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    Chat w/ XPS Tech - good for a laugh

    Discussion in 'Dell XPS and Studio XPS' started by mtbush, Aug 24, 2008.

  1. mtbush

    mtbush Notebook Consultant

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    Figured I would check out Dell's online technical support chat. This guy was absolutely clueless. :rolleyes:

    08/24/2008 01:40:10PM Agent (XPS_Robert_149910): "The unit are not defective the card are functional as per nvidia i have spoken with my supervisor and he Verified all information i just stated to you if you want to run diagnostics and verify the hardware has failed we will replace it if you do not want to run diagnostics and do not want to address the fix suggested through dell engineering which is the bios update is nothing we can replace with out diagnostics to verify the part has failed

    08/24/2008 01:41:05PM mtbush: "So I just sit back and just wait for my computer to fail?"

    08/24/2008 01:41:40PM Agent (XPS_Robert_149910): "Apply the bios update to fix the issue"

    08/24/2008 01:42:07PM mtbush: "I'm currently running A09 the most recent bios"

    08/24/2008 01:43:57PM Agent (XPS_Robert_149910): "then the issue is not with the card but with the software you are running on the system that is not designed for the system as we talked about earlier games such as u.t. , crisis gears of war, medial of honor are not suggested on any laptop but the ones the support sli dual gpu configurations

    08/24/2008 01:44:44PM mtbush: "yeah, let's point the finger at the software"

    08/24/2008 01:45:17PM Agent (XPS_Robert_149910): "I have a similar system as yours a latitude d 630 I do not use it for games as the chipset is not designed for that type of stress"

    08/24/2008 01:45:59PM mtbush: "that is a business/enterprise class machine. that's like comparing apples to oranges."

    08/24/2008 01:46:10PM mtbush: "forget it."
     
    mtbush, Aug 24, 2008
    #1
  2. MystiklMayhem

    MystiklMayhem Notebook Consultant

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    excuse after excuse huh? haha
     
    MystiklMayhem, Aug 24, 2008
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  3. roland_j

    roland_j Notebook Consultant

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    Its not designed to play those games, what?
     
    roland_j, Aug 24, 2008
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  4. Cin'

    Cin' Anathema

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    That, is exactly why I don't use Dell Chat...I tried it once...and never again. :eek:

    I, would rather talk to a live person on the phone...regarding problems, ordering, or questions regarding my lappy... ;)


    Cin ;) :)
     
    Cin', Aug 24, 2008
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  5. Steve325

    Steve325 Notebook Enthusiast

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    honestly I think their tech support is the worst in the world. Dell is a horrible company with good deals on computers IMO
     
    Steve325, Aug 24, 2008
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  6. paper_wastage

    paper_wastage Beat this 7x7x7 Cube

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    tech support... contacted them 2 times (i have a Dell Desktop, Dell Axim X51v pocketpc,...and now a XPS M1330)

    first time, needed replacement on my bluetooth GPS adapter bought with x51v.... a little troublesome troubleshooting, but needed only 1 phone call to resolve it(sent new bluetooth GPS... and return old one)

    second time, speakers that came with desktop, left side didnt work... one phone call, asked to do diagnostics at boot up and asked for my phone number so he could call me back in 30 minutes.. 30 minutes passed, he called me back, then set up delivery of new speakers....

    not bad, 2 for 2
     
    paper_wastage, Aug 24, 2008
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  7. phaaam

    phaaam Notebook Consultant

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    I called Dell about replacing my 1505 for the Intel 4965AGN and after explaining the difference between them, I got the guy to send me the Intel card separately so I could install it myself. Another time, I asked about my order status an the guy thought the wireless card was the processor, haha. I seriously think it was just a summer job for most of them, no experience at all except the basics.
     
    phaaam, Aug 24, 2008
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  8. I♥RAM

    I♥RAM Notebook Deity

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    I called Dell to see if they could make my order cheaper than the online price and I had to guide the lady in pressing the buttons to get to my configuration. She didn't have a Dell account and didn't know how to get to the M1530 page.

    She then told me she would have my order with 2nd-day shipping and the order status on the Dell.com website says 3-5 business days.

    :|
     
    I♥RAM, Aug 24, 2008
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  9. neorecon

    neorecon Notebook Enthusiast

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    My experience with chat was the exact opposite. My M1530 LCD went out, or the cable went bad as I could only view things with an external monitor.

    Tech walked through some tests (BTW Holding 'D' when booting will put your display into a R-G-B test mode) Verified the issue and I'm waiting to get called by a tech to come out and fix it this week. They are bringing a new LCD, Cable, and Mobo depending on where the issue exactally is.

