Gee, Dell Tech Support. You sure have your sh*t together. 42 replies

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Metall_pingwin

Call me Pingwin

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25th May 2005

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#1 11 years ago

I have a great story to share with you all, that I do.

A few weeks ago (going on third or fourth I think) my laptop crashed. It went poof, bazoom, badonkers. It simple blue screened and never turned on again. Something about broken connections and no operating system.

First thing I do is open up the computer, everything seems to be in place, but I still undo a bunch of screws to be certain. Nothing ridiculously out of place was to be noticed (i did find a feather lodged between two sticks of ram :\) so I closed it up and contacted Dell support.

After a short chat and diagnostic, Mr. Support guy told me that my hard drive is faulty and that they will send a replacement. Quite panicked at the notion of losing months of hard work, I plug in the hard drive to my desktop in hopes of recovery and whaddyaknow the entire system is intact.

"Oh well, I'm not the computer specialist here" I think to myself and merilly hop around while waiting for my primary schoolwork utility to be back-in-service.

Quite promptly as promised, my new hard drive comes in. One of the attatchment pegs is bent way out of shape but that's ok - I still manage to insert it properly. In excitement I press the power button, wait patiently for over an hour as the computer "restores my operating system and all the bullshit software that came with it". It's done, I squeal in excitement only to be slapped in the face with a steel shovel or it's equivalent - the exact same error as before.

"That's ok I guess, It's only been four days". I contact Dell Support again to explain the situation, that their replacement hard-drive was aparently not the solution to a problem and after some random instructions on how to change boot priorities in bios i'm instructed to send in my laptop to dell for repair.

For my convenience, I wait three days for a pre-paid fedex box. I fill out all the forms, package everything properly, and explain the situation to the best of my ability. Since I want to avoid losing my data, I send it in with the new replacement hard drive installed.

Close the box, pop it in the nearest fed-ex center and wait.

I got my laptop back today, it was very exciting - im ridiculously behind on my work on account of not being able to do it in-school. I am given a warm welcome by a "Repair Checklist". I am told that that please to be "find your repaired Dell portable. The system was diagnosed and extensively tested by certified technitians to ensure the problem you experienced was corrected."

Below is an extensive list of things that they could have fixed with my computer, but none of them are actually checked off. That's ok though, I guess, because the people at Starbucks don't always draw on my cups either.

Lodged between my monitor and keyboard, I find another sheet. It has a big STOP! READ THIS! sign on it, and in big bold underdlined letters it says:

Your system will operate incorectly at this time, due to problems with your hard drive.

THANKS FUCKHEADS. That's why I let you twiddle around my computer for a week? So you can send it back to me and say it won't work?

That's not the kicker though, it gets better. Aparently after "extensive testing by Dell certified technicians, [they] have determined that [my] system requires a hard drive replacement in order to return it to full functionality."

It also says that my new replacement hard drive is in the mail, and should be here in three days.

Gee. Thanks. Why don't you also drag your sack across my face, I'm sure that will be just as much help.

Ladies and gentlmen, this was my rant on Dell, and how they need to keep track of their own shit. I really wish I wasn't so damn busy right now and hadn't wasted all this time writing this, because I'm really looking forward to having another "certified technician" send me a hard drive.




AlDaja

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5th September 2006

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#2 11 years ago

Typical. Dell sucks. Keep in mind the "technician" on the other end probably is someone who got 4-weeks crash course IT training when he/she got laid off of their normal day job making coffee or hanging drywall and is going by the teleprompt on their screen. Gateway was my favorite. They f'cked our computer so badly back in 1995. Their constant runaround and screw-ups pissed off my wife so much that it inspired her to go to school to learn this crap so she could do the repairs herself...the only thing still working from the original Gateway is the monitor I'm looking at. Good monitor, weighs 400 lbs though.=p




Crazy Wolf Advanced Member

Snipes With Artillery

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22nd March 2005

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#3 11 years ago

So, lemme get this straight. The computer's FUBAR. Dell thinks it's a hard drive issue. You take out your hard drive and find out that it's OK. You put in the hard drive Dell sent you. The computer's still FUBAR. You send it to Dell. They decide that it is a hard drive issue. They send you another hard drive.

