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AVOID DELL LIKE THE PLAGUE IT IS

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January 4, 2005 7:51:19 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

When my Gateway laptop computer needed warranty repair, I got it back in less
time than they'd promised. When my Dell home system crashed, all I got was long
waits, broken promises, and buck passing.

December 29th, the computer crashes to a blue screen and I can't get out. I hit the
power button to turn the computer off to reboot. It won't come back on. No power
light, nothing. I open it up to see if there was anything obviously wrong, a loose
wire, etc. I clean it out thoroughly with compressed air. I try again. Dead. I start
to experience some mild panic. My wife, who writes for the newspaper, has a nearly
completed article in there, plus the invoices for the work she'd done in December.
Plus, I have the last three days of work on my novel in there and hadn't yet backed
it up.

I call Dell Tech support. I listen to the music and the suggestions on the phone
for about 45 minutes. Then as the phone finally rings on Dell's end—I get
disconnected. I cuss a little and call back. Another twenty minutes of the same
suggestions. Finally I get hold of a tech who while very nice, doesn't seem to
understand at first that pushing CTRL-ALT-DEL isn't going to do me any good because
the computer is dead. He walks me through a number of steps, which do nothing.
Finally, he hits the wall and turns me over to another very nice tech who walks me
through another set of steps before finally giving up and saying they'll need to do
a service call. He says the parts will be ordered and shipped airborne but because
of the New Year's Holiday, it'll be Monday before a tech can visit. He says we'll
get a call before noon. We're going to be out of town for the holiday anyway, so
this isn't too awful.

Monday morning comes and goes. No call. No visit. I call Dell. More waiting, more
music, more recorded suggestions. When I finally get a human on the line, I inquire
where my service call is. He informs me the parts were ordered and shipped. I tell
him I know that, because I'd checked the status by phone like tech #2 had told me I
could do. Now, I ask, where's my service call? A lot of hemming and hawing and
waiting while he checks the info. Finally, I'm told that the service call has been
ordered. No joke. Eventually I get a number for the dispatcher. I call and get
someplace called Banktech, obviously a subcontractor. They say they'll "leave a
message for the tech." Hours go by. No call. I call again. This time they connect me
directly with the tech who's not even in the state right then. Nice of them to let
me know. He says he doesn't have the paperwork but he knows he has calls in the area
on Tuesday and he'll call between 12 and 2 for directions.

My son has an eye doctor appointment on Tuesday so I come home for lunch (a 12
mile drive) so someone will be here to cover the phone. 12 o'clock comes, then 1:00,
then 2:00. No visit, no call. I call Banktech, who—guess what?-- has to leave a
message for the tech. I let them know this is not acceptable. They promise to have a
supervisor call my house. He never does. I can't face another session waiting on the
phone, so I get on Dell's website and get online tech support chat. I suggest that,
if the tech was delayed, common courtesy would dictate that he at least call and let
us know. Tech support, it seems, can neither confirm nor deny anything regarding
common courtesy. As for the service call, they tell me they can't do anything, it's
not their department. They tell me the "maximum they can do" is tell me to call
Banktech again or have a tech support manager call me in a couple of hours. No one
there offers to try to light a fire under Banktech. Apparently that too is more than
they can do for a customer.

Finally at 4:00 today, the tech shows up. He puts the parts in in about two seconds,
hits the button, it comes on, and he's gone so fast that, as my wife puts it, "I can
feel the breeze." Doesn't bother to test anything to see if it actually works.
Apparently to him the power light=success and everything else can just go hang. . He
also mentions that the guy who was supposed to come yesterday refused to come "all
the way" to my little town. Funny that no one thinks to mention these little
geographical restrictions. Or, as I say, bothers to call and let us know they're not
coming.

Oh and the tech support manager still hasn't called.

So finally the computer is supposedly fixed, but I had to be the one to make the
effort to hound Dell and its subcontractors to do it. If I hadn't done that, we'd
likely still be waiting and wondering when the phone would ring and arranging our
lives around the technicians. I know one thing for sure. I am never, ever, EVER
going to buy from Dell again. And I am going to recommend against anyone else ever
doing so.

I, however, keep MY promises. And I promised Dell I'd tell this story.



--
"The Devils' Right Hand" by J.D. Rhoades, AVAILABLE NOW from St. Martin's/Minotaur

Amazon.com page: http://tinyurl.com/5cn5b

More about : avoid dell plague

Anonymous
January 5, 2005 2:17:11 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

There are similar stories from all computer manufacturers.
What has made Dell so bad to you is this one problem and support experience.
However if you are going to be fair to yourself, you need to more fully
research beyond the one experience and one company.
A statistic of one representing a company can leave you wit misinformation.

