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So I called dell today...

post #1 of 40
8/30/04 at 12:14pm
Thread Starter 
And I asked them some questions about bios. I kid you not the first gut I got said "the what?" I work on the phones all day long so I know I don't mumble when I'm on them, but bios again and he had no clue what I'm talking about. Hung up and called back, next guy could answer my question on bios. At any rate. Hung up and called back and asked a rep on why I should stay with dell. And he started rattling off his little speel about service and support and that they are the most widely known computer, blah, blah, blah. Anyway, give him his time with all the same things that I'm getting with my alien and I asked him what about upgradeability and with out skipping a beat "Laptops can't be upgraded." Yeah, so I just simply said. "Really, because I just ordered an alienware and they said I can easily upgrade my GPU." The response to that, "You can upgrade what?" He seriously didn't know what a GPU was!! Explained it to him, thanked him for his time, assured him he had helped me make sure I had made the right decision and ended the call. Now I can see why dell is so much better! Because they honestly don't know anything, but they have been scripted to sound like they do. Alienware just knows what's going on, they gotta suck!

If you haven't noticed, I'm being very sarcastic. I'm very unimpressed with dell and their lack of knowledge. Given I don't have a problem, but if I did I see what would happen. Throwing questions at alienware, and double checking them with calling them back(I'm paranoid like that) only proved to be the same answer. Except for once so far where somone told me my order was going fine, called back 5 minutes later got a different response. One screw up compared to like three in a row for dell. I'm glad I got my alien ordered.
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post #2 of 40
8/30/04 at 1:15pm
Dell is a great computer company. I bet 95% of their users don't want to ask what BIOS or a GPU is... reps are trained to answer questions they receive frequently.

That said, I hear Dell has an XPS customer service which should know those questions.
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post #3 of 40
8/30/04 at 6:14pm
Quote:
Originally Posted by thinkjose1
Dell is a great computer company. I bet 95% of their users don't want to ask what BIOS or a GPU is... reps are trained to answer questions they receive frequently.

That said, I hear Dell has an XPS customer service which should know those questions.
Listen to this guy defend Dell lol, Dell is crap, AW has no comparison, they are the most Ubersonic Computers available.... heheh Dell Dude Got arrested cause they all smokin' that stuff lol
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post #4 of 40
8/30/04 at 6:24pm
Monkeyboy, before you order an alienware let me just give you a few pointers

(From MY personal experience)

First off let me just say I am not bashing AW, I love me.

1)Watch your price like a HAWK! They changed mine several...SEVERAL times, and I ended up paying about 100 more than I needed to.

2)Order what you want. Some of the support people have trouble changing the order, This must have been what affected tip #1.

3)Expect the waiting time to be HELL!

4)Everytime you feel like killing an Alienware support person, just remind yourself that you will be the proud owner of an Alienware soon.

Pretty much it.
Good luck, and have fun.

-TaZ
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post #5 of 40
8/30/04 at 6:26pm
Quote:
Originally Posted by thinkjose1
Dell is a great computer company. I bet 95% of their users don't want to ask what BIOS or a GPU is... reps are trained to answer questions they receive frequently.

That said, I hear Dell has an XPS customer service which should know those questions.
Like "Where is the Any Key?"

