I am doing a project for one of classes and we have to pick a company and identify a problem with that company and propose a solution for said problem. I chose Dell's customer service and I was just hoping that some of you could share your experiences with Dell's customer service, good or bad. Thanks.
As a business user with Dell for many years, my experience has been quite good. At work, I also have quite a bit of experience with HP support on servers. If given a choice, i would rather work with Dell than HP.
As a home user, owning 2 Dell desktops in the past, I have been completely pleased with my service experience on these machines.
I had a recent case open with Dell, which was resolved satisfactorily by e-mail and a self repair by me.
I suspected some RAM had gone bad, which we eventually agreed was the case and I asked if the RAM modules could be sent direct to me rather than go to the trouble and expense sending the computer back to Dell for a warranty repair.
Dell agreed, the RAM arrived within two working days and since I replaced the two faulty modules I've had no more problems.
So yes, overall I've been satisfied with Dell's service experience. Put it this way, it is superior to anything HP can offer.
When I bought the computer it was provided with a free pick-up-and-return 2-year warranty on parts and labour, which was a major factor in deciding to buy the machine.
I once had an issue with an old Dell laptop, and I found a web chat for support on the site. IMO, web chat is way better than phone for support. I always take that option if available.
Dell Malaysia is decent. At least in my experience back in 2007 when I got an Inspiron from them, and later in 2008 when I ordered a spare power adapter. Their follow-up emails were fairly prompt and shipping pretty much arrived as predicted.
I picked them at the time since my sponsor only covered machines bought from Dell. Otherwise I don't really have a brand preference; would've simply walked around the major retailers and bought what matched my price/performance needs.
I have worked for Dell Technical Support for 2 yrs. I'd say the service was much better in the past than today. If you call up their call center now, they're interested more in selling upgrade things like RAM, external HDD, etc. rather than solving your problems. Still, the experience in working with them was quite good. Their customers are generally happy.
Dell's products are generally inferior at most price points, but you're paying for better support and service, and better driver management (especially if you're using enterprise systems to deploy and manage, like SCCM). Toshiba has never been anything but terrible after the sale, and the company I work for stopped providing them as a hardware choice after a few years mostly because of it (90,000+ seats... not a small org).
In my experience, other than the e6500 debacle, Dell's hardware really is "good enough" at most price points, and those price point differences are significant enough that it isn't worth the somewhat better hardware of say an HP or Lenovo when the Dell "will do" at the same price with the knowledge that you're also going to get service and support as a trade-off that doesn't suck. This is a generalization, of course, and YMMV, but that's my experience in the corporate space. In the personal space they fall down just like every other hardware vendor in support and service, but I suppose that's the price you pay when buying the cheapest thing you can find.
Quote