--
Jupiter Jones
http://www3.telus.net/dandemar/


"WareWolf" <dustyr@nononno.com> wrote in message
news:MPG.1c44d9e1df95b2689896ad@news.supernews.com...
> When my Gateway laptop computer needed warranty repair, I got it back in
> less
> time than they'd promised. When my Dell home system crashed, all I got was
> long
> waits, broken promises, and buck passing.
>
> December 29th, the computer crashes to a blue screen and I can't get out.
> I hit the
> power button to turn the computer off to reboot. It won't come back on. No
> power
> light, nothing. I open it up to see if there was anything obviously wrong,
> a loose
> wire, etc. I clean it out thoroughly with compressed air. I try again.
> Dead. I start
> to experience some mild panic. My wife, who writes for the newspaper, has
> a nearly
> completed article in there, plus the invoices for the work she'd done in
> December.
> Plus, I have the last three days of work on my novel in there and hadn't
> yet backed
> it up.
>
> I call Dell Tech support. I listen to the music and the suggestions on
> the phone
> for about 45 minutes. Then as the phone finally rings on Dell's end-I get
> disconnected. I cuss a little and call back. Another twenty minutes of the
> same
> suggestions. Finally I get hold of a tech who while very nice, doesn't
> seem to
> understand at first that pushing CTRL-ALT-DEL isn't going to do me any
> good because
> the computer is dead. He walks me through a number of steps, which do
> nothing.
> Finally, he hits the wall and turns me over to another very nice tech who
> walks me
> through another set of steps before finally giving up and saying they'll
> need to do
> a service call. He says the parts will be ordered and shipped airborne but
> because
> of the New Year's Holiday, it'll be Monday before a tech can visit. He
> says we'll
> get a call before noon. We're going to be out of town for the holiday
> anyway, so
> this isn't too awful.
>
> Monday morning comes and goes. No call. No visit. I call Dell. More
> waiting, more
> music, more recorded suggestions. When I finally get a human on the line,
> I inquire
> where my service call is. He informs me the parts were ordered and
> shipped. I tell
> him I know that, because I'd checked the status by phone like tech #2 had
> told me I
> could do. Now, I ask, where's my service call? A lot of hemming and
> hawing and
> waiting while he checks the info. Finally, I'm told that the service call
> has been
> ordered. No joke. Eventually I get a number for the dispatcher. I call and
> get
> someplace called Banktech, obviously a subcontractor. They say they'll
> "leave a
> message for the tech." Hours go by. No call. I call again. This time they
> connect me
> directly with the tech who's not even in the state right then. Nice of
> them to let
> me know. He says he doesn't have the paperwork but he knows he has calls
> in the area
> on Tuesday and he'll call between 12 and 2 for directions.
>
> My son has an eye doctor appointment on Tuesday so I come home for lunch
> (a 12
> mile drive) so someone will be here to cover the phone. 12 o'clock comes,
> then 1:00,
> then 2:00. No visit, no call. I call Banktech, who-guess what?-- has to
> leave a
> message for the tech. I let them know this is not acceptable. They promise
> to have a
> supervisor call my house. He never does. I can't face another session
> waiting on the
> phone, so I get on Dell's website and get online tech support chat. I
> suggest that,
> if the tech was delayed, common courtesy would dictate that he at least
> call and let
> us know. Tech support, it seems, can neither confirm nor deny anything
> regarding
> common courtesy. As for the service call, they tell me they can't do
> anything, it's
> not their department. They tell me the "maximum they can do" is tell me to
> call
> Banktech again or have a tech support manager call me in a couple of
> hours. No one
> there offers to try to light a fire under Banktech. Apparently that too is
> more than
> they can do for a customer.
>
> Finally at 4:00 today, the tech shows up. He puts the parts in in about
> two seconds,
> hits the button, it comes on, and he's gone so fast that, as my wife puts
> it, "I can
> feel the breeze." Doesn't bother to test anything to see if it actually
> works.
> Apparently to him the power light=success and everything else can just go
> hang. . He
> also mentions that the guy who was supposed to come yesterday refused to
> come "all
> the way" to my little town. Funny that no one thinks to mention these
> little
> geographical restrictions. Or, as I say, bothers to call and let us know
> they're not
> coming.
>
> Oh and the tech support manager still hasn't called.
>
> So finally the computer is supposedly fixed, but I had to be the one to
> make the
> effort to hound Dell and its subcontractors to do it. If I hadn't done
> that, we'd
> likely still be waiting and wondering when the phone would ring and
> arranging our
> lives around the technicians. I know one thing for sure. I am never, ever,
> EVER
> going to buy from Dell again. And I am going to recommend against anyone
> else ever
> doing so.
>
> I, however, keep MY promises. And I promised Dell I'd tell this story.
>
>
>
> --
> "The Devils' Right Hand" by J.D. Rhoades, AVAILABLE NOW from St.
> Martin's/Minotaur
>
> Amazon.com page: http://tinyurl.com/5cn5b
Anonymous
January 5, 2005 5:09:13 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

Just like people, Dell does not get a second chance to make a first
impression. My first experience after I ordered was with Dell Financial
Services - cant seem to credit early payments to my account and can't
understand why I'm pissed. Next experience was wth Dell Technical Support
who waited 4 days to reply to my issue and when they did, it was
pathetically weak. I can't wait for the next issue.
Andy

