Spent 45 minutes on a tech support call with DELL to get two displays replaced. Mind you, this was the second call because they disconnected me on the first one. When she asked for my phone number the second time, in case of disconnect, I told her okay, but it was not very useful the first time around. She asked me for the serial numbers of the displays. I told her that these displays never had a sticker on them with any identification since we purchased them. Later in the call, she asked me to provide the serial numbers. I reminded her that earlier in the call I told her we did not have any stickers with serial numbers or DELL identification on the displays. Later yet, she told me that they really needed the serial numbers. I told her that perhaps they should have put them on, then! Sigh.
I am getting the monitors replaced. I am still without my sanity.
Oh, and the joke below… I am embarrassed to say it took me a minute before I got the punchline! I blame DELL.
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Tech Support .. Always so helpful .. Logitech is the same way .. No serial number no help
And let me guess, you were probably talking to someone who didn't sound like they were in Round Rock, TX?
+Marcel Bennett Perseverance got me through and we are getting two replacement displays. Not easy, though.
+Rob Go Yup. Personally, I don't care where support is at, but if they could, perhaps, TRAIN THEM then that would be peachy keen neato.
two week lead time on new monitors?
I feel your pain Scott. I once spent a total of 291 minutes on hold with AT&T trying to get a new DSL line set up. I decided to keep track after the 3rd time they hung up on me..
291 minutes .. wow thats like … lets see … mutiply by 2 ..then carry the 1 .. then divide by 0 …crap universe exploded …i tried -_-
I once got called up by Dell two times on the same day because they wanted to verify my online purchase of a laptop. Apparently they just couldn't understand that I didn't have a fixed line phone and they didn't knew how to complete my order without this information. They even asked me if I perhaps could provide the fixed line phone number for my university instead (which I refused). In the end they just accepted that this piece of information wasn't available and accepted my mobile number (the one they had called twice) as my primary phone number (just as I had inputted it in the first place). I think a few employees at Dell need to get some courses to be able to handle costumers in an acceptable way.
Tech support these days is a big joke. By the time they get around to taking care of something you've already figured it out! Yeesh!
+Dan Wilcox Agreed. When you have to have replacements, it's like pulling teeth telling them you have already done every possible thing you could do to trouble-shoot the problem.
And it's almost like they never understand it seems.
I dont have a problem with call centers in India (those guys are generally really polite and as helpful as they can be…as opposed to some american call centers where i get someone with a heavy southern accent that act like i am putting them out by asking them to do their job….i talking about you laqueesha with direct Tv) but if you are ever curious about weather or not they are from india try to get them to say a word with the long "O" sound like noodle or poodle the indian people have an almost genetic inanability to pronounce it correctly (not all of course) just like most russians have problems with properly pronouncing "V" and some asains with the "R" (again not all but a lot since these letters or sounds kinda dont exsist in their native language)
I had a friend who worked on software that allowed customer support centers to prioritize their calls. Major purchasers (i.e. corporate accounts) – move to the top of the queue, and maybe even get the top support tech. Individuals – try this hold music, and… (type in very specific problem) response: "Now – what I would like for you to do is to check for me to see that your computer is plugged in?"