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Dell Support

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#1 rcfrgf


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Posted 10 June 2009 - 12:37 PM

When you call Dell Support (usually India) the first person you get is usually the lowest, least trained Tech. You can tell they don't know much when they pause or put you on hold. Besides asking others what to do, they are typing into the computer in front of them everything you say,(sometimes clicking is heard) and waiting for an answer to come up on their screen. Too, in poorer countries, the Techs don't have their own computers in their homes.
Then, after loads of misunderstanding they might offer a "fixit", another plan like "Dell On Call" $129 + fee per incident.("Our Software Section!")
More persistance gets you finally to a 2nd tier Tech who knows a little more. Once I got the most senior Tech in Bangalore. I stated the problem, then a 2 minute pause, then a little talk, then a 5 minute pause. He'd run out of ideas.
The big guns come out when you go to "Unresolved Issues". It's either India or the U.S.
In poor countries I think they have a tough time thinking "Outside the box". That's why I go to forums or "newsgroups" (as the members will beat into you at Microsoft.)
The art of FORUMS is trying to explain exactly the problem. That's why, simply , often it takes a number of exchanges, because you are trying to adjust to each others knowledge of technical language. The idea is to stick with each other. rcfrgf

Edited by The weatherman, 10 June 2009 - 03:47 PM.
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#2 MishY


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Posted 10 June 2009 - 03:02 PM

You can cut to the chase for many problems if people will use and post the info in event viewer that's logged in at the time of the error.
This of course applies to XP and Vista.

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