Dell Saga Continues

So I called the number supplied by Dell in their email, which stated "Ce numero vous permet de nous joindre pour ce dossier sur une ligne prioritaire." This apparently translates in practice as - this priority line means you will have to wait just as long as usual.

I called the priority line and was put on hold for 5 minutes. When I ended up speaking to someone in the non-warranty department and had to point out that my warranty was still active, I was transferred to the under-warranty line and you guessed it – put on hold. Ironically the hold music was Bobby McFaren's Don't Worry, Be Happy. At long last, when I had the privilege of speaking to a person again I had to give my office telephone number because the guy claimed they had tried to reach me several times without success (despite evidence to the contrary). It's funny that Dell support appears to be the ONLY people who can't reach me on my mobile number. Once again I was put on hold.

At the end of the call the tech had the nerve to ask me if I was satisfied with the service. Uh, let me think about that. NO!! I told him that I was not satisfied because it took too long and was too difficult to resolve the problem. He said that someone would call me back today and we would definitely resolve the problem. Mr Tech Support then added that I had a nice accent in French. Sorry buddy, but that was not the time to try charm me.

So far I've sent 2 emails and have spent about 40 minutes on the phone with Dell (at least 30 minutes of which on hold) and my computer issue still has not been resolved. At this rate, I may need to steal the Brit's idea and send Dell an invoice for my time.

Dell Support SUCKS!

I hate dealing with Dell tech support. First I tried calling the number for people outside of their country. The guy didn't deal with Inspirons and transferred me - I got cut off. Next I called the French number and was immediately put on hold. When I finally talked to someone I explained that I had an Inspiron still under warranty and gave the service tag. He transferred me. The hold message said it was for computers not under warranty and to have your credit card ready. When someone finally came on, I explained that my laptop is still under warranty and gave the service tag again, he looked it up and confirmed that it was still under warranty then transferred me to someone else. I tried to explain the problem to this guy (who doesn't speak English of course) he didn't understand. I tried to explain again and he gave me an email address to send photos of the screen. 15 friggin minutes of being on hold and getting transferred just to get an email address!!!

All of this was over a week ago and I didn’t get a response to my initial email so I sent it again pointing out that it was the second time. Dell responded that they had tried to contact me and I wasn’t reachable. This despite the fact that I don’t have any missed calls or voice mails on my mobile phone (the only number I gave tech support) since sending the email. So now I have to call them again. Every time I have to deal with Dell support in France (I have no idea if it’s any better in other countries) I become more convinced that they take classes in how to give customers the run around in the hopes that we’ll just get fed up and disappear.