Painless dell return

Zirax · 11-10-2006, 10:20

I can't believe it! My hdd on my laptop self destructed last night, just after I had finished backing everything up

I called Dell today and a replacement hdd is coming tomorrow, not bad I was expecting one heck of a fuss from them

Burble · 11-10-2006, 10:25

They can be really hit or miss. In the past I've phoned them, said the hard disc is buggered and a replacement was arranged straight away. It is more common though that (despite me called Gold support) I'm asked to reboot the machine, try the hard disc in another machine, jump through hoops and so on.

I found that a good moan at my account manager usually sorts things out. When I get treated like an idiot by tech support I call my account manager and politely ask him to get it sorted for me.

Daz · 11-10-2006, 10:31

You learn how to deal with tech support, gold or not. If a disk is failing/has failed I just tell them its clicking. 5 mins, new drive on its way, thank you very much.

The uber server guys are excellent though (expert center is it? I can never remember). They're proper techies who'll do whatever they can to solve a problem, even send out a selection of parts to find the faulty component.

Burble · 11-10-2006, 10:35

Quote:

Originally Posted by Daz

You learn how to deal with tech support, gold or not. If a disk is failing/has failed I just tell them its clicking. 5 mins, new drive on its way, thank you very much.

That sometimes works, but sometimes doesn't which is a bit frustrating.

Quote:

The uber server guys are excellent though (expert center is it? I can never remember). They're proper techies who'll do whatever they can to solve a problem, even send out a selection of parts to find the faulty component.

Oh aye, they're very good. Luckily I very rarely have to talk to them.

semi-pro waster · 11-10-2006, 10:34

I've only phoned them once and it wasn't even my laptop but I found them to be pretty good, ok the guy didn't have much of a clue about what was wrong but he sent out a replacement keyboard(the keys got remapped at a hardware level) for the laptop with next day delivery. This was in Canada though so I don't know what their service is like here.

Kell_ee001 · 11-10-2006, 10:35

We have to deal with Dell on behalf of our customers - as it's been said, they are really hit and miss. Their favourite thing is to run the Dell Diagnostics

It can get really annoying!

You can sit there and tell them its not booting, the HDD is clicking and its not even recognised by the BIOS.... you have to run the diagnostics before we know what it is!

Burble · 11-10-2006, 10:36

Ah yes, because running diagnostics on a drive which is making horrible noises and not being picked up by the BIOS is going to help.

Daz · 11-10-2006, 10:37

No word of a lie, I've never ran it. Maybe I just sound too much of a **** on the phone to faff around with

Burble · 11-10-2006, 10:38

I've had it several times and it frustrates the hell out of me as my account manager is well aware of

Kell_ee001 · 11-10-2006, 11:03

Quote:

Originally Posted by Burbleflop

I've had it several times and it frustrates the hell out of me as my account manager is well aware of

Well it frustrates most people, especially when they're expecting Dell to call to arrange a swap out and not us to call to do more (pointless) troubleshooting :undecided:

11-10-2006, 10:20	#1
Zirax Goes up to 11! Join Date: Jul 2006 Posts: 4,577	Painless dell return I can't believe it! My hdd on my laptop self destructed last night, just after I had finished backing everything up I called Dell today and a replacement hdd is coming tomorrow, not bad I was expecting one heck of a fuss from them

11-10-2006, 10:31	#3
Daz The Stig Join Date: Jun 2006 Location: Swad! Posts: 10,713	You learn how to deal with tech support, gold or not. If a disk is failing/has failed I just tell them its clicking. 5 mins, new drive on its way, thank you very much. The uber server guys are excellent though (expert center is it? I can never remember). They're proper techies who'll do whatever they can to solve a problem, even send out a selection of parts to find the faulty component. __________________ apt-get moo

11-10-2006, 10:34	#5
semi-pro waster Provider of sensible advice about homosexuals Join Date: Oct 2006 Location: London Posts: 2,615	I've only phoned them once and it wasn't even my laptop but I found them to be pretty good, ok the guy didn't have much of a clue about what was wrong but he sent out a replacement keyboard(the keys got remapped at a hardware level) for the laptop with next day delivery. This was in Canada though so I don't know what their service is like here. __________________ "Your friend is the man that knows all about you, and still likes you." - Elbert Hubbard

11-10-2006, 10:35	#6
Kell_ee001 Wants Big Meat Join Date: Jul 2006 Location: Newcastle Posts: 6,478	We have to deal with Dell on behalf of our customers - as it's been said, they are really hit and miss. Their favourite thing is to run the Dell Diagnostics It can get really annoying! You can sit there and tell them its not booting, the HDD is clicking and its not even recognised by the BIOS.... you have to run the diagnostics before we know what it is! __________________

11-10-2006, 10:37	#8
Daz The Stig Join Date: Jun 2006 Location: Swad! Posts: 10,713	No word of a lie, I've never ran it. Maybe I just sound too much of a **** on the phone to faff around with __________________ apt-get moo

11-10-2006, 10:25	#2
Burble Rocket Fuel Join Date: Jul 2006 Posts: 7,826	They can be really hit or miss. In the past I've phoned them, said the hard disc is buggered and a replacement was arranged straight away. It is more common though that (despite me called Gold support) I'm asked to reboot the machine, try the hard disc in another machine, jump through hoops and so on. I found that a good moan at my account manager usually sorts things out. When I get treated like an idiot by tech support I call my account manager and politely ask him to get it sorted for me.

11-10-2006, 10:36	#7
Burble Rocket Fuel Join Date: Jul 2006 Posts: 7,826	Ah yes, because running diagnostics on a drive which is making horrible noises and not being picked up by the BIOS is going to help.

11-10-2006, 10:38	#9
Burble Rocket Fuel Join Date: Jul 2006 Posts: 7,826	I've had it several times and it frustrates the hell out of me as my account manager is well aware of

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