Posts Tagged ‘frustration’

Dell support sucks. . .

January 3, 2010

That’s probably not totally fair, but it’s an accurate reflection of what I’m feeling at the moment. I just hung up after being transferred three times to a “printer specialist.” When I inquired of the last person if he was a “printer specialist,” he said no.

I just bought a new laptop and a new wireless printer. The laptop is fantastic, hooked up without a hitch, and even transferred my files correctly after I got smart and read the instructions instead of winging it. The wireless printer is another story. It’s very handsome, and if I ever get it totally functional, I may even like it.

I should have been warned. Dell has called at least twice wanting to send someone out to hook it up for me. My first reaction: If it’s that complicated, I probably should just send it back. If I don’t get it working correctly by Tuesday (garbage day, when I can recycle the packaging), I probably will send it back.

But for tonight, I’m stuck talking to people in India (I think, I suppose it could be Bangladesh or somewhere else in the area, I’m going on accents here), and it reminds me of when I last worked for Intel and at 7 p.m. our in-house support switched to a team in India. When I heard the technician, I usually decided that whatever it was could wait until morning. I needed correct answers, not just answers.

Here this, technical companies of the world: If you have a happy customer, they’ll spread it among a few friends. If you have an unhappy customer, they’ll tell everyone who will listen. So I’m blogging about this. I’ve e-mailed Dell tech support to see if someone will actually contact me and not just send me an automated list of suggestions. I’ll update you later.

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