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Your thoughts on Dell's & HP's service & support. | by snate | 2006-11-19 12:55:59 |
| Personally, I dislike Dell's support |
by niwikki |
2005-12-19 13:18:03 |
but that's because they've outsourced it to India.
Whenever I've called with a problem, they've gone through scripts to try to figure out what it is -- even if I know exactly what it is. Sometimes I have difficulty understanding what they're saying through their accent. Sometimes, they have difficulty understanding me for the same reason (and I've got the generic California accent that's prevalent on American TV and in American movies).
I paid extra for the "next-day on-site service". Basically, this resulted just in them agreeing to send a part to a local tech person AFTER the phone service guy determines that the part is necessary, and then that local tech person - once they receive the part - calls to schedule a time to come over and install that part, which might be as early as the next day after receiving the part. It always takes more than a day for them to receive the part.
These on-site service tech guys are not *allowed* to diagnose the problems with your machine. So if your problem is one like one I had a while back (machine was making funny noises intermittently), and you can't replicate it for the guy on the phone, but it's happening while the tech service guy is there replacing something, he's not allowed to try to figure out what's causing it. This blew my mind when he told me that.
If you decide not to pay extra for the on-site service, then all they'll do is send you the parts they think you need, and you have to figure out what to do with them. And if you don't pay to extend this service beyond the first year, you're completely out of luck if you need anything after your first term expires -- they'll charge you for anything they have to send you after that... and you'll still be stuck doing it for yourself.
And their laptop batteries are horrible. 2.5 years into the 3-hour battery on my laptop, and it wouldn't last longer than 10 minutes without AC power. The battery apparently wasn't covered under the 4-year extended service I'd paid for (or maybe it's just that they didn't consider this a "defect"), so I had to buy a new battery myself.
Personally, I'm never going Dell again... but that's just me. |
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[ Reply ] |
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I feel for you niwikki | by XndeX | 2005-12-19 13:29:52 |
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Not at all.. | by Glum_Reaper | 2005-12-19 13:40:12 |
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Batteries are rarely covered by extended warranty. (n/t) | by theanomaly | 2005-12-19 13:56:03 |
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2.5 years to get that low is actually quite good | by Freakazoid | 2005-12-19 16:37:13 |
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