A lot of people like to rant about Dell Support. While I’ve had my share of problems with the hardware over the years (particularly laptop screens and motherboards), I’ve always found support to be quite good.
When I got home this weekend to cap off a great vacation, I found I couldn’t send outgoing email (although I could receive it - I’ve had this issue with Comcast before), and one of my computers appeared to have died - it would not boot, claimed there was no boot drive and would not recognize the drive ID.
When I bought this particular PC (an Optiplex 755) about 9 months ago I took the plunge and got Dell’s Gold 24/7 4 hour response support contract for Small and Medium Businesses. So I called Dell about 10:30 am Sunday morning after trying a couple of times and running the built-in diagnostics (which did not recognize a hard drive). Jason, the tech (NOT outsourced to India), walked me through testing (by switching the hard drive and CD/DVD drive cables) and determined that the problem was with the motherboard. He was great.
The motherboard arrived about 12:15 and the tech was there by 1 pm on a hot, horrible Sunday. Of course, it turned out that both the motherboard and hard drive were fried, so I didn’t get back up and running until Monday about noon.
But hardware aside, I think the moral is that if you get the proper support contract, you get what you pay for. And in this case the support was excellent – and on a Sunday no less.
John,
Good to hear you are back up and running. Thanks for sharing your experience - and thanks for being our customer.
Posted by: RichardatDELL | June 19, 2008 at 09:10 AM
Ah, interesting post regarding Dell technical support. I came across something similar some time back.
Posted by: Technical Support Company | September 01, 2009 at 03:57 AM