Improvements in Dell’s Tech Support?
11:12 am June 22nd, 2007 by Sal Cangeloso
I am in the middle of a warranty claim with a Dell notebook. The system is almost a year old and over the past few weeks has developed a problem- the LCD cover is separating from the case and it’s causing the LCD to flicker as well as a weird click when the system is being opened.
I am, right this minute, using Dell’s online “chat support” and it’s going quite well. My rep is very courteous, and though I had to wait about 12 minutes to talk to someone, (s)he is being quite helpful and responding promptly.
Dell has gotten a lot of negative attention about their support, but maybe they are turning things around? I don’t make enough claims with them or buy enough Dell systems to claim any expertise on working with their support system, but this claim is going pretty well. It might be because I have always bought systems through their small business section and never dealt with the home section though.
The system is right about a year old, but the probably has been going on for some time and getting worse so I think it is definitely something they should cover. Right now it looks like I am going to have to send it into some sort of depot, so we’ll see how it goes…
No offence meant, but those claims about dell’s crappy support aren’t farse. In fact, I’ve experienced it myself. It’s a good thing they are trying to improve, but if people are looking at Dell to purchase a new computer, just forget it and get a Mac.
I totally agree.
I did not want to make it seem like Dell has no problems with support- they definitely do. I have heard enough horror stories to be wary of their support system, but I just meant to say that the company is going through some tough times and this is an area where they know improvements have to be made. Maybe things are getting a bit better than they were…
Update: I got the box from Dell today so I can ship the system back. That came quite fast. I guess what really matters is the turn around time at their depot though.
The box came just in time- the pieces covering the hinge are falling apart, the monitor is beginning to flicker when it’s opens, there is a crunching sound when the LCD cover is opened, and the charger is barely working.
So is the tech support better? Maybe, well at least so far. It will be interesting to see how they handle the repair.