calling dell when you have a xps- better help?

It takes a few days for your service tag to be "registered" automatically for the "special" support. After that you're transferred automatically every time you call or enter your tag.

Ask for XPS support immediately when you get connected. There is a long wait time though, but the XPS guys actually speak good english and are helpful.

"speak good english"

:/

XPS Specialized support is still farmed out to India, you have to be a Small Business customer to get U.S. support, I think.

I wasn't going to post a thread about this, but since someone else did, and more importantly, because I LOVE to whine and cry.....

I called XPS support to arrange to have my keyboard replaced. (One of the keys popped off and the armature underneath broke. No biggie.)

Call #1

I called the main number, routed myself to a human and told them that I have an XPS2 notebook computer and that I need to arrange for a replacement keyboard. They took all my info including service tag and express service number and routed me to a queue. When a rep finally answered, he said that I had been transfered to the desktop queue and that he would have to transfer me to the notebook queue. Fine. After being on hold in the notebook queue (supposedly) for about 15 minutes, a recording told me that they were having a departmental meeting and asked me to call back later. Then it hung up on me. Total call time: 34 minutes.

Call #2

I call the main number and try everything I can to get a hold of a human and ended up having to call sales since they always answer right away. (Big surprise) I told the guy what happened and what I needed and he was really cool about making sure he got all my info accurately and routed me to the XPS queue. While on hold, the recording made it very clear that I was in the XPS DESKTOP queue and that they would not be able to help me with notebook issues. I refused to hang up and try a third time so I waited for a rep to answer anyway. 26 minutes later, one did, I gave him the short version of my story and was really cool about it and he arranged the replacement for me.

I don't think that Dell's support system is bad, I just think the system happened to fail me that day, as is going to happen from time to time, but I do have to say that the wait times were really annoying when their "high tech" queue system can only tell you that wait times will be "longer than 5 minutes." Really? The queue times are nearly 30 minutes and the best the system can do is tell me "longer than 5 minutes"? Give me a break.

This really isn't a rant, I just like whining.

-Doc

No.

I think he just meant "no." to the title of the thred: "calling dell when you have a xps- better help?"

I do know that they have XPS only support queues, but I don't know if they're "better".

-Doc

I had the same problem as the guy above who got transferred to destop support instead of laptop support. And even with a XPS service tag, I still had to wait on hold forever!