Dell..How is customer Service

[Moefiz]

I am thinking about getting a Dell computer by purchasing online but I have read some horror stories on there customer service.As anyone bought directly from Dell and and any dealings with there customer service department.

Thanks in advance....

[mikejet]

Are you going to pay for the premium service that connects you to a call center in the US or go with the regular one?

[Moefiz]

Originally Posted by mikejet

Are you going to pay for the premium service that connects you to a call center in the US or go with the regular one?

I heard about this before on here.I think the premium service you get someone in the US to help you and the regular you get transfer overseas....If I have to pay for a better service i will but how is the regular service...

[mikejet]

It's not bad but you are on hold for a little. The premium service guarantees your call to be answered within a specific amount of time.

[Bigdog]

Why pay for something that is not needed because either a call center person in america or in india is going to be the same, because the person on the other end 9 times out of ten reads from a faq sheet and knows less about computers then your average user.

You are better off saving your money and if you have problems come to a site like this one and ask people who actually know what they are talking about.

[regdent]

i have used dell, hp and samsung for computer repairs/exchanges.

i found the best was dell, use the web chat and they would send a local tech out to repair the computer. (may depend on the service

samsung - were really good but then one time they messed up an exchange and it took forever on hold and a few weeks for them to fix their mistake.

HP - will try anything to not send you a refurb on the phone for over an hour with them for a deskjet printer.

[SHines-IT]

Real men build there computers!

[hoju3508]

Yep, just put one together for a family member this weekend.

Originally Posted by SHines-IT

Real men build there computers!

[phlydude]

but the common personal confuser user doesn't know squat about the inside of their computer and is willing to pay Geek Squad to install software for a $20 fee

not saying OP is one of these people but odds are they aren't comfortable building their own

I personally say that there is no better support than yourself and a bunch of overclockers on a forum...those guys are FREE and know much more than "BOB" from Mumbai

[regdent]

Originally Posted by phlydude

I personally say that there is no better support than yourself and a bunch of overclockers on a forum...those guys are FREE and know much more than "BOB" from Mumbai

i agree but you still want the hardware parts which go bad replaced quick and easy and dell never let me down

[SHines-IT]

Originally Posted by phlydude

but the common personal confuser user doesn't know squat about the inside of their computer and is willing to pay Geek Squad to install software for a $20 fee

I love these people, there job security.

[DC_Street]

Dell has been awesome the year that I have been using them. One of my company's clients buys all of their computers from Dell (around 125 users) and we always get the Gold support on each one. Only maybe once or twice in the year have I actually had a problem with support giving me the run around but the other 100+ times I have had to call them it has been a quick and painless call and they always get the parts to you next day with Gold...unless you call at 5:30, but that is to be expected. And no Dells don't break that often, just our users are prone to "accidently" dropping their laptops, so most of my calls to Dell are having them replace the shell of the laptop or the lcd screen under warranty. Seems with the Gold warranty that Dell doesn't care if you drop your computer off the empire state building and then throw the remains into the ocean and have them warranty it as long as you have all the pieces. Like one instance we had a random ceiling leak and flooded a laptop and Dell had us a new one within a few days and upgraded it from a 15.4" to a 17" at no charge

edit: STAY AWAY from Geek Squad
before I started doing IT Consulting I worked at a computer shop doing repairs and some of the machines that were in the worst condition came straight from Geek Squad. Even had a partner here at a client that went to Geek Squad and they said the only way they could fix the computer was to wipe it clean and re-install everything and even uninstalled the anti-virus from the computer for some strange reason. Well the partner came to me and after running Trend House Call and AVG it cleaned it up and was back to normal and hasn't had any problems since. Geek Squad didn't even bother going that far, just wanted a quick $250 for reformatting a machine.

[SHines-IT]

Originally Posted by DC_Street

Dell has been awesome the year that I have been using them. One of my company's clients buys all of their computers from Dell (around 125 users) and we always get the Gold support on each one. Only maybe once or twice in the year have I actually had a problem with support giving me the run around but the other 100+ times I have had to call them it has been a quick and painless call and they always get the parts to you next day with Gold...unless you call at 5:30, but that is to be expected. And no Dells don't break that often, just our users are prone to "accidently" dropping their laptops, so most of my calls to Dell are having them replace the shell of the laptop or the lcd screen under warranty. Seems with the Gold warranty that Dell doesn't care if you drop your computer off the empire state building and then throw the remains into the ocean and have them warranty it as long as you have all the pieces. Like one instance we had a random ceiling leak and flooded a laptop and Dell had us a new one within a few days and upgraded it from a 15.4" to a 17" at no charge

This is a company though, for personal use and looking for a desktop. Either build or have a computer custom built for you, as it's going to be better quality, usually. When a business buys tons of computers, they are going to get better support vs, the individual.

[DC_Street]

can a personal user not buy a business machine? I know with my Premier Account and Dell Rep I can get a Optiplex for a personal user with Gold support

[SHines-IT]

Originally Posted by DC_Street

can a personal user not buy a business machine? I know with my Premier Account and Dell Rep I can get a Optiplex for a personal user with Gold support

You can, but I am sure Dell will still look at you as an individual and not a corporation.

[Moefiz]

Thanks for all the input...

[NJ_RAMS_FAN]

Originally Posted by Bigdog

Why pay for something that is not needed because either a call center person in america or in india is going to be the same, because the person on the other end 9 times out of ten reads from a faq sheet and knows less about computers then your average user.

You are better off saving your money and if you have problems come to a site like this one and ask people who actually know what they are talking about.

+1... Dell service is horrible.. IMO.. I have a dell and they never fixed my computer. Crap OVERHEATS like hell..1st, they said they were coming tuesday with the parts. I had to postponed to wednesday cause of work. Come wednesday, they said they weren't coming because the part was backorder. WTF!! then where's the part the tech had on tuesday when he was on his way to my house. Dell said they would call when the part is ready. Never called!! I called them.. They said it was ready, but they still didn't show up!!!.. I gave up.. actually, let me called them again right now.. i payed for it service, might as well use it...

HP is next for me.. Those entertainment powerhouse laptop are sweet. Plus blu-ray!!lol..

[katharsis]

I just bought a new Dell desktop in October and a laptop in December.
Had to call them once for each system since. Starting to hate Vista!

Actually instead of calling I went through their online chat help.
Took about 5 minutes to talk to someone. Explained what's going on and they made me download a remote software that gives them the ability to fix the computer right away (if its software related only of course). Desktop was done in less than 15 minutes. They gave me a call back the next day to ensure that everything was still working fine and gave me a case number if I had any future problems.
The laptop was a bit more tricky (driver issues) and they made me run some tests. Has been fixed as well and they called twice to check up.

I did not pay for the extra support, so yes- you end up talking to some person in India. Did not have any problems with them so far and can recommend getting one of their systems (with XP that is)!

[atomik kinder]

The only problem I have had with my Dell Notebook I e-mailed customer support. Within an hour they had e-mailed me back with my problem diagnosed. The hard drive was dead and they sent me a new one out. I had it within 2 days and replaced it myself. very simple to do. I have never had any other problems, so I can't really say how they are, but that one time it was fairly simple and quick.

[PanasonicPlasmaMan]

I hate Dell