Re: Dell Support

Your comments do not surprise me in the least. The India support group is
terrible. In more than two dozen calls that were connected to that group, I
received no assistance that accomplished any thing, other than messing up my
computer so bad that I had to restore back to the day I got it. The India
group repeatedly refused to "escalate" my case. . It was only when I some
how got to the support group in Canada that my case was "escalated" and I
began getting some real, honest help.

"cranheim" <caranheim@xxxxxxxxxxxxxxxxx> wrote in message
news:fSvii.37400$Um6.14192@xxxxxxxxxxxxxxxxxxxxxxxxxxxxx

"Fixer" <ram.systems@xxxxxxxxxxxx> wrote in message
news:DoUhi.9142$nE2.746@xxxxxxxxxxxxxxxxxxxxxxx

"cranheim" <caranheim@xxxxxxxxxxxxxxxxx> wrote in message
news:2POhi.23496$C96.10047@xxxxxxxxxxxxxxxxxxxxxxxxxxxxx
I have started to consider replacing my Dell 8200 desktop with a more
current model. After seeing how the Dell service went down hill, I am
more careful about who I buy from this time. Dell claims they have
improved their service. My past two experiences with Dell support over a
year ago were disasters. I had to service and pay for my own repairs even
though it was still under warranty. They just kept insisting I should go
to their "Pay for service" area to do the problem determination because
they just did not have the experience to handle what should have been a
simple warranty issue. They simply refused to replace any highly suspect
parts. I would like to ask those who have needed Dell service in the last
year if were satisfied with the Dell Technical support. Thanks for your
comments. Charles Ranheim



what was your original problem with your old machine just out of
interest??/
Fixer:
The last two problems I had to fix myself, at my expense under warranty
were: 1) The Dell display went bad. It had a distorted, shrinking screen.
Tech support decided it could not be a hardware problem even though I told
them I swapped the displays between my Dell and Gateway PC, and the
problem moved with the Dell display. They refused to replace the Dell
display until I paid for their "Dell for us service" with my credit card
to prove it was not software. 2) My floppy drive stopped working. I could
not read or write on it. I tried un-installing and re-installing it, but
it just would not work. Again, Dell refused to replace it unless I took
their "Pay for service" option which was $99.00 at the time, allowing them
to screw up my operating system while they play with it. I took the floppy
drive to a PC store where they tested it and found it defective. I bought
a new drive and it fixed the problem. When I called Dell back to report
how the new drive fixed the problem and the old drive tested bad at the PC
repair shop, the Indian woman at the other end again repeated "We have
determined you do not have a hardware problem", case closed. The drive
only cost $15.00, but I spend days trying to get somewhere with Dell. I
was almost ready to add more time to my warranty contract, but thank
goodness I didn't. My original contract expired a few months after the
above two incidents.

From the comments above, it appears the Dell support is the same as it was
during my problems. I did not ask the question just to start another riot
on this forum. It was an honest question going out to the people I respect
the most. There is no doubt your knowledge is better than the Dell support
can provide, but there are times when I might need expensive parts, and
would like to be able to get them under the warranty I paid up front for.
By the way, what is the "Gold Support" that was mentioned in one of the
responses? Thanks for your time. Charles Ranheim



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