Archived from groups: alt.sys.pc-clone.dell (
More info?)
"BEK" <greywingsnospamplease@comcast.net> wrote in message
news
rVGc.41417$Oq2.20468@attbi_s52...
>
>> This is the point that seems to be missed by the most uninformed or
>> irresponsible PC users - the damned thing isn't a toaster or
>> refrigerator
>> or a television. Using a PC requires a certain amount of responsibility,
> and
>> a willingness to learn and grow with the system.
>>
>> The computing experience of a "just turn it on" user is destined to be
>> one
>> of pain, malfunction, expense, and continued misery if there is no
>> willingness on their part to grow and learn from their mistakes - and
>> part
>> of that is admitting, "hey, I screwed up bigtime and won't do THAT
>> again."
>>
>> It is for that reason that posts blaming anyone and everyone else for
> their
>> system's problems will continue to be met with skepticism, sarcasm, and
>> limited cooperation from other users in any given forum or newsgroup.
>>
>>
>> Stew
>
> I agree with you 100% Stew and have tried over the years to educate
> myself.
> However, even the most knowledgeable among us must deal with tech support
> for hardware issues on systems still under warranty. I have 2 Dell
> systems
> and have had 3 hardware failures that needed to be replaced. I simply
> emailed tech support with the problem, promptly received detailed testing
> instructions, emailed back my results. In each case a new part arrived at
> my doorstep with a technician to install within 48 hours....I would have
> even gladly replaced the parts myself.
>
> I know many people have had problems with tech support from many companies
> including Dell. My experience has been very pleasant. I think taking the
> time to carefully explain your issue and being polite goes a long way in
> making the tech support experience a painless one.
>
> BEK
>
>
And this is also perhaps a key in the user helping him/herself in the
matter - as you've pointed out. If one is able to call a help desk with
specifics about a problem, especially a clear, concise diagnostic failure
that can be readily identified - life becomes far easier. Mind you, this is
simplistic and is probably asking a lot.
caller: "My hard drive is bad. Send me a new one."
phone monkey: "What is it that makes you believe your hard drive has
failed"?"
caller: "I'm getting some error messages."
phone monkey: "What are the specific messages?"
caller: "I don't know, they sort of flashed up on the screen and I didn't
write them down."
(this call could now theoretically last, oh, several hours to a couple of
days, or maybe more)
as opposed to:
caller: "My hard drive has failed, and I'd like to request a replacement".
phone monkey: "What is it that makes you believe your hard drive has
failed?"
caller: "It fails the SMART short test and give me a return code 7 when I
run the quick diagnostics. It also fails a surface scan indicating bad
clusters."
phone monkey: "where would you like the drive sent?"
(the caller has just given the phone tech 2-3 accepted indicators that the
drive is indeed bad)
Again, how many new users will venture out on the web (or if their machine
is down, have the capes to surf) to find forums where they can get
additional information to prep for a service call? Not many, I'd think.
Communication of correct information as well as user desire to dig a bit
deeper in pursuit of a solution can go a long way into making any call a lot
easier.
Stew