New Posts  All Forums:Forum Nav:

Dell Tech Support

post #1 of 8
5/4/05 at 9:18am
Thread Starter 
Hi

What are other people's experience of their tech support? My brand new machine had faulty ram and when I contacted the dedicated XPS tech support for a replacement they've sent out the wrong type. Wrong size and wrong speed!

Further to that I'm surprised the faulty ram got through their "extensive" testing. It took one memtest or a boot with just the one stick in to show it up as defective.

I thought the XPS dedicated line are supposed to know our machines inside and out?

And still they won't let me have a coupon!

scott
Reply
Reply
post #2 of 8
5/4/05 at 10:31am
If I'm right the XPS dedicated support goes to the LCD tv section. Not sure. I've called Dell several times, and although it took a while, I've had good luck with them.

Other people have complained about faulty RAM as well, including my professor, but you have to consider the thousands of computers that Dell sends out everyday. I'm surprised QC is as good as it is. I mean if one worker has a bad day and skips a computer, then that computer goes out bad. But at least they're working with you, and not telling you to take a hike.

Good luck on getting it fixed.
Reply
Reply
post #3 of 8
5/5/05 at 5:00pm
Quote:
Originally Posted by luggage
Hi

What are other people's experience of their tech support? My brand new machine had faulty ram and when I contacted the dedicated XPS tech support for a replacement they've sent out the wrong type. Wrong size and wrong speed!

Further to that I'm surprised the faulty ram got through their "extensive" testing. It took one memtest or a boot with just the one stick in to show it up as defective.

I thought the XPS dedicated line are supposed to know our machines inside and out?

And still they won't let me have a coupon!

scott
Dell customer service is actually good, I got a 100 dollar credit when I complain about a dell at home tech not calling me back after I left a voicemail.

If you get Dell customer care the express service code or service tag, the smart agents connect you to XPS dedicated care.

Also I got one dead pixel on my 9100 and it got replaced. It was actually an exchange 9100 with upgraded screen, dvd burner and XP Pro and my XPS Gen2 screen was replaced also because of one dead pixel, plus on top of that they send me an exchange just to see which LCD I preferred.

We are lucky that Dell is a big company that can afford to give good tech support and replacements without penny pinching like the boutique dealers, check this thread out, I feel sorry for this guy-

http://notebookforums.com/showthread.php?t=78505
Reply
Reply
post #4 of 8
5/5/05 at 5:39pm
xps sr tech.

michael young

1.800.624.9896 x7956506

he helped me out. got my xps2 replaced coz the one i initially received had lots of light leakage and sparkles.
Reply
Reply
post #5 of 8
5/5/05 at 5:48pm
Same here for me but i have a I9300. They had to send a tech 3 times to put in a replacement screen and dvd burnner. They are wasting their own money because they have to pay the tech to come everythime and the shipping. They first sent me a keyboard instead of a screen and a dvd burnner. Next they sent the screen and dvd burnner but they sent a dvd burnner for a D600 series computer not for a I9300. The tech had to call them back and has to come again to to install the right dvd burnner. Those people at dell are
Quote:
Originally Posted by luggage
Hi

What are other people's experience of their tech support? My brand new machine had faulty ram and when I contacted the dedicated XPS tech support for a replacement they've sent out the wrong type. Wrong size and wrong speed!

Further to that I'm surprised the faulty ram got through their "extensive" testing. It took one memtest or a boot with just the one stick in to show it up as defective.

I thought the XPS dedicated line are supposed to know our machines inside and out?

And still they won't let me have a coupon!

scott
Reply
Reply
post #6 of 8
5/5/05 at 5:52pm
Quote:
Originally Posted by comptr
Same here for me but i have a I9300. They had to send a tech 3 times to put in a replacement screen and dvd burnner. They are wasting their own money because they have to pay the tech to come everythime and the shipping. They first sent me a keyboard instead of a screen and a dvd burnner. Next they sent the screen and dvd burnner but they sent a dvd burnner for a D600 series computer not for a I9300. The tech had to call them back and has to come again to to install the right dvd burnner. Those people at dell are
At least their fast, you don't have to wait months to get your computer back from other depots and tear your computer apart, they do it for you hehe. Plus they aren't stingy with their parts because they can afford to be generous.
Reply
Reply
post #7 of 8
5/5/05 at 6:27pm
Quote:
Originally Posted by comptr
Same here for me but i have a I9300. They had to send a tech 3 times to put in a replacement screen and dvd burnner. They are wasting their own money because they have to pay the tech to come everythime and the shipping. They first sent me a keyboard instead of a screen and a dvd burnner. Next they sent the screen and dvd burnner but they sent a dvd burnner for a D600 series computer not for a I9300. The tech had to call them back and has to come again to to install the right dvd burnner. Those people at dell are
You've got off luck if just the screen and dvd burner need to be replaced.

So far they've come out four times for my 9200 and replaced: the palm rest, the bottom case, wifi card, mobo, screen, and the video card. Still to be replaced is the cracked screen bezel from where it broke when the tech replaced the screen. AND it's stll having the same problems!! It's so bad that I have the direct line for one of the techs, and he's personally assigned to my case. They're now talking compensation, so I have to wait for him to call back. He seems to be out of the office for the week.
Reply
Reply
post #8 of 8
5/5/05 at 9:24pm
I have found the most frustrating part of Dell customer support is actually navigating through their system to get the appropriate tech for your particular problem, but once connected with a CSR they will go out of their way to help you and that they have the flexibility to offer you cash and/or upgrade options in addition to fixing your problem. I have been admittedly frustrated at times but have eventually always been placated. There is a reason why Dell is so successful.
Reply
Reply
New Posts  All Forums:Forum Nav:
  Return Home