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The W - Internet & Computers - North American tech support?
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Oliver
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Since: 20.6.02
From: #YEG

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#1 Posted on | Instant Rating: 3.36
I own a Dell laptop, and I ***HATE*** the tech support service. Every time I need to talk to someone, I'm contacting a call centre in southeast Asia, and while I appreciate their efforts, they're not helpful. It's near impossible to talk sense to them. Everytime I request some kind of service, they're quick to tell me that they don't support my needs.

Case in point: I upgraded the laptop, by replacing Vista with XP and maxing out the RAM from 1 GB to 4 GB. I required different drivers since some of the Vista disks didn't have the proper files. Instead of browsing the website, I figured it'd be easier to talk to tech support and get them to send the entire set of drivers for XP on disc.

Nope. I even offered to PAY for the discs, but no.

The techie gave me hell for replacing Vista. He explained that the system was optimized for Vista, Dell didn't support XP anymore, and blah blah blah. He didn't seem to understand that the laptop FROZE the first time I tried to boot it up, when it arrived on my door step, and that I had considerable issues with the OS even after installing numerous patches and SP updates.

So yeah, I'm sick and tired of Dell, and my next computer's not going to be through them.

I mean no offence to the tech support, but I found it near impossible to get my point across, something gets lost in translation, or they're merely towing the company line, but doing it in terrible fashion.

So, I guess I'm asking: do any laptop manufacturers have their tech support solely here in North America?



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wmatistic
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Since: 2.2.04
From: Austin, TX

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#2 Posted on | Instant Rating: 3.08
Gotta be honest, I don't know why Dell would bother shipping you drivers for an OS you didn't purchase from them, especially when they provide the drivers online already(assuming they made XP drivers for that system). Tech support is usually a pain, but I have to side with them here.
Oliver
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Since: 20.6.02
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#3 Posted on | Instant Rating: 3.36
    Originally posted by wmatistic
    Gotta be honest, I don't know why Dell would bother shipping you drivers for an OS you didn't purchase from them, especially when they provide the drivers online already(assuming they made XP drivers for that system). Tech support is usually a pain, but I have to side with them here.
Understood...the drivers are available on the website, but I like having the CDs because they often include instructions and other important bits of information.

I'm not sure if it's much different than being able to buy Ubuntu or any other Linux distros on disc when they can be downloaded for free or something to that effect.

(edited by Oliver on 12.11.08 0849)


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El Nastio
Andouille








Since: 14.1.02
From: Ottawa Ontario, by way of Walkerton

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#4 Posted on | Instant Rating: 3.80
Perhaps I can offer some perspective on this....


Dell (and several other companies) has an explicit policy that they are to support the base factory installed Operating System you got on your system. This is due for a number of reasons;

- You paid for the Vista, so you will get support for the Vista. The OEM is only responsable for the OEM Operating System. If you ever experinced otherwise, you got lucky.

- They can't send you drivers for an OS that's not the OEM provided one, because of legal issues with Microsoft which come with being an OEM. That and you didn't pay for them upon your initial purchase.

- The drivers are on the website likely because they either have the system available for XP as an option upon system purchase, or used to have it available for purchase.

- "Your Technical Support warranty covers the hardware of yorus sytem, in addition to the base functionality of the Operating System which came with your computer". Sadly, that's what the warranty covers, and they don't get paid enough to help out with anything else.

Although the agent could/should have handled the situation better, his hands were tied and he couldn't help you. If he did it may have resulte din a written warning or worse. I'm not kidding, it's actually a pretty big deal with a bunch of legal stuff.

Funny story though Oliver....he likely sent you a canned E-Mail at the end of the phone call. If on June 22nd or earlier if you replied to his E-Mail, I would've been the one sending the reply.



You know, I really don't know what to put here. Close your eyes and thank of something funny!
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