Wrestling with Tech Support after 1 year
Written: Mar 15 '01 (Updated Mar 25 '01)
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Pros: Tech support IS really toll free
Cons: Parts keep failing
The Bottom Line: If and when I go shopping for another computer, I will be looking at two main things - 1) customer service & 2) rate of failing parts..and weigh those factors.
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| rhubarb's Full Review: Dell Dimension XPS T700r |
I bought a Dell XPST (700) about a year ago. Got the extra on-site,in -your-home warranty/service agreement to go with it, too. I had heard so much about Dells, and was thrilled to get one.
For whatever reason, Dell put a 750 in mine instead of 700..I think they were out of 700 at the time. There was no extra charge for this, and I thought that was really nice. I also thought this was indicative of what to expect from Dell in the future.
It was delivered in a matter of days and we had no difficulty getting it unpacked and set up. Began using it right away. It worked well and that pleased me immensely. I am not one that requires a super computer - I just like to have one that works, keeps on working, and which has very few if any problems. If it has problems at any point, I want those problems fixed without a lot of time, bother, or energy on my part.
After several months of owning the Dell, the mouse started doing wild and crazy things. I called tech support. I found them to be very nice, very polite, and to take considerable time in trying to fix any problems. I was told to try this and that, call them back if there was any further problem, etc...
I had to call back as the solutions didn't fix the mouse. On the second call, the tech support person I spoke to wasn't nearly as nice or as pleasant. I was directed to do this and that, and to call back if there was any further problem.
I ended up making a number of calls, as nothing was working. I asked them if they could just replace the mouse, as it seemed the mouse was nuts. I was told to try something else, and to call back....(deja vu)
I read the discussion boards at the Dell site, and found that the mouse problem I was having had already been experienced by a number of people. All pretty much had to have their mice replaced before things would work right.
I mentioned this to tech support on one call (that a large number of people reported on the boards about the particular type mouse going nuts). This time my tech support person was *anything* but pleasant. He told me he had never heard of such, and that he REALLY didn't think it was a bad mouse. He was actually kind of hateful about it.
:(
In the end, Dell sent me a new mouse. I started using it and am still using it, with no problems. I went on my merry way surfing for a couple more months or so, and then received a BILL for the mouse, along with the statement that it must be paid. I called Dell, and Dell told me that I should just ignore the letter. okay..
Some time later, the CDROM drive quit working like it should. I made more calls to tech support and a number of things were tried before Dell determined I needed a new CDROM drive. They told me there would be a man to come and replace it in the next day or so.
No one came the next day...or was it two? I called Dell again, and there was no record of anyone being assigned to come replace the cdrom drive. The number I was given by tech support on the previous call (the number which they give you as a reference number for your "order") according to them didn't exist. So ..had to go through the "let's try this, let's try that, let's try still some more" routine once again. Eventually, Dell came to the conclusion a new CDROM drive was needed. They sent a man and this time he DID show up. He replaced the CDROM drive, and it has worked well ever since.
Now it appears there is something wrong with ..the modem? Despite all that tech support has tried, nothing has worked to make it "fixed". I spend an entire afternoon after work AND an evening, until after midnight, conversing with tech support in multiple calls. The tech support has by and large been very nice, courteous, and has spent lots of time trying things to fix it. We tried this and that and the other. We've uninstalled things, reinstalled things, done msconfig things, hyperterminal things, and restore things, and still I get amazingly low connect speeds...sometimes going at 7000 bps or 12000 bps...other times it won't connect at all.
We went to the trouble of putting another computer on the same phone line, in the same exact jack, etc. The other computer had no problems, and connected at 49,000. The telephone works on the line equally as well.
We've tried using IE, and then tried using Netscape. No difference. We've tried two different ISPs. No difference.
One tech support person told me she would have to research the problem and it would take maybe an hour,at which point she would call me back.
I never received her call back. :(
Tech support now tells me to call the phone company and have them come and check the lines. What?! The other computer connects and goes just fine on the same line - I thought they ruled that out early on.
