Tech Support Report Card: You Be the Judge

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August 10th, 2009 by Todd Haselton  

Comments (10 Responses) 

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Tags: Tech Support Showdown, LAPTOP Investigates, features

10 Responses to “Tech Support Report Card: You Be the Judge”

1. John Hennessey Says:
   September 5th, 2009 at 7:54 pm

   As owner and use of Dell over the last 12 years, my experience with their Tech Support is different (and much better) than what’s reported in this Article. I’ve had numerous interaction with Dell’s Tech Support and it just gets better over the years. With the most recent advance in my experience being the Tecnician taking control of your computer and performing all Commands directly as though they were sitting at your computer. This feature value is of greater value with owner/user’s decreasing level of experience. As a user, you shouldn’t have to be super knowledgable and with this feature you don’t have to be. Despite the fact that some Tech Support folks are from other countries, the service is still great because it’s technician dealing with computer rather than technician dealing with customer who then has to execute and feedback to the technician. I recently purchased Lenovo Laptop and needed Tech Support and realized the great advantage Dell has in having a Support System where the Technician is able to directly access the problematic computer.

2. Tina V. Wright Says:
   September 9th, 2009 at 4:45 pm

   I have used Dell laptops for 12 years. From 1997-2007, I had 2 Dell laptops. And yes…they lasted for 5 years each. I maybe called technical support 2-3 times for each of these two laptops. During those 10 years, I only had to send one laptop back to replace the LCD display. I highly recommended Dell to my family.

   In 2007, I bought another 2 Dell laptops…One an Alienware m9750, the other an Inspiron 1420. I have already had to send the Inspiron back to Dell. I will have to send the Inspiron back to fix the NIC card. My Alienware has been sent back 4 times. I believe that’s enough said about the abysmal quality of Dell hardware.

   Since 2007, I’ve had to call Dell/Alienware support multiple times before they finally have the laptop sent back to their repair depot. I’ve had to rebuild my Alienware 12 times this year, just to have it sent back twice.

   I don’t know about other folks, but I don’t think that a customer who pays for extended support should be made to rebuild and reseat her laptop components before her laptop is sent back.

   I’m very disappointed with the hardware that I’ve received from Dell in 2007. I never had so many lockups and BSOD’s…and my 2nd laptop was loaded with all sorts of network diagnostics, since I was working as a network administrator at the time.

   Next time I buy a laptop, it won’t be a Dell.

3. Ron Marchalonis Says:
   September 29th, 2009 at 10:27 am

   I bought two Dell notebooks for my adult children in 2006, an Inspiron E1505 and E1705, and a Compaq f763nr last September for myself. I do my own maintenance, so a prime criteria is the quality of self-help materials.

   With the Dells, I’ve replaced failed hard drives and batteries on both. I went through three AC adapters while the E1705 was under warranty. I used e-mail to bypass waiting in a phone queue, and I obtained the replacements by DHL express with a minimum of fuss.

   Out of warranty, I replaced a keyboard and system fan on the E1505 (eBay vendors for the parts) and added a Bluetooth module (purchased from Dell) and replaced another AC adapter (Hong Kong online vendor) for the E1705.

   The Compaq is only 13 months old as I write this, and I haven’t had any major issues with it.

   My sympathy goes to the previous writer. If it was a car instead of a computer, there’s no way a customer would be asked to do that level of maintenance while the car was under warranty.

4. Basit Says:
   October 26th, 2009 at 5:02 pm

   What a bad experience with Toshiba will never buy this product and wont recommend this to anyone.

   Here is the story,

   More than a month back my laptop stopped showing display suddenly, no dropping no water no jerk no electric shock no nothing I treat my laptop like a baby suddenly it stopped showing display anyway I got upset I called Toshiba right away, my first call to them.

   I explained that Phillinipi guy about the whole situation he agreed to send me the empty box so I could ship ship my laptop to depot. I sent them they sent me a confirmation email that they recived my laptop. After 2 weeks YES TWO WEEKS they sent my laptop back maybe they had too much of work load I understand about the time I have no issues with it. When I recieved my laptop I opened it worked the display was working but I noticed that my keyboard had issues I thought it’s a software problem maybe I could fx it. I am myself a computer savy for last 12 years.

   anyway I tried my level best to fix the laptop but I found out that the problem is hardware not the software, I called toshiba with a soft tone again and I spoke to one of their Technician won;’t mention his name. He was very nice to me on the phone and he asked me to send back the laptop with Attention to his name. I requested him that this is the second time I am sending you my laptop and it’s been long I dont have any other computer so please fix it as soon as possible, he said don’t worry.

