Dell Customer Support

Soundman

Probably don't remember but I have posted once or twice asking for help regarding my DVD burner problems (Sony DVD+-RW DW D-56A). Anyway after much research and trial and error resulting in no change to my situation of not being able to rectify the matter of not being able to burn DVDs I bit the bullet and called Dell.

The reason I didn't call them before was due to the fact I had heard so many horror stories of incompetency on their behalf, sending calls through to here there and everywhere and several other stories.

Anyway... I called them apprehensively at 16:05 and immediately put on hold due to a lot of other calls ahead of me. By 16:10 I was speaking to one of their Indian Customer Care representatives (very nice and helpful lady). I explained my problem and told her all the steps I had taken previously to try and sort the problem myself (updating system BIOS and DVD firmware, uninstalling the drive completely and rebooting and so on) which she listened to and took note of. She asked me several questions and made a few suggestions all taken into consideration.

16:40 rolls around and I now have next day delivery of install CDs for Sonic Record software and a brand new NEC DVD+-RW drive. All I believe down to the fact that I was patient and polite to the staff. Manager wanted to talk to me aswell to see how his staff dealt with the call and was shocked when I said she was excellent and highly efficient.

Moral of the story: Don't believe the horror stories and be as nice and patient as you can explaining your problem and your efforts will be fruitful.

Hope this helps anyone else who is apprehensive about Dell Customer support.

Enjoy the rest of your day folks.

R0ot

Well maybe not believe all of them, but i myslef have gone through a dell horror story, and my cousin too, but on the other hand all companies have there good times, even eircon had one or two in its day.

Soundman

R0ot wrote:

Well maybe not believe all of them, but i myslef have gone through a dell horror story, and my cousin too, but on the other hand all companies have there good times, even eircon had one or two in its day.

Hope you both got things sorted in the end without too much hassle. Sorry, I'm just happy cuz it was my first time calling for tech help with anything and just glad it has appeared to go so well.

Yes I should have phrased my moral a little better obviously there will be some truths to the stories but some will be exaggerated due to the poster being angry at the company for not giving them exactly what they wanted.

Karoma

Wll,this makes a nice change: a positive thread!
The standard of support has gone up over the last while and will continue to improve - call centres are doing away with the 'inbound calls only'
In saying that, I've only had to deal with Dell once or twice: the last time was the better experience ..

Soundman

Karoma wrote:

Wll,this makes a nice change: a positive thread!
The standard of support has gone up over the last while and will continue to improve - call centres are doing away with the 'inbound calls only'
In saying that, I've only had to deal with Dell once or twice: the last time was the better experience ..

Cool. I'm also expecting a call once the items are delivered to make sure everything is alright. Obviously businesses are realising that if they don't keep the customers happy then their customers WILL shop elsewhere. This being the case more and more with the internet making shops just a few keystrokes away.

shortys94

i had really bad experiences with dell tech support, they sorted it out, but after paying 50 euro for extra tech help nad ending up with the normal tech help solving it i was kind of annoyed at the fact that i spent 50 euro for nothing, it was a simple problem yet it took them a month or more to figure out

Asok

I have to say the one time I had to call dell for a customer they were fine, It wasnt a specific dell related issue but they were still very helpfull and a bit of craic too!

savemejebus

Karoma wrote:

The standard of support has gone up over the last while and will continue to improve - call centres are doing away with the 'inbound calls only'

really?? thats not what it looks like from where i'm standing, lies, misinformation, , bad communication, broken promises and hassle in general would characterise my recent dealings with DELL Customer care. Funny thing is that in my previous dealings they were fine but now the standard across the board (i must have dealt with 10 people so far) has dropped beyond all recognition IMO

Karoma

Yes-all major OEM's call centres are doing it...
I have heard of problems with Dell (And every tech support line) -> It's a bit unfair to make sweeping remarks about x line - especially when the odds are in favour of you contacting somebody who has been working in the place for a very short period. I've never had to deal with [strike]Injun[/strike] Indian-based call centres (I rarely deal with call centres-unless something is in warranty,and usually belonging to someone else)
savemejebus: what's the problem with your unit?
Why on earth are people willing to fork out 20-60EUR for support unless they absolutely must go back to the manufacturer - there is (nearly!) always an alternative!

maidhc

I have had reason to contact Dell support good a few times. My experience is that the native English speakers from Glasgow or Belfast (I think?) are absolutely brilliant and will send new stuff/technicians out with minimum hassle, while our friends from India are plain head wrecking, and just p1ss you off by saying "yes sir" and "no sir, im sorry" all the time.

Soundman

Think I may have spoken too soon. They sent me out another Sony drive. Got it today, due to the courier being over-worked (supposedly). Installed it no problem. Re-installed the software they sent with it (they also sent out every other CD I'd ever need for the comp which wasn't supplied originally). Still no joy with burning DVD's. Also Sonic sucks for burning. Anyway. I'm hoping it is just a problem with my choice of DVD media. Gonna buy some more tomorrow and try them out. Fingers crossed, otherwise it's another call to Dell and ask for an NEC drive this time. :rolleyes:

Sully

Soundman wrote:

Think I may have spoken too soon. They sent me out another Sony drive. Got it today, due to the courier being over-worked (supposedly). Installed it no problem. Re-installed the software they sent with it (they also sent out every other CD I'd ever need for the comp which wasn't supplied originally). Still no joy with burning DVD's. Also Sonic sucks for burning. Anyway. I'm hoping it is just a problem with my choice of DVD media. Gonna buy some more tomorrow and try them out. Fingers crossed, otherwise it's another call to Dell and ask for an NEC drive this time. :rolleyes:

LOL I knew there was going to be a catch. When I first read this thread, I said to myself: "It wont be happy at the end" and im right :P

Dell are OK when you get a good rep. Fact that you got a Sony instead of a NEC after they told u, id ring and ask why. I hope u took names of the last people you spoke to, and the next people!

Karoma

Heh. That drive is known buggy - what is the firmware revision (It should PFS3 IIRC- if not-download and upgrade the firmware!)?
Also: what media have you tried?

Soundman

Karoma wrote:

Heh. That drive is known buggy - what is the firmware revision (It should PFS3 IIRC- if not-download and upgrade the firmware!)?
Also: what media have you tried?

Yes I know that drive is known to be problematic which is why I was hoping for the NEC. Got some different media today so will try it soon and hopefully it will all be good.

I have the name and email address of the rep I was dealing with who was very efficient and pleasant. I don't have any problems with her. She gave me her email addy so that it would save me money on phone calls and that it would mean I would be dealing with the same person each time, also that they would call me back if need be.

Will keep you informed of what happens....


Edit: The firmware in it at the moment is PDS7 which is the latest from Dell. Will try that first then if need be upgrade to the latest that Sony have (PFS3).

Haven't tried much media at the moment as I presumed there shouldn't be a problem with that but I just got some TDK DVD-R today.

Soundman

It's Alive!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I just burned my first ever DVD. w00t! Let's just hope it lasts. Needless to say I'm going to be VERY careful about any upgrading I do in the future so as not to change any settings unless I have to.