Kudos to Dell tech support and on-site service

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

The Dell tech arrived at my house this morning, took five minutes to
install the replacement Philips DVD+-RW DVD8631in a new 8400, waited
while I burned a 16x DVD, and left. The technician was prompt,
knowledgeable and courteous. I've burned many DVDs since then without
a problem. My place is 30 miles from town. Dell's support works as
promised.
--David

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

"Fred Mau" <fred-dot-mau@comcast.net> wrote in message
news:WaadnZfkCbDV75XfRVn-hg@comcast.com...
> <David Ellis> wrote in message
> news:84k001l5sls6b6b5p43ma9tl5h82l96h36@4ax.com...
>> The Dell tech arrived at my house this morning, took five minutes to
>> install the replacement Philips DVD+-RW DVD8631in a new 8400, waited
>> while I burned a 16x DVD, and left. The technician was prompt,
>> knowledgeable and courteous.
>
> Just curious, was he a "real" Dell tech or a contractor ?
>
> Where I'm at - Portland Oregon and Atlanta Georgia - Whenever we call
> Dell, the person(s) that show up actually work for Unisys.
>
> The techs seem knowledgeable enough, but too often they seem to be in
> such a hurry that they forget the obvious like putting back all the
> screws, reseating the connectors, etc, when they're done. It's like
> they're in a big hurry to get to the next client, like they get paid at
> piece rates.
>
> Was curious if this is a national thing, or if we just coincidentally
> happen to be in two places where they hand it off to Unisys.
>
> (And there's a lesson in there somewhere: Once upon a time, Unisys - a/k/a
> Burroughs + Sperry-Rand - used to be a real player in the computer game, a
> name to be reckoned with, with some decent hardware that gave IBM a run
> for it's money in the Mainframe world. But through years of bad
> management and lack of vision, they've been reduced to doing scut work for
> companies like Dell.)
>
> - FM -
>
>
>


Fred,

They're all contracted techs - or have been for many years. Different
contractors for different (U.S.) regions, I think.


Stew

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

"<SNIP>
> They're all contracted techs - or have been for many years. Different
> contractors for different (U.S.) regions, I think.
>
>
> Stew OK we have actually coverd this before but once again for those that
> missed it Dell has usually in each contry they sell to 3 Service Support
> Companies and they are Unisys, Getronics ( which used to be Wang,
> Olivetti) and the new player on the scene is Banctec, Unisys and Dell use
> permenant Engineers and occasionally Contractors to meet excessive demands
> or staff shortages, Banctec on the other hand tend to generally use
> contractors a majority of the time.
Contractors are paid per call so therefore the more calls they do the more
they earn, whilst the perminant staff get paid no matter how many calls they
do however in saying that they are expected to have a call closure rate of
at least 4 calls per day and between 5/6 for the more senior engineers.

Staff engineers at Getronics and Unisys earn about £15000 to £19000 per
annum, Banctec contractors are on about £30 per day plus £9 per call with no
expenses for petrol. Though they do about 8-10 calls per day.
Banctec concentrate mainly on home user rather then business. Getronics and
Unisys deal mainly with business and Enterprise customers and also do all
Server Calls.

All Getronics and Unisys staff are Dell Certified Engineers.

Dell do have their own engineers but they are for installs only and
generally do not get involved with repairs.


>

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

In that case you shouldhave phoned Dell and complained, he as the engineer
should have phoned Dell and Diagnosed the problem and ordered more parts, he
told you to rebook the call as contractors dont get paid for a 2nd visit, so
by telling you to log another call he gets paid twice
"Steven Kraus" <skraus@gmx.net> wrote in message
news:420b4764@news.uni-rostock.de...
>
> Getronics is internationally working for Dell. Also in Germany. They are
> all only contractors. In germany one call is for about 80Euros. My
> technician is as well often in a hurry. One time he figured the problem
> out, couldn't fix it, and went back home- telling me I should call next
> day again. To lie he had solved problem but would have appeared again.
> They seem to need a lot of calls..
>
>> do however in saying that they are expected to have a call closure rate
>> of at least 4 calls per day and between 5/6 for the more senior
>> engineers.
>>
>> Staff engineers at Getronics and Unisys earn about £15000 to £19000 per
>> annum, Banctec contractors are on about £30 per day plus £9 per call with
>> no expenses for petrol. Though they do about 8-10 calls per day.
>> Banctec concentrate mainly on home user rather then business. Getronics
>> and Unisys deal mainly with business and Enterprise customers and also do
>> all Server Calls.
>>
>> All Getronics and Unisys staff are Dell Certified Engineers.
>>
>> Dell do have their own engineers but they are for installs only and
>> generally do not get involved with repairs.
>>
>>
>>>
>>
>>
>
>