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Is Dell (Business) Gold Support worth it?

post #1 of 12
9/8/07 at 11:48pm
Thread Starter 
Hi, I'm looking at a Vostro laptop because they seem to be slightly cheaper than the Inspirons right now, but I noticed that they offer a "Gold support" option on top of the normal warranty options. I'm going for the 3 year complete care already, but I'm wondering if it's worth getting the extra support? At that point, the cost of the support will almost cost as much as the laptop!
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post #2 of 12
9/9/07 at 12:05am
gold support is support based in the US. It also gets put into a different priority queue, so you get help much much quicker.
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post #3 of 12
9/9/07 at 12:16am
Thread Starter 
So it's basically a matter of preference then? US support vs, I guess, Indain support?
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post #4 of 12
9/9/07 at 12:24am
and faster support queue correct
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post #5 of 12
9/10/07 at 10:27am
I think Mobility Warranty inclues gold support, and complete care. I would definately get complete care.
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post #6 of 12
9/10/07 at 10:39am
I don't know what mobility warranty is
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post #7 of 12
9/10/07 at 11:48am
We have the Gold Support here at work, and its great. All the replacement parts we've ever needed have been shipped next-day, so theres basically no downtime.
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post #8 of 12
9/18/07 at 3:41am
I have business level support on all my systems.. You will think your lucky stars when something goes wrong & the person you are talking to

#1. Has the potential to understand what you are talking about
#2. Is capable of thinking outside the box & closing the script book.
#3. Understands the word "escalate"
#4. Doesn't raise your BP 50 points within the first 2 minutes of the call.
#5. Documents your case so it actually makes sense


When I had regular support (long long ago) the #1 thing I hated was asking for a manager...The conversation goes like this...

Cust: (Explains problem)

Rep: "Oh yah rly? ok then have you tried..blah blah blah" (15 minutes of TS)

Cust: "you cannot fix this please call your manager"

Rep "Ok I will do that in a momment you sure I cannot be helping you once more?"

Cust: "No, please Get me a manager"

Rep: "Ok I wil be doing that shortly while I place you on hold can you please wait?"

Cust: "Yes I will wait, please just get me a manaager"

Rep: "Ok I will be doing that now then, mind If I place you on the hold?"

Cust: "..put me on hold..whatever you need to do to get me a manager"

Rep: " Ok then I am getting him pleae wait as I put you on hold for him, ok"

(20 seconds of silence)

Cust "Are you placing me on hold?"

Rep: "oh yes sorry just waiting for your permission to place you on the hold so I can get him"

Cust: "YES PLACE ME ON HOLD DO NOT ASK ME AGAIN JUST DO IT I WANT TO TALK TO A MANAGER"

Rep: "Ok then thank you gettting manager now, placing you on hold, thank you...."

It's like omgwth#$...And you go through that more than once lol
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post #9 of 12
9/18/07 at 1:02pm
The difference between Gold Technical support and regular business support is next to nothing. With GTS you get a dedicated rep for your issue and you have less time on hold. Apart from that the two are about the same...though you do occasionally run into the office idiot with standard business support.
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post #10 of 12
9/18/07 at 1:11pm
I don't know about you Evil, but when I call in to my business support I always have an natively English speaking rep, which in itself is worth the additional cost. Not to mention they don't jack around with you for 20 minutes when you need an escalation.
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post #11 of 12
9/18/07 at 4:45pm
the gold support call centers are ALL in the US
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post #12 of 12
9/20/07 at 5:01pm
This particular issue relates to a desktop but I thought it was revealing. I just purchased a Vostro 200 desktop. The DVD drive was not recognized when I started it up. I logged into the Gold tech support chat and the person I was connected with had no difficulty understanding my issue, and rather than making me repeat the steps I'd already taken (such as checking in Device Manager, etc.), immediately diagnosed the likely problem and gave precise instructions on how to fix it. He also solved another problem I'd been having with an external USB drive causing the system to hang at bootup (USB drive was set to have boot priority in the BIOS).

Having experienced the regular tech support people when I bought a Dell laptop last year, who offer canned solutions, are difficult to understand, and rarely provided a satisfactory experience, I cannot understate just how glad I am to have paid the extra money for Gold support.
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