A customer emailed me

[WebmasterAlex]

With a bunch of links to sites that say how lousy Dell technical support is and the problems people have. I asked her why she had wasted all that time. She said she was bored being on hold with them for 2 and 1/2 hours!
I can beat that, I once spent 4 hours on hold waiting for Gateway technical support.
You can't win!

Actually, in reading some of these I learned a lesson. One of their tricks, if you have problems, is to string you out with tech support past the 30 day return period and then say you can't return it. Apperantly they even have "return" specialists to talk you out of it. If you are having problems with a new Dell and it is getting close to the 30 days INSIST on returning it. It's in the agreement and you have the right, rather then going past the 30 days and being stuck.
The other thing they do is replace parts with used ones, even if your computer is brand new. This happend to a customer of mine. He purchased a new dell notebook, it died after THREE days, the one they sent back was REBUILT!!!!!

 

[debster812]

Wow,

We got our Dell in January, the hard drive is 'dying a slow and painful death" (Dell tech's words, not ours).

My husband called in on a Monday morning (of all days), spent 35 on the phone with an actual tech (only spent 6 minutes on hold) and she had him try some diagnostic stuff, which the hard drive would not even let him do. She sent us a new hard drive the next day, and we will be back in business tomorrow, once one of the techs at my office re-images the new drive.

I thought Dell tech support was great.

 

[aahmom1]

I called Dell because of a problem once, I think I was on the phone for 3 minutes and they sent me a replacement part overnight express and it arrived by 11:00 the next morning. I was impressed and that's not easy to do.

 

[WebmasterAlex]

The problem is that it is spotty, I have gotten right through and had problems solved fairly quickly. I have had nitemares, it all depends on what the problem is and if you hit the right tech.

 

[vickyBaby]

I know someone who works in the same industry as you Alex, and they say the same thing about Dell.

 

[Chattyaholic]

We had similar problems with our IBM Aptiva computer, it was a nightmare to try and get things resolved while it was still under warranty!!!

 

[Mskanga]

We have 3 DELL computers and we have had the best technical support ever, before we had the DELLS , we had an IBM aptiva, now that was a nightmare and we had one problem after another. Since we have DELL , we have had one major problem , my modem died on me but after doing all the testing with them on the phone , I had a new modem in my doorstep the next da. I have never waited more than 3 minutes for technical support and always got satisfactory results, plus the warranty is very good but I believe this has something to do with these computers being purchased under my husband's business account, he buys them through his job.
We are a DELL family , dude!!

 

[Blondie]

We too are former IBM Aptive owners---never again! We're loyal Dell customers!

 

[Dan Murphy]

My Dell experience has been flawless also. I have had two experiences of phone support, and other than a few menu prompts to route the call, I talked to someone in a minute or so. My one question was taken care of with one reply. And the other had a service rep visit my home the next day after my call. Sure have sold me on their support. I would say a Dell again for me when the time comes.

 

[Tony-NJ]

I just ordered a Dell! Now I will never buy an HP again! I have one that's 3 years old ready for a 3rd hard Drive!!!

 

[ripleysmom]

It just depends. We have a Dell and are very happy with it but DH had to reformat the machine once and they gave him wrong info on how to set it up again.

 

[browneyes]

My SIL had major problems with her Dell laptop. They replaced just about everything on it-it was less than a year old. They finally replaced it. It took them about a month or so of coming out to work on it, replacing parts, etc. before they finally gave her a new one. It was a HUGE headache for her. My brother thinks Dell has the best phone support though.

HP has the lousiest support.

 

[WDWHound]

Our company purchases all of our computers from Dell. We have never had a problem with service or support. The quality of the service we recieve is the main reason we stay with them. I have had the same quality service and support with my Dell at home.

 

[PandyPaws]

Ya know, I think you can compare the industry to the car industry...some folks just wouldn't be caught dead in a Ford and others swear by them. Some love GM while others have had nothing but problems, etc.

Like TonyNJ hates his HP...I have purchased four of them over the years, all still operating with no problem. I've had nothing but great tech support experiences with HP, the few times I needed it.

Now, on the other hand, my friends who have (or had) Gateways and Dells have had nothing very nice to say about them I believe you either just get a lemon or you don't...or a great techie (or mechanic) or a bad one.

Computers or cars...we're at their mercy if we don't know how to fix them ourselves

 

[charlie,nj]

Like dester812 the hard drive went on our new DELL. I also got it around January and it was about 3 weeks old. (hmmmm, bad batch of hard drive’s?) The hard drive clicked when the computer was turned on and then died. I couldn’t be bothered waiting for tech support so I went to CompUSA and purchased a new hard drive. I put it in myself and reloaded all of the software. I have not had any problems since.

 

[WebmasterAlex]

I think Pandy is right, if you have good luck you like them, if you have problems that changes fast.
Charley, they must have a bad batch I have heard so many people have that problem.
One thing I noticed, for all you folks that they shipped parts too, are you supposed to have "at home" service? As far as I know all new dells come with that. One thing I noticed they do is to try to get you to install a part when you have paid for them to do it! Of course they are glad to over night a part you have saved them a ton of money over sending a tech out. Basically they are getting you to do the service that you paid them to do!

 

[fklhou]

While we had some problems with being put on hold, Dell took care of us when we had a problem Eventually, Dell replaced the hard drive, the motherboard and the keyboard trying to fix a problem. They even sent a contract tech support person to put in the motherboard. He was wierd but he got the job done. While not tremedous service, the problem was fixed after several tries.