   So, I sent them my laptop and they returned my baby right in 1 week this time, but guess what ? one of their Technician put a bad scratch on the front panel of my laptop on the right side of mouse sensor, how smart is that and this show tthat how carefully they handle a customers item not only that but that genious guy also tried to rip the laptops base sticker where it says the model number and the serial number. Now what I get to understand from ripping the sticker maybe he was thinkin how to open the laptop there could be a screw beneat the sticker HOW DUMB IS THAT? he badly ripped it off and now the beauty of my laptop is gone the scratch looks ugly and the battery is not properly assembled it makes noise every time you hold pick the laptop or put it on the desk.

   The guy badly treated my laptop and that pissed me off, not because I paid couple of hundreds for this laptop it’s because this laptop is given to me by my wife. It’s a gift and the way she bought this laptop for me is priceless somethings in your life mean alot to you and ths laptop is more than anything to me.

   I called Toshiba, now just count how many times I have called them lol. anyway I called them I spoke to them and I demanded a new laptop because of this scratch and the sticker thingie, now what I get to know from them is that now thye wwill show my laptop to one of their engineer I am now waitng for the empty and will send them back for the 3rd time. I know sendng them back wont make their technicans happy but they wll be more pissed and they wll play with it too. I know that but I still have a hope I Will try until the last day of my warranty if not then it is my luck.

   I just wanted to share my story and feelings with all of you guys and pray for me so they could replace my laptop and send me a new one even if they dont then atleast fix mine.

   will update you if something interesting happens.

   Thanks.

   Basit.

5. Dave Says:
   December 2nd, 2009 at 9:14 am

   I currently own 2 laptops, a 2008 Dell 1525 and 2004 Compaq 5015.

   The Dell experience has been horrendous. It was a stock order laptop yet took 3 months to receive. I was sent only 1 message notifying me that the shipment was delayed, that was automated – nobody I spoke with at Dell had any information on the reason for the delay or when I might expect the new shipment date to be. Now 1 month after my official warranty has expired, I have a hard drive failure – no support whatsoever from Dell even though the drive vendor has informed me the drive does have a 3 year warranty (must be processed through Dell). Any attempt to submit or request information from the Dell Canada website somehow gets redirected to the US support staff. The only success I have is being redirected to a Dell site attempting to sell me some form of additional support.

   Terrible, Terrible, Terrible !!

   I have had 4 instances to solicit support for the Compaq, the last being 3 months ago – the laptop had not been on warranty for over 3 years, but I was able to resolve a problem caused by a Microsoft update through detailed information provided via Compaq support chat. Each support experience was similar – excellent & timely support. I’ll add that there has never been an issue with hardware, all troubles were driver / software based.

   If I had shown my loyalty to Compaq for their great service I would not have to deal with the mess I have with the Dell – a mistake I will not make again.

6. Ger Says:
   December 9th, 2009 at 7:13 am

   Call it Dell Hell!

   Scenario… I’ve been a Dell faithful customer since my “corporate” days and that carried over into my private business and personal life. I purchased a Dell XPS M1530 in early 2009 and was quite happy with my purchase. Somewhere around June I began having problems with my HDMI and DVI ports; one of the reasons I bought this computer since I use lots of different types of media extensively in my work.

   Tech support begins… In August I decided to finally get it repaired since by then the ports didn’t function at all. The first tech was dispatched to my house quickly. He received a MB (motherboard) to fix the issue; replaced it and my system began smoking after the replacement. Results of initial replacement repair: Bad part. Will send another.

   Second tech about 2 weeks later results: Bad part and he couldn’t get my original MB (which only had the issue with the ports) to post. It took him about 4 hours to get my computer back to its original condition. Dell requested that I send the laptop to them and would not offer a substitute/temp system. Since I was in the middle of a move AND I needed my laptop in order to run my business I decided to wait until I moved. It would take Dell about 14 days to fix my system. I couldn’t afford to be without it at the time.

   Third tech… (two months have passed) I moved to another state changed my Dell information to reflect new contact information. Waited an additional month and then contacted Dell again to fix my system since it’s getting close to the end of my warranty. Great tech BUT again… the new MB didn’t function. At least I had the forethought to PURCHASE another Dell (my mistake) as a backup so I at least could send and receive email while my primary system was out of commission. Dell dispatched a “back to depot” box to my new address and off it went to Dell Houston.

