Some people have problems, others do not.
Experience can help the phone tech recognize the experience and
comfort level and the tech can proceed accordingly.
Most of the tasks involved are simple and reassuring the customer can
go a long way.
Onsite does happen through various contractors but usually not for
troubleshooting.
"Steve" <teu@qprc.inv> wrote in message
news:hqtr035bir3u032802qieli10i0jcbkibc@4ax.com...
> "Jupiter Jones" <jones_jupiter@hotnomail.com> wrote:
>>I am not sure of the specifics of that particular warranty but many
>>have the customer perform the troubleshooting with the tech on the
>>phone.
>>Basic removal such as drives and memory are normal and expected.
>
> Dunno, seems to me that most non-techie laypersons would be taken
> aback at having to open up a brand new computer to do
> troubleshooting,
> particularly when they purchased an on-site service warranty.
>
>>Then when a hardware fault is determined, an onsite tech is sent to
>>replace the part.
>
> Just curious, does anyone know of an instance in which there was
> actually on-site service? Who performs the service? Does Dell
> contract this out to somebody else?
>
>
> --
>
> If you're not part of the solution, you're part of the precipitate.
>
> ...Henry Tillman
On Fri, 30 Mar 2007 21:57:47 -0800, Steve <teu@qprc.inv> wrote:
>"Jupiter Jones" <jones_jupiter@hotnomail.com> wrote:
>>I am not sure of the specifics of that particular warranty but many
>>have the customer perform the troubleshooting with the tech on the
>>phone.
>>Basic removal such as drives and memory are normal and expected.
>
>Dunno, seems to me that most non-techie laypersons would be taken
>aback at having to open up a brand new computer to do troubleshooting,
>particularly when they purchased an on-site service warranty.
>
>>Then when a hardware fault is determined, an onsite tech is sent to
>>replace the part.
>
>Just curious, does anyone know of an instance in which there was
>actually on-site service? Who performs the service? Does Dell
>contract this out to somebody else?
I thought Michael Dell came out to service his pc's ???
Sorry, couldn't help it .
"Steve" <teu@qprc.inv> wrote in message
news:f85r03hevsofgdkovr5a8mdgd3r2j98702@4ax.com...
> My niece just bought an XPSM1210 laptop with the PC Plus protection
> plan. She tried to transfer some files from her old PC using a thumb
> drive, but the CD drive was not showing up on the XPS. So she called
> Dell, and the guy had her removing the CD drive from the laptop to
> check the pins. She didn't know what the heck she was doing, and was
> pretty upset about it, since at that point she'd had the thing for
> less than an hour and already had to take it apart with a screwdriver.
>
> Gotta wonder just when Dell's vaunted on-site service actually comes
> into play. Does the thing have to be in more than 35 pieces scattered
> on the floor before they'll come out? What if she had damaged
> something while taking it apart?
>
>
> --
>
> I've wrestled with reality for 35 years,
> and I'm happy to state I finally won out over it.
>
> ...Mary Chase
Now I mess with my own desktop comps and feel fairly competent with it.
When my M60's graphics card went TU I contacted CS and the guy said do you
(me) want to install the new one or would I prefer a tech
visit...........now I had paid my dues so I opted for the Tech. The
following day it took him between 3 and 4 minutes to remove the old one and
install the new.
That's what you pay for.......................so she should have been given
the option.
"Steve" <teu@qprc.inv> wrote in message
news:hqtr035bir3u032802qieli10i0jcbkibc@4ax.com...
> "Jupiter Jones" <jones_jupiter@hotnomail.com> wrote:
>>I am not sure of the specifics of that particular warranty but many
>>have the customer perform the troubleshooting with the tech on the
>>phone.
>>Basic removal such as drives and memory are normal and expected.
>
> Dunno, seems to me that most non-techie laypersons would be taken
> aback at having to open up a brand new computer to do troubleshooting,
> particularly when they purchased an on-site service warranty.
>
>>Then when a hardware fault is determined, an onsite tech is sent to
>>replace the part.
>
> Just curious, does anyone know of an instance in which there was
> actually on-site service? Who performs the service? Does Dell
> contract this out to somebody else?
<snip>
T-shooting over the phone has been written into the warranty terms for as
long as I remember.
Yes, I've had maybe three onsite calls in all the years I've owned Dells.
Those calls are for bonafide part/hardware replacement (by contracted
techs).
Most times I've requested that they just ship me the parts so that I might
replace them myself,
"Steve" <teu@qprc.inv> wrote in message >
> Just curious, does anyone know of an instance in which there was
> actually on-site service? Who performs the service? Does Dell
> contract this out to somebody else?
Dells onsite service is carried out by Getronics, Unisys and Banctec and has
been for time imamorial with IBM doing for a few years as well, Relativly
speaking Dells onsite support is excellant but as always with any warranty
there will always be horror stoies, sometimes Dell are to blame and when
they get it wrong they get is spectacularly wrong other times its the
customer at fault not reading their T&Cs properly and finally if any damage
was done to the pc/laptop/server whilst under instruction from a technician
on behalf of Dell then the it would be repaired and the customer has a no
fault blame
>
>
> --
>
> If you're not part of the solution, you're part of the precipitate.
