Dell tech support is wonderful! (VM take note)

Valerie · 13-11-2007, 17:59

Thought my laptop had died today - lots of static on screen followed by complete failure to boot up, with just a flashing Caps Lock light. Only 90 day warrenty long since past so feared the worst. Google search very depressing.

Looked on Dell pages and found a 'talk to techie' online button (on other pc) . Got through after a couple of goes and chatted to very nice person who talked me through: taking battery out, discharging static, taking hard drive out (by this time she had managed to push the manual to a window so I could see it), dvd drive out, trying second monitor - all still no joy - then suddenly talk window died! No!!!

BUT - she phoned me up instantly to continue the support!!! Eventually tracked it down to memory modules needing reseating and now all is well.

Suspect many other companies could learn from such brilliant support as this.

Well done Dell!

Lord Nikon · 13-11-2007, 18:15

More importantly Dell also have a Customer Advocate team who trawl the net looking for people who are having problems with Dell computers and ask questions on web forums, usually they will join the site with the nick DellCA and provide assistance on a proactive basis, something else that other companies could learn from. We had one join Cablehell to assist someone asking how to upgrade a hard drive. They pretty much lead when it comes to helping people.

southwell · 14-11-2007, 07:29

We have brilliant support here at our school, call them the day you have a problem and by midday the next day someones come out and it's fixed! Servers will be fixed withing 4-6 hours! :O Excellent support for very little outlay.
I think i would only buy Dell now, i just had a problem with my HP laptop and it took 30mins to find a phone number!

Knobbly · 14-11-2007, 08:20

Quote:

Originally Posted by southwell

I think i would only buy Dell now, i just had a problem with my HP laptop and it took 30mins to find a phone number!

30 minutes? What on earth were you doing? I had to ring them about my pavilion laptop and it took me all of 10 seconds to find the number (hp.co.uk, click "contact HP" then it shows a nice big list of how to contact them including by phone)

southwell · 14-11-2007, 08:29

Quote:

Originally Posted by Knobbly

30 minutes? What on earth were you doing? I had to ring them about my pavilion laptop and it took me all of 10 seconds to find the number (hp.co.uk, click "contact HP" then it shows a nice big list of how to contact them including by phone)

That page wasn't working properly, which was half my problem.