Painless dell return - Page 2

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:

mejinks · 11-10-2006, 11:57

"I'l let you into a secret son, I've forgotten more than you will ever learn about computers, so when I say the hard disk is broken, believe me, its broken. Now, please send me a new one"

Worked for me with Compaq.

Kell_ee001 · 11-10-2006, 12:08

Quote:

Originally Posted by mejinks

"I'l let you into a secret son, I've forgotten more than you will ever learn about computers, so when I say the hard disk is broken, believe me, its broken. Now, please send me a new one"

Worked for me with Compaq.

We get too many "BT Computer Engineers" (old phone guys who got a crash course on how to put the PC together when we opened) to believe lines like that

Garp · 11-10-2006, 12:12

Dell have always been fantastic when I've phoned. Main thing to do is make sure you've got the service tag, and make sure you've got as many notes about what you've seen, error messages and the like. Not sure what their home user support is like but for public and corporate sector I've always got through to Ireland, had conversations with someone that actually speaks english, and never had any difficulties arranging for replacement parts when things screw up.

Quote:

Originally Posted by mejinks

Worked for me with Compaq.

Wish it did for us. HP/Compaq support = pile of dog poo. Took them 5 days to get the correct parts out to us to fix a server for which we have a 4 hour carepack; and that was only after my boss laid into them something cronic.
Each time you phone up, regardless of where you are or what level of support you have, you end up in India speaking to someone who's grasp of the English language is comparible to a 4 year old, and faced with a system whereby even if you provide them with the carepack and serial number for the server they can't even tell you what it is or what parts are in it. Classic example:

"We've got a CPU Fan failing on the server"

"Okay sir, what is part number being of Fan?"

"How can I tell that when the server is live?"

"Turn it off?"

"I can't do that, its live, and customer doesn't want it turned off unless absolutely critical, i.e. only when we do the fan change"

"What is part number being of Fan?"

*gets irritated*

"Can't you tell me from your records? I've given you a serial number, a part number, its a DL380 G4"

"What is part number being of Fan?"

"You tell me"

"I will go away and check our records and back phone you in 10 minutes"

*half an hour passes, and I phone up HP again*

"Hi, got a support ticket, number blah blah blah."

"Ah yes, the note says you're finding out the part number of the fan"

Gnghhhhh!!!!!

Kell_ee001 · 11-10-2006, 12:22

Just to prove a point!

Just has a pass-back from my repair team as Dell require further explaination on my notes...

"When you say the PC does not boot and you can hear the fan only, what do you mean?"

"When you say all the diagnostics lights on the base-unit comes on an d stay on, how many lights are lit up?"

"You said the monitor works fine so does the monitors self test come on screen when disconnected from the computer?"

Burble · 11-10-2006, 13:23

Despite the tech support issues, Dell are a pretty good company to deal with. I had a call from my account manager when I left the office to see what my plans are on Sunday 26th November. I'm free that day so I've been invited to see Manchester United v Chelsea at Old Trafford. Free footy tickets and as much hospitality as I can drink ftw.

Daz · 11-10-2006, 13:23

I think I need to call my account manager

Burble · 11-10-2006, 13:25

Well, I've not had a freebie from them for at least 3 months!

Mark · 11-10-2006, 14:41

I've had two replacement fans and a keyboard out of their tech support department. They did ask me to go through some diagnostics (not the Dell ones) with the first fan. Fair enough. The second one, I just said 'I've had this fault before', and that was good enough. Keyboard was no questions asked.

All my Dell kit is out of warranty now, so if it breaks, it breaks. I so want a D820, but the price is a killer.

Daz · 11-10-2006, 14:47

Look at some of the resellers dude, that's what I did with mine. £699+vat was a steal for what I got, with a finance option to boot.

Failing that keep an eye on the outlet.

11-10-2006, 12:22	#15
Kell_ee001 Wants Big Meat Join Date: Jul 2006 Location: Newcastle Posts: 6,478	Just to prove a point! Just has a pass-back from my repair team as Dell require further explaination on my notes... "When you say the PC does not boot and you can hear the fan only, what do you mean?" "When you say all the diagnostics lights on the base-unit comes on an d stay on, how many lights are lit up?" "You said the monitor works fine so does the monitors self test come on screen when disconnected from the computer?" __________________

11-10-2006, 13:23	#17
Daz The Stig Join Date: Jun 2006 Location: Swad! Posts: 10,713	I think I need to call my account manager __________________ apt-get moo

11-10-2006, 14:47	#20
Daz The Stig Join Date: Jun 2006 Location: Swad! Posts: 10,713	Look at some of the resellers dude, that's what I did with mine. £699+vat was a steal for what I got, with a finance option to boot. Failing that keep an eye on the outlet. __________________ apt-get moo

11-10-2006, 11:57	#12
mejinks Magners Join Date: Jul 2006 Posts: 2,865	"I'l let you into a secret son, I've forgotten more than you will ever learn about computers, so when I say the hard disk is broken, believe me, its broken. Now, please send me a new one" Worked for me with Compaq.

11-10-2006, 13:23	#16
Burble Rocket Fuel Join Date: Jul 2006 Posts: 7,826	Despite the tech support issues, Dell are a pretty good company to deal with. I had a call from my account manager when I left the office to see what my plans are on Sunday 26th November. I'm free that day so I've been invited to see Manchester United v Chelsea at Old Trafford. Free footy tickets and as much hospitality as I can drink ftw.

11-10-2006, 13:25	#18
Burble Rocket Fuel Join Date: Jul 2006 Posts: 7,826	Well, I've not had a freebie from them for at least 3 months!

11-10-2006, 14:41	#19
Mark Screaming Orgasm Join Date: Jul 2006 Location: Newbury Posts: 15,194	I've had two replacement fans and a keyboard out of their tech support department. They did ask me to go through some diagnostics (not the Dell ones) with the first fan. Fair enough. The second one, I just said 'I've had this fault before', and that was good enough. Keyboard was no questions asked. All my Dell kit is out of warranty now, so if it breaks, it breaks. I so want a D820, but the price is a killer.