Dell Computers - Customer Service at its Best

After dealing with a computer problem from this weekend, I must extoll the greatness of Dell.

My computer decided to start shutting off automatically this Sunday. When it booted up, a very suspicious "Auto Shutdown due to Thermal Event" warning appeared. Now, I quickly looked outside to make sure we hadn't been hit by a nuclear attack, then worried that somehow a virus or hacker had messed up my computer.

After getting XP up and running in safe mode and a call to my in-house IT deparment (my little brother), I realized I needed to call Dell's Warranty Service Department. Great...1 hour on hold, another hour dealing with a few idiots...needless to say, my expectations were quite low.

What a simple, yet fantastic idea to put a sticker on the top of the computer with the Warranty Service 800#, along with a computer ID#. This saved me lots of time digging up old paperwork.

Made the call Sunday night around 8p, it rang twice, asked me to press "1" if I lived in the US, then one ring later I had a live person on the other end. She asked for my computer ID#, then said 'how can I help'.

She walked me through a few diagnostics, then we 'opened up' my Optiplex mini desktop. Fantastic design for service! The box opens up like a suitcase or laptop, so everything is easily accessed. She quickly decided that I needed a new processer fan and said the repairman would be out to my house on Tuesday. This entire phone call took less than 30 minutes!

He did have to come out twice when there was another issue, but the bottomline is this: it got fixed with no haggles or issues.

Consider me a Dell customer for life...unless I step over to Apple...

Dell, great job. Now, could you start making automobiles?!

What computer customer service stories do you have? Anyone else had this type of service from Dell or another company?

Comments

[Terry Storch]

Man, your brother is smart!

[K. Todd Storch]

When it comes to computers and tech stuff, you are the man!

Todd

[glove]

I configured my current notebook when I took this new job. I loaded it up, internal Wi-Fi, Bluetooth, DVD RW, major RAM, Firewire...etc...and immediately had Bluetooth radio issues. Called Dell and they had a rep come to my house and fix it. He had to replace the radio. This all took less than 24 hours start to finish. Major tech support kudos to Dell...amazing experience...now if I can get HP to get my silly 802.11 printer software to install I'll be set...that's another story...

[K. Todd Storch]

Thanks Matt. Dell does do a great job. Now, I'm not sure of the timing of this, but now I have a printer problem with my HP officejet. Something tells me its not going to work out like it did with Dell....

Todd

[Annette]

I have had a Dell since Aug 04 and have had nothing but problems with it, have spent countless hours on the phone with them and my computer is still broken. I am seriously contemplating sending it back for a refund...

[K. Todd Storch]

Annette,

Wow! What kinds of problems? I will be interested to see if they will give you a refund.

Good luck.

Todd

[BJ Armstrong]

Some of their techs are really fantastic, but their front people, the ones who answer first, drive me CRAZY. I've had my puter for 2 years, and have lots of problems with it. I've asked them to help me restore the function of my speakers twice, and still...nothing!

[K. Todd Storch]

BJ,

That is a total whip. I didn't have that experience, but I'm sure that like anything, it depends on who you get on the phone.

I appreciate the comment!

Todd