1

I knew there was a reason I refused to purchase Dell computers for the last decade.

In order to talk anyone who knows anything that can help you, you have to go through a horrible automated system just to get in touch with someone who will transfer you to the wrong department, then to another person in the wrong department and so on for 30+ minutes.

Who puts up with this?

@Dell_Technologies

16 Spice ups
2

Could be worse it could be Microsoft or E Clinical Works

5 Spice ups
3

I just hope with the privatization thing, it gets better.

4

Try their chat support, I highly recommend that over calling.

15 Spice ups
5

Or get prosupport

5 Spice ups
6

I agree with Twon. I’ve been using the chat feature lately rather than calling in and it’s been working out great.

1 Spice up
7

We tend to only have to call for printer support and that part goes fine. I have yet to venture into the depths of the rest of their infrastructure.

1 Spice up
8

Better yet, why not contact the Dell here in the Spiceworks community? Seriously, you’ve got access to the most awesome vendor / buyer community in the world, use it.

7 Spice ups
9

spend the extra $$ for Pro Support. Well worh it.

3 Spice ups
10

Completely agree with Twon - Though I often don’t have problems calling for basic support, maybe it’s just my luck but general troubleshooting only takes 15-20 minutes now that I have everything down and know exactly what to say when I call.

2 Spice ups
11

Sounds like you need Pro Support, definitely worth the money

If you think dell is bad try giving HP a call

3 Spice ups
12

We use ProSupport. Direct number to speak directly to them. Chat is always good and things get taken care of within next day. Never have had that problem with ProSupport. And you never get sent to the people who you cant understand.

13

In 10 years of using Dell, I have had very little trouble with basic support. Although I am in Canada. Maybe it is different where you are?

CTG

14

I have sworn by the Dell Chat support for 8 years now and have always preferred it to calling. My only complaint is that occasionally, after giving a detailed description of what problem is along with all account information and serial number information, I’d still get a tech that would ask me for information that I had already given - the best I can do to hide my frustration is tell the tech to “scroll up and read where I have already given the information you are asking for”.

15

Oh - be glad you weren’t attempting to call IBM in 1997. That was a nightmare.

1 Spice up
16

Here’s the kicker… I’m not even calling for support. It took 30 min to get a sales rep on the line to get a quote for a $3600 laptop with a touch screen and the quote didn’t show a touch screen.

Then because they had all the 10 year old info on our unused account, it would take 2 weeks to update the infor before we could place an order.

So I decided to place the order online, but there is no option to customize the laptop to have a touch screen for the laptop I purchased. So of course I call again for someone to verify that my unreceived laptop has a touch screen. 1 hour later “Sir it doesn’t look like it has one, but I’m not sure.”

Now i have to call Dell back and cancel / rma the order and get someone who has a brain to reorder my laptop!

1 Spice up
17

Oh and I did purchase ProSupport with the laptop.

18

I don’t have any Dell products, but I would highly recommend that you contact Ivan@Dell , he seems to be pretty good about helping out with things.

4 Spice ups
19

Hello Jason

Sorry about the troubles with your order. If you would like to send a private message with the order number I will look into this for you.

Thanks

5 Spice ups
20

I never had any issue with Dell support. longest time I am on this automated system was 10 Min.

I normally call my account manager or the support number on the web.