Stuck In Dell Hell? Try The Unresolved Issue Form

Chris said he was able to finally get his faulty Dell computer returned by filing out a report at their unresolved issue link. This was after a week of going through crappy Dell “trouble shooting” which treated him like a child and made him repeat steps over and over again. He writes, “I’m an advanced technician at my office, I manage over 50 computers and 8 servers, so when I tell Dell their box isn’t working, I mean it.”

So if you’re stuck in Dell Hell, give the unresolved issue link a whirl. — BEN POPKEN

Comments

Edit Your Comment

  1. erock0 says:

    The dell XPS support is AWESOME. They don’t treat people like children and I sometimes chat with them for a good amount of time. Then again I am calling support so something has to be wrong.

  2. myth90045 says:

    In my previous job, I dealt with Dell alot. I Purchased 100+ computers from them for a university. out of those 100+ about 10 or so of them had problems out of the box or what not. Before my company allowed me to become a dell certified tech, I had to call customer support just to get parts delivered to my office. After dealing with them for 5+ years, I have had my fair share of being talked to like a kid. My advise is this: if you know what is wrong with the computer, i.e. a dead hd or a non-functioning optical drive., tell the dell tech you have done the basic steps.
    For hard drive replacements/optical drive: tell them, you ” reseated the cables, swapped out the problem item, with another computer of the same model and it didnt work on the 2nd computer.” After this, dell will send you a tech with a part.

  3. Buran says:

    @myth90045: I’ve done that before (I, too, know what I’m doing) and I get the “humor me” attitude and am forced to do the same things I’ve already done. I did write an angry letter to the company but they never responded.

    Next time, I’ll just politely ask for name and number to keep a record of who I talked to, then say “Since you are not capable of understanding that this is pointless, I want to talk to your supervisor.” And report the guy.

  4. louiedog says:

    The unresolved issues form was a godsend for me. After working my way up to executive customer support over the course of a week (plus the week prior dealing with the problem they couldn’t seem to fix properly) I landed a rude guy who wouldn’t help me. I filled out the unresolved issues form and 3 days later I had someone who really wanted to help. I was out of town so I didn’t respond within a couple of days and he wrote back to check up on me. He was extremely pleasant and made sure I was happy.

  5. Moosehawk says:

    I haven’t had too many problems with Dell. Yet. They sure seem a lot better than MPC anyway.

    I work as a support tech for a school district, and we are starting to order Dells as standard for any new student and staff computers. We haven’t had any problems with them yet.

    MPC used to be our main supply for computers, but their tech support is terrible. Plus their computers are low quality. In the past 3 months, I’ve RMAed 3 power supplies, 3 CD-Rom drivers, and a monitor. All from only one lab of 30 computers!

  6. enm4r says:

    @Buran:

    I have done this, in so many words. I too was a lab technician for years, and for all intents and purposes more knowledgable than the CSR who’s reading out of a book.

    I was helping some family that bought two identical Dell desktops, one with a HD that was DOA. So I call, before I state my problem inform them “I have two identical Dells that were purchased at the same time. I am a PC repair technician, and have done 1, 2, 3, 4.” And listed out all of the steps I used to narrow down the problem. He insisted that I go through the steps. I disagreed and informed him that I’d like to talk to his supervisor after taking his name again.

    I explained how pointless and trivial it would be to go through the motions again, not to mention waste everyone’s time. I insisted I knew what I was doing and in detail explained all that I had done again and that it should not be Dell policy to treat me like a kid as you explain how to check a molex connector for connection when I obviously knew what I was doing. He finally agreed and we then worked on getting me the new HD.

    Point being, I don’t think the supervisors really care, nor do I think anything happened to the initial CSR that I talked to.

  7. shdwsclan says:

    Some dell parts are ok.
    I dont know if they still buy their PSUs from PC Power and Cooling but yeah, their machines had the best PSUs money can buy….
    I mean yeah, I only have a cheap antec PSU in mine, but PC Power & Cooling PSUs are like double to tripe the $70 of an antec PSU at same capacity.
    You basically paying for better larger/heavier and more parts inside the PSU which also in turn, you are paying for efficiency.

