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From: Sam on 29 Jul 2010 16:06
A neighbor of mine is interested in purchasing a Dell Studio XPS computer.
She has asked me for help. I remember in the past, Dell had serious
problems with some of their computer models and poor tech support as well.
However, for the past few months I have not closely monitored applicable
computer forums. I hope the situation has changed for Dell?!?!

If anyone has purchased a new Dell computer in the last few months, I would
very much appreciate any comments as to the quality of Dell's current tech
support. Also would appreciate the name and phone number of the Dell sales
rep if he/she was competent in helping with the computer sale. Thanks for
any help, Sam.


From: Bob Villa on 30 Jul 2010 08:16
On Jul 29, 3:06 pm, "Sam" <sc...(a)att.net> wrote:
> A neighbor of mine is interested in purchasing a Dell Studio XPS computer..
> She has asked me for help.  I remember in the past, Dell had serious
> problems with some of their computer models and poor tech support as well..
> However, for the past few months I have not closely monitored applicable
> computer forums.  I hope the situation has changed for Dell?!?!
>
> If anyone has purchased a new Dell computer in the last few months, I would
> very much appreciate any comments as to the quality of Dell's current tech
> support.  Also would appreciate the name and phone number of the Dell sales
> rep if he/she was competent in helping with the computer sale.  Thanks for
> any help, Sam.

If you need to talk to sales...I would get the details (without
placing the order) and post them here.
As for Tech Support (for home and not business) in my recent case...it
was pleasant and thorough, and I received the part the next day.
In the 5 Dells I have owned this was my only problem I've had and the
notebook could still be used with a mouse.
From: Daddy on 30 Jul 2010 10:58
On 7/30/2010 8:16 AM, Bob Villa wrote:
> On Jul 29, 3:06 pm, "Sam"<sc...(a)att.net> wrote:
>> A neighbor of mine is interested in purchasing a Dell Studio XPS computer.
>> She has asked me for help. I remember in the past, Dell had serious
>> problems with some of their computer models and poor tech support as well.
>> However, for the past few months I have not closely monitored applicable
>> computer forums. I hope the situation has changed for Dell?!?!
>>
>> If anyone has purchased a new Dell computer in the last few months, I would
>> very much appreciate any comments as to the quality of Dell's current tech
>> support. Also would appreciate the name and phone number of the Dell sales
>> rep if he/she was competent in helping with the computer sale. Thanks for
>> any help, Sam.
>
> If you need to talk to sales...I would get the details (without
> placing the order) and post them here.
> As for Tech Support (for home and not business) in my recent case...it
> was pleasant and thorough, and I received the part the next day.
> In the 5 Dells I have owned this was my only problem I've had and the
> notebook could still be used with a mouse.

Most of my experiences with Dell's technical support have been positive.
I've had a few instances where the support tech didn't know what he was
talking about, but most of the time they were plenty competent.

In those few instances where the support rep was way off I was asking a
highly specific and technical question. I guess you have to give them a
little slack in a situation like that.

If you treat these people with respect you will get better service. Keep
in mind that your support rep didn't design the computer, didn't build
it and didn't write the software. They're just trying to do their jobs
and feed their families. They get a lot of abuse (occasionally
justified) so if you treat them well, they'll try their best for you.

To give an example: I called to find out what length of SATA cable I
should buy in order to install my new hard drive without having too much
cable left over. The rep just sent me a right length SATA cable - no charge.


--
Daddy
From: Christopher Muto on 30 Jul 2010 12:03
Sam wrote:
> A neighbor of mine is interested in purchasing a Dell Studio XPS computer.
> She has asked me for help. I remember in the past, Dell had serious
> problems with some of their computer models and poor tech support as well.
> However, for the past few months I have not closely monitored applicable
> computer forums. I hope the situation has changed for Dell?!?!
>
> If anyone has purchased a new Dell computer in the last few months, I would
> very much appreciate any comments as to the quality of Dell's current tech
> support. Also would appreciate the name and phone number of the Dell sales
> rep if he/she was competent in helping with the computer sale. Thanks for
> any help, Sam.
>

the quality of their tech support is like all the other majors. dell
used to distinguish themselves on exceptional technical support but that
isn't realistic today given the commodity prices of computers today.
the general perception that dell technical support is better is based on
past performance and because of this perception the expectation of a
caller is probably higher than what is delivered and so complaints are
expressed. somewhat recent surveys actually puts dell ever so slightly
lower than hp/compaq, but the bottom line is that they are all about the
same. apple rates a bit higher and i believe that is skewed because
apple continues to use american based support and so there is no
language/accent barrier that seems to disturb so many people. but i
assure apple is not much better. they all use the same technique of a
scripted problem resolution procedure that makes an intelligent person
who took the time to read the manual and visited the web site for
troubleshooting have to repeat everything they already had done. that
said, quality/failure rates are reasonably good from all manufacturers
and so the chances are that you will not likely ever have to call for
support.

as for a salesperson, don't bother. anyone good that i ever encountered
didn't stay in sales very long. and most salespeople being motivated by
commissions direct you towards things that you probably don't need and
even tack things on your order that you didn't ask for. talk to them if
you want and then have them prepare you a quote that they can email to
you for you to complete the order online. with this you can then review
the order for accuracy as well as shop price by configuring a similar
unit yourself online.
From: Lucky on 30 Jul 2010 15:37
Precisely why we now by out computers solely based on value.

The best I can say for Dell is that their Tech Support is better than what
is provided by Microsoft.

Up until two years ago, all our computers were Dell.

No More

Lucky


"Christopher Muto" <muto(a)worldnet.att.net> wrote in message
news:Icednb2QMd1Pas_RnZ2dnUVZ_s-dnZ2d(a)speakeasy.net...
> Sam wrote:
>> A neighbor of mine is interested in purchasing a Dell Studio XPS
>> computer. She has asked me for help. I remember in the past, Dell had
>> serious problems with some of their computer models and poor tech support
>> as well. However, for the past few months I have not closely monitored
>> applicable computer forums. I hope the situation has changed for
>> Dell?!?!
>>
>> If anyone has purchased a new Dell computer in the last few months, I
>> would very much appreciate any comments as to the quality of Dell's
>> current tech support. Also would appreciate the name and phone number of
>> the Dell sales rep if he/she was competent in helping with the computer
>> sale. Thanks for any help, Sam.
>
> the quality of their tech support is like all the other majors. dell used
> to distinguish themselves on exceptional technical support but that isn't
> realistic today given the commodity prices of computers today. the general
> perception that dell technical support is better is based on past
> performance and because of this perception the expectation of a caller is
> probably higher than what is delivered and so complaints are expressed.
> somewhat recent surveys actually puts dell ever so slightly lower than
> hp/compaq, but the bottom line is that they are all about the same. apple
> rates a bit higher and i believe that is skewed because apple continues to
> use american based support and so there is no language/accent barrier that
> seems to disturb so many people. but i assure apple is not much better.
> they all use the same technique of a scripted problem resolution procedure
> that makes an intelligent person who took the time to read the manual and
> visited the web site for troubleshooting have to repeat everything they
> already had done. that said, quality/failure rates are reasonably good
> from all manufacturers and so the chances are that you will not likely
> ever have to call for support.
>
> as for a salesperson, don't bother. anyone good that i ever encountered
> didn't stay in sales very long. and most salespeople being motivated by
> commissions direct you towards things that you probably don't need and
> even tack things on your order that you didn't ask for. talk to them if
> you want and then have them prepare you a quote that they can email to you
> for you to complete the order online. with this you can then review the
> order for accuracy as well as shop price by configuring a similar unit
> yourself online.

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