problem was that I got the disc from AOL and not Dell. Each time I told them, pleaded with them to understand that AOL had NOTHING to do with my faulty operating system. My operating system wasn't operating regardless of any Internet providers.
Tech support required me to conduct at least half a dozen, lengthy tests. Each successive tech disregarded the previous tech's diagnosis and/or solution.
At this writing, I am no closer to a solution or a working computer. I had to use someone else's computer to write this complaint! To call Dell is useless and futile. One just gets transfered to someone who knows less than the person that transfered you in the first palce. I have reached a DEAD END. There is no one that is there to help. Customer "service" will only transfer me to tech support. Tech support will only offer incompetent advice. The problem is no one is accountable. When I ask to speak to a supervisor, I am told "it doesn't matter" and I am starting to believe that, if for nothing else, they ARE right about that!
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