[KoRn]

"Williams said she waited six weeks before a technician came to her home."

If true, that's pathetic.

I wonder if they have all of their CSRs in India like HP. That makes "customer service" much more difficult.

[Mr_Moonlight]

I've had mixed experiences with Dell CS over the years. Once when a brand new desktop had a Zip Drive that arrived DOA, the rep on the other side of the phone walked me thru a troubleshooting process which involved dismantling its case and getting to the innards of the machine to check out the cable connections and such, I'm rather tech saavy so didn't have a problem with all that, although I *did* ask "Won't doing this void the warranty?" .. the answer was NO, it wouldn't. Eeenywees, the problem with Zip Drive turned out to be a component failure and Dell sent an in-home tech to replace the dead drive the very next day! Exemplary service, as it were.

Another time, on a different Dell computer, I was having some sort of software compatibility problem ... don't remember what it was, but the rep (in India) sort of gave up after a few go arounds and highly recommended to re-format the HD and load everything back in from scratch. I protested, of course, as it was a severe solution to something which was probably very minor and easily fixed, so went back to trying to troubleshoot on my own. In the end after tinkering with it all for another week, I did just that ... re-formatted the HD and reloaded everything from scratch. What a PIA, but at least I sort of exhausted all of my options first before going for the 'scorched earth' option that the rep originally suggested

[Not now, Not ever!]

For the consumer side, all tech support was cesob's (curry eating...) named Billy who said they would call back but never did, sent the wrong parts, closed calls on broken units, requiring a restart of the phone tree to hell

Until just recently, when their high end machines now speak english.

[MizSterious]

LOL—I waited almost that long to talk to a techie on the phone. And then I couldn’t understand him—Pakistani or Indian, not sure which, with very poor English.