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We are having some major issues with Dell Customer service. Can anyone recommend an alternative desktop vendor? Is HP a good choice?

@HP @Dell_Technologies @Lenovo

16 Spice ups
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Personal I’ve never had any issues with Dell support but no much luck with HP support.

Lenovo support has been good in the past for me, too.

2 Spice ups
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PM Ivan@Dell, he’s a good person to get in touch with if you are having problems.

14 Spice ups
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Good luck with HP. We called them a few days ago to see if they had the MAC address off a laptop that was stolen before inventory. Their reply? Sorry we only support PC’s not MAC addresses.

19 Spice ups
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If you are looking at HP, Priscilla@HP is also really good at customer service. Nothing bad about either of these people that I have ever seen here in the community.

5 Spice ups
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Contact Ivan to resolve your current issues.

If that doesn’t work out, an alternative would be Lenovo.

1 Spice up
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My recommendation with Dell’s support is to use their chat support rather than calling in (if you are having problems calling in). I’ve had tons more success that way than getting the whole run around on the phone.

7 Spice ups
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??? Why would they have this info? Also, sometimes if you have the box it came in, you can find MAC info on the sticker.

3 Spice ups
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Have you talked to your local rep. In my eyes all entry level computer hardware is created equally. The same poor service can happen at any of the big names.

How to combat that though is the question. Reach out to your rep or reseller. Explain whats happening and why your dissapointed. If that doesnt work, get a new rep or get in contact with their boss who will get you a new rep.

Or chalk up the dough for top level sla on the stuff and then you get to deal with Muricans!

SPS

2 Spice ups
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As Bill says, send a PM to Ivan. He’ll hook you up! I had a printer from Dell that cropped out when I installed their firmware update. I tried calling a couple times (ok, 3 in total) since April and gave up on it figuring I’d wait til Spiceworld. Once I got there, I spoke to them in person and 2 days after I got home, the problem was sorted and within a week I had a new printer replacement.

Ivan knows which buttons to press inside the organization to get you the help you need.

3 Spice ups
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I agree with previous posters, you need to work with a Dell rep. If you don’t have one, get one. If you have one, it sounds like you need a new one. Dell is leaps and bounds above anyone else imo, but the rep can make or break the relationship.

Also, Ivan…

2 Spice ups
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If you had scanned your inventory with Spiceworks, you would have the MAC address, the serial number, date of purchase, and more.

2 Spice ups
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Thanks everyone! I have reached out to Ivan.

1 Spice up
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It was stolen before inventory…

15

Unfortunately all companies will have an off day. The people at the other end are only human. I’ve never had a bad experience with Lenovo or HP, but I know a few people who have had poor experiences with both. Try to get to know a customer service rep when you call and build up a relationship with them. Ask for them by name next time. Over time they will become your friend and will go the extra mile to help you.

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We switched from a all Dell shop to an all HP shop. Never have looked back. We buy all elite desktops and get the elite support that come with them.

1 Spice up
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Dell Pro Support for a hardware failure feels like winning the lottery every time I use it.

“Hey Bob, (whose name I understood perfectly fine because he didn’t have an accent) I’ve got a failed NIC. I’ve done a recurring ping while the machine was located in two different buildings, I’ve made sure “green ethernet” was disabled in the advanced features, and I’ve run the integrated diagnostics.”

“Cool. Sounds like you did everything I would have done. Please hold for a minute while I setup dispatch.”

4 Spice ups
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I have always preferred HP. I will credit Ivan though. He’s awesome and also won a Spicy this year at Spiceworld. Priscilla@HP though is amazing and has worked miracles for me before. I would still prefer HP over Dell anyday.

4 Spice ups
19

Best support you can get anywhere is 3rd party support (IE spiceworks).

We ordered our servers from a company and are under contract to pay them yearly. Anytime a hard disk goes in a raid or the server fails, they know everything about it and take care of it first hand or in the case of our RAID, send us the drive and bill it to us instead of us being on the phone hours with a vendor. Check to see if there is a computer service center nearby that you can order pcs from and get their warranty. They use HP and always have so I have nice things to say about the machines, but I fear that tech support is bad no matter who you go with in terms of machine brand name.

1 Spice up
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We’re in the process of moving over to lenovo.