DELL Computers / support service

DELL Computers / support service

October 3, 2005

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Subject: DELL COMPUTERS ?/upport

Date: Please post: I have purchased a Dell home computer system July 1st, 2005. I had paid for "technical assistance at home service" . The sam is : Dell 's technical service is via phone or e mail/ chat. The phone service doesn't answer until about an hour after being on hold.. I once waited over 4 hours, and then surrendered! The "at home service" that you pay for can only be done if you need apart replaced. To get a part replaced you have to go back to technical...and if you are fortunate enough to speak to a rep, then you're case will be sent to a " specialist" ( in my case a printer specialist), where you can either call and wait for hours at a time or they will call you back. Dell's techincal/ specialist/customer care service is a scam because they never answer or return a call and continue to record additional case numbers which becomes a dead end issue. Oh yes, after about a 2 week wait I did receive a call @ 1:30 AM...because they were calling from India, and didn't know the time in the USA! At this time, it's very difficult to follow over 1 - 2 hour instructions to restart the entire system! I have been calling about a printer problem, which they acknowledged, but still hasn't been resolved since mid July....and this is on a brand new system. Their sales department will sell you anything with promises of rebates( which are later denied) , excellent customer 'care',( which doesn't even come close).To get thru to a rep by any means is a farce! They promise a personal phone extension, which don't even work! Before you by a DELL consider how important customer service is! The computer is great...only if you have NO problems or need service! Lots of Luck! Thanks! jill

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Comment On This

Unfortunately, you are not the only consumer who has reported problems with Dell's "at-home" service. My firm is investigating these allegations. I encourage anyone having problems receiving warranty service to contact the Law Office of John W. Davis, 4445 Eastgate Mall, Suite 200, San Diego CA 92121, or email me directly at jwdesq AT yahoo.com