>
> ...Henry Tillman
"Tom Scales" <tjscales@gmail.com> wrote:
>On-site still has an expectation that the user will do some amout of
>troubleshooting, including something like removing the CD drive. It's the
>industry standard, right or wrong.
What makes them think she'd even have the correct screwdriver for
something like this? As it turns out, she had to ask the building's
maintenance guy for a screwdriver that would fit.
The real problem was that she happened to get an incompetent tech.
After the drive was removed, he asked her to check the pins. She of
course had no idea what he was talking about, so he had her reinstall
the drive without doing anything. Then he told her she couldn't
transfer her MS Word files to the new laptop because the files were
not compatible with Vista.
--
If you're not part of the solution, you're part of the precipitate.
Steve wrote:
>
> What makes them think she'd even have the correct screwdriver for
> something like this? As it turns out, she had to ask the building's
> maintenance guy for a screwdriver that would fit.
Will she run to the maintenance guy every time something in her places
breaks down and needs a screwdriver or hammer or a toilet plunger?
>
> The real problem was that she happened to get an incompetent tech.
> After the drive was removed, he asked her to check the pins. She of
> course had no idea what he was talking about, so he had her reinstall
> the drive without doing anything. Then he told her she couldn't
> transfer her MS Word files to the new laptop because the files were
> not compatible with Vista.
>
>
Did she ask the tech to explain it more or did she kept quiet?
Steve, you are not going to get anywhere with these folks. Unless it is one
of them experiencing the problem with a Dell Tech, it is either a made up
story, or it is the customers fault, or I can do it, so shouldn't every one
else..
"Steve" <teu@qprc.inv> wrote in message
news:h33t03lq1jtl5mme1vrc8i1ovbs6cfdqcg@4ax.com...
> "Tom Scales" <tjscales@gmail.com> wrote:
>>On-site still has an expectation that the user will do some amout of
>>troubleshooting, including something like removing the CD drive. It's the
>>industry standard, right or wrong.
>
> What makes them think she'd even have the correct screwdriver for
> something like this? As it turns out, she had to ask the building's
> maintenance guy for a screwdriver that would fit.
>
> The real problem was that she happened to get an incompetent tech.
> After the drive was removed, he asked her to check the pins. She of
> course had no idea what he was talking about, so he had her reinstall
> the drive without doing anything. Then he told her she couldn't
> transfer her MS Word files to the new laptop because the files were
> not compatible with Vista.
>
>
> --
>
> If you're not part of the solution, you're part of the precipitate.
>
> ...Henry Tillman
Irene wrote:
> Steve, you are not going to get anywhere with these folks. Unless it is one
> of them experiencing the problem with a Dell Tech, it is either a made up
> story, or it is the customers fault, or I can do it, so shouldn't every one
> else..
>
That is where you are wrong Irene.
Even the so-called "Dellbots" understand that Dell is not perfect and
they make mistakes and they know that not everyone has the ability to
take out and replace parts. Look at when I asked a question regarding
my PCI slots and all the other posts.
The problem is that users that expect Dell or any other computer brand
to do everything and to baby them by doing everything for them. And
when Dell doesn't, that they suck.
How does Dell Tech Support know that the user does not have a screw
driver that will work or that the user can not handle doing computer
part replacement if the user does not say anything. Does Dell Tech
Support have the Mind Reading Superpower?
"Dan Sgambelluri" <dsgambelluri@shaw.ca> wrote in message
news:rKAPh.7200$aG1.1170@pd7urf3no...
> Irene wrote:
>> Steve, you are not going to get anywhere with these folks. Unless it is
>> one of them experiencing the problem with a Dell Tech, it is either a
>> made up story, or it is the customers fault, or I can do it, so shouldn't
>> every one else..
>>
>
> That is where you are wrong Irene.
>
> Even the so-called "Dellbots" understand that Dell is not perfect and they
> make mistakes and they know that not everyone has the ability to take out
> and replace parts. Look at when I asked a question regarding my PCI
> slots and all the other posts.
>
> The problem is that users that expect Dell or any other computer brand to
> do everything and to baby them by doing everything for them. And when
> Dell doesn't, that they suck.
>
> How does Dell Tech Support know that the user does not have a screw driver
> that will work or that the user can not handle doing computer part
> replacement if the user does not say anything. Does Dell Tech Support
> have the Mind Reading Superpower?
I understand this thread. Dell's (and HP's and eMachines and ....) is to do
basic troubleshooting. There is an expectation that the user can do it and
if they cannot they will be strong enough to say so.
In this case, the tech should have understood the timidity. Bad tech. It
happens. Not defending Dell.
Re: Dell service 
.
Linear Mode
