Dell Chat Support Experience

Terrible. Horrible..every imaginable adjective to describe a truely dissapointing experience.

I am still in Chat, and into the 1hour+ battle, I am on the losing end. Over a week ago I explained that I wanted to recieve discs for software as I was reformatting.

They confirmed to me that Sonic was being sent out. Today they are refusing to send it, and are telling me to buy it. They are even kind enough to offer a $10 coupon that might cover the cost of it.

I recieved the free back pack they had a promotion for. I even recieved backup CDs of stuff that I already owned. THey have sent PowerDVD seperately..but continue to refuse service of sending the Sonic software that is already installed on the computer.

For a $1800 computer, this experience is down right saddening.

 

There's Dell for ya. Keep on buggin' them.

 

Hysterical now:

7:31:25 PM Sup Nivedita Sengupta i do see that you order the computer online.
7:32:01 PM You Yah.
7:33:22 PM Sup Nivedita Sengupta You got what you opted for.
7:34:05 PM You That is the best line from support ever, may I share it with the internet?

 

"You got what you opted for." Uh huh. I'm assuming you, "kylerg" are "You" in this convo. and Nivedita Sengupta is the Indian fellow Dell is outsourcing too?

Interesting convo., go on....

 

This is the type of reason why Dell was not my first choice for a system. No wonder why their sales are slumping.

 

why would dell send you free stuff?

 

Why would it already be on my Hard Drive, if I did not pay for it. I want a hard copy, not it buried in their recovery image.

 

...and I heard that Dell Chat Support was prompt and provided customers with quick and easy solutions...(compared to on-the-phone customer service)

 

yeah, I have lost PowerDVD that way too. Among garbage there were two jewels.

 

Coming up on over 1.5 hours and this dude is not budging. A $10 coupon is the best he can do.

 

From my experiences, the Dell chat is actually quite quick. The Compaq one was horrible, because they would leave you waiting for about 7 minutes between each answer, and they didn't even fix the problem. The Gateway one is better, but not perfect. After the Gateway one, it says "Thank you for using eMachine Live Chat"

 

Thanks again for helping me logu, too bad Dell's side hasn't been as helpful.

 

End your current chat & try again. You may get a better rep who will help you out. Good luck.

 

He said he is the floor manager and the final level of escalation. Still worth a shot?

 

email tech support instead.

As for floor manager...that could mean janitor...

 

Janitor... Haha... ZING!

 

They offered you the option to buy the disks for 10 bucks when you bought the computer. You chose not to. Just do what everyone else does and try again with a different rep.

 

I did pay for the discs..I payed the $10. That is what makes me even madder now..thanks for reminding me

 

This is just another out sourced support horror story. This is why I will never buy anything other than an XPS. Premium support thats here in the US. People that you can actually understand, and people who actually care about making you happy.

 

Michael Dell should try calling support himself. He'd quickly realize why Dell is becoming a joke, and their sales are sliding.

 

I paid $10 too, but I got all the disks including the Sonic. Oh man, you should definitely demand for it. You paid for it.

 

I think I got a BOT on mine or some very jaded individual:

07/21/2006 04:59:49PM Agent (Sachin_0166950): "How may I assist you today ?"
07/21/2006 05:00:14PM pedro diaz: "how do I remove Dell Media Experience?"
07/21/2006 05:00:20PM pedro diaz: "at least disable it"
07/21/2006 05:01:02PM Agent (Sachin_0166950): "Are you referring to the Inspiron XPS 1210 laptop computer ?"
07/21/2006 05:01:10PM pedro diaz: "yes"
07/21/2006 05:02:49PM Agent (Sachin_0166950): "Are you referring to the Media direct or the Media Experience."
07/21/2006 05:03:23PM pedro diaz: "whats the diffe3rence"
07/21/2006 05:03:25PM pedro diaz: "?"
07/21/2006 05:03:39PM Agent (Sachin_0166950): "At the end of the diagnostic it should give you the results with the error if there is any."
07/21/2006 05:03:40PM pedro diaz: "the splash screen that comes in when you boot"
07/21/2006 05:03:56PM Agent (Sachin_0166950): "Please ignore the last message."
07/21/2006 05:05:28PM Agent (Sachin_0166950): "Media direct is software using which you can play DVD even when the system off, by only turning on the Media Direct."
07/21/2006 05:06:09PM Agent (Sachin_0166950): "Meia Centre is a part of the operating system using which you can play CD's, or DVD's."
07/21/2006 05:07:32PM pedro diaz: "i want to get rid of the startup sreen"
07/21/2006 05:07:55PM pedro diaz: "i dont want media centre to start on it's own"
07/21/2006 05:11:00PM Agent (Sachin_0166950): "To start the Media Centre you need to media start button using the remote control."
07/21/2006 05:12:31PM pedro diaz: "you are useless, goodbye

 

Zuhaib is now my friend, someone helpful

 

This is so odd, cause dell sent me the sonic cd for free when i wanted to reformat which was like 2 weeks ago a week after i bought the computer, so i could get rid of bloatware. They said i could get it for free cause its covered by the warranty or something. anyway i think you can download all the sonic stuff of the dell driver and downloads website, just put in yer service tag.