June 3rd, 2006
DellConnect to Help Solve Dell’s Tech Support Woes?
By Michael Santo
Contributing Writer, RealTechNews
Dell, responding to what has been a number of stories and forum posts regarding poor technical support, has decided to offer its DellConnect service to all customers, not just its XPS buyers.
DellConnect allows a Dell tech support representative to remotely access a PC, with the user’s permission, and troubleshoot the system while the user watches. The representative can download software updates, run diagnostic tools or identify configuration problems. Dell previously offered the service as part of its Dell-On-Call initative, but the remote troubleshooting feature was only available to Dell’s XPS customers.
The idea is to reduce expensive house calls and solve relatively simple problems, such as missing drivers or virus cleaning, without customers having to turn to other support vendors. Source: News.com
We Say: I haven’t needed to use DellConnect, though I have used Dell support before … let me tell you, if you get someone in the U.S., support is OK. If not, it can be troublesome due to language difficulties and also because they’re working off a script.
Anyway, back to DellConnect … since I haven’t used it, I’m wondering a) how is this different than the Remote Assistance built into XP? and b) does this mean I need to install still more junk on my PC? Also, from what I’ve read on some forums, the techs in question are the same that they use for regular tech support … so how is this going to be any better, really? Any readers of RTN who have had experience with this, your input would be appreciated.
Jasper says:
We ones had a Raid issue related to windows 2000, and Ms in Japan and Dell in Malaysia was working on it at the same time using this and fixed the problem and recovered all date, I have to admit in the start I was skeptic, but not now.
June 3rd, 2006 at 8:34 pm
jb says:
There is nothing inherently wrong with working with a script — it keeps the tech from having to re-invent the solution to a frequent problem. A well-written script helps get to the source of a common problem quickly. The trick is in knowing when to abandon the script.
June 5th, 2006 at 4:44 am
Luckybob says:
Given the average intelligence of the Dell customer base, at least through Home and Home Office, its a good idea. Working as a salesman, I can tell you that a tech would do good to get one of these customers calling the tower a “tower”…rather than the “box”, “modem”, or “hard drive”.
June 12th, 2006 at 4:37 pm
Benjamin Van Hoesen says:
Yeah I can see this being useful and agree with JB. The biggest issue is the end user not Dell Support. Plus if you talk to them right and have a warranty they will send out a tech to replace pretty much anything you want without much back talk.
I’ve been really happy with Dell’s support over all and as a top level Dell reseller and integrator I talk to them a lot… But I have to agree the non US support is difficult to work with. I just want to know how I can use it to support my users.
June 17th, 2006 at 8:30 pm
Celester Parham says:
Thanks for your expertise in help to fix my computer
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