Note: I always blog about my experiences when dealing with Dell Technical support, both good and bad.

This time:-

I have a 8 month old Dell Optiplex GX620 USFF (Ultra Small Form Factor)

This box randomly reboots about once a day. I swapped out the customers computer and got this one back to base.

I ran a barrage of tests on the PC, including Dell’s own and Memtest86. All the diagnotic tests passed, I ran them for over 6 hours, so I wasn’t going to get a quick “this is the problem” answer.

Anyway placed a call with Dell Technical Support, and told them about all the tests I did, and they agreed to replace both the Motherboard and Memory.

The call took about 15mins.

I am quite happy with the level of support I received.

Link: http://www.dell.co.uk

I had a faulty LCD Panel on a 2 Year old Dell Latitude D610.

I gathered all the useful information from my remote user, I then placed the call and got an engineer commited to coming to site to replace the LCD (on next business day support).

The call took about 15mins.

So well done Dell, that level of service meets my expectations of your service.

Link: http://www.dell.co.uk

I had a rant at Dell Technical Support last August for keeping me waiting for nearly an hour and not answering my call.

This was during the battery recall period, and I guess they could not cope.

Yesterday I had to get a faulty Laptop power brick replaced, The whole call took 13 mins and this is how its supposed to work.

Well done, good service deserves to be highlighted just as much as bad.

Link: http://www.dell.co.uk

I have been waiting in a telephone queue for Dell Technical support.

I have a customer’s laptop with a keyboard problem.

Its been 30mins so far, just some random piano playing.

At what point does this cease to be customer service and become no service.

33 Mins) I called the Dell 0870 number, its actually costing me to Time and Money, to not be served.

I spend between £60k-£100k on average with Dell every year. But I guess I’m not special enough.

37 mins) and its 16:50 in the pm in the UK, its getting dark.

While I wait Can I ask any reader of this post to consider never buying from Dell. Go find a company prepared to give you the support you have paid for. I’ve never bought an Apple Mac but I hear they are nice.

42 mins) I cant really deliver service to my own clients because I’m stuck here waiting listening to the Muzak.

45 mins) Still waiting. I am shocked; clearly I am not going to be getting any help today.

Dear Dell, You cannot call it support if you don’t answer the phone. If I put a one of my clients on hold for 45 mins, they would find another support partner.

48 mins) I terminated the Call.

I logged a complaint (for the waiting).

A multi billion dollar company, without the resources to answer a support call.

My customers issue is still unresolved. Its my job to deal with things like this. What joy.

Link: http://www.apple.com