"Jupiter Jones" <jones_jupiter@hotnomail.com> wrote in message
news:XtFCd.32108$nN6.20833@edtnps84...
> There are similar stories from all computer manufacturers.
> What has made Dell so bad to you is this one problem and support
> experience.
> However if you are going to be fair to yourself, you need to more fully
> research beyond the one experience and one company.
> A statistic of one representing a company can leave you wit
> misinformation.
>
> --
> Jupiter Jones
> http://www3.telus.net/dandemar/
>
>
> "WareWolf" <dustyr@nononno.com> wrote in message
> news:MPG.1c44d9e1df95b2689896ad@news.supernews.com...
>> When my Gateway laptop computer needed warranty repair, I got it back
>> in less
>> time than they'd promised. When my Dell home system crashed, all I got
>> was long
>> waits, broken promises, and buck passing.
>>
>> December 29th, the computer crashes to a blue screen and I can't get out.
>> I hit the
>> power button to turn the computer off to reboot. It won't come back on.
>> No power
>> light, nothing. I open it up to see if there was anything obviously
>> wrong, a loose
>> wire, etc. I clean it out thoroughly with compressed air. I try again.
>> Dead. I start
>> to experience some mild panic. My wife, who writes for the newspaper,
>> has a nearly
>> completed article in there, plus the invoices for the work she'd done in
>> December.
>> Plus, I have the last three days of work on my novel in there and hadn't
>> yet backed
>> it up.
>>
>> I call Dell Tech support. I listen to the music and the suggestions on
>> the phone
>> for about 45 minutes. Then as the phone finally rings on Dell's end-I get
>> disconnected. I cuss a little and call back. Another twenty minutes of
>> the same
>> suggestions. Finally I get hold of a tech who while very nice, doesn't
>> seem to
>> understand at first that pushing CTRL-ALT-DEL isn't going to do me any
>> good because
>> the computer is dead. He walks me through a number of steps, which do
>> nothing.
>> Finally, he hits the wall and turns me over to another very nice tech who
>> walks me
>> through another set of steps before finally giving up and saying they'll
>> need to do
>> a service call. He says the parts will be ordered and shipped airborne
>> but because
>> of the New Year's Holiday, it'll be Monday before a tech can visit. He
>> says we'll
>> get a call before noon. We're going to be out of town for the holiday
>> anyway, so
>> this isn't too awful.
>>
>> Monday morning comes and goes. No call. No visit. I call Dell. More
>> waiting, more
>> music, more recorded suggestions. When I finally get a human on the line,
>> I inquire
>> where my service call is. He informs me the parts were ordered and
>> shipped. I tell
>> him I know that, because I'd checked the status by phone like tech #2 had
>> told me I
>> could do. Now, I ask, where's my service call? A lot of hemming and
>> hawing and
>> waiting while he checks the info. Finally, I'm told that the service call
>> has been
>> ordered. No joke. Eventually I get a number for the dispatcher. I call
>> and get
>> someplace called Banktech, obviously a subcontractor. They say they'll
>> "leave a
>> message for the tech." Hours go by. No call. I call again. This time they
>> connect me
>> directly with the tech who's not even in the state right then. Nice of
>> them to let
>> me know. He says he doesn't have the paperwork but he knows he has calls
>> in the area
>> on Tuesday and he'll call between 12 and 2 for directions.
>>
>> My son has an eye doctor appointment on Tuesday so I come home for
>> lunch (a 12
>> mile drive) so someone will be here to cover the phone. 12 o'clock comes,
>> then 1:00,
>> then 2:00. No visit, no call. I call Banktech, who-guess what?-- has to
>> leave a
>> message for the tech. I let them know this is not acceptable. They
>> promise to have a
>> supervisor call my house. He never does. I can't face another session
>> waiting on the
>> phone, so I get on Dell's website and get online tech support chat. I
>> suggest that,
>> if the tech was delayed, common courtesy would dictate that he at least
>> call and let
>> us know. Tech support, it seems, can neither confirm nor deny anything
>> regarding
>> common courtesy. As for the service call, they tell me they can't do
>> anything, it's
>> not their department. They tell me the "maximum they can do" is tell me
>> to call
>> Banktech again or have a tech support manager call me in a couple of
>> hours. No one
>> there offers to try to light a fire under Banktech. Apparently that too
>> is more than
>> they can do for a customer.
>>
>> Finally at 4:00 today, the tech shows up. He puts the parts in in about
>> two seconds,
>> hits the button, it comes on, and he's gone so fast that, as my wife puts
>> it, "I can
>> feel the breeze." Doesn't bother to test anything to see if it actually
>> works.
>> Apparently to him the power light=success and everything else can just go
>> hang. . He
>> also mentions that the guy who was supposed to come yesterday refused to
>> come "all
>> the way" to my little town. Funny that no one thinks to mention these
>> little
>> geographical restrictions. Or, as I say, bothers to call and let us know
>> they're not
>> coming.
>>
>> Oh and the tech support manager still hasn't called.
>>
>> So finally the computer is supposedly fixed, but I had to be the one to
>> make the
>> effort to hound Dell and its subcontractors to do it. If I hadn't done
>> that, we'd
>> likely still be waiting and wondering when the phone would ring and
>> arranging our
>> lives around the technicians. I know one thing for sure. I am never,
>> ever, EVER
>> going to buy from Dell again. And I am going to recommend against anyone
>> else ever
>> doing so.
>>
>> I, however, keep MY promises. And I promised Dell I'd tell this story.
>>
>>
>>
>> --
>> "The Devils' Right Hand" by J.D. Rhoades, AVAILABLE NOW from St.
>> Martin's/Minotaur
>>
>> Amazon.com page: http://tinyurl.com/5cn5b
>
>
Related resources
Anonymous
January 5, 2005 7:27:18 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

Hi!

