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ukbodypilot ukbodypilot is offline
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Default Dell support online chat - total waste of time - 12-23-2009, 05:01 PM

07:00 AM System You are now being connected to an agent. Thank you for using Dell Chat
8:07:01 AM System Connected with Swaroop_206834
8:07:13 AM Robin Pengelly hi
8:07:25 AM Swaroop_206834 Hello Robin.
8:07:37 AM Robin Pengelly my system was delivered yesterday and has a missing part
8:07:46 AM Robin Pengelly the WWAN module is not installed.
8:08:01 AM Robin Pengelly The antenna wires are there, so is the SIM slot but no card
8:08:17 AM Robin Pengelly I have verified by opening the plastic door and seeing the empty slot
8:08:26 AM Swaroop_206834 Thank you for contacting Dell Hardware Support. My name is Swaroop and my rep ID number is 206834. How may I help you today?
8:09:11 AM Swaroop_206834 Thank you for bringing the issue to us.It will be a pleasure to assist you.
8:10:25 AM Robin Pengelly hello?
8:10:56 AM Swaroop_206834 Please give me 2 minutes.
8:10:59 AM Robin Pengelly ok.
8:11:21 AM Swaroop_206834 Thank you.
8:14:42 AM Swaroop_206834 Than you for staying connected.
8:14:51 AM Swaroop_206834 Meanwhile, may I have your alternate contact number and best time to reach you incase of a call back required?
8:16:01 AM Swaroop_206834 Are we connected?
8:16:59 AM Robin Pengelly yes
8:17:04 AM Robin Pengelly 949 500 4017
8:17:07 AM Robin Pengelly (USA)
8:17:36 AM Swaroop_206834 Thank you.
8:18:37 AM Swaroop_206834 To confirm, The system you are using is Inspiron Mini with Windows 7 as the Operating system. Is that correct?
8:18:41 AM Robin Pengelly yes
8:18:45 AM Robin Pengelly mini 10v
8:19:22 AM Swaroop_206834 Thank you for confirming.
8:20:37 AM Swaroop_206834 Robin is this the service tag of the computer.
8:20:42 AM Swaroop_206834 XXXXXXX
8:20:47 AM Robin Pengelly yes
8:21:17 AM Swaroop_206834 Please give me 3 minutes while I pull you account information.
8:21:34 AM Robin Pengelly ok
8:21:47 AM Swaroop_206834 Thank you.
8:25:07 AM Swaroop_206834 Robin I would require another 2 minutes.
8:25:16 AM Robin Pengelly ok
8:25:27 AM Swaroop_206834 Thank you.
8:27:23 AM Swaroop_206834 Thank you for staying connected.
8:27:47 AM Swaroop_206834 Robin have you ordered for the WWAN.
8:27:58 AM Robin Pengelly yes, it is listed on my invoice
8:28:28 AM Swaroop_206834 All right let me recheck it once again.
8:29:24 AM Robin Pengelly here is the line
8:29:25 AM Robin Pengelly 1 M190P Module,Information,Mobile Broadband,DW5530A,Inspiron $0.01
8:29:53 AM Swaroop_206834 Robin, I'm checking you r order details.
8:30:46 AM Robin Pengelly It has taken 25 minutes for you to get nowhere - this is a waste of time
8:31:18 AM Swaroop_206834 I'm sorry for this .
8:32:28 AM Swaroop_206834 Thank you.
8:32:53 AM Swaroop_206834 As per the order details it is mentioned.
8:33:43 AM Swaroop_206834 Robin I request you to please check it in the device manger.
8:34:11 AM Robin Pengelly If you read my description you will notice that I OPENED THE COVER AND THE MODULE IS NOT INSTALLED
8:34:58 AM Swaroop_206834 Robin I request you to please check it once in device manager.
8:35:19 AM Robin Pengelly Ok, i have the device manager open, there is no 5530 listed
8:36:22 AM Robin Pengelly T H E W W A N M O D U L E I S N O T I N S D I E T H E C O M P U T E R
8:36:38 AM Swaroop_206834 Thank you.
8:36:58 AM Swaroop_206834 Well Robin you need to purchase it separately.
8:37:51 AM Swaroop_206834 Are we connected?
8:37:54 AM Robin Pengelly No, that is wrong - I ordered the model WITH the broadband module, the module IS listed on the invoice as being supplied BUT IT IS NOT THERE

8:38:24 AM Swaroop_206834 Okay.
8:39:29 AM Swaroop_206834 Robin, May I know how much amount was charged.
8:40:17 AM Robin Pengelly it was a refurb unit from the outlet store. here is the invoice which I am sure you can also see.
8:40:20 AM Robin Pengelly

