Democratic Underground Latest Greatest Lobby Journals Search Options Help Login
Google

PSA: When the Dell Tech Support guy tells you that the only way to fix a problem

Printer-friendly format Printer-friendly format
Printer-friendly format Email this thread to a friend
Printer-friendly format Bookmark this thread
This topic is archived.
Home » Discuss » The DU Lounge Donate to DU
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 03:07 AM
Original message
PSA: When the Dell Tech Support guy tells you that the only way to fix a problem
is to completely reinstall Windows, don't believe him. I could go into specifics, but this is probably a universal rule. Ignore this axiom at your peril...

Printer Friendly | Permalink |  | Top
sohndrsmith Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 03:11 AM
Response to Original message
1. Dell Tech Support is a scary thing indeed... even when they come to your house. n't
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 03:14 AM
Response to Reply #1
2. I had a guy come out and rebuild a laptop once - he was a contractor, however,
so he knew what he was doing. The guy had some less-than-flattering things to say about Dell, even though they were paying his bill (I had a few things to say, myself, at the time)...
Printer Friendly | Permalink |  | Top
 
SoCalDem Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 03:34 AM
Response to Original message
3. "My name is Carlos"..
Last time I called dell that's what he told me.. And he said it in that king's english Indian accent.. I could not stop myself from giggling..
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 10:56 AM
Response to Reply #3
9. I didn't catch the dude's name, but he had much more precise grammar
than I'm used to hearin' round these parts... :)
Printer Friendly | Permalink |  | Top
 
hobbit709 Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 06:41 AM
Response to Original message
4. Sometimes that's what needs to be done.
Reinstall complete with drivers takes about an hour and a half. You could be screwing with it for two days the other way. The main reason I partition all my drives is to keep all my data not on the C drive. Reformatting C and reinstalling affects nothing on the D partition.
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:01 AM
Response to Reply #4
10. True - and it certainly would have fixed the problem in this case as well
If it was my property I might have just done that (I spent more time than 1.5 hours figuring out a solution). Unfortunately, it's my employers computer and I'm supposed to let our IT staff do things like that... :(
Printer Friendly | Permalink |  | Top
 
HopeHoops Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 09:04 AM
Response to Original message
5. Dell tech support blows. In sharp contrast, HP has excellent tech support!
Frankly, the hardware is pretty similar in quality (although I also prefer the HP mouse pad and buttons on the laptop). I wouldn't buy a Dell if it were half the cost of an HP because in their entire history they have never provided even the lowest acceptable level of support. I only know this because I've worked with so many of them in offices (and they also have a high problem rate) including one where ALL we bought was Dell because the CFO owned stock in it or knew someone there or something.
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:11 AM
Response to Reply #5
11. It's my work computer, and we're limited to Dell. I've been really tempted
to buy an HP as my own computer, however.

We have the options of macs as well, which I've avoided because some of applications I need are only Windows - that doesn't seem to be a problem anymore, so I may go that route in the future...
Printer Friendly | Permalink |  | Top
 
HopeHoops Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:43 AM
Response to Reply #11
15. I've got 4 HP laptops in the house and I'll share a support story here...
My laptop is the oldest and was definitely out of warranty. The wireless stopped working and all the Internet searches said it was a Vista problem, reinstall the OS (pain in the ass), so I just plugged in a physical cable and ignored the problem. About a month later, the display started wigging out and then I just got nothing when trying to power on. This was a Monday, late afternoon.

I called HP and got through to a human who speaks English almost immediately. Within a few minutes, he determined that this was a rare but known problem with the motherboard in my model and even though it was out of warranty, they would fix it for free. Two days later, FedEx delivered an empty shipping box with a pre-paid return label. I put it in (without the hard drive) and called FedEx for a pickup. They picked it up Thursday morning. Sunday morning, about 7:00 a.m., I got an e-mail from HP saying it was fixed and had been shipped. Monday around 9:00, it arrived - about 7 hours shy of one week turnaround.

This was a couple months ago and about a week ago I got an e-mail alert from HP (blanket e-mail, not targeted to me) announcing a recall for several known problems including mine with the same condition - they'll just fix it for free and it doesn't matter if it is out of warranty. Now THAT is customer service!!


Printer Friendly | Permalink |  | Top
 
Lost in CT Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 09:39 AM
Response to Original message
6. Did he tell you to go outside naked and pee on your computer?
Cause if not you are still ahead of the game.
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:12 AM
Response to Reply #6
12. I did that anyway - what else is there to do on a weekend?
:shrug:
Printer Friendly | Permalink |  | Top
 
NewJeffCT Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 09:52 AM
Response to Original message
7. I think it's pretty common to offer that solution for any computer problem
that is not an easy initial solve... heck, I must have re-installed my original OS X on my old iMac at least half a dozen times when nobody seemed to be able to fix it.
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:16 AM
Response to Reply #7
13. I was surprised at how qickly we got to that suggestion - it was less than 3 minutes:
"Let's boot the computer into Safe Mode. Doesn't work? Hmm, what was the stop code again? OK... Nope, you're hosed."

:rofl:
Printer Friendly | Permalink |  | Top
 
NJmaverick Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 09:52 AM
Response to Original message
8. That is the lazy IT person's solution to many problems
It takes far more work and brain power to fix a problem, than to start over.
Printer Friendly | Permalink |  | Top
 
petronius Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:20 AM
Response to Reply #8
14. I got the feeling he had better things to do - like, anything on the planet
other than solving my problem. He did ask if I had any un-backed-up data, however, so conceivably he would have made a more valiant effort if it would have caused me a greater hassle...
Printer Friendly | Permalink |  | Top
 
NJmaverick Donating Member (1000+ posts) Send PM | Profile | Ignore Sun Mar-01-09 11:50 AM
Response to Reply #14
16. You could be right
or at the very least he might have tried to assist you in saving the data.
Printer Friendly | Permalink |  | Top
 
DU AdBot (1000+ posts) Click to send private message to this author Click to view 
this author's profile Click to add 
this author to your buddy list Click to add 
this author to your Ignore list Wed Jul 23rd 2014, 03:17 PM
Response to Original message
Advertisements [?]
 Top

Home » Discuss » The DU Lounge Donate to DU

Powered by DCForum+ Version 1.1 Copyright 1997-2002 DCScripts.com
Software has been extensively modified by the DU administrators


Important Notices: By participating on this discussion board, visitors agree to abide by the rules outlined on our Rules page. Messages posted on the Democratic Underground Discussion Forums are the opinions of the individuals who post them, and do not necessarily represent the opinions of Democratic Underground, LLC.

Home  |  Discussion Forums  |  Journals |  Store  |  Donate

About DU  |  Contact Us  |  Privacy Policy

Got a message for Democratic Underground? Click here to send us a message.

© 2001 - 2011 Democratic Underground, LLC