I'd have to say that apart from the near-maddening experience with the tech
support reps in India (and where is this not a problem? Dell's staff was
pretty decent compared to the folks I spoke with at Best Buy warranty
service...) that the on-site technical service did a great job when my
8300's internal 250MB Zip drive went out.

I had a good experience buying my 8300 and hope that it will be a decent
computer with a long life.

Now if you asked me about my attempt to purchase and finance a Latitude
notebook, I'd almost tell you that Dell's small business sales department
isn't worth dealing with. I found the financing inflexible and the choices
completely inappropriate for a person buying the machine for personal use.

Point being that everyone has a bad experience with a company at some point.

William
Anonymous
January 5, 2005 7:27:19 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <E0KCd.74623$k25.74111@attbi_s53>, newsgroups1
@saveyourspam.walshcomptech.com says...
> I'd have to say that apart from the near-maddening experience with the tech
> support reps in India (and where is this not a problem? Dell's staff was
> pretty decent compared to the folks I spoke with at Best Buy warranty
> service...)

Dell's getting a pretty bad rap for their reps in India. So much so
that they've moved all "business division" support back to the U.S.
Only consumers will still get reps in India.

Even then, there is a "massive" effort to replace workers in India with
those who has little or no accent. And they're putting a premium on
better training.

That said, here in the U.S. they are paying "tech minimum wage" for
support people and they don't understand why they have such a high
turnover rate. People with real life experience and training aren't
going to work for $12/hour. And those who do take the job can take
advantage of internal Dell training and certifications, then leave the
job after a year to get a real paying job.

I worked in the ACS division in Nashville for almost two years and left
a few months ago to work IT for another company after getting all of my
Dell certifications. I actually enjoyed doing tech support and was one
of the top techs, but they weren't willing to pay a decent wage.

If Dell showed as much loyalty to me as I showed to them, I'd still be
there.

That said, this problem isn't limited to Dell. My wife worked tech
support for Comcast for almost 3 years before she got a better IT job.
And it was mostly the same story. Comcast pay is worse than Dell's
(although they have better benefits) and there is little upward mobility
for tech reps. I've got friends at Bell South and Gateway to tell me
the same sort of stories.

As for the level of Tech Support given to customers... Dell had an
outside company do a survey last year and found they had dropped from #1
in customer satisfaction to #3. As a result, the whole support system
is being overhauled and techs are spending a LOT more time in training
so they can get back to #1.

For consumers, I'd say you're not gonna see any decent results any time
soon (the consumer division cares more about saving money than truly
helping people; consumer sales make up less than 20% of overall sales),
but if you've got a business account with Dell, I'd expect that you'll
see massive improvement in the coming few months.

I should also mention that if you are an end user that purchased your
computer through your company, you're in the business support category.
January 5, 2005 9:27:14 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

i've used dell's india based tech support three times over the past
year and there third party(banctec, not banktech. read your service
agreement)on site service once and have never had a problem. of course
my failed combo drive and static filled speakers weren't exactly major
problems, either. still, i was well taken care of with no on-hold phone
time and 36 hour on-site service. and the indian techies are fine.
accent or not. whether or not better paid americans can do a better job
is another story. it's like bubba said above, folks with real life
training and skills in the IT field are not going to work for $12.00 an
hour. and the fact of the matter is they may not even do the job for
twenty-dollars an hour if it means they basically have to answer phones
all day from folks who call tech support every time windows freezes or
a program goes a little nutty. as it is 15 out of every 100 home user
calls dell gets is a person with a problem caused by a virus. so after
spending 4 or 6 or 8 years in college or at a high cost tech school,
the most qualified people for these jobs may simply not want to spend
10 hours a day in a cubicle answering questions from folks who can
barely open a can of soup, much less run and maintain a busy computer
on a daily basis. and now that the jobs have gone overseas and it's
been proven it can work, these phone support jobs have been diminished
and devalued. so the pay and the job may never be as attractive to
american workers again. the bottom line is those indian folks have at
least a bachelors degree in there chosen field and the average pay is
$2,000 annually. the IT industry as a whole is globally minded and
student enrollment in our nations collages for IT training is at an all
time low. far more folks from other countrys are entering the field
then americans. the why and the how could this happen part of this is
beyond the point now. that's the way it is for better and for worse.
Anonymous
January 5, 2005 12:50:38 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <MPG.1c455a1d6adf11059897fc@news.usenetserver.com>, Bad
Bubba <bad@bubba.dude> wrote:

> That said, here in the U.S. they are paying "tech minimum wage" for
> support people and they don't understand why they have such a high
> turnover rate. People with real life experience and training aren't
> going to work for $12/hour. And those who do take the job can take
> advantage of internal Dell training and certifications, then leave the
> job after a year to get a real paying job.

I agree. Dell as well as other companies are able to hire staffs with
higher education level for less money. Apart from their local accent,
the overall technical standard is higher. Well, guess everyone take
that differently...

--
Anonymous
January 5, 2005 2:45:18 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

I agree! Avoid Dell at all costs.

