Dell's customer service had taken some pretty bad criticisms. But i don't think it is all that bad as long as we know how to get the best customer reps.
So I was looking for some help with my lappy, but instead of calling their customer support number, knowing that I'd probably get transferred to someone on the other side of the world, I simply went to their online chat representative.
Now, the first guy I got, "Roy_Paul", he was not very responsive and certainly not informative. However, he did quickly arrange for a depot service. But I still had no idea what exactly was wrong.
So after I got the shipping box, I was still curious as to exactly what's wrong with the lappy. So I went online again, and this time got someone named "Mark". This guy was incredibly helpful and resourceful. He knew exactly what's what, and helped me pinpoint the problems I have been having:
Problem 1. LCD brightness will absolutely not change regardless of control method (Fn+up/down, BIOS). Hardware failure due to faulty LCD inverter.
Problem 2. Right-side fan will not start automatically when temperature gets too hot. Hardware failure due to faulty video thermistor. Error code: 3900:0626.
He was certainly a very polite, patient person, took time to answer all my questions and concerns without being the least bit rude to me, even though he knows that I already have the shipping box in my hands.
Anyway, it appears that Dell has outsourced most of its customer support in email and call centers (two customer service reps who emailed me both had Indian names). But the chat remains to be, apparently, Americans (mispelled words and all).
Now, if only they'd do something about the lame, formulaic lines which appear to be mandatorily given by all representatives, designed to empathize with customers' frustrations.
So I was looking for some help with my lappy, but instead of calling their customer support number, knowing that I'd probably get transferred to someone on the other side of the world, I simply went to their online chat representative.
Now, the first guy I got, "Roy_Paul", he was not very responsive and certainly not informative. However, he did quickly arrange for a depot service. But I still had no idea what exactly was wrong.
So after I got the shipping box, I was still curious as to exactly what's wrong with the lappy. So I went online again, and this time got someone named "Mark". This guy was incredibly helpful and resourceful. He knew exactly what's what, and helped me pinpoint the problems I have been having:
Problem 1. LCD brightness will absolutely not change regardless of control method (Fn+up/down, BIOS). Hardware failure due to faulty LCD inverter.
Problem 2. Right-side fan will not start automatically when temperature gets too hot. Hardware failure due to faulty video thermistor. Error code: 3900:0626.
He was certainly a very polite, patient person, took time to answer all my questions and concerns without being the least bit rude to me, even though he knows that I already have the shipping box in my hands.
Anyway, it appears that Dell has outsourced most of its customer support in email and call centers (two customer service reps who emailed me both had Indian names). But the chat remains to be, apparently, Americans (mispelled words and all).
Now, if only they'd do something about the lame, formulaic lines which appear to be mandatorily given by all representatives, designed to empathize with customers' frustrations.
