Dell Tech Support

I actually contacted them yesterday. I can hear the groans already -- and yes, I seriously did NOT want to call them...

I got a call about a monitor not working. It took me about 2 minutes to confirm the monitor was broken. I knew it, but I did NOT want to call Dell. So I played with it, banged it, tried other plugs, computers, etc., and just verified that I was right -- the monitor was broken. It was a Dell. I'd have to call them.

Instead of calling, I searched the web site and the internet, hoping to find the problem. Of course, nothing. Instead of making the phone call to someone who I know wouldn't be able to speak English (Dell's home tech support is all India, all the time), I decided to try their "web chat."

I really didn't want to, but I had to.

I got Shahir Ramit, or something like that. He typed really slow and was chatting with more than just me -- at least once he typed instructions for someone else in my chat window. He asked all the usual questions which I patiently answered. He asked my phone number three times to verify account information. It was slow.

Then he absolutely shocked me. I still can't believe it. He typed, "Hold on a couple minutes while I create a way bill for you." I didn't know what was coming. I guessed he'd ask me to ship the monitor to him -- and of course I didn't have the box. Then I really wet 'em -- he typed that the new monitor would arrive in 2-3 days and did I need anything else.

I nearly fainted.

Apparently Dell is trying to do something about their horrible technical support reputation. They're shipping a new monitor and then I get to send back the broken one. I'm quite impressed.

Posted by: Ogre at 11:30 PM

Comments

1 Wow every other company has been doing that for years. Although they want a credit card to charge until they receive the old unit.

And to think no one belived American industry could compete with other countries. It only took about 6 or 7 years. Maybe the auto industry can learn.

Posted by: Arbitratorofall at March 27, 2006 01:19 AM (5+Jvh)

2 That was part of what shocked me -- just here you go, we'll mail you a monitor.

Posted by: Ogre at March 27, 2006 01:58 AM (pKmGZ)

3 I've never had any problems with Dell... knock on wood. But I have heard some real horror stories. Bad bad stuff.

Posted by: Bou at March 27, 2006 02:31 AM (iHxT3)

4 I have yet to get someone who actually speaks English on the phone when I call them.

Posted by: Ogre at March 27, 2006 02:42 AM (pKmGZ)

5 Really? Usually the rule of thumb is this, if they speak good english they are in another country and if they don't speak english they are in the US. I watched a 60 minutes special on India's growing tech support and everyone there spoke great english or they would be fired. They also adopted english names. I guess Dell has to save money since they bought Alienware.

Posted by: Arbitratorofall at March 27, 2006 02:53 AM (5+Jvh)

6 They might claim they speak English, but the accent is so heavy I cannot understand them.

Posted by: Ogre at March 27, 2006 02:58 AM (pKmGZ)

7 DUDE! Do you have his direct e-mail address?

Posted by: Smokey at March 27, 2006 06:05 AM (5LGKd)

8 ...and this was all a dream, right?

Posted by: greywulf at March 27, 2006 12:28 PM (Bu9fp)

9 I will admit -- I haven't actually received the monitor yet...but he claimed he was sending it...

Posted by: Ogre at March 27, 2006 12:35 PM (/k+l4)

10 Sweet, I just received a new mnonitor from Dell. I wonder why they sent me that?

Posted by: Tomslick at March 27, 2006 01:31 PM (RpnNu)

11 Ah, CRAP!

Posted by: Ogre at March 27, 2006 03:21 PM (/k+l4)






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