Re: 8400 - Choppy Sound - Don't Call Dell
- From: "Ted Zieglar" <teddyz@xxxxxxxxxxx>
- Date: Thu, 18 Aug 2005 17:00:18 -0400
Your story is an illustration not of Dell and not of India but of the
general state of tech support in all industries everywhere in the world
where tech support is provided. Your experience could just as easily have
happened with Compaq or Toshiba or in Canada or the Philipines. Indeed, it
could just as easily have happened with your car mechanic or the clerk at
the local department to which you are trying to return a purchase. Are you
naive to this, or are you simply using this as an opportunity to show your
hatred of Dell or India?
And while it's almost certainly true that your second hard disk probably has
nothing to do with choppy sound -- or should I say that I myself don't see
what it has to do with choppy sound -- the fact remains that any product
that you buy from any company is only warranted in its original
configuration. Have you never read a product warranty, which almost always
states that the warranty is void if the owner makes unauthorized changes to
the product? Or is this also an opportunity for you to press your agenda
against Dell or against India?
--
Ted Zieglar
"You can do it if you try."
"nospam mindspring.com" <jrcat7@> wrote in message
news:sjq9g1dsu6ojhd460lbiagl9utdes608md@xxxxxxxxxx
> Last week I wrote a note here because my 8 month old 8400 was
> experiencing intermittant choppy sound and erratic mouse problems.
>
> So, after several weeks of this and being sure the machine is
> spyware/virus & worm free and not seeing any obvious conflicts or old
> drivers we finally broke down and called India.
>
> Brief Background: I've purchased 7 Dells from a 266, 500, Inspiron,
> 1500 and have been a Dell supporter since the very early days. Years
> ago I called Dell on a Sunday night with a bad motherboard and had a
> tech onsite replacing it on Tuesday morning.
>
> I'm sure many of you know a lot more than I do but I'm a retired CIO
> of 25 years (not that this qualifies me as a technical person) but I
> can take care of things.
>
> Well, that all changed Tuesday when we called about a choppy sound and
> erratic mouse complaint. In the space of 2 hours (after a 45 minute on
> hold wait) India took the machine from having an irritating but minor
> problem to one where the machine had a BSOD part way through the boot
> sequence.
>
> And the tech & his manager were telling me it was MY fault it
> happened. 2 hours into the call they discovered the machine had 2 hard
> drives and that the Dell installed hard drive was now the second drive
> on the machine. Once they discovered this they said that I would be
> transferred to the India Help Line, for which I would have to pay. I
> said "because yout have caused a BSOD on a machine that started with a
> minor problem I now have to pay to fix a problem that YOU caused?"
>
> While arguing with them I was able to stop the auto reboot and get the
> BSOD message that the Boot.ini file had been damaged. I fixed that,
> adios'ed the Indians and came away with the very clear impression that
> Dell support has taken a BAD turn. I used to be able to talk to techs
> who really knew their stuff. Now I get people who read from
> troubleshooting guides and ask for answers.
>
> The manager said "If we'd know you had 2 hard drives we would not have
> diagnosed your machine because our techs aren't trained on that". I
> said "if it's so important why don't you ask when you first take the
> call?" He said "Dell sells 10,000 machnies a day and we have to have
> efficient support". I said "Thanks". Have someone from Dell who cares
> call me tomorrow (yesterday). Haven't received any calls but I'm now
> back where I started with a minor choppy sound and erratic mouse
> problem. But it bothers me much less now than it did before.
>
> John
.
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