Sub-Total : $319.00
Shipping : $10
Tax : $28.77
Order Total : $365.77

8:41:04 AM Swaroop_206834 Please give me two minutes.
8:47:04 AM Swaroop_206834 Thank you robin.
8:47:14 AM Swaroop_206834 I appreciate your patience and time.
8:47:28 AM Robin Pengelly 40 minutes so far...
8:47:59 AM Swaroop_206834 Well I have checked all the details.
8:48:54 AM Swaroop_206834 Have you purchased a CdMA or GSm.
8:49:00 AM Robin Pengelly GSM for AT&T
8:49:19 AM Swaroop_206834 Thank you.
8:49:54 AM Swaroop_206834 Robin you need to contact cingular in this case.
8:50:20 AM Robin Pengelly Swaroop, you have totally wasted my time
8:50:56 AM Robin Pengelly I will now have to call the 800 number and try to get hold of someone in Dell USA - if there is still anyone working support within the USA
8:50:59 AM Swaroop_206834 I'm sorry Robin,I could not have given you the wrong resolution.
8:51:10 AM Swaroop_206834 I'm really sorry for this.
8:51:15 AM Swaroop_206834 Cell Phones and Cell Phone Plans - Wireless from AT&T
8:51:16 AM Robin Pengelly WASTE OF TIME
8:51:21 AM Robin Pengelly goodbye
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macagain macagain is offline
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Default You should fwd it to Michael Dell - 12-23-2009, 05:25 PM

Ask him if he thinks this is acceptable service.
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danmanx danmanx is offline
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Default 12-23-2009, 05:49 PM

Wow....that is some extremely bad tech support. Dell must pay them 50 cents an hour. Even a 12 year old would've probably been more helpful.


Dell Inspiron Mini 9 / Custom XP Pro SP3 / 2GB Mushkin RAM / 4GB Stock SSD / Mini BT USB Dongle / 16GB Class 6 SDHC
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ukbodypilot ukbodypilot is offline
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Default 12-23-2009, 06:25 PM

Quote:
Originally Posted by danmanx View Post
Wow....that is some extremely bad tech support. Dell must pay them 50 cents an hour. Even a 12 year old would've probably been more helpful.
So I thouht I would call to get a better response. Over an hour on the phone so far and 8 different tech/customer support reps and NONE of them can resolve the problem. One even told me that I should not have bought a PC with WWAN as Dell don't support it.

It's comical - this is probably the worst technical support I have every experianced. Kids reading from a script in a sweat shop call center in goodness only knows where.

SHAME on dell.

---------- Post added at 06:09 PM ---------- Previous post was at 06:03 PM ----------

...now talking to agent #10 who tells me.....I am talking to the wrong department....again.

I think I am stuck in an infinate loop of transfers.

---------- Post added at 06:25 PM ---------- Previous post was at 06:09 PM ----------

....found the trick, ask for a manager. #11 is going to mail me the missing part.

45 minutes of online chat and 1 hour 43 minutes of phone time with a total of 12 dell staff.

WOW.
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Zathu Zathu is offline
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Default 12-24-2009, 02:41 AM

Every time I order from Dell I cross my fingers that my order doesn't have a problem causing need to call support. One call easily takes the buying experience from great to terrible.
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TobyRhino TobyRhino is offline
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Default 12-24-2009, 03:48 AM

Wow, that's really bad.

The one time I've needed dell support (here in Australia), they were great.

I literally emailed them one day, and by the following day there was a Dell rep in my house fixing my mini.

Sad to hear about your service -I hope you find someone with half a brain cell to get you your WWAN card. EDIT: (oh wait, you did )
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mechdrew mechdrew is offline
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Default 12-24-2009, 05:00 AM

Wow, that is just sad. I didn't have near that trouble with my web chat, took 36 minutes total, only one support rep, and his troubleshooting was actually helpful. He even remote controlled my computer during that time! In the end he sent a repair box to me which got here 36 hours later and my Mini was back with a week, all under warranty. (The problem was a really loud static hiss on a spare Mini 10v, bad motherboard.) I guess I got lucky!


Dell Mini 10v | Mac OS X 10.6.2 | XP Home | Windows 7 Home | 2GB RAM | 160GB HDD | BIOS A05 | USB Legacy: ON | USB Wake: ON | BT: None | NBI 0.8.3 Final
http://osx.mechdrew.com - News and Guides for Installing Mac OS X via NetbookInstaller - Now on Twitter

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Starmanager Starmanager is offline
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Default 12-24-2009, 06:28 AM

Well no wonder Its a Dell. I turn away from Dell because this Problems does happen more and more so the Quality of Support gets worse. Mr. Dell is to far away from his Company to see the Problems. So I hope a new Company comes and show how Support works.

Merry Xmas You Guys.

Starmanager
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holmes4 holmes4 is offline
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Default 12-24-2009, 12:56 PM

My experience with both the consumer and the business side of Dell is that the business side is easier to deal with, but MOST of the time I can manage to get what I need from the consumer side. The most frustrating thing I run into is being told that I have to call a different number even when the previous one was given to me by someone else at Dell. I'll admit that the difficult-to-understand Indian accents don't help (I work with quite a few folks from India and usually can manage ok), as does their insistence on following a script and panicking when the call departs from it.


Steve
Mini 9|2GB RAM|64GB RunCore|Intel 5300|Windows 10
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adriantannerisb adriantannerisb is offline
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Default 12-26-2009, 12:32 PM

Quote:
Originally Posted by Starmanager View Post
Well no wonder Its a Dell. I turn away from Dell because this Problems does happen more and more so the Quality of Support gets worse. Mr. Dell is to far away from his Company to see the Problems. So I hope a new Company comes and show how Support works.

Merry Xmas You Guys.

Starmanager
Whatcha doin' on a dell forum, dell hater?


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