   The comedy known as support begins… To make a VERY long story short, my laptop is still floating around somewhere in the US. Even though the dispatched box was sent to the correct address Dell apparently sent the computer BACK to my previous address in NC despite me having corrected the address in every correspondence, in their system and via telephone and chat. I received the shipped email before I received an email stating that the laptop had been repaired. Immediately finding the address error and while the computer was still in Dell’s possession I telephoned support again and was assured that the computer was being shipped to the correct address – it wasn’t. I’ve spoken with no less than 10 people (not including dropped calls and outright hang ups); sent numerous emails (each of which assured me that the error had been corrected); I even tried to solicit cooperation from FedEx (not their fault). Where’s my laptop? As of this writing somewhere in IN (I live in VA). Heading where? I don’t know but it’s definitely more traveled than I am.

   BTW… this is the short version and the saga continues. After this, I am no longer a Dell customer.

7. Steve Says:
   December 27th, 2009 at 6:21 am

   I bought an HP 10 months ago and it had a major defect. Called tech support that day and after sitting through an hour of wait time was finally put onto a tech. Who stepped me through reformatting my computer. Which I had just done. He could not be convinced that the 2 hour process was completely unnecessary and the issue was evidently hardware related. After this and several other painful and unnnecessary processes which he was adamant would help me with my problem, and 4 hours since i placed the first call, i was finally granted an audience with the HP tech support guy. From this point they were very good. They offer a pick up service via courier, and the repairs took just over a week (the time to get a replacement part in from another city). It worked perfectly.

   9 months later and I’ve got serious overheating issues with CPU temps over 106C, burning smells, the lot. I’m going to call tech support tomorrow to see if there is a fix but it seems with this hardware (and insufficient cooling on the laptop) that replacing it will only give me another 8-10 months, and by then my warranty has expired. It would be really nice if they replaced it with a different model but i have serious doubts that it will happen.

   So in summary my experience with tech support is B-, product/build quality/reliability is D-. I will never buy another HP.

8. Dell User Says:
   November 25th, 2010 at 3:24 pm

   I have owned 3 Dell desktop machines and I have had fabulous support when I had any problems with my machines. I can never complain about Dell and I never bought extended tech support. Systemax laptop is another brand I had but they always wanted money when I called so I never used them for tech support. Acer on the other hand had pure idiots working for them. I had a problem with a laptop caused from a conflict between ACER software and the antivirus program. The only advise ACER gave was to reload the operating system 7 times. They could not give me any other advise. Big idiots, I would not buy from them again. THANKS ACER!!!

9. Reanne Says:
   January 7th, 2012 at 7:08 pm

   I had sent my computer to a local company to be fixed. I got screwed around. I called HP about 5 times and told them I need the serial and model numbers. They said I have to have a police officer call and verify its been stolen. In the state I live, this would be considered a civil matter that would require me to take the local company to small claims court. After trying to get the numbers a few different times, they kept telling me that I need to have the serial and product number to look up the computer….well, I was calling to get those! Obviously, I can’t get my computer back, and need these things for proof in small claims court. After debating with the tech about speaking to a supervisor for about an hour, I had stated, “Do you have a legal department that I can get the number for?” I was promptly routed to a supervisor and had gotten the serial number. This could have been an issue that could have been solved on the 1st phone call! Seriously DISAPPOINTED!!!!!!!!

10. Yaakov Says:
    January 31st, 2012 at 4:43 pm

    Woe though I go through the valley of Dell…
    I had been a loyal Dell customer for 10 years, including recommending Dell to many other users including institutions. NEVER AGAIN!
    Got ripped off by Dell dealer who supplied me with a unit that did NOT anywhere near match the specs I ordered, he took an enormous price, refused to exchange it or take back & refund my $$. It was INCAPABLE to do what I needed for my work. I had to rent another computer on of having bought the Dell due to its worthlessness.
    Then it starting loosing drivers, loosing data & erasing data from the offboard backup drive! Then it up & died!
    After attempts to Chat went nowhere, I tried FAQ’s & on-line support pages. Diagnosis was motherboard fault. Called support line; after 3 calls finally got a technician sent to me, BUT he was given incomplete information, & brought the wrong parts. He took it back to their lab where it has been sitting for a month.
    Calls are fruitless, a letter to Dell headquarters in Round Rock Texas never got answered. A 15+ minute long distance call there got TOTAL refusal to deal with my case because it was purchased outside of the USA. The fellow even refused to send a message to the local support center to get on the ball & do their work right!

    This is the last time I buy a Dell & will never recommend them again. Their loss since we are arranging a computer training class for our rehabilitation center. They loose a sale of over 20 computers.

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