Re: The bad just got badder.

"lgreenwood@xxxxxxx" wrote:

Well then, I must have fallen off the truck whatever that means. And I
am not sure what trolling means. Chalk that one up to ignorance. I
have been a dell user for several years ordering them for both work and
home. In short I like the Dell laptop and I have bought quite a few of
them. Early purchases (several years ago), the support was top notch.
However my recent purchase on a Dell 600m is a problematic. I can
not seem to get the 600m that I purchased to work with a USB backup
drive. The error message I get says that the power requirements
exceed that of the USB port. While a friend as the same machine and
can use the same USB port using the same USB drive without a hitch.

The feedback I get from tech support is that I need to either reinstall
the drives or use a Dell product for backup;. I reinstalled the
drives to no avail. Even with an external power supply I can not get
the USB port to access the external hard drive, even tho the harddrive
is a laptop drive. Otherwide the Dell laptop works just fine, but I
can not connect it to a USB hard drive without getting an error message
even tho another 600m works just fine.

BTW, I have been extremely pleasant to the support people. And I still
am. I know it does no good to get angry with them. Because of this
recent experience I can emphathize with people who are having problems
with Dell ts. But their response is if I don't use a Dell product to
attach to a USB port then I have no reason to complain.

I don't recall that the "gold support" was an option when I purchased
the computer, If it was then I would have purchased it. But I did pay
extra for an optional extended warranty. Having spent that extra
amount, however, did not ensure that I could get the problem I am
having solved.

So being a long time user of Dell computers, I have a perspective on
their tech support. With this present experience I guess I fell off the
truck as you say.

So run that one around the block.

"Gold Tech Support" has been available for years. While it was originally only
available to Small Business Division (or higher) purchasers, (supposedly) it's
now available to Home Division purchasers, as well.

The problem is that it's not one of those "in your face" options. You've got
to have previous knowledge of its existence.

My contract calls for "Same Day 4-Hour 5x10 Parts and Labor On-Site Response,"
which means 4 hour response time, 5 days per week, 10 hours per day. After hours,
it rolls over to the next business day.

On the few occasions that I've had to contact Support, I've always spoken
to a non script-reader. On one occasion, I apparently blew out my USB ports.
A late night (~10:30pm) call resulted in a new motherboard being delivered
at 09:30am, with the tech arriving at 10:00am.

An "extended warranty," in and of itself, means nothing... You've got to have
a *good* warranty, first.

Notan
.

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