I regularly work with support from Dell, IBM, and Compaq/HP. I have
experienced "Business" level support as well as "Home User" support.

Each company does a decent job of supporting their business customers.
When calling in for business support issues, I would rank IBM first,
HP/Compaq second and Dell last.

Home User support is where Dell really looses. Like some of you, I have
had support reps in the Philippines tell me to "Double Click" My
Computer after I tell them I have the hard drive out of the computer
and in my hands. I have had orders lost, then cancelled only to show up
weeks later. I have spent hours on hold getting transferred from
department to department, each denying responsibility for my issue. I
have been "Accidentally" disconnected an average of once per incident.

Dell used to offer the best in home support. Not because they were
rated #1 by "Joe Blow' Magazine, but because you could tell just by
calling. I used to recommend any home user buy a Dell simply for the
excellent support. Needless to say, Dell is no longer my PC of choice
for anyone.

I refuse to buy anything else from Dell and will recommend anyone else
do the same, until they get their act together.
January 5, 2005 2:51:16 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

WareWolf wrote:
> When my Gateway laptop computer needed warranty repair, I got it back in less
> time than they'd promised. When my Dell home system crashed, all I got was long
> waits, broken promises, and buck passing.
>
> December 29th, the computer crashes to a blue screen and I can't get out. I hit the
> power button to turn the computer off to reboot. It won't come back on. No power
> light, nothing. I open it up to see if there was anything obviously wrong, a loose
> wire, etc. I clean it out thoroughly with compressed air. I try again. Dead. I start
> to experience some mild panic. My wife, who writes for the newspaper, has a nearly
> completed article in there, plus the invoices for the work she'd done in December.
> Plus, I have the last three days of work on my novel in there and hadn't yet backed
> it up.
>
> I call Dell Tech support. I listen to the music and the suggestions on the phone
> for about 45 minutes. Then as the phone finally rings on Dell's end—I get
> disconnected. I cuss a little and call back. Another twenty minutes of the same
> suggestions. Finally I get hold of a tech who while very nice, doesn't seem to
> understand at first that pushing CTRL-ALT-DEL isn't going to do me any good because
> the computer is dead. He walks me through a number of steps, which do nothing.
> Finally, he hits the wall and turns me over to another very nice tech who walks me
> through another set of steps before finally giving up and saying they'll need to do
> a service call. He says the parts will be ordered and shipped airborne but because
> of the New Year's Holiday, it'll be Monday before a tech can visit. He says we'll
> get a call before noon. We're going to be out of town for the holiday anyway, so
> this isn't too awful.
>
> Monday morning comes and goes. No call. No visit. I call Dell. More waiting, more
> music, more recorded suggestions. When I finally get a human on the line, I inquire
> where my service call is. He informs me the parts were ordered and shipped. I tell
> him I know that, because I'd checked the status by phone like tech #2 had told me I
> could do. Now, I ask, where's my service call? A lot of hemming and hawing and
> waiting while he checks the info. Finally, I'm told that the service call has been
> ordered. No joke. Eventually I get a number for the dispatcher. I call and get
> someplace called Banktech, obviously a subcontractor. They say they'll "leave a
> message for the tech." Hours go by. No call. I call again. This time they connect me
> directly with the tech who's not even in the state right then. Nice of them to let
> me know. He says he doesn't have the paperwork but he knows he has calls in the area
> on Tuesday and he'll call between 12 and 2 for directions.
>
> My son has an eye doctor appointment on Tuesday so I come home for lunch (a 12
> mile drive) so someone will be here to cover the phone. 12 o'clock comes, then 1:00,
> then 2:00. No visit, no call. I call Banktech, who—guess what?-- has to leave a
> message for the tech. I let them know this is not acceptable. They promise to have a
> supervisor call my house. He never does. I can't face another session waiting on the
> phone, so I get on Dell's website and get online tech support chat. I suggest that,
> if the tech was delayed, common courtesy would dictate that he at least call and let
> us know. Tech support, it seems, can neither confirm nor deny anything regarding
> common courtesy. As for the service call, they tell me they can't do anything, it's
> not their department. They tell me the "maximum they can do" is tell me to call
> Banktech again or have a tech support manager call me in a couple of hours. No one
> there offers to try to light a fire under Banktech. Apparently that too is more than
> they can do for a customer.
>
> Finally at 4:00 today, the tech shows up. He puts the parts in in about two seconds,
> hits the button, it comes on, and he's gone so fast that, as my wife puts it, "I can
> feel the breeze." Doesn't bother to test anything to see if it actually works.
> Apparently to him the power light=success and everything else can just go hang. . He
> also mentions that the guy who was supposed to come yesterday refused to come "all
> the way" to my little town. Funny that no one thinks to mention these little
> geographical restrictions. Or, as I say, bothers to call and let us know they're not
> coming.
>
> Oh and the tech support manager still hasn't called.
>
> So finally the computer is supposedly fixed, but I had to be the one to make the
> effort to hound Dell and its subcontractors to do it. If I hadn't done that, we'd
> likely still be waiting and wondering when the phone would ring and arranging our
> lives around the technicians. I know one thing for sure. I am never, ever, EVER
> going to buy from Dell again. And I am going to recommend against anyone else ever
> doing so.
>
> I, however, keep MY promises. And I promised Dell I'd tell this story.


