The conclusion (hopefully) of the Dell support saga: happy ending. Yes I finally got through, and spoke with a competent tech who patiently went through his script with me to make sure there wasn’t a power cable problem, etc. and after a short time realized the monitor was defective and sent a new one out. It arrived a few days later, and sent the defective one back, and it’s working great. They even made two followup calls — a day after my call with the tech guy and then a couple of days after it arrived to make sure I was happy with it. I’m still hesitant to recommend Dell, but I’m no longer a rabid detractor, as I was starting to become.
A couple of notes:
- I made a comment in the first post about the tech’s “thick accent.” I was trying to avoid the latent (well sometimes outright) racism you see in a lot of complaints about the incompetent Indian phone techs, as if being Indian had anything to do with it (I think that’s going to be the real legacy of outsourcing, as it currently works… a subject for another post). Instead I sounded generally xenophobic. It is frustrating to have to spell my email address 5 times and still not be sure if the person on the other end got it, but that’s something we’re all going to have to get used to as business continually gets globalized. This may be one of those times where the more I try to explain what I meant the worse I sound. Suffice to say I was merely frustrated with the overall experience and I took the low road and picked on the accent. Mea culpa. We are the world.
- It seems that one of the technical issues with Dell’s outsourced phone support is the phone system itself. It is bad enough that the person will preemptively give you the phone number they’re about to connect you with, saying “in case we get disconnected.” This part really makes you feel like you’re dealing with a rinky-dink operation that doesn’t care much about service.
- Speaking of the phone system: I kept a log of this “journey.” One of my notes says in all caps “MENU HELL.” Don’t people study this problem? Isn’t there a whole science to arranging a menu system which requires the fewest steps to get to the right place? I guess they charge too much for Dell. There should be a way to do this online, for any product you purchase from the company, not just whole systems.
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