Ding dong dell...
It's painful being on this old PC again. Why am I so in need of being connected to cyberspace when I'm not even connected to the human race? Answers on a postcard...
I could say some more about Dell's customer service, I think: -
The guy I've been dealing with said I may be asked for feedback. He said, "I hope you are satisfied with my service, if you are in any way dissatisfied please let me know." This is a little like being snogged by the salesboy after you've bought a pair of cheap jeans in Top Man, but I figure it's better than listening to someone in Mumbai reading out a script.
About ten years ago, I had a hard drive failure on a Dell machine and had a mighty battle getting them to provide me with a new HDD. Despite the indications, their support people insisted on taking me through scripted diagnostic procedures, at the end of which they informed me that my hard drive needed replacing. Oh thanks, duh! Okay, I realise that they needed evidence, but it was ridiculous.
These days, it seems Dell are a little more open to taking the word of the customer. I tried their telephone support and it was pretty hopeless (suggesting that I use online chat with an engineer to diagnose a problem on a computer that I couldn't get past a 'safe mode' diagnostic screen). In desperation, I tried their email support from work, expecting it to be even worse, but I ended up with a human being who has not only agreed with my diagnosis and replied to my emails within the hour, but wants to know if he's satisfied me. His name is Paul.
I'm taking the day off tomorrow and - as I was reliably informed by a man in Mumbai, who recited my address and date of birth at me - an engineer is coming to my house to replace the hard drive. He could turn up when I'm on the toilet, he'll probably only install the operating system and drink my tea, and the hard drive obviously shouldn't have failed in the first place, but I'm encouraged by the fact that days after reporting a fault Dell will have someone, tooled up, on my doorstep*.
N
* Assuming he turns up.
I could say some more about Dell's customer service, I think: -
The guy I've been dealing with said I may be asked for feedback. He said, "I hope you are satisfied with my service, if you are in any way dissatisfied please let me know." This is a little like being snogged by the salesboy after you've bought a pair of cheap jeans in Top Man, but I figure it's better than listening to someone in Mumbai reading out a script.
About ten years ago, I had a hard drive failure on a Dell machine and had a mighty battle getting them to provide me with a new HDD. Despite the indications, their support people insisted on taking me through scripted diagnostic procedures, at the end of which they informed me that my hard drive needed replacing. Oh thanks, duh! Okay, I realise that they needed evidence, but it was ridiculous.
These days, it seems Dell are a little more open to taking the word of the customer. I tried their telephone support and it was pretty hopeless (suggesting that I use online chat with an engineer to diagnose a problem on a computer that I couldn't get past a 'safe mode' diagnostic screen). In desperation, I tried their email support from work, expecting it to be even worse, but I ended up with a human being who has not only agreed with my diagnosis and replied to my emails within the hour, but wants to know if he's satisfied me. His name is Paul.
I'm taking the day off tomorrow and - as I was reliably informed by a man in Mumbai, who recited my address and date of birth at me - an engineer is coming to my house to replace the hard drive. He could turn up when I'm on the toilet, he'll probably only install the operating system and drink my tea, and the hard drive obviously shouldn't have failed in the first place, but I'm encouraged by the fact that days after reporting a fault Dell will have someone, tooled up, on my doorstep*.
N
* Assuming he turns up.