Alienware Tech Support Remote In to your laptop-

Is it mandatory for all Alienware/Dell techs must remotely log in to customer's laptop to get whatever info they need before they can submit a ticket for repairs? I mean,,why couldn't customers give the info over the phone?

 

I've never had an agent remote into my computer... I always have the info ready for them over the phone. The remote assistance is for software issues, and I take care of those myself. If it is a hardware issue, just tell them what the problem is, and if you did the boot diagnostic, tell them the error code, and the step it failed on.

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Thanks for the info.

The rep I spoke with said it's a standard operating procedure before they can send the warranty work order to the manager for approval. I let remote in, and I saw what the person was doing---but thought i'd share my experience to see if anyone else had the same exp or not.

 

I had a few techs that assume I don't know what I am doing ask to remote in... But I have always told them I know what I am doing, ask what they wanted to try, and explain if that is not going to work.

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We usually remote-in whenever we have to to troubleshoot something that may take install/uninstall, checking specific places for information, registry changes, overheating tests, slow performance, random issues. We do not usually log into someone's PC to look for the PC info unless it's not given to us at the beginning of the call. We usually log-into someone's PC to use the less time possible, even if the person knows a lot about computers, it's better just to do it yourself if you really know what you plan to do. If it's something simple such as downloading a BIOS update and installing it then we may guide the customer through the process instead of connecting with the GoToAssit tool.

Hope that clears all out. If you guys want to know any specific details, I will try to answer them accordingly.