Dealing with tech support from other countries...
This happened the other day, but I had to go through a little version of it today when I called back for something. They think it was from the automatic updates my software does, recommended by DELL. One may have had a glitch that caused the laptop to need a PC restore losing all my bookmarks, emails, etc..... I was fine until I felt the continuous repetition followed by their extremely slow instructions. (ex: hit start menu. did you hit start? now go to accessories. are you there yet? ........................in my head, I kept thinking, no, but my fist has almost made its way to India!!!) Then hearing someone who doesn't speak English tell me to restart my computer. (10 minutes pass) me saying okay, it's stuck on the same blue dell page it was last time...... them replying "is it shutting down?" then me getting REALLY angry (my nice attitude glowing here) answering with, YOU JUST ASKED ME TO RESTART....... WHY THE HELL WOULD IT BE SHUTTING DOWN?!? IT'S STUCK!!!!!! That's what I've been telling you every since the several hours we've been on the phone.... remember? This happened over and over and over again... I'm hoping everything is fixed. Grrrrrrrrrr.. |
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| I am part of the reason Dell is losing money.
I bought a laptop 3 years ago - and I loved it. Unfortuantely, I ended up being a frequent caller to customer service (RAM, power supplies, motherboards, video card, screen - all more than once). I am not good at electrical stuff, so we paid for the more expensive at home repairs. I was not happy when I had to remove and reseat RAM, play with the video cables and remove the hard drive. I asked them what the point of the at home service..... from that point on, I never talked to any customer service person as they immediately gave me to a supervisor.  My tone of voice must not be very nice when I am upset.
Henry was my service tech. He knew my dog's names and I kew he never missed Wednesday church services. Dell sent me a refurbished laptop in January. I love it. |
I honestly think that tech support has absolutely no idea how to fix your computer. Just saying this from my personal experience with tech support from HP in India. 
They had me walk through those same steps and repeating the problem over and over. They had no idea what the error message was, that I read to them over and over. 
God only knows what they had me do to my computer. They kept saying my Operating system was messed up and if I would just back up my stuff and do a system's recovery, which wipes out EVERYTHING, that my computer would be like new again. BIG problem, the doors no longer opened or shut on my CD Burner or DVD, no way for me to back up. (The problem was caused by a Norton's Anti-Virus update) Ultimately blocking Norton's at start up fixed the computer, so much for their problem they classified as an Operating system problem. When I did completely clean out Nortons from the system's registry, last month it took my computer down, taking out vital registry files. Needless to say I am not a fan of Norton's anymore. I finally remembered my neighbor fixed computer. I figured dealing with my blind (yes, Blind) neighbor would be a lot easier than calling any tech support again. He was able to back up all of my documents, e-mail addresses and picture onto a DVD. (The only thing I ended up losing was my IE favorites, could have been much worse.) He sold me a used DVD Player and I already had a new CD writer. I installed my new internal devices... he made sure they were connect correctly by having me read what the connections said. All of this cost me $30! Not bad for a computer that wouldn't even boot up in safe mode. That is 1/3 rd of what I spent calling HP and no aggrivation. What a relief!! 
I then reinstalled all of my software. That took a while. And loaded all my pics and document back onto the computer.
My computer is like new!  |
| I think Ron should post on this lol.
I know for a fact that most outsourced Help desk people are reading from a book. (they have no clue what they are reading) I also have heard that they give all of there reps management names like "supervisor". This way they can hand you off to someone who is not really in charge. I have done my fair share of tech support and I refuse to deal with out sourced people. I am not sure how to deal with dell being that you have to know what is causing the issues in the first pace in order to by pass their stupidity. Granted it is EXTREMELY hard to trouble shoot over the phone, its like a mechanic having you find the ping in your car over the phone. The restore your system is usually used as a copout, windows is known to screw up really bad (it is very poorly written software or at least alot of the apps that work with it are) To fix the issues it is extremely difficult and there are 100 different variables to go thruough. These people ussally don't have any idea what an executable is (those are the programs that you run when you click an icon) much less how to trouble shoot for errors. If there is a software issue a restore will normally fix it so first thing they are told to do is start from scratch erase everything. (they don't care about your data, or the fact its going to take you two days to install everything again  )
There are ways to test your pc to see if it is software before you call but they can range in tech skill from burning a cd to knowing the IRQ on your sound card. Anyway say your pc is rebooting if you have access to a free linux live cd (a cd that loads a whole operating system and does not tough your hard drive) You can boot to that and if the computer stays up and running for awhile then it may be software. If your computer still reboots you have taken all of there software totally out of the loop (remember your whole system is running from the cd) Now when they tell you to restore you can tell them that you ran a diagnostic cd and it rebooted in the middle of that. (mind you if your hard drive is bad you may still loose all your data) The dreaded FRU FRU stands for Field Replaceable Unit more and more companies are not covering alot of the installation of these because they think a user can do this. Examples are Hard Drive, Ram, Optical Drive. Oh and on a side note if you want to stop DSL Charter people from walking you through all of that do this and do that, just tell them you are running linux and not windows (9 out of 10 times they have no clue how to deal with this) |
| Ughh... so frustrated.
So I get the most expensive laptop they have recommended for media stuff, and I've had nothing but problems with this piece of doodoo Now the battery is dead and it hasn't even been a year. Apparently there are 25 pages of reviews on dell that wish they knew about the battery before buying this laptop since they've never had to buy a battery YEARLY for their other laptops. ...with shipping, it's $185 a year. No other options for other compatible batteries. /just a vent |
| not sure but most vendors warrant batteries, from 90 days up to a year. if Dell does not help try finding out who made the battery. Try a place like batteries plus they replace and sometimes can repair batteries but not under waranty. |
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