By Michael Santo
Executive Editor, RealTechNews
Well, that was quick. Right after (OK, hours after) I wrote my last post, I get a call from Dell. And here, I have to applaud them. I promised the guy I wouldn’t post his name, cuz then he’d get tons of calls, but he is a Dell Resolution Representative (or something like that), and he works out of Texas, as opposed to the other people I spoke to. Here I got some real help.
He indicated to me that no, there is no Dell driver for the 1500 card. Yes, there is an “inbox” driver, but some people have had issues with it. He offered me either a beta driver, or even that same ABG card I already bought. When I told him I had already bought it, he offered a credit to my credit card. What more could I ask for? (Well, a working driver, but more on that later when it posts.)
We Say: Anyway, that was all great. He told me when the driver was expected to post (I’ll just say late March and leave it there) and gave me some great info … for example, although I had spoken to 3 different centers in two different countries, none of them were what he called “Dell Regulars”. Someone who was there when Dell support started. Many of the support staff, even those in the U.S., are outsourced. Those like the one I spoke to are few and far between. Which is why the title of this is “Quest for Dell.”
And that’s the difference. Speaking to him, I honestly felt like, despite the issues that Dell has had with support of late, there’s hope for Dell. Because, and this is a quote from him, he still hopes that “Maybe we will get back to where we were in the 90 ’s when we had no equal”. With an attitude like that, there might still be some hope.
P.S. Of course, I will still have to give more info on my upgrade to Vista … but that’s still to come … 
I’m sure the rep’s response was due to the fact that you are a public figure. However, regular people can easily get the same kind of response by filing a complaint against any company with that company’s local Better Business Bureau. I did this to Gateway (who, IMO, are a bunch of idiots and crooks) and was happy to see a protracted conflict with them almost immediately come to an end.
John, you give me faar too much credit. Despite the awards RTN has won, most people go “huh” when I mention the name. I personally don’t feel it had anything to do with it, cuz the tech support people who forwarded my name to him were in India, and had NO IDEA what RTN was. Also, I did message someone with similar issues on Dell’s forum, and they got similar treatment without the editorial recourse I have.
On the other hand, I will admit, even from speaking to the rep, that he admitted it’s not easy getting to such reps.
That’s why I’m keeping his name and phone number in my PDA now
Michael,
I have had as many as 3 Dells in my house at 1 time. (my youngest son just moved out and took his, so we’re back down to two.
If I weren’t fairly competent to fix my own problems, I’d never buy a Dell. I have frankly given up on the idea of getting a problem resolved via their tech support.
However, I’d consider buying another one because…
1. Dell users are vocal about problems and I can get all of the reviews and comments I want about any specific model.
2. Dell users are very collegial about sharing problems, fixes and contacts. You may never hear from an employee, but somebody else has probably trod down your path before and knows where it leads.
NOTE: Participants in the Dell support forms are AWESOME!
They’re generally nice folks and their experience is impressive. One group gave my son detailed instructions how to remove spyware from his old (Dell) notebook and his new (non-Dell) notebook. They spent a lot of time with him and were very patient.
3. Dell has used up its mulligans regarding design and mfg problems.
Michael I have a shared experience with the Dell REC Resolution Expert Center. And a rep by the name of ***** (removed for privacy reasons). Whom as you had mentioned in your Vista posting. Has himself been at Dell since the early nineties. After talking to robots following scripts for nearly two weeks. I was transferred to him from tech support hell. My issue seemed simple enough I upgraded to Vista Business on the five Dell Dimension Units in my Office. And afterwards was unable to print to my Dell printers over the network. I am a small business owner with four employees. And generally try to do as much of the computer work as possible. To cut down on expenses for the business and maintain full employment. I save the big computer problems like my database server to the IT pros. And their 85+ dollar a hour bills. But it was beginning to look like I needed to pay for them to come back in for a non server issue. When I was transferred to ***** whom made the suggestion that I should download the drivers from Lexmark and not Dell. He further explained that Lexmark made most of the printers that Dell sold. And that the Dell drivers would work eventually and that the issue had already been escalated to the Dell Product Group. He stayed on the phone with me a first! And told me which models were close enough and that it was not a exact science! And sure enough it worked! So now I am running a Lexmark driver to print to my Dell printers. ***** was the only one at Dell whom even mentioned this as a possibility. I think that the REC is a third tier support group because I was escalated to him by a L2 tech in Canada. I am still mad at Dell for having printers that do not work with Vista. But glad that they have the common sense to employ people like ***** who can think out of the box! It is a shame that it took me two weeks to get to him!
