I totally agree, Dell has lost the edge. Last week we called and went thru the drill to get a replacement keyboard for a laptop. No problem they said, it'll be over-nighted. A week later, no keyboard. Mind you, I have a 24/7 in house contract. So, my patience is up and I call back today. After being dropped by Nerinder, Mohit, Ganeesh,and Pooja I fried. All were nice people but failed to call back after I was dropped. So I decide to try the online chat. The camera and sound come up and I see myself, cool I get to deal with someone direct. After a minute of looking at myself, I go back to the previous screen and see Navneet is typing away wanting to know my problem. A quick study, I close the video conferencing and look for away to type back, there is none. So I sit there and watch him tell me he's going to end the session if I don't respond. Needless to say frustration is building.
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system, we spent half an hour last week doing that, we know the problem and he had the report. So no there going to contact me within two business days to make an in house appointment, that as good as it gets. Hopefully by the end of next week I'll have a business computer online again. I wonder if Dell would tolerate that service from a vendor of theirs, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
I totally agree, Dell has lost the edge. Last week we called and went thru the drill to get a replacement keyboard for a laptop. No problem they said, it'll be over-nighted. A week later, no keyboard. Mind you, I have a 24/7 in house contract. So, my patience is up and I call back today. After being dropped by Nerinder, Mohit, Ganeesh,and Pooja I'm fried. All were nice people but all failed to call back after I was dropped. So I decide to try the online chat. The camera and sound come up and I see myself, cool, I get to deal with someone direct. After a minute of looking at myself, I go back to the previous screen and see Navneet is typing away wanting to know my problem. A quick study, I close the video conferencing and look for away to type back, there is none. So I sit there and watch him tell me he's going to end the session if I don't respond. Needless to say frustration is building.
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system. We spent half an hour last week doing that, we know the problem and he had the report. So now there going to contact me within two business days to make an in house appointment, that's as good as it gets. Hopefully by the end of next week I'll have a critical business computer online again. I wonder if Dell would tolerate that service from a vendor of their's, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
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Poor Dell Support
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system, we spent half an hour last week doing that, we know the problem and he had the report. So no there going to contact me within two business days to make an in house appointment, that as good as it gets. Hopefully by the end of next week I'll have a business computer online again. I wonder if Dell would tolerate that service from a vendor of theirs, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
Poor Dell Support
So I go back to the trusty phone, and after going through Andria, and Salchin I finally get Harani. All nice people again. Harani wants to start from square one diagnosing the system. We spent half an hour last week doing that, we know the problem and he had the report. So now there going to contact me within two business days to make an in house appointment, that's as good as it gets. Hopefully by the end of next week I'll have a critical business computer online again. I wonder if Dell would tolerate that service from a vendor of their's, doubtfull. a loyal customer (10 Dells) that feels it's time to look elsewhere for equipment.
Techdirt has not posted any stories submitted by Popeye.
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