What is DELLS after sales service like?...A friend says hes had nothing but trouble with the help line?

Question

Waiting times, attitudes etc

Answer 1

Terrible.

No matter what the problem is they refuse to speak with you unless youre paying. The problem can be a defective part and they will still try to get money out of your for just speaking to them.

The virus scanner that came on mine apparently wasnt covered under the normal warranty (despite it saying all pre-loaded software is covered), so when it decided that some systems files were infected and destroyed my entire file system, it took months of letters, emails and phone calls to get it handled under the warranty.

By the way, Dell TSRs are outsourced to a US owned company with a very large branch in India. The Dell support is handled exclusively in the India office.
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I had a Toshiba laptop for years and they had excellent service. If I called and told them what the problem was and how I knew it ended there. When the Motherbad died I called and had a box sent out to return it, took less than 10 minutes on the phone. The computer was back a week later working perfectly at no cost, it was barely inside of warranty at the time and they didnt try to screw around and push it back a week or two to make sure Id have to pay something for it-I appreciate that and thus suggest them to anyone.

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Edit: Angle, how many techs does someone have to fight with before they get to you? What level of support are you?
(I read the contract with Dell that our company signed, it called for the transfer of all low level tech support to the India office of our company-if that changed good for them; it shows theyre making an effort)

Answer 2

I have a Dell and I had problems they were software problems. I was waiting for twenty minuets for someone to deal with me and then there was a bit of a language problem I don't know where the person was from the Middle East or somewhere but after a lot of miss understanding Dell sent me the required software. And 5 more software disks as a sort of appology for all the trouble I had to go to get it sorted out.

I had a problem with a Fujitsu Siemens some time back and they were way more awkerd to get any satisfaction out of.

It really depends on the person you are dealing with no matter what company it is.

Answer 3

Had dealings with Dell a couple of months ago. I know it wasn't the after sales service but no doubt was passed through to tech from there. I had major computer probs and was talking to the tech advisor for two, yes two days. He of course had to goaway and gather together solution from other departments in technical help. Both calls over the two days were very inforrmative and helpful and sorted out all issues. Different aspect of Dell help but if the different threads of it are of the same quality I certainly wouldn't have problems getting back to them on anything.

Answer 4

Hes right...Dells support is just pure crap...they dont answer anything you ask, and then they try to get you to buy something even if it aint broken, they charge you like $250 Dollars just to talk to somebody for support if your warranty is out or even if you still have one... They have outsourced all the support side of CrappyDell to India so if you have a question and you call them you cant understand a freaking word they're saying..and they'll give you the run around until you get so angry you hang up on them and realize its an easy $5 part that needed to be replaced or adjusted or something.....

Dells service part of the company is a piece of S**T!!!!

Answer 5

How many of you actually own a Dell computer? The "outsource company" Dell uses is not the only technical support location in use; I work for Dell through a very large global company and I am in the US.

To answer other claims that Dell technical reps. do not know what they're doing and only read from a script - get your facts straight. To get this job I had to have an A+ certification. Look it up. www.comptia.org

Answer 6

It has been my experience that Dell like all tech support have good and bad support staff. This is not to sound like there defense but many of the problems that they deal with on a daily basis is from users thus dealing with self induced problems
Many are routine were at other times they are true problems. I have also found them to be very good and they always have been very good and cautious.
If you think they are bad deal with Gateway.
Remember there waiting times are because of 1-800 worldwide call centers dealing with hundreds if not thousands of calls at any given moment.
Many of the negatives are caused by the inability of either the one doing the explaining of the problem or that of the one explaining the fix of the problem or both.

Answer 7

Never even try to deal with Dell. They don't even try to help you. You wait on the phone for an hour, tell them the problem and have you talk to 10 different people. Then they send someone to your house, take your computer for a month, and send it back unfixed!!!!! Go with HP. Or Apple!!

Answer 8

http://www.resellerratings.com/store/Dell

GO HERE. This site rates the stores like Dell by people who actually purchased products from them. Pretty reliable.

Also for the people who had good/bad experience with Dell could help out that site and write your own review! :)

Answer 9

absolutley sh*t! or from my experience anyway!
I bought a dell PC and when I got it I switched it on and it said hard disk error.

I spent 1/2 hr on a national rate phone line waiting for them to answer and when they did they actually asked me to take the side off my PC and have a look inside!!!!!

It turned out the power cable hadn't been connected to the hard disk drive!! The lady wasn't even appologetic, she made it sound like it was my fault! Like how on earth could it have been?

May be a one off experience, but its put me off them for life!

Answer 10

Friendship, no that's not risky....my contacts purely this week helped me turn my head remote from the darkness and in direction of the gentle....that's not delusional in any respect, yet a fact.