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Computer OEM and International Support?
greywar asks: "Currently I deal with a OEM [name withheld since this is not a trashing, but rather a request for advice] that has literally wasted over $1000 of my company's time just to arrange a repair on a $5 fan on a computer in Malaysia. I mistakenly used this OEM based on a PAST history of good support. What OEM is providing the best international computer warranty repair service these days?"
"The mistakes my current OEM have made include, but certainly are not limited to:
- Transferring a service tag incorrectly
- Refusing to repair the computer without the tag-even if we offered to simply pay for it.
- Long hold times.
- Saying they would repair it then losing the information.
- Claiming that when they said they would repair it they were mistaken.
- Telling us they could sell us the part.....if we waited 15 days.
- Blaming us for the tag transfer-where it appears we labeled it chemical use [I find this hard to believe], and the transfer team asked for clarification from the OEM's internal tag transfer team-who never replied and then were told the tag transfer was canceled, and then never telling us about either communication!
- Sending us the wrong computer systems....repeatedly."
That just means the phone monkey you spoke to yesterday is the manager you're speaking to today... It's a common enough practice in support circles...
And yes, I hate Dell too, using a work-issued laptop. I swear, by the time I was done getting it fixed, there were enough replaced parts to build three new systems.
Their servers though, if you're on the right contract, rock mightily. You pay through the nose, but...
"The urge to save humanity is almost always a false front for the urge to rule." --H.L. Mencken
heh, your so right about dell being like that lately. Here is my Dell story, to back-up your statement. Thanks for the advice to talk to a manager when I call. Definately going to do that, and find one that is somewhere national, not international b/c dell india has wasted hours of my time.
It has taken 3 calls (and 1 hr per call) to dell tech support to get a "fixed bay" dvd drive replacemnet sent out to me.
The first 2 drives shipped out were modular.
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One glorious afternoon, the left hindge on my display breaks. I lose sanity and call dell tech support. I tell the tech i need a new hindge. Also, i need the fixed-bay dvd replaced because it has read problems. After spending an hour on the phone with India, I feel satisfied and go to dinner with my roomate.
2 days later, a tech shows up at my apartment. Great! replaces the display hindge, then gets this funny look while putting in the DVD drive. uh oh. Turns out he got the modular drive.
Call dell again, spend another hour on the phone with india. This time, I'm being firm with him. I look up my laptop "as shipped" configuration list and READ HIM THE FSCKING PART NUMBER. 2 days later, Airborne express arrives at my door. I pop open the box and WTF?!?!? its a modular drive!
Again, I spend another hour with India. This time I tell the tech "the left one that needs to be screwed in" I get him to read me the part number of what he is shipping me. He tells me "It is a Toshiba drive" Oh great! A Toshiba drive would be wonderful (beause my failed drive was a Hitachi).
Yesterday, I received the replacement drive.
I pop open the box and it is the correct drive! PRAISE THE LORD, ITS A MIRACLE, THERE IS GOOD IN OUTSOURCEING!!!
Pop a DVD in the drive, it plays smoothly. Ship the modular and the defective drive back to Dell.
---story mode off---
-Grump.
Is it true that more people vote for the winner of American Idol, than vote for the president? -Ali G.