I’ve gone the Tech Support route trying to get my XPS M2010 fixed. Qualxserve has been out to my house on Three different occasions to replace this video card and that motherboard. The last time, we got “permission” to send my $4,800.00 pile of dung down to the “Repair Depot” and it came back with a list of items that were replaced and low and behold, it was the Video card again. The bluetooth never didn’t sync up although it was indicated that the blue tooth card was replaced. About a week later the display failed, which again means the video card died.
I requested that Dell either refund my money or provide me with a brand new (not refurbished) 2010. Patrick the Dell Tech person 1-800-822-8965 put me on hold and came back stating that he has received permission to replace my 2010 with a 1730. I said that the 1730 defeats the purpose of my purchase in the first place so I said I wanted more than a down grade and loss of my money. He said he’d have R.E.C. call me within 24 to 48 hours.
I am on day three and still waiting for a call.
I am very disappointed, I’ve lost a great deal of time and money because; 1. they discontinued making the xps 2010. 2. called tech support and was told that Patrick wouldn’t have the authority to replace anything, with anything.
3. Found out an hour ago (by pricing out a new xps 1730), that blue tooth isn’t supported by Vista. 4. My business of doing design work for the disabled is down until DELL GETS ME A SYSTEM THAT WORKS PROPERLY.
I’M STILL WAITING FOR R.E.C. TO CALL ME BACK.
I am ready to cry….try to make long story short. Really don’t understand this online stuff.
two weeks ago computer, vostro 1520, problems
on phone with dell HOURS, days..
said was virus, would fix for 179.00
told them if virus … i had trend micro would contact them…free
trend micro…ran soooo many tests. last was “root kit buster”??
NO virus ever found
8 days into this “VIRUS” dell said was there, ???
asked friend to look for me…
was told where I plug in to charge was loose and no good
computer 4 months old
have send in warranty??
called dell back…
dell told me …have to replace mother board…was all connected
told me wait for box
send back to them
8-10 days of recieving my laptop they would send bacik….how ever long that would take??
told dell …local store here does warranties for dell
asked can they fix …so I was not with out lap top for month total
they said ok…..where do we ship the mother board….
WAS EXCITED FOR A MINUTE
mother board came next day!!!!!!
shop fixed within 24 hrs!!!!
dell has bnot got back to them
i have talked to india and philipinnes (spelling??) last 3 days……………………..
last call was told supervisor was calling me in three mins….
that was 7 1/2 hrs ago
I have spent well over 20 + hrs on phone with dell……………….
NO END IN SITE….THEY TOLD ME I HAVE TO PAY…………………
THIS WAS NEVER MENTIONED IN MY CALL WHEN THE MOTHER BOARD WAS SHIPPED….
DELL SAID “SENDING MOTHER BOARD….THEY LOCAL DELL PEOPLE COULD FIX”
They have done lots of warranties for DELL………but said Dell will not talk to them for my computer???????????????????????????????????????????
please help!
I am a single mom…7 kids mostly adopted foster kids with special needs….I DO NOT HAVE THIS MONEY AT CHRISTMAS!!!!! DELL TOLD ME OK HAVE LOCAL FIX & SENT MOTHER BOARD????….HAVE THE CONVERSATION RECORDED…DUE TO PROBLEMS AND LENGTH OF THIS PROBLEM??
Now I am ordered to call no one….ugh they will call me…lol!
My kids never gave me gray hair…bet it will be by next week…week three of life goes on with NO DELL