Reply to: Good service from Dell

[vetran]

Different service levels.

My experience with Dell.

Corporate with enhanced support deals get the Europeans. You should get a special number.

Joe Public and small business get the 'Best Shored' if you phone up with a Corporate service tag you get transferred to someone in Europe, last time from Scotland who is able to deviate from the script.

Server support was dealt with by the Irish guys.

Dell on site service is outsourced but tightly controlled, we had really good support.

It did go off the boil about 2 - 3 years ago but its back on track now.

I prefer it to some of our other suppliers.

[FSM with Cheddar]

Just to follow up on this one.

New charger arrived yesterday (the snow didn't stop them, the daily wail will be pleased).

Admittedly it was a simple task for Dell to achieve. But I'm happy anyway.

[FSM with Cheddar]

Thought there might be a few negative comments.

I'll let you know when it arrives.

For the weekend I'm borrowing a power supply from clientCo

[d000hg]

I've always found Dell helpful. I was after a particular adapter and having problems identifying the right one from the website, they called me up and helped sort it out.

I think Dell are no better or worse than anyone else.. they have a similar cock-up ratio but that means more actual cock-ups due to their huge size...

[s2budd]

I've changed my Aviator to a picture of the monster Dell PC with the packaging that they kept on sending me.

[bogeyman]

They'll all have Polish accents soon.

NO, they will all have Polished accents soon as the Oxbridge types made recently redundant from the investment banking business try to find jobs in PC retailing that will keep petrol in their Maseratis.

[d000hg]

I once had to return a Dell server. We are talking a serious beast here that was very heavy and over £4k is cost. Each box that they sent for the return was half the size of the actual server. I kept on requesting proper packaging, sending measurements of the server, sending them the model number, pictures everything in the hope that they sent be correct packaging. In the end the Indian numpty just requested that I wrap the box around the server as far as it would go with sticky tape and post it like that with no wrapping. ! No joke honest. I asked for a confirmation email and posted it after taking lots of pictures.

A real shame though because it was such a nice machine. I dread to think of the state it turned up in.

Madness.

Please post a link to a photo

[s2budd]

I once had to return a Dell server. We are talking a serious beast here that was very heavy and over £4k is cost. Each box that they sent for the return was half the size of the actual server. I kept on requesting proper packaging, sending measurements of the server, sending them the model number, pictures everything in the hope that they sent be correct packaging. In the end the Indian numpty just requested that I wrap the box around the server as far as it would go with sticky tape and post it like that with no wrapping. ! No joke honest. I asked for a confirmation email and posted it after taking lots of pictures.

A real shame though because it was such a nice machine. I dread to think of the state it turned up in.

Madness.

[tim123]

As a support monkey on a site that has a hardware contract with Dell I deal with them quite a bit, I’ve always found their service to be prompt and courteous.

One thing puzzles me though, whenever I ring their helpline an Indian guy takes the asset number then always transfers me to someone in Scotland or Ireland, are Indians so cheap that they can afford to have this extra step in the system just so the European techies don’t have to??

I think Dell have two levels of service. The transfer to Europe for their large business customers and the Indian numpty for the rest

tim

[swamp]

Dell, good service, surely not!

Back in the day when I was a permie, the IT guys used to put me on the phone to them as they could never understand the Irish accents.

They'll all have Polish accents soon.

[Sysman]

Just thought I would mention how happy I am with Dell's hardware support. The charger for my laptop broke, and a new one is going to arrive on Monday by courier.

That's the sort of good service that retains customer loyalty, which is critical during a recession.

Be a good chap and let us know when said charger actually does arrive

[Mike Hunt]

Just thought I would mention how happy I am with Dell's hardware support. The charger for my laptop broke, and a new one is going to arrive on Monday by courier.

That's the sort of good service that retains customer loyalty, which is critical during a recession.

Easter Monday ??

[blacjac]

I've had to deal with them as an SME with < 25 employees.

Company bought 2 desktops, both of them worked however one of them had the little plastic clip that holds in a DIMM broken. Boss (was permie at the time) wanted it swapping for a new one.

Took 3 hours to get through to them on the support line! However when I did they sent a new PC by next day courier.
Took them over a month to collect the original though, me an my boss had started arguing about who was going to take it home...

[gingerjedi]

I must admit I've not had to deal with them as Joe Public, they probably deal with a multinational corporation with 300,000 employees quite differently!

[norrahe]

Dell, good service, surely not!

Back in the day when I was a permie, the IT guys used to put me on the phone to them as they could never understand the Irish accents.