The Dell has been a good computer, by and large, most of the time, but this bit of parts breaking has me wondering. I thought they would use the best and expected that breaking parts would be very few in number, if any. Either they are not using "the best" in parts, or else I just happened to get the one in a million Dell that had a bad mouse, a bad CDROM, and now maybe a bad modem. Hopefully nothing else.
It will be a while before I can get the phone company to come and check out the lines..a few days probably. Am I wrong in feeling like this latest "let's try this" is just a way of putting me off?
I have looked at the Dell message boards to see what others are saying. Evidently, there are quite a number of people who have experienced similar problems with the modem (the specific one in mine), and quite a few of the posts say it has been a real pain getting tech support to do anything about it.
My high opinion of Dell has been lowered at this point. WHY on earth do so many computer companies and software companies use a "try this, try that, call another time if that doesn't work, we'll give you more things to try so you'll be trying things eternally and we won't have to fix anything for at least another week or two or three or more" approach? How many times does one have to call? How many times does one have to try this and that and the other (repeating the same things over and over for the new tech support person one receives each time he calls back to tell them it didn't work)? How many hours/days does it require of the customer to try everything under the sun?
There's a 3 year onsite, parts and labor warranty/service agreement. If something isn't working right, then they should come and try out all those things themselves..whatever..just fix it. The customer shouldn't have to roll up her sleeves and dive in - isn't that why the customer pays for the warranty and service agreement to begin with?!
If you buy a new refrigerator, and it fails to work properly, does the refrigerator repairman tell you how to start taking the refrigerator apart and to call him back if whatever he suggested doesn't work? No, he comes and fixes the thing. It should be the same way for a computer.
I am happy to report that my Dell has run well MOST of the time, but to report that owning it has been trouble free would not be true. Still, it has run far, far better and has had much less in the way of problems than my earlier Compaq Presario. For this I am grateful. I am, however, very disappointed that it appears that just about all tech support people - for whatever brand - use methods designed to put off the customer...
Let's see..what is the usual scenario? First, to assume that the customer is an idiot, and is clueless about computers. Baffle them, and those that are truly clueless will cease calling and think THEY are the cause of the problem. Second, blame should be placed on all other things possible before admitting there is something actually wrong with the computer itself...I can appreciate "ruling out" a number of things, but I think that often this is taken way too far.
I am quite frustrated and disappointed. Maybe my Dell computer problem will work out,and they'll eventually get it fixed. I hope so. At least I *CAN* call a toll free number, and at least I don't have to wait for an hour for someone to answer...
But I'll be looking for a better computer, with better service than what I've received. Does it exist? I don't know. I'll report back with the outcome when this latest difficulty has resolved, in whatever way it resolves.
Until then, I cannot recommend this Dell computer, and instead need someone to recommend to me something better.
UPDATE: They fixed it. I contacted the phone company and once again verified that the phone line was fine, and placed another call to tech support. At long last, I connected to a tech support person who was helpful - he looked at the records, and made sure that a techie would come and replace the modem. The weekend passed, and the techie arrived. It took only a few minutes and the computer began connecting like it should right away.
Problem solved. Hopefully I won't receive a bill.
Getting things fixed can be difficult - I don't much care for that, but at least Dell WILL fix whatever breaks - I've found that it takes quite a bit of time, quite a few phone calls before that happens, but at least it happens.
With this in mind - I don't know if there are any others out there with better service - this MAY be as good as it gets in computer world. I am therefore recommending Dell to others - Dell WILL follow through on their warranty/service, though there may be a hassle at times getting that to happen...other brands I've dealt with did NOT follow through, even after tremendous time and hassle, so Dell has the upper hand there.
Perhaps with the surplus computers and the less than robust sales computer companies have experienced lately, customer service will become more important, and all brands will get better when it comes to service. We can hope, anyway.
Recommended:
Yes
Amount Paid (US$): 2200
Operating System: Windows
Processor: Intel Pentium III
Processor speed: 701-800
RAM: 128
Internal Storage: CD-ROM
Hard Drive (GB): 31-40
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Epinions.com ID:
rhubarb
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Location: On an Appalachian hilltop
Reviews written: 19
Trusted by: 2 members
About Me:
Saved by Grace, Momof4, Elementary Teacher, Lung Cancer Survivor, Avid Ebayer, Shopper of the Century
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