BTW, the Special XPS service is only for the first 30 days, then it is Same old...
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post #6 of 40
8/30/04 at 6:40pm
Thread Starter 
SO far I've gotten great service with one minor screw up. Things are going ok, my computer was assembled today and is schedule for testing either late today or early tomorrow, burning was just completed. Had great service with all reps so far, but one. Can't help but have one retard in the group. As for dell, yes they are a good PC. Won't say great though, as my dell feels cheesy, lots of plastic were they can get away with it, the alien I saw was way more solid. Also, they can't give me a cyborg green lappy with a nvidia gpu in it, so screw dell. Too many contracts with ATI.
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post #7 of 40
8/30/04 at 6:51pm
Hay gotta hand it with dell atleast there honest hehe
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post #8 of 40
8/30/04 at 7:08pm
Wtf Jay!?!?! Only 30 days?! Wow, I'm glad it was a full grand less than the AW or I would have told my dad to go AW....
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post #9 of 40
8/30/04 at 7:11pm
What is the Special serice for the xps?
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post #10 of 40
8/30/04 at 7:20pm
Rather than going through the stupid regular support, they advertise special support for XPS owners.
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post #11 of 40
8/30/04 at 7:23pm
Quote:
Originally Posted by Daegras
Wtf Jay!?!?! Only 30 days?! Wow, I'm glad it was a full grand less than the AW or I would have told my dad to go AW....
Yeah, when I bought mine back in March, it was only guaranteed for 30 days and about $800 more, and that was because it was one of the first released iXPS model, not sure now. But even back then, it was 50/50 on dell iXPS or dell India support (it would depend on the time of day). I'm glad I sent mine back. I would comment on Sager's support, but I'm yet to use it for anything. But I saved well over $1k in the end over the dell, but prices change.

Then again, as far as support goes, I can't imagine any support service beats this forum.
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post #12 of 40
8/30/04 at 7:25pm
Quote:
Originally Posted by Devion
What is the Special serice for the xps?
What Daegras said, if you would buy the iXPS, they offered a special iXPS support for the first 30 days. This was back in March when the iXPS came out, not sure what they offer now. After 30 days, it went through their regular support services.
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post #13 of 40
8/30/04 at 7:30pm
I have yet to call em for service on my XPS Gen 3, but I hope I don't have to call em for anything... Only reason we got the Dell is cause it was a full grand less that way.
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post #14 of 40
8/30/04 at 7:33pm
Let's not forget that we are paying for that outstanding service. If Dell hired people who know what they are doing instead of minimum wage dolts, their computer prices would be a lot higher than they are. If you compare an Alienware to a Dell hardware wise, there isn't much of a difference. With AW, you are paying extra for outstanding customer support, for someone to hand build your computer with care, and all the extra bells and whistles that come with an Alienware.

Personally I could care less about support which is why I have no problem buying from Dell.
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post #15 of 40
8/30/04 at 7:42pm
Quote:
Originally Posted by ewolff
Personally I could care less about support which is why I have no problem buying from Dell.
I agree with this and this was one of the main reasons I purchased from dell. Although I, will no longer use them, because I also paid for onsite support for hardware issues, which they failed to provide, and thus the reason I returned mine.

That on top of the fact that they still owe me about $30 (after 5 months) that they could not seem to figure out after 7 phone calls. After 7 phone calls, I wrote it off, because my time was more valuable, and I couldn't put a price on patience.
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post #16 of 40
8/30/04 at 8:00pm
Quote:
Originally Posted by SHARKEN
Listen to this guy defend Dell lol, Dell is crap, AW has no comparison, they are the most Ubersonic Computers available.... heheh Dell Dude Got arrested cause they all smokin' that stuff lol

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post #17 of 40
8/30/04 at 8:03pm
Lmao
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post #18 of 40
8/30/04 at 8:07pm
Quote:
Originally Posted by SHARKEN
Listen to this guy defend Dell lol, Dell is crap, AW has no comparison, they are the most Ubersonic Computers available.... heheh Dell Dude Got arrested cause they all smokin' that stuff lol
I'm not really defending the company. I just hate when a company hits it big and everyone is like OMG THEY SUCK.
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post #19 of 40
8/30/04 at 9:53pm
I actually had one good experience with dell tech support. This one time, I didn't speak to someone from overseas! He was easy to understand, and actually kind of helpful! They replaced the video card which had died.

Now alienware on the other hand, they are almost always helpful, but I have so many problems with mine that good tech support really doesnt matter. They fix the problems for a little while they it goes back to being a pain in the ass.
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post #20 of 40
8/31/04 at 1:05am
Thread Starter 
I just wanted to say what i experience with dell, I didn't really mean this to turn into any type of flame post. Sorry if anyone was offended by the fact that some guys at del are a bunch of idiots. I stillthink dell makes a good pc for alot of people. I think alien has alteast better tech support and I really want to get the lappy soon and see how much better it is then my current one.
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