Fun with the Dell call centre

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Angus Kidman I'm a contributor to APCmag.com APC staff 8 posts Posted: 25/03/2008 8:03 AM

The other day, I rang Dell to enquire about which notebooks they still had available with Windows XP on them. (It's only a few months until XP disappears completely and Vista takes over, so now is the hour if the aim is a machine that works!) Well, that was the plan anyway. In practice, the person I got on the phone was so hopeless that we never got past the stage of spelling my name (why my name was needed wasn't clear in any case) before I hung up in sheer frustration. Is this a common problem when calling Dell, or did I just get unlucky and score the trainee?

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Dan Warne Feed me. APC staff 195 posts Posted: 25/03/2008 2:03 PM	Interesting Gus. I've been having similar experiences with Optus. For a company that once had really good phone service, I'm now seriously considering changing to another telco, because the Indian-based staff are often uninformed or bounce you round different departments.
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petert Consultant training facilitator Advanced member 134 posts Posted: 27/03/2008 6:03 PM	Seems that little has changed with Dell. I phoned them about 5 years ago and the person I spoke-to had poor English, but spoke enough to ensure me that a supervisor would call me. I am still waiting for that call from 5 years ago :-)
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teur_cat Teen tech nerd User 18 posts Posted: 27/03/2008 9:03 PM

Dell support is bad- all around. Tried to get support for my bluetooth over the phone, and got asked if it was turned on. Eventually after 35 minutes of spinning my whells I hung up. The online troubleshooting wizard was no better. Driver support is shoddy too, especially with SigmaTel- I couldn't get SP1 at first, then told to install drivers for a different series of Dell laptops by Dell themselves! The forums weren't adequately monitored by tech support either, so nobody got an answer from Dell on anything for ages. Really regret buying the 3-yr premium support. Given my time again, I would spend the money getting my computer repaired at a local store.

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AdamN Myspace Clown New user 2 posts Posted: 28/03/2008 1:03 AM	I have a dislike for phone technicians, more often than not they stuff computers not fix them.
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Tin What line breaks? Senior Forumologist 54 posts Posted: 01/04/2008 10:04 PM

Dell as a vendor only works out in a few cases: * Government purchases. They treat anything from a spare mouse to a datacenter kit-out as important for Government departments. * Educational institutions. Same deal... They tend to be repeat buyers. * Big spenders. Mention the idea of buying 10+ computers and they start to listen. Make it 100+ and you will even hear them drooling in the email quote they send. Regular home users usually just get shafted... They don't always realise it, but it's what normally happens.

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Steve Sapsford New user 2 posts Posted: 21/04/2008 12:04 AM

dell are good marketers, not good computer makers, if u want cheap though they are ok but they use a lot of trickery i rang up the other day, 10 mins after getting a marketing email for a server for $449 i can buy the acer equivilent for about $600 an hour on the phone later, and denying 20 attempts to upsell me, they wanted to charge me over $600 for the same spec machine they said it was delivery extra, the add had free delivery then they said they had to upgrade the ram to 1gb, the add had the 1 gb they said they would ring back, they didnt then a week later i get the same email with the same offer not very ethical way they conduct their business....

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harlz86 New user 2 posts Posted: 21/04/2008 11:04 AM

mate i have heard of this problem quite alot. not only the del part but the "hunting for an xp laptop" part. the biggest thing most manufacturers are saying is that their laptops are no longer xp compatible. however Toshiba now have a range out available in most Harvey Norman stores that come with windows vista (usually business) pre-installed, but with an XP Pro disc in the box. which is just as easy to install as ever, infact dual booting is possible on these units if u have some software to change the partition sizes. i bought two a week ago and did them myself the day i got them. what model you want will vary to what i have but take a look (and if you are at a harveys store dont look at the price, always ask what is the best they can do, you will be supprised at the discount you get).

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MiCCAS Nerd is not a four letter word, Frequent poster 34 posts Posted: 16/08/2008 1:08 PM	AdamN wrote: I have a dislike for phone technicians, more often than not they stuff computers not fix them. You will find in a lot of cases it's because the customer is giving them incorrect information.
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donj78 New user 1 posts Posted: 30/06/2009 1:06 PM

If you are frustrated like me about getting nowhere with the overseas customer service department of Dell try contacting someone higher up the chain. In Australia call 13 33 55, choose option 4 and put in 5553. A lovely man named Charles should be able to help.If you are frustrated like me about getting nowhere with the overseas customer service department of Dell try contacting someone higher up the chain. In Australia call 13 33 55, choose option 4 and put in 5553. A lovely man named Charles should be able to help.

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