I BET YOU STILL HAVEN'T BACKED UP YOUR DATA!!!
HAVE YOU
Anonymous
January 5, 2005 6:40:11 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In my opinion this is symptomatic of a growing trend in American business.
They're just interested in the short term profits. I think there was a
reason that Henry Ford built the Rouge complex, he wanted total control of
the process. This way he could ensure the quality and cost of his product.
Our modern CEO's have turned 180 degrees. I think the problems we see today
comes from managers whose only goal is to look good and move up the ladder.
Hence outsourcing is becoming more and more the norm. It appears that
eventually we'll outsource our children out of a future. IMHO
Paul

"WareWolf" <dustyr@nononno.com> wrote in message
news:MPG.1c44d9e1df95b2689896ad@news.supernews.com...

Story of poor support snipped
Anonymous
January 5, 2005 7:10:36 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

Whytoi,
I've had great tech support from people with accents. But they were
technically versed. I'd had support from American accents that were just
reading a script which soon became: "You're going to have to format the hard
drive". Unfortunately, unless you pay extra, you're going to get a script
reader.
Paul

"Whytoi" <whytoi@hotmail.com> wrote in message
news:050120052050383454%whytoi@hotmail.com...
> In article <MPG.1c455a1d6adf11059897fc@news.usenetserver.com>, Bad
> Bubba <bad@bubba.dude> wrote:
>
>> That said, here in the U.S. they are paying "tech minimum wage" for
>> support people and they don't understand why they have such a high
>> turnover rate. People with real life experience and training aren't
>> going to work for $12/hour. And those who do take the job can take
>> advantage of internal Dell training and certifications, then leave the
>> job after a year to get a real paying job.
>
> I agree. Dell as well as other companies are able to hire staffs with
> higher education level for less money. Apart from their local accent,
> the overall technical standard is higher. Well, guess everyone take
> that differently...
>
> --
January 5, 2005 9:06:56 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

OK I'll, tell you like it is here in the UK, there are 3 Dell service
Partners worldwide they are in no particular order Getronics (used to be
WANG & befor ethat Olivetti) Unisys, and Banctec (Banctec being the new kids
on the block) Dells whole company ethos is about driving prices down They
dont make/manufacture anything "They assemble".

Recently Banctec arrived in Europe wanting a slice of the Service Repair
contract and offered Dell a High 1st time fix rate at a lower price than
either Unysis or Getronics were working to, to which Dell rubbed its hands
saying thank you very much and gave themn a large slice of the home user
market while Getronics and Unysis concentrated on the business side of
things unfortunatly for Dell it appears Banctec are finding it very hard to
meet their service level agreements, and it becomes a vicious circle,
Engineers overworked, too tight time schedules, lowmoral, bad service etcetc
and it goes on and on and everyone gets tarred with the same brush.

Now most of you will say "but thats Dells fault" and yes your correct, but
one thing I have noticed over the years the Business side of things are far
more forgiving and more flexable when things go wrong or an engineer cant
make the appointed time.
The home user also seems utterly dismayed if Dell request them to do some
troubleshooting so as to enable them to get a more adequate 1st time fix
rate and god help the engineer should the hard drive fail and the user
hasn't backed up their data - "To all home users read your service contract
Dell ARE NOT responsible if you lose your Data"

In saying that though there is no excuse for bad manners and slovenly
attitude that the original poster suffered at the hands of Banctec and their
employees.

"phew thats got that off my chest " :) 
"Whytoi" <whytoi@hotmail.com> wrote in message
news:050120052050383454%whytoi@hotmail.com...
> In article <MPG.1c455a1d6adf11059897fc@news.usenetserver.com>, Bad
> Bubba <bad@bubba.dude> wrote:
>
>> That said, here in the U.S. they are paying "tech minimum wage" for
>> support people and they don't understand why they have such a high
>> turnover rate. People with real life experience and training aren't
>> going to work for $12/hour. And those who do take the job can take
>> advantage of internal Dell training and certifications, then leave the
>> job after a year to get a real paying job.
>
> I agree. Dell as well as other companies are able to hire staffs with
> higher education level for less money. Apart from their local accent,
> the overall technical standard is higher. Well, guess everyone take
> that differently...
>
> --
>
Anonymous
January 5, 2005 9:37:36 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <O5-dnWDYA71RykHcRVn-hg@giganews.com>, paulschilter@comcast
says...
> I've had great tech support from people with accents. But they were
> technically versed. I'd had support from American accents that were just
> reading a script which soon became: "You're going to have to format the hard
> drive". Unfortunately, unless you pay extra, you're going to get a script
> reader.

Sometimes it may seem like that, even though it's not. Most of the
techs I worked with were very knowledgeable and in "many" if not "most"
cases they could help you with a problem without having to use the KB
system at Dell.

However, using the KB system at Dell is now a REQUIREMENT for all
problems, period whether you know the answer or not. And nobody knows
everything and sometings you just gotta bring it up and have the
customer start going through the checklist.
Anonymous
January 6, 2005 12:29:15 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

<bhennon@gmail.com> wrote in message
news:1104954318.672538.229860@f14g2000cwb.googlegroups.com...

> Home User support is where Dell really looses.