Do you have to have an IQ lower than 50 to work there, or is that just a bonus?




Dragonelf68

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24th September 2007

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#4 11 years ago

No, the CS guys just don't give a shit about what your problems are. They want you off the line as quickly as possible.


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Metall_pingwin

Call me Pingwin

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25th May 2005

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#5 11 years ago

Crazy Wolf;5166173So, lemme get this straight. The computer's FUBAR. Dell thinks it's a hard drive issue. You take out your hard drive and find out that it's OK. You put in the hard drive Dell sent you. The computer's still FUBAR. You send it to Dell. They decide that it is a hard drive issue. They send you another hard drive.

Do you have to have an IQ lower than 50 to work there, or is that just a bonus?

Yes, that is the essential tl;dr list. Like I said, I look forward to having someone explain this to me.




MrFancypants Forum Administrator

The Bad

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7th December 2003

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#6 11 years ago

I bought a Dell laptop a few years ago and ever since I have been hearing dreadful stories. So far there haven't been any big problems with it though.

But as for tech support, I can also tell a few stories. For example exchanging my 17'' LCD a few years ago. It turned itself off randomly and I determined that the power converter that is part of the power cable was overheating for some reason. So I called tech support and they were nice enough to send someone to my place to pick the screen up and leave a relatively new 19'' as replacement, this guy uses the packet he brought the 19'' inch in to transport my 17'' back. 2 weeks later they figure out that the power cable of my 17'' LCD is broken and that this problem cannot be fixed, so they want to send me a 17'' as replacement. So some days later some guys arrives with the new 17'' and tries to stow the 19'' in the packet he brought the 17'' in - which doesn't work. So he takes his 17'' and goes away, some days later support calls me and asks what's the matter. I explain and tell them that they could just leave the nice 19'' screen, but they don't agree. So they send another guy out and the problem repeats itself. They call again, I explain again, so they send another guy, this time with a new 19'' screen because that is apparently the only way they could manage to bring a properly sized package to me to retrieve the 19'' replacement.

I've been buying their screens ever since.




Dragonelf68

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24th September 2007

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#7 11 years ago

For an explanation, look at the post directly above yours. Post jumped by someone wearing fancy pants.


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AlDaja

SFC III Troubleshooter.

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5th September 2006

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#8 11 years ago
Dragonelf68;5166184No, the CS guys just don't give a shit about what your problems are. They want you off the line as quickly as possible.

That too I'm sure.




Crazy Wolf Advanced Member

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22nd March 2005

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#9 11 years ago

MrFancypants;5166187I bought a Dell laptop a few years ago and ever since I have been hearing dreadful stories. So far there haven't been any big problems with it though.

But as for tech support, I can also tell a few stories. For example exchanging my 17'' LCD a few years ago. It turned itself off randomly and I determined that the power converter that is part of the power cable was overheating for some reason. So I called tech support and they were nice enough to send someone to my place to pick the screen up and leave a relatively new 19'' as replacement, this guy uses the packet he brought the 19'' inch in to transport my 17'' back. 2 weeks later they figure out that the power cable of my 17'' LCD is broken and that this problem cannot be fixed, so they want to send me a 17'' as replacement. So some days later some guys arrives with the new 17'' and tries to stow the 19'' in the packet he brought the 17'' in - which doesn't work. So he takes his 17'' and goes away, some days later support calls me and asks what's the matter. I explain and tell them that they could just leave the nice 19'' screen, but they don't agree. So they send another guy out and the problem repeats itself. They call again, I explain again, so they send another guy, this time with a new 19'' screen because that is apparently the only way they could manage to bring a properly sized package to me to retrieve the 19'' replacement.

I've been buying their screens ever since.

All I could think of was someone just saying "DERP DERP DERP" as they were walking to and from your place. "Gee, why isn't a 19" fitting into a 17" box?"




Junk angel

Huh, sound?

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28th January 2007

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#10 11 years ago

Well it's usually the case of right hand not knoweth what left hands does.

But hey on the positive side you might start a HDD business soon.

Though interestingly I've got a friend who worked as tech support who usually has horror stories from the other side. From customers who claim that there is no google on the pc to people who brought him a keyboard, monitor and mouse when they were asked to bring the PC.