    I never actually owned a dell in my life so I cant speak for them, I usually build my own servers and desktops which do last MUCH longer than any OEM machine.
    Only exception was to buy cheap PPC from apple or a barebone sun machine because those components are either rare. Especially special ram for some sun machines…

    For laptops, its always been IBM. Probably have to change now, since lenovo bought them and their are destroying the thinkpad brand by rebranding them as lenovo thinkpads.

  8. marike says:

    I’ll reiterate that Dell XPS support is awesome. Their chat support is soooo helpful (it’s how I get past the Indian accent and staying on hold forever on the weekends). Not only did I not have to repeat myself, the CSR repeated my problems so I knew he understood everything, and not only did he understand everything, he addressed everything to the point that I was amazed and shocked (in a good way) at the level of service I was getting. I thought for sure I’d be calling again and again to get our handful of problems fixed (broken power button, missing drivers disc not in the original shipment and a known graphic card issue).

    And, if that wasn’t enough, the CSR called us the next day to see if the problem persisted and he gave us his e-mail addresses in case we needed to get a hold of him again in the future. And, when we emailed him, he emailed us back first thing when he got into the office (he even gave us his working hours so we’d know when to expect a reply) and 2 days later, a repair guy was here to remedy 2 of the 3 problems (the third one will be fixed with the motherboard switch that is being offered to all XPS 700/710 owners).

    What really surprised me is that we purchased two refurb’d XPS 700s from their outlet and I expected second-rate service, but never has anyone mentioned it’s refurbished or that we should expect less. Even when one of the computer’s specs didn’t match (the confirmation email and the website had different specs), we called their tech support line, the CSR called Texas and spoke to a Dell tech there to confirm what we were getting, and two days later when the computer arrived, she called again 15 minutes after it had arrived to make sure it was exactly what we had ordered.

    Oh, and as a tip, if the chat queue you need is ever closed because of the high-volume of people already waiting, get into any open queue and when you get a CS rep, tell them your problem and they’ll put you into the correct queue regardless if it’s closed or not.

  9. erktrek says:

    Okay, not to defend Dell too much (or other large support sites) sometimes you might THINK you’ve done everything but actually not.

    Speaking candidly with the reps there you get stories of people insisting they know how to do something (say turning a laptop off for example!) and won’t listen or outright lie.. It’s very easy to do when egos are involved.

    Even though I consider myself fairly tech savvy – I’ve built/repaired/supported many different types of computers for myself and my clients I still miss some obvious things on occasion. Walking through the dumb stuff first is always a good idea. Good to establish a baseline for additional support if needed.

    Also doesn’t Dell offer levels of paid support? If you are a business then you would expect to get treated a bit differently (at much higher cost I guess).

    My experience is you keep a pleasant if not sympathetic attitude and take it step by step. One of the major stumbling blocks has been the tech insisting I reinstall everything from scratch..

  10. bmcgann says:

    I had great luck with the Better Business Bureau in dealing with Dell (and with other companies, for that matter). I had problems with an MP3 player I purchased from them. It eventually fried so they sent me a new one which also didn’t work. I filed a complaint with BBB and within a week got a call from a Dell rep. I didn’t get the chance to call her back and she kept calling. After 3 or 4 tries she said they’d refund my credit card for the full amount of the MP3 player which I had purchased a year earlier.

  11. drkkgt says:

    How strange, my company has nothing but Dell’s now and I have never had a problem with support the few times I have had to use it. The difference is that I use the email system.
    I used their account software to log all my computers into the system on their web site, then I just click the link and send them an email. Only once was I asked to try something new but the other times they send the parts or a tech to replace it. No hassle what so ever. This has worked from a bad display on a laptop to faulty controller on a server.

