Re: Support Groups
- From: "Irene" <girlsrule@xxxxxxxxxxx>
- Date: Thu, 14 Sep 2006 16:43:03 -0700
I missed this the first time I read your post.
"I've never waited on hold, NEVER, for more than 15 minutes."
Which is it? You've never waited on hold. Or, you've never waited on hold
for more that 15 minutes? Or, possibly, never more than 30 minutes, or an
hour?
Since you can't make up your mind, which it is in the time it takes to
compose one sentence, I question whether you can remember at all.
Having a "senior moment", are you? >g<
"Tom Scales" <tjscales@xxxxxxxxx> wrote in message
news:ayiOg.46973$bZ6.34407@xxxxxxxxxxxxxxxxxxxxxxxxxx
Hmm. I understand you've had bad experiences, but I've had excellent ones
from Home Service. Yes, they're in India, but with patience, they're
extremely helpful.
My last experience was a failure of my Inspiron 9300 laptop. I called and
got someone on the phone in less than 5 minutes. I've never waited on
hold, NEVER, for more than 15 minutes.
I understood he needed to go through a script. I believe most people that
struggle with Dell support try to force the issue and refuse to go through
the script. When you do follow the script, it takes a little effort, but
the result is good. In this case, it was worth it, as I thought the main
fan had failed and the script discovered it was the fan on the video card
(who knew it even had a fan).
The rep arranged for me to return the machine. The next morning, DHL
arrived with a box around 10 am and waited for me to pack the machine.
They took it away and brought it back repaired in less than 48 hours.
Yes, less than two days out and back. The notes said they'd replaced the
video card, upgraded the BIOS and even replaced the logo badge because it
had a scratch on it.
In my opinion, the golden rule applies. People that get on the phone with
Dell with a chip on their shoulder (and yes, I absolutely do mean you
Irene) usually have a bad experience. People that are patient and, above
all else, polite to the Dell rep get good service.
Tom
"Irene" <girlsrule@xxxxxxxxxxx> wrote in message
news:XVgOg.2$q%3.1@xxxxxxxxxxxxxxx
Like most of the companies that sell to the home consumer market, Dell is
very happy to take your money. But, after that you are pretty much on
your own. If you can manage to get live help at all, you will likely
face waiting long periods on hold and even then, you may have to make
repeated calls(we've made as many as two dozen) just to get some one
both willing and knowledgeable enough to provide the help you are
seeking. It has become very clear that beyond the sale, Dell(like too
many others) cares nothing about the home consume
Go with the Small Business Group.
"Geri" <geri@xxxxxxx> wrote in message
news:7KOdnW4J1uPZEZXYnZ2dnUVZ_rmdnZ2d@xxxxxxxxxxxxxxxxxxxxxxxxx
I'm looking at buying a Dell desktop. Is there a difference in customer
service between the "Home and Home Office" support group and the "Small
Business" support group? It looks like there are several models that
are basically the same but different model numbers. In other words is
the "Small Business" group more professional or better trained? Should
I go with one group over the other?
Thanks, Geri
.
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