Dell Support is Awful
Mar 02 '02
The Bottom Line Think about what kind of support you will need before buying a Dell.
Dell is a company which cares mostly about selling computers, and very little about supporting its existing customers. Dell support, despite whatever awards it claims to have won, is notoriously incompetent and inflexible. A typical call to Dell support involves navigating through a complicated menu of support options, most of which are automated. If you manage to find a human being at Dell, they are likely to be in the wrong department. When you ask them to transfer you, they simply send you back to the main menu and you have to start over.
Once you get the right support tech on the line, you will soon realize that they are doing nothing more than reading note-card responses to your questions. Dell technicians are trained to fix most software-related problems by reformatting your hard drive and reinstalling your software. They are completely unconcerned about any personal data you may have had on your hard drive.
Hardware problems are worse. Your warranty is totally inflexible. If your agreement says you have to send your computer in to get it fixed, there is absolutely no way to get a technician to come out. You can't even offer to pay extra for the service. I have a friend who actually had the onsite support agreement, and still had to send his laptop in for three weeks. Dell does not provide loaner equipment while your computer is in the shop.
If you are thinking about buying a Dell, be prepared to troubleshoot all of your software problems. Also, examine your warranty very carefully. My advice is, it's probably not worth it.
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