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Archived from groups: alt.sys.pc-clone.dell (More info?)
Last week I wrote a note here because my 8 month old 8400 was
experiencing intermittant choppy sound and erratic mouse problems.
So, after several weeks of this and being sure the machine is
spyware/virus & worm free and not seeing any obvious conflicts or old
drivers we finally broke down and called India.
Brief Background: I've purchased 7 Dells from a 266, 500, Inspiron,
1500 and have been a Dell supporter since the very early days. Years
ago I called Dell on a Sunday night with a bad motherboard and had a
tech onsite replacing it on Tuesday morning.
I'm sure many of you know a lot more than I do but I'm a retired CIO
of 25 years (not that this qualifies me as a technical person) but I
can take care of things.
Well, that all changed Tuesday when we called about a choppy sound and
erratic mouse complaint. In the space of 2 hours (after a 45 minute on
hold wait) India took the machine from having an irritating but minor
problem to one where the machine had a BSOD part way through the boot
sequence.
And the tech & his manager were telling me it was MY fault it
happened. 2 hours into the call they discovered the machine had 2 hard
drives and that the Dell installed hard drive was now the second drive
on the machine. Once they discovered this they said that I would be
transferred to the India Help Line, for which I would have to pay. I
said "because yout have caused a BSOD on a machine that started with a
minor problem I now have to pay to fix a problem that YOU caused?"
While arguing with them I was able to stop the auto reboot and get the
BSOD message that the Boot.ini file had been damaged. I fixed that,
adios'ed the Indians and came away with the very clear impression that
Dell support has taken a BAD turn. I used to be able to talk to techs
who really knew their stuff. Now I get people who read from
troubleshooting guides and ask for answers.
The manager said "If we'd know you had 2 hard drives we would not have
diagnosed your machine because our techs aren't trained on that". I
said "if it's so important why don't you ask when you first take the
call?" He said "Dell sells 10,000 machnies a day and we have to have
efficient support". I said "Thanks". Have someone from Dell who cares
call me tomorrow (yesterday). Haven't received any calls but I'm now
back where I started with a minor choppy sound and erratic mouse
problem. But it bothers me much less now than it did before.
John
Last week I wrote a note here because my 8 month old 8400 was
experiencing intermittant choppy sound and erratic mouse problems.
So, after several weeks of this and being sure the machine is
spyware/virus & worm free and not seeing any obvious conflicts or old
drivers we finally broke down and called India.
Brief Background: I've purchased 7 Dells from a 266, 500, Inspiron,
1500 and have been a Dell supporter since the very early days. Years
ago I called Dell on a Sunday night with a bad motherboard and had a
tech onsite replacing it on Tuesday morning.
I'm sure many of you know a lot more than I do but I'm a retired CIO
of 25 years (not that this qualifies me as a technical person) but I
can take care of things.
Well, that all changed Tuesday when we called about a choppy sound and
erratic mouse complaint. In the space of 2 hours (after a 45 minute on
hold wait) India took the machine from having an irritating but minor
problem to one where the machine had a BSOD part way through the boot
sequence.
And the tech & his manager were telling me it was MY fault it
happened. 2 hours into the call they discovered the machine had 2 hard
drives and that the Dell installed hard drive was now the second drive
on the machine. Once they discovered this they said that I would be
transferred to the India Help Line, for which I would have to pay. I
said "because yout have caused a BSOD on a machine that started with a
minor problem I now have to pay to fix a problem that YOU caused?"
While arguing with them I was able to stop the auto reboot and get the
BSOD message that the Boot.ini file had been damaged. I fixed that,
adios'ed the Indians and came away with the very clear impression that
Dell support has taken a BAD turn. I used to be able to talk to techs
who really knew their stuff. Now I get people who read from
troubleshooting guides and ask for answers.
The manager said "If we'd know you had 2 hard drives we would not have
diagnosed your machine because our techs aren't trained on that". I
said "if it's so important why don't you ask when you first take the
call?" He said "Dell sells 10,000 machnies a day and we have to have
efficient support". I said "Thanks". Have someone from Dell who cares
call me tomorrow (yesterday). Haven't received any calls but I'm now
back where I started with a minor choppy sound and erratic mouse
problem. But it bothers me much less now than it did before.
John