This is, essentially, the evaluation that Consumer Reports released after
their survey of computer technical support for the consumer.

How things have changed over the last 3 or 4 years. Dell used to rank at the
very top. Now, when it comes to technical support for the consumer, they
are just another "also ran".


<bhennon@gmail.com> wrote in message
news:1104954318.672538.229860@f14g2000cwb.googlegroups.com...
> I agree! Avoid Dell at all costs.
>
> I regularly work with support from Dell, IBM, and Compaq/HP. I have
> experienced "Business" level support as well as "Home User" support.
>
> Each company does a decent job of supporting their business customers.
> When calling in for business support issues, I would rank IBM first,
> HP/Compaq second and Dell last.
>
> Home User support is where Dell really looses. Like some of you, I have
> had support reps in the Philippines tell me to "Double Click" My
> Computer after I tell them I have the hard drive out of the computer
> and in my hands. I have had orders lost, then cancelled only to show up
> weeks later. I have spent hours on hold getting transferred from
> department to department, each denying responsibility for my issue. I
> have been "Accidentally" disconnected an average of once per incident.
>
> Dell used to offer the best in home support. Not because they were
> rated #1 by "Joe Blow' Magazine, but because you could tell just by
> calling. I used to recommend any home user buy a Dell simply for the
> excellent support. Needless to say, Dell is no longer my PC of choice
> for anyone.
>
> I refuse to buy anything else from Dell and will recommend anyone else
> do the same, until they get their act together.
>
Anonymous
January 6, 2005 12:29:16 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <L_YCd.1556$W32.234@newsread3.news.atl.earthlink.net>,
girlsrule@hotmail.com says...
> How things have changed over the last 3 or 4 years. Dell used to rank at the
> very top. Now, when it comes to technical support for the consumer, they
> are just another "also ran".

And as a former employee, I would say that (the money people at) Dell
corporate has no problem with that (in my opinion). Consumer sales
account for so little revenue in the grand scheme that for the most part
they don't care if they piss off some people who only bought from Dell
because Dell had the lowest price that day.

The PR department at Dell isn't all that happy. If your uncle, as a
consumer, bought a Dell and had a bad experience and you're thinking
about approving 10 systems for your business, it may affect your
decision, even though the support is completely different.

Dell support in the U.S. are really unhappy because the poor support
provided by India often reflects on them, even though they have NOTHING
to do with the operation in India.

There are people in the organization who would LOVE to kill off the
consumer division and do nothing but corporate/business sales.
Unfortunately, even though consumer sales is a small percentage of
overall sales, it's still a sh*tload of money and the money bags don't
want to give away even one dollar.
Anonymous
January 7, 2005 2:02:24 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <kGgDd.2531$W32.2229@newsread3.news.atl.earthlink.net>,
girlsrule@hotmail.com says...
> First of all let me say that I agree with what you have posted. I suspected
> you will be castigated as being "a disgruntled former employee" or worse.

Well, they'd be partially correct. I am "disgruntled" in that I feel
they made me leave a really great job by not paying me enough money to
feed my family and put my kids through college.

> I do however have one question. If we had purchased three $600 to $800 Dell
> computers, I very likely wouldn't be so critical of Dell(and wouldn't have
> justification for feeling the way I do). But, we purchased three $2000 plus
> computers from Dell's consumer division and got and are continuing to get
> the same sorry support as those that bought the $600 to $800 computers. Why
> did the folks at Dell elect to do that instead of basing the support
> available on the price range of the machine purchased with option to upgrade
> at additional cost, the support on the less expensive machines?
> This decision has cost many, many Dell customers like ourselves.
> We will never buy another Dell, for business or for the home.

I don't know why support isn't based on the price instead of the "sales
group" you bought the computers from. Obviously you didn't know any
better, but had you just bought those same computers from the business
division (even if you don't own a business, just make up a name, it
doesn't matter) you'd get much better support and it probably would not
have cost you any more money.
January 7, 2005 9:59:45 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

i'm wondering irene just what kind of "support " you have needed or are
expecting? i also have more then one computer at home and am a fairly
new user. i've had a couple of hardware issues that were promptly taken
care of by my service agreement. other then that there's really nothing
i haven't been able to take care of myself. as i said , i'm a fairly
new user(only a year) and both my machines are used quite alot. things
sometimes go wrong and i have found the machines to be fairly simple
to figure out. so i'm wondering just what kind of support you need that
you aren't getting? also bubba, could you tell me the most common
issue(in general)home users have when they call in for tech support?
thanks : )
Anonymous
January 7, 2005 10:29:48 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Bad Bubba" <bad@bubba.dude> wrote in message
news:MPG.1c47d3d7c555bd70989806@news.usenetserver.com...

Obviously you didn't know any
> better,

On that, I must plead guilty, with this qualification.
On the first "top of the line" Dell Dimension that we purchased, we got
acceptable to good support. So, a year and a half later, based on that
experience, we ordered two more "top of the line" Dimensions. I wish I
could say otherwise, but the support we received after the purchase of the
last two computers has been to say the least very, disappointing.
I am sorry, but we shouldn't have falsify an order, just to order from the
Small Business Division for the better support that they provide. Frankly I
find it repugnant that we should be forced into it by an absurd policy that
is set by some Dell executive.
So, as I said in my previous post, we will never again purchase a computer
from Dell.

