Aces High Bulletin Board
General Forums => The O' Club => Topic started by: lyric1 on July 30, 2009, 10:48:39 AM
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A week or so ago one of my graphics cards was malfunctioning & decided to upgrade to a better set of cards. Well had a few issues trying to get screen to format right most likely driver issue. So was dealing with Dell & Nvidia trying to fix the issue had to be on the telephone for almost 30 hours 1 session with Dell was 12.25 hours straight.
I got to meet many fine employees of Dell over this time frame Chip was very memorable as was Renaldo. Unusual names to say the least for India anyways that got it fixed. Now being Australian & living in the USA presents a number of cultural & accent issues when you have employees trained to deal with Americans hence the fake name Chip.
I had this sent to me some time back & I think some sessions did sound like this enjoy.
http://www.youtube.com/watch?v=YM0k_CVQFoM
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That had to be a painful experience! Funny video, though.
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That had to be a painful experience!
Oh it was. :( Sad part about it the entire time the service techs are constantly trying to sell you stuff. One option I almost bought & that was you can pay for an all American service department if you are not satisfied with current level of service. I would pay for 1 year of this option for just under $200.00 :O
I did not take it they should just give us that for free.
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Wow, that's ridiculous! I agree with you Lyric, that should be an option for every caller free of any charges.
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My father, who is 72 years old and a bit hard of hearing, had to deal with HP (whom I work for ) customer service and got connected with someone in India. Between his age (read: lack of "cultural adjustment") and lack of hearing the call was comical. Even now he doubles up in laughter at dealing with a woman who couldn't understand him, and whom he could not understand, named "Suzy" in Mumbai.
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Oh it was. :( Sad part about it the entire time the service techs are constantly trying to sell you stuff. One option I almost bought & that was you can pay for an all American service department if you are not satisfied with current level of service. I would pay for 1 year of this option for just under $200.00 :O
I did not take it they should just give us that for free.
My fiancée went through the nightmare that is Dell tech support. One of the PCI-E slots died, rendering one of the video cards useless. We called Dell, explained the issue and told them the problem was the motherboard, not the video card. They insisted on sending out new video cards (this led to a screw up on their end that resulted in me getting to keep the new video cards without paying for them heheheh) but since the motherboard was the issue, only one video card worked.
So, they sent out a new motherboard and had a tech come out and replace the bad motherboard. Now, keep in mind that the old motherboard still worked, the only issue was one bad PCI-E slot, the other still worked without any issues. The tech replaces the old motherboard and turns on the computer. Nothing, not even a beep. He removes the new motherboard and puts the old one back in and he turns it on, not a beep out of it. Heck, the power isn't even turning on now. He fiddles with it for about 3 hours before finally declaring, "the new motherboard is bad". I then asked why the old motherboard was doing the same thing as the new one, since the only issue with the old one was the bad PCI-E slot, other than that it worked fine. He then tells me that he's got 7 years experience as a certified A+ tech and has worked on Dell machines for 5 and then pretty much dismisses me. He then explains in rather patronizing tone how he's got to order a 'new brain' to replace the 'old brain' that doesn't work and it should take a week to arrive and he'll be back to replace it. Fast forward 2 weeks (he forgot to put the order in) and he comes back with the new motherboad and after working on it for a couple of hours, declares this one too is no good and he'll have to order another one because "this brain is bad too". Fast forward a few weeks (he forgot to order it again and when he finally did order it, Dell shipped the wrong motherboard) and he comes back. Again, repeat of the last two attempts..."this brain is fried too."
He starts to explain how he'll have to order another motherboard when finally I had enough. I called Dell support again and this time got lucky and actually got someone in the States. After explaining what happened and the nightmare experience of dealing with their support and failure to get the machine running. I get transferred to a supervisor, explain the entire thing again and then I'm told that a "manager" will call me back. The manager calls me back about 10 minutes later and again, I explain what happened. He then puts me on hold for a few minutes and comes back and apologizes for the terrible service I received through both their phone support and their on-field tech. He adds that he's approved a total new replacement of my fiancées computer and they're shipping it out FedEx within 5 days and we should have it by the beginning of the following week. Sure enough, following week rolls around and the FedEx guy comes and delivers the new computer. My fiancée's original computer was the Dell XPS 720x, slightly over $2k. Now this is were Dell really did come through. They upgraded her computer without any additional cost to the XPS 730x H2C, almost double of what her replaced Dell was worth and a crap load of free stuff. While it was nice that they did this to compensate us for the headache we had to endure our experience has definitely determined for us that we will never buy another Dell product again. It was a joke that it took 4 months for them to finally resolve the issue.
ack-ack
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WOW. :O
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After trying for two weeks to get a motherboard replaced from HP tech support over the phone and e-mails I finally gave up. Asked for the same part through their on-line RMA and got a motherboard next day air, no questions asked.
