Dingley Dell

meld51 · 31-10-2004, 17:46

I had reason to use the Dell Technical Support line recently. I can honestly say it was a GOOD experience. They are in Bangalore now and they are so helpful and polite!

I was trying to solve a problem with a Dell PC that belongs to my 80 year old mother who lives 200 miles away. They were so good. None of that bull about 'can't help if you are not in front of your PC'. They took it on themselves to call my mum and talk her through the solution in non tech terms that she could understand.

Afterwards they sent an email to me. The greeting was 'Respected Sir'!!

Any comments?

Paul · 31-10-2004, 17:51

Not had a reason to call Dell but any customer service group that goes out of their way to resolve the issue should be praised

NTL does have a some staff like this and we are lucky enough to have them here helping out the members of this forum

meld51 · 31-10-2004, 17:57

Another good thing: (it must be positive night tonight) I've not had any need to call NTL for ages. I can't remember when anything went wrong.

Time was, I had to take tranquilisers before a call.

Paul · 31-10-2004, 18:01

Quote:

Originally Posted by meld51

Another good thing: (it must be positive night tonight) I've not had any need to call NTL for ages. I can't remember when anything went wrong.

Time was, I had to take tranquilisers before a call.

Unforunately we had to call NTL last week, don't throw the tranqs away, you may still need them

Over an hour on the phone and then the engineer arrived over an hour early for the call out appointment. Shame we were at work at that time

The only good thing is that our calls to NTL have been far and few between, to be honest some of the guys here could have sorted the last couple of issues out a lot easier and with a lot less stress

Shaun · 31-10-2004, 18:01

Well I'm glad you had a good experience but I'm surprised. Their support lines in India are the main beef I have with Dell. When ever I've called I get people that don't understand English or are plain rude. In fact last time I had to contact the Directors office to get my problem sorted

Paul · 31-10-2004, 18:03

Quote:

Originally Posted by dellwear

Well I'm glad you had a good experience but I'm surprised. Their support lines in India are the main beef I have with Dell. When ever I've called I get people that don't understand English or are plain rude. In fact last time I had to contact the Directors office to get my problem sorted

Go on Dell, you thought the thread was about you

LOL Off shore helplines can be very hit and miss

meld51 · 31-10-2004, 18:06

Hmmm. I'm surprised about that! I dealt with 3 people in Dell and they were all the same. Polite as anything AND they sorted the problem. I had my sabre like wit ready to unleash but I was completely disarmed by their good attitude. Takes all the fun out of it!

Sorry you had a bad experience.

punky · 31-10-2004, 18:12

I hate to think about this outsourcing, and how it is hurting our economy. At the end of the day though, if they are polite, smart, and responsve then it might give the others a kick up the backside. If that is what it takes to get good service, then that is what they'll have to do.

(And I know some people from call centres here have an impossible job, and try their best, so I am not trying to tar everyone with the same brush, but hopefully, a serious competitive threat might encourage those who aren't like that to buck their ideas a bit, or get replaced with some who are)

meld51 · 31-10-2004, 18:18

What's more (arghh....my nice glands are about to explode) the Belkin helpline is pretty good. They will stick with you until your network is sorted.. which might take ages. Pity that network products are not very user friendly though (oooh a slight note of dislike there.......that's better!

meld51 · 31-10-2004, 18:21

Pretty soon the whole of the UK will be outsourced. Where will teh money come from then? In fact what do we do here now?....beats me!

dilligaf1701 · 31-10-2004, 18:25

Quote:

Originally Posted by meld51

What's more (arghh....my nice glands are about to explode) the Belkin helpline is pretty good. They will stick with you until your network is sorted.. which might take ages. Pity that network products are not very user friendly though (oooh a slight note of dislike there.......that's better!

Now I've only had problems calling Dell (Admittedly not the tech support section). My dad on the other hand has had an excellent time calling their technical support section. So maybe I was just speaking to the wrong department.

As for belkin I did post about my experiences earlier on this month... They even called me back at home to help me sort out my problem (only about 10 mins after I emailed them), so I can't say I have anything but praise for their tech support line.

meld51 · 31-10-2004, 18:28

Hang on.....it's halloween. We should be turning nasty........(but glad to hear you had a good time with Belkin.

The_real_dj · 31-10-2004, 18:30

got to say im always happy with dell's tech support.
At work we currently order about 100 machines a month from them and any that have problems, one quick call and an enginer is on site or the replacement parts are delivered next day!!!
They may not be the cheapest but after bad experiances with pc world and time id defo say buy a dell!!

Gareth · 31-10-2004, 18:48

PC World & Time don't compare with Dell or any other manufacturer. I despise PC World with a passion after the wifey insisted on buying her first PC from them in the misguided belief that she'd get some sort of after-sales service. Even she admitted that was a mistake (and that's the one and only time I've known a woman to admit that she was wrong!

)

meld51 · 31-10-2004, 18:54

Ooooh! Touch of sexism there!

Still I reckon PC world is flakey and also not cheap. I was thinking of buying one of those Netgear MP 101 thingies. They were ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£30 dearer at PC world compared to Online services. Also I think that their 'experts' are anything but.....