"Bad Bubba" <bad@bubba.dude> wrote in message
news:MPG.1c47d3d7c555bd70989806@news.usenetserver.com...
> In article <kGgDd.2531$W32.2229@newsread3.news.atl.earthlink.net>,
> girlsrule@hotmail.com says...
> > First of all let me say that I agree with what you have posted. I
suspected
> > you will be castigated as being "a disgruntled former employee" or
worse.
>
> Well, they'd be partially correct. I am "disgruntled" in that I feel
> they made me leave a really great job by not paying me enough money to
> feed my family and put my kids through college.
>
> > I do however have one question. If we had purchased three $600 to $800
Dell
> > computers, I very likely wouldn't be so critical of Dell(and wouldn't
have
> > justification for feeling the way I do). But, we purchased three $2000
plus
> > computers from Dell's consumer division and got and are continuing to
get
> > the same sorry support as those that bought the $600 to $800 computers.
Why
> > did the folks at Dell elect to do that instead of basing the support
> > available on the price range of the machine purchased with option to
upgrade
> > at additional cost, the support on the less expensive machines?
> > This decision has cost many, many Dell customers like ourselves.
> > We will never buy another Dell, for business or for the home.
>
> I don't know why support isn't based on the price instead of the "sales
> group" you bought the computers from. Obviously you didn't know any
> better, but had you just bought those same computers from the business
> division (even if you don't own a business, just make up a name, it
> doesn't matter) you'd get much better support and it probably would not
> have cost you any more money.
>
Anonymous
January 7, 2005 6:14:00 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

Self-inflicted software problems.......



> also bubba, could you tell me the most common issue(in general)home users
> have when they call in for tech support?
> thanks : )
>
Anonymous
January 7, 2005 10:36:32 PM

Archived from groups: alt.sys.pc-clone.dell (More info?)

"jd" <sickboy2all@aol.com> wrote in message
news:1105109985.631079.149470@f14g2000cwb.googlegroups.com...


<snip>

> also bubba, could you tell me the most common
> issue(in general)home users have when they call in for tech support?
> thanks : )
>


Spyware/adware/malware, I would guess.


Stew
January 8, 2005 1:27:35 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

most likely self-inflicted software troubles and spyware/virus
problems, yes? yes. exactly. which begs the question of why dell or any
other company has to basically waste valuable resources(human and
otherwise)taking care of these problems for folks who have bought a
machine from them. when you buy a new car you don't call the car
company and ask for help if you pour oil in your radiator or water in
your engine. and they don't have to fix your car if a mod or an add-on
breaks or upsets it. so long as the machine (car, computer, or
otherwise) is free from defects and operates as it should under normal
circumstances, then the company has no responsibility to show you how
to maintain it and keep it running right. i believe for an additional
charge dell offers online training of varying degrees which can help
you with that sort of thing. fact of the matter is as long as your box
is assembled properly and the hardware is on the up and up, there is
most likely no one in tech support who can help you much more then you
can help yourself. dell is in the computer building business, not the
solve your software/os/virus/spyware problem business. i wonder how
many of dells home user support calls are from folks who actually have
trouble with their computers/hardware? you know, the actual computer
itself.
Anonymous
January 9, 2005 12:40:05 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <MTqDd.14$KJ2.9@newsread3.news.atl.earthlink.net>,
girlsrule@hotmail.com says...
> I am sorry, but we shouldn't have falsify an order, just to order from the
> Small Business Division for the better support that they provide. Frankly I
> find it repugnant that we should be forced into it by an absurd policy that
> is set by some Dell executive.

I agree with you entirely. Quite honestly, *ANYONE* in the U.S. who
buys a system with on-site service should get the Americas support
division whether you're a business customer or not.

I have no sympathy for those who buy the cheapest computer that happens
to be on sale that day. They get what they pay for.

> So, as I said in my previous post, we will never again purchase a computer
> from Dell.

I understand. I'm saddened, but I certainly understand why.
Anonymous
January 9, 2005 12:45:26 AM

Archived from groups: alt.sys.pc-clone.dell (More info?)

In article <1105109985.631079.149470@f14g2000cwb.googlegroups.com>,
sickboy2all@aol.com says...
> also bubba, could you tell me the most common
> issue(in general)home users have when they call in for tech support?
> thanks : )

I have never worked in the consumer support division, so I really don't
know what is officially the most common issue.

Just having talked with people from that division, the most common
problems are "common sense". For example, last year one model of system
shipped with one of those front "doors" that you had to open up in order
to access your drives. The sales team put that unit on sale and
thousands of systems were shipped. Support got "thousands" of callers
screaming that they'd bought a system with a CD burner or DVD drive and
the system didn't have any drives at all. Of course, had they looked at
the "introduction" guide that came with the system they would have seen
how to open the door on the front of the case. That's one reason why
all new systems do NOT have doors any longer. Even for front ports.

As for the most common "real" problem that's not an issue of stupidity,
I'd probably have to say SpyWare. At least over in ACS, that's the
biggest problem we had. Close to 50% of calls were from people who's
computer was popping up porn and other stuff like crazy or their system
crawled to a near halt.
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