Needless to say, all the other RMA's I had to do for the next few weeks were all on-line and they all went smoothly.
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Many years ago, I met a guy thru work who was from India.. He used the name Brad.. His real name was spelled Ballwinder...... LOL!!!
Pronounced: Bal vinder..... Ballwinder, LOL, when I first read it, it brought to mind some bizzarre eastern torture device, LOL!!! Still cracks me up!!!
I called him Brad, because I couldn't say his real name with a straight face, LOL!!
He was good at his job tho!!!
RC
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Dell sucks. I will never, ever, even if my life depended on it, buy a Dell. Substandard service. Substandard hardware. Everything in their systems is proprietary so you have to pay almost twice what you would normally for replacement parts or upgrades.
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The last six systems I purchased were refurbished Dell Optiplex GX-260s, and they have been excellent stable machines for my purposes. I never paid more than $250 for them. If I needed six more machines I would not hesitate to go buy the same model again. BUT I WOULD NEVER BUY THEM FROM DELL.
I'd get them here: www.hcditrading.com or here: www.discountelectronics.com or another such merchant.
Upgrade the memory, hard drive, and video card and you have a rock solid XP workstation that can game.
Of course, I would never call Dell support for them.
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Never had to deal with Dell's home support, but always found their small business support pretty good. Had a couple of issues with laptops and the odd server over the years and they've always been pretty responsive. The tech support has always been US based as well.
The one time I had to deal with HP support was a joke though.
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one of main issues i have.... like 80% of the tech support lines you call they cant even speak english... i called Asus for afew questions bout my new laptop.... i could barely understand the lady
-BigBOBCH
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That's great that they went the extra mile buttttt, you should have spent just 5 minutes with us. :lol
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I do not like the general quality of some of the Dell machines including my lappy, but i gotta say that i have nothing but good to say about their customer service. That prolly has something to do with me beeing a business customer. On the two occations that i have had issues with my machines i got it solved quick.
One was a software glich that the tech guy talked me through and the other was a psu issue. 45 minutes after i hung up the phone a guy from Dell rang my doorbell and promptly changed it and added a stick of ram for my troubles. I was baffled as i had heard crap about their CS.
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What part of the world do you live in? That may play a part in all this.
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all American service department if you are not satisfied with current level of service. I would pay for 1 year of this option for just under $200.00 :O
I did not take it they should just give us that for free.
yes I got the same question few months ago when my laptop screen got busted! Ahh Dell, corner the market and make watermelon up as they go!
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What part of the world do you live in? That may play a part in all this.
Me? Norway
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i have had a number of dells, but i never had to use customer support because nothing ever went wrong.
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This is a Dell and it never went wrong thank goodness. Actually Dell had a big assembly plant here which distibuted to most of Europe. I say had but in fact it's still here. It's just that they're now in the process of firing the entire staff and moving the operation to Poland.
Actually the customer support centre is based here too in Ireland. Ironicaly it employs quite a few Indians. So it might as well be in India. A friend had terrible trouble making himself understood until he demanded and got someone Irish. Finally his problem was solved. I think part of the problem is that the Indians don't seem to be able to 'think outside the box', to use that trite phrase. They follow the script as provided. There is a general move away from Indian call centres all over. Quite simply because of the problems we all have had one way or another.
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Well after replacing both graphics cards new power supply & a new mother board I am hoping this has fixed my PC issues & now to try and find out what issues may lay with in the game itself & not left wondering if it is my PC or the new update.
One thing of interest that the technician who was at my house today told me. Was that if you want to bypass India as far as tech support is concerned just tell them you want to go to Level two please this supposedly will eventually get you to American technical support.
India wont want to do it at first but if you insist they have to forward you on to North American support. :aok
Have not had to do that as yet so if any one else has issues with Dell & the Indian support this may work for you.
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DELL BLOWS!!!!!! I will never buy from them again the story is to long to post.. :O