  12. CumaeanSibyl says:

    Some of the dumbest support stories I’ve ever heard started out with “I’m a system administrator and I know what I’m doing, so don’t you patronize me!” Come to find out the caller had kicked out a cable, or tried to boot with a random floppy in the A: drive, or decided to “reorganize” the files in the system folder…

    I think every tech support worker has run into a customer who claims to be a technician, and who may actually be one, but who still thinks that you push the power button on the monitor to turn off the computer. There are as many incompetent “professionals” in IT as there are in any other field, and you can’t afford to assume otherwise.

  13. rugger_can says:

    Hey buddy. If your such a big tech-head. Then why the heck are you calling? If you know the issue TELL THEM. Strait out, if you don’t then shut the hell up and do what your told. Who cares if you tried it 20 time’s its metrics they have a job to do, let them do it.

    People who claim to be the next bill gates and they run server farms of millions of computers that do billions of dollars in business a second often call about simple to resolve issues and start to espouse their volumes of knowledge. Only to be humbled by that fact that they neglected to update a driver since they set up the computer. Or my personal favorite when a customer knows whats wrong with a computer but purposely won’t tell you.

  14. rugger_can says:

    Sorry for the dub.

    On a side note, in the industry dell is the company to beat. Their business customer care and technical support model is emulated by every business around. They win awards yearly in the industry and are considered by most to be the leading consumer computer support network around.

  15. rugger_can says:

    @enm4r:

    I suppose you would have been happy to have his employment terminated because he was trying to do is job.

    What you fail to understand is that they NEED to do these steps WITH you. You may be a tech but in the eyes of Dell (or any other company) your just another customer with an issue to be resolved, they obviously wanted to resolve the issue and it sounds like you where the one wasting time by escalating because a rep wanted to go through the trouble shooting steps.

    And its nice you demean the person in your post, most tech reps are hard working and knowledgeable, however many have to support multiple product lines and fix a myriad of issues in a confined time span, so they run by a playbook of known resolutions to the issue you described to them. They start at A and work to the end. That way if they need to replace a part you and they both know they did everything they could to fix it without having to force you to wait for the delivery of the part.

    As someone in the industry you should know better. Shame on you.

  16. swvaboy says:

    Does anyone have the equivalent for HP? I have been going in circles with them for over 2.5 months now.

    When I call the regular number at their corporate office and try to get anyone in position of power, the operator either transfers you to Executive Customer Services, which has been of no help.

  17. JohnP at Dell says:

    Thanks for helping us call attention to the unrevolved issues link on the opening page of Dell.com. It’s one of many initiatives Dell has launched to help improve the experience for customers who are having problems. We’re trying to keep the lines of communications as wide open as possible. In the blogosphere, for instance, we have teams of seasoned resolution specialists who proactively look for issues to work. Their mailbox can be reached at customer_advocate@dell.com.

  18. billco says:

    The problem with Dell is that they’ve got some business overseas, and some business in-country. The overseas support can get really ugly because they typically don’t give a damn what happens to you. They’re just a subcontractor who gets paid per call. The local techs are theoretically better, though low-wage support agents are not all created equal, but it is in their best interests to serve customers quickly and efficiently, partly because most techs naturally compete for a higher spot in the stat rankings, and partly because they don’t want to get yelled at by the customer :)

    The other thing to keep in mind is that if you’re calling as a home user, you get sent off to the residential support queue. The good news is: their techs are as good as any. The bad news is: they’re used to dealing with people who either aren’t technical, or are technical but full of shit :) That’s why it might seem like they’re making you do dumb troubleshooting steps, really it’s more of a mind game sometimes.

    The scenario is quite different on the corporate side, as those techs are used to dealing with IT staff. That’s where I used to work, and if someone called me up and said their hard drive was dead, I’d take their word for it 9 times out of 10, because they’re used to dealing with us and they know exactly what we need, e.g. model/serial numbers, error codes etc. I could still do hand-holding if the caller needed it, but usually the guy at the other end of the phone was at least as qualified as me so we were speaking the same language. I didn’t need to tell those people “unplug the keyboard cable, blow in it and plug it back in”. Chances are the IT guys checked their cables before calling tech support.

    So… If you’re a power user and you don’t want to spend your life talking to irritating tech support guys, buy from the business division and get the business-class support that comes with it, usually at no extra cost.