Comments on: The polished turd that is Dell’s Gold Level Support department really isn’t all that supporting

By: Nodns

Nodns — Fri, 16 Oct 2009 04:47:15 +0000

Clearly Jonfuller doesn’t get it. If you pay for support and receive support from a person who was obviously not qualified to be doing free support for a dial-up ISP and it costs you multiple hours of your time, you should complain. If companies pay for high level support and this is what they are subjected to if they do not ‘bash’ them then they become part of the problem. It is not alright to take my companies money and not provide the service level you sold me.

Also, you do not look cool using the word “homie”. It doesn’t make you look like one of the cool kids, you just look like an idiot trying too hard.

By: mrdenny

mrdenny — Thu, 15 Oct 2009 22:11:46 +0000

The Dell support isn’t free. We paid quite a bit for Dell’s Gold Level Support. If they had simply admitted that the problem was beyond what they could fix, and brought Microsoft into the mix before the 5 hour mark I would have been happy.

Or if they had done some troubleshooting which had actually moved towards some sort of resolution that would have been fine. Repeatedly checking that IPv6 is disabled isn’t a worth while trouble shooting technique when the Server won’t boot into normal mode.

If I’m paying your company for support, then I expect you to be qualified to fix the problem, or to at least recognize that the problem is beyond you quickly and refer me to someone who can support it. 5 hours isn’t quickly. I had to push to get this referred to Microsoft. Dell’s wanted to send an engineer to my site to look into the problem. Odds are this wouldn’t have helped any more than looking at it over the phone.

By: Jonfuller

Jonfuller — Thu, 15 Oct 2009 13:58:32 +0000

I don’t get this. You have a problem so you go to someone not nearly as qualified to fix the problem because it’s free. And then proceed to bash them that they can’t fix the problem though they had tried hard to fix it? Sorry homie, looks more like your thought process on fixing problems is more the polished turd than Dell.

By: Bkelley

Bkelley — Thu, 15 Oct 2009 13:27:08 +0000

Yup, I feel your pain. Dell is on my do not do business with list, too, at this point due to their sterling customer support. Mine just involves a laptop, so nowhere near as critical or as costly as yours, but it’s the same principles at play: treating people the way you would want to be treated.

By: SQLvariant

SQLvariant — Thu, 15 Oct 2009 12:54:24 +0000

Denny,
I love how there’s an ad for Dell Notebooks at the top of this page