"Horrible technical support"1.0 starson by michaelkim88
Pros: Nice Design
Cons: Horrible technical support
Summary: In my 17 year IT career I have never been subject to such dissapointing technical support.
I opened an issue #620112399 4 weeks ago. It was a carry over from a previous incident I phoned in April. I am told "incredibly" that there is no record of this incident. I guess things happen so I accepted this and moved on. Regardless a new incident in logged on Sep 6th. That is the case number above. I am taken through a series of troubleshooting steps and 3... that right "3" goto assist sessions to help resolve my issue. Nothing helps and after over 2 weeks the XPS support staff finally come to conclusion that I need a replacement video card.
Great!, they recommend that I get teh new ATI series cards in crossfire to replace my NVIDIA 8800 GTX card in SLI. I'm okay with this expect for the fact that my 680i motherboard does not support those cards in that configuration. I find it bizarre that an XPS support technician in not aware of this and point this out. They confirm and then appologize. That name of that again is "Elenor". Their supervisor recommends then that I get a motherboard replacement and suggests that the new 790i motherboard will accept the new ATI cards. Well I think "WoW this must be an expensive and complex replacment" but okay... That is why I prucahse both "Next day business service AND Complete Care!" for extra $$$ with the system. But WAIT!... I ask... the new motherboard would it fit in my 720 h2c chasis? Dell support tech reps put me on hold again and then say... no...
Well that option is now down the drain. I suggest the new Nvidia 280 GTX cards. They say they need authorization for this from their "SSR" group. I say that would be just fine. Then they promise me a call back in 48 hours. Which mean I should be getting a call on the 23rd of September.
That date comes and goes without an update or call. so I calla gain to inquire when I would be recieveing the promise call back. A Dell supervisor by the name of "MACK" tells me "sorry" and assures me that I will get a call in the next 24 hours. I guess everyone can mess up... no problem... I say okay.
Another 24 hours comes and goes and still no call back. So I call again... "my second reminder call" on Sep. 24th. Again the apology and again a promise to call me back. This time at a predetermined time at 9:30 PST on the 25th. "Mohammed" the next supervisor apologizes and then assures me that he will schedule a call back at that exact time. Now I have a job of course so I need to make sure I'm availble at that time. So I do that. Again another day goes by and 9:30am comes and still no call back. Infact I don't get a call back that whole day.
Now I'm extremely frustrated. I paid $$400-500 extra for premium level support but I can't seem to get a simple call back. My system has not been working really since I received it on March 08 and I'm getting the serious run around here for a $5600 system.
I call again on the 26th and now I'm very upset but calmly explain how poor the service I have been receiving to date has been. The new tech support supervisor now informs me for the first time that the "SSR" group is backed up and that is why i have not been given my promised callback and resolution. She promises that without fail that by Monday I will be receiving my call back if not sooner. Now by this time I have receive 4. Count them. NOT 1, not 2, not 3 but 4... that is right 4 promises for a callback. So I reluctantly agree to this again... (you would think I would know better by now) but I wait again for this elusive callback from this "SSR" group at dell. Promises are made about emails sent "directly to the manager of the group" threatening punitive action if I do not get my call back... not from me but from the manager handling my case in support at the time to the manager of this "ssr" group if I do not receive my call back in a timely manner.
Can you guess what happens next?... that right... I wait another 24 hours and not it's 9/30/08 and still nothing. 5 promised call backs. I call again today (9/30) I get more hollow apologies, And more promises from another manager.
At this point I have to point this out to the general public of product consumers. I have lost faith. Can you honestly blame me? I have no alternative at this point but to make everyone aware of this poor service from Dell support and warn others about the apparent lack of any value
in Dell support, expecially their next day business support addons and their complete care program which apparently have no value.
I would also like to point out that I am a Customer Care Director and a large software company so I have hundreds of tech support agent that report to me and am well aware of support procedures and policies in my 17 years in this field. It is from this vantage point that I am making my observations which I believe are more than fair