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Dell's 2nd day Service & Support. - Review by Michael A | Dell Incorporated

Dell Incorporated


Dell's 2nd day Service & Support. 2/13/2007

Good luck ever getting any reasonable customer support. Being the largest retailer of computers & electronics in North America you'd think they would have some form of customer support for after the purchase. I bought Dimension 2400 with "next business day complete care" Took 15 phone calls & 3 weeks to have a motherboard replaced. They consistently had "no record of a service request". Took 2 & 1/2 hours to get a return authorization for a Dell 1700W LCD-TV because the "technical support" could not understand the concept of "TV powers up but there is no picture/video" I was asked 12 times to press the menu button & tell them what came up on the display by 5 different technicians. They finally decided that the video was dead. Real genius there!!! Was sent a "dead" Belkin 1500VA UPS again after numerous phone calls transfers to the "right department" & many "Lost" service requests they "PROMPTLY(???)" replaced it with an overnight delivery 1 month later. When you finally do get somebody, get a "trouble ticket" & call back 30 minutes later to verify that they actually did put in the service request & they will also send you a confirmation E-mail. If you don't get both, your "case" has been "lost" & must be resubmitted. Be advised the automated support system will automatically refer you to use the "online help desk" & hang up on you even if you have no access to the internet. 2nd day service will never happen & the "technicians" must follow a scripted troubleshooting procedure that is overly redundant & you will have to repeat the same process with every person you talk to. Expect about 3+ hours on the phone!!! more
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