    Other than the conversation going slow, they were very helpful.
     
    neorecon, Aug 24, 2008
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  10. eleron911

    eleron911 HighSpeedFreak

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    There are just some golden rules than need to be applied.
    1) don`t use Dell Chat for anything else than sales
    2) don`t use Dell Chat for ANYTHING ELSE than sales.
    3) rules 1 and 2.
     
    eleron911, Aug 24, 2008
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  11. Ttime20

    Ttime20 Notebook Deity

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    I think they take all the people who can't make it as phone support people and throw them on chat support because they are kind of clueless ... I have noticed though that if you try a few times you can always find a diamond in the rough.
     
    Ttime20, Aug 24, 2008
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  12. riever86

    riever86 Newbie

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    I used the Dell tech chat one time - worked fine, they replaced a broken power supply. I do suspect however that it's out-sourced overseas.
     
    riever86, Aug 25, 2008
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  13. mtbush

    mtbush Notebook Consultant

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    I asked if he was outsourced. He refused to answer. ;)
     
    mtbush, Aug 25, 2008
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  14. mtbush

    mtbush Notebook Consultant

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    I edited most of the chat, so I wouldn't bore everyone, but here are some more memorable quotes.

    Agent (XPS_Robert_149910): "The system is not a gaming system only gaming laptop is the xps m1710 and m1730 that support games such as unreal tournament"

    Agent (XPS_Robert_149910): "low intensive games are fine anything requiring a graphics accelerator is not suggested games such as crisis , gears of war , wow"

    Agent (XPS_Robert_149910): "you will need to run the diagnostics and verify the hardware is bad to have it replaced under warranty"

    mtbush: "http://direct2dell.com/one2one/archive/2008/08/18/nvidia-gpu-update-dell-to-offer-warranty-enhancement-to-all-affected-customers-worldwide.aspx"

    Agent (XPS_Robert_149910): "if hardware does not fail we cannot replace it The site you just posted is a public forum and information cannot be listed as official from this site"

    mtbush: "That is an official Dell press release"

    Agent (XPS_Robert_149910): "The fix to the gpu update is the update of the system bios not hardware replacement"

    mtbush: "The bios does nothing more than speed up the fan cooling the GPU"

    mtbush: "It does not "fix it""
     
    mtbush, Aug 25, 2008
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  15. paper_wastage

    paper_wastage Beat this 7x7x7 Cube

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    direct2dell isnt an official dell press release per se.... its more of a communcation to consumers..
     
    paper_wastage, Aug 25, 2008
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  16. *Daystar*

    *Daystar* Seahawk Fan!

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    LOL..what does he mean your system isn't a gaming laptop..it is.
    the 1730's are just more high end.
    i could play UT3 on my computer. the system requirements for that game are not all that high. and you could play crysis fine on yours.
    gooober!!
     
    *Daystar*, Aug 25, 2008
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  17. MexicanSnake

    MexicanSnake I'm back!

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    Lol the latest bios is not the A09 they dont even know about their own systems Lmao...
     
    MexicanSnake, Aug 25, 2008
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  18. paper_wastage

    paper_wastage Beat this 7x7x7 Cube

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    ^^ it is A09 for M1530, A12 for M1330.... seeing that OP's signature says he has a m1530.....
     
    paper_wastage, Aug 25, 2008
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  19. Cin'

    Cin' Anathema

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    My one and only time with chatting with them..was an adventure itself...I found myself literally biting my tongue...and not trying to get sarcastic.. :eek: I just kept saying it will get better.... :p :rolleyes:

    I was going over my order specs and trying to confirm something..that was on my spec sheet...and the Dell Chat rep just *wasn't getting* it....I should've ended the convo' at that time....But I always give chances, etc...

    It didn't get any better...turns out he couldn't confirm a few things...because he was looking at someone elses order! :eek:

    When it got to the point of a 1/2 hour chat....and it wasn't getting anywhere, and he was like *sorry. I believe I was looking at the wrong order* Can, you please start over.....I disconnected from the convo.....yeah. :p

    So to suffice...I really like Dell...I just won't ever use *chat* again! ;) :)
     
    Cin', Aug 25, 2008
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  20. I♥RAM

    I♥RAM Notebook Deity

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    Wait the 1530 isn't a gaming laptop?

    That's news to me.
     
    I♥RAM, Aug 25, 2008
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  21. Cin'

    Cin' Anathema

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    Yes, it's a gaming laptop and is for many uses ;) :)

    Cin ;) :)
     
    Cin', Aug 25, 2008
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  22. flipfire

    flipfire Moderately Boss

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    So much for XPS = xtreme performance system....

    Xtreme pathetic service!
     
    flipfire, Aug 26, 2008
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  23. I♥RAM

    I♥RAM Notebook Deity

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    That was sarcasm, btw.
     
    I♥RAM, Aug 26, 2008
    #23