I hate level one tech support with a passion…These old Dilberts seem to be the only way to make me crack a smile while dealing with morons over at Dell. There has to be some magic words to escalate me to level 3 technical support or @ least to someone who knows what they are talking about!!
Anyone know what those magic words are? I think I can safely say that every four letter word I used… Didn’t work!
Did I mention I was on the phone for 3 hours – Can I send someone a shock through the phone??
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I feel for you man, I’m sure we’ve all been there. Depending on the time your calling, L3 tech support might not even be there!
Not sure what your issue was, but if it was getting a bad part replaced Dell offers certification on their hardware. Then you can order the part yourself. :D
Some of our machines are certified but we were working with an dell array and wonky firmware… Our tech was in India and it took me umteen hours to get to someone who knew what he was talking about.
Are you sure you are calling Dell's small-business department and not the general help line. Also try calling the international phone number. Just tell them you got transferred to that number. Dell's small-business dept is still suppose to be located in USA.
This is actually Dell's preferred business support line – can you
imagine? I am moving most of our production machines to HP and they get
decommissioned and replaced. I do not have anything against being
transfered to west bumblefuck in the boonies somewhere but at least let
the tech know his shiznit!.
—
Experiences like this are precisely why I went from doing $90k/year with Dell to doing <$1k/year with them (I still need replacement parts and such occasionally).
I've switched to buying from CDW (go HP!) and have WAY fewer headaches and waste FAR less time on the phone with support.
On a side note, i learned a long time ago that Dell's wonky firmware is the source of a great many issues. Whenever I can I flash the actual manufacturer's firmware on to (insert rebranded Dell part here), and better than 90% of the time it solves what ever issue I was having with the part.
I picked this trick up while working for a backup software company and trying to certify Dell hardware, strangely enough more times than not I could get anything that Dell sent us that wouldn't work to work correctly by getting the device manufacturer's firmware back on it.
Since we're talking firmware here, take it with a grain of salt, and proceed as you see fit.
You know it Joe and all my buddies feel the same way. I also have more than one Dell device that has manufacturer firmware flashed to it. Namely DLT drives and Tape libraries.
What have you flashed Joe? And BTW HP's customer service is as good or even better than Dell's USED to be! That was the original reason we went from Gateway to Dell in the first place.
Yeah, the magic word is Dell chat: http://support.dell.com/support/topics/global.asp…“>
http://support.dell.com/support/topics/global.asp…
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It is 100% better than phone support, and you don't have to deal with accents.
Yeah, the magic word is Dell chat: http://support.dell.com/support/topics/global.asp…“>
http://support.dell.com/support/topics/global.asp…
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It is 100% better than phone support, and you don't have to deal with accents.
True but, can it fix their incompetence? (No I am not bitter @ all!)
Indians are dumb!
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