Dell Hardware Support - Best time to call??

Hi All. I've been having some rediculous problems with HW Support.

The last few times I have called I have been getting Support Reps in India. It's always hard to understand them and most of the time they make no sense when troubleshooting the issues I am having with my E1705.

The last rep I spoke with (over 90 minutes) dispatched out a box for me to send my lappie back to the depot for a checkup. Well, according to the Service Call, it's for a Fan Noise problem. Ha. Not even close. I want to update the ticket and be sure the issue is recorded correctly.

I'm just tired of having to explain the same issue over and over - three different calls now.

Is it even possible to get USA support anymore?? When is the best time to call??

Thanks in advance. I'm about to call them yet again this morning. Hopefully this time I get someone who is willing to help me.

 

try using email or chat instead of the phone.

 

I get a quick response if i call early in the morning during the week. but I started using chat the last few times i needed to call and it is a lot better. (no calling back after being hung up on, no being routed to wrong dept, or other issues i seem to have when i call.)

 

Drumfu is right. Chat is much easier than calling. For one there is no language barriar or sitting on the phone and saying, "What?" twenty times cause you couldn't understand the person.

I also use the chat feature. It is alot better than calling and re-calling.

 

Yep... you will still get people in india... but its probably easier to communicate.

Its a shame really... dell used to be known for having the best support in the industry... but now the best time to call dell is not having to in the first place.

I just got an e1505 myself... overall pleased with the model but mine had a faulty screen (vertical line of pixels always on)... spent 2 hours with support yesterday...

- Talked to customer care, was told I had to talk to technical support and transferred which hung up on me. Thats why they give you the number before the transfer... because the transfers never work.

- Talked to hardware support, spent 20 minutes explaining that the problem wasnt a cracked screen but a line of pixels... language barrier a real problem... the guys two 'american phrases' he musta learned in training were 'you have nothing to worry about' and 'we will fix you right up with the best possible solution right now'. Finally was told that I need to talk to customer care for an exchange as they could just send me a replacement screen... and figuring I bought a new computer and had it all of an hour, I dont wanna do surgery on it... its their problem IMO, they should fix it. They noted my account that I needed an exchange and transferred me to customer care... which hung up on me... suprise.

- Talked to customer care, and was told that because the technical people hadnt tried enough to fix it over the phone (like how are they going to repair a screen or lcd controller over the phone) they wouldnt give me an exchange. I yelled and screamed for a bit as i was a bit on edge by this time... and was told they would exchange it and gave me their case numbers etc.

- I havent received anything in email since, so im a little worried that I was just told this to get me off the phone. we shall see.

Dell has great prices... its hard if not impossible to beat them on price... their the walmart of direct market PCs... unfortunately they keep those prices by outsourcing their support to India... and will do so as long as people keep buying.

 

Thanks for the feedback all. The only reason why I havent been hitting them up on chat is basically the same as phone support. Half the time the grammar is so screwed up, I can't make sense of what they are telling me.

Maybe my E1705 is a lemon... LOL

 

interesting....whenever i chat with them they seem to use proper grammer with me. and i know they are in india by their names but to me using chat is so much easier and less hassles from calling.