Cyriac George

What did I tell ya, please check out my post, “End of dell saga” . I called dell’s support again, now to sort my webcam correct. Am i lucky or what, this time it got sorted out, well may be because it was my birthday . I called them and got connected to the right person with no delay.

I told him the problem, and he asked me to log in some site and authorize him so that my desktop is shared. Then he remotely accessed my desktop and uninstalled some drivers and reinstalled some. But problem was still there, so he suggested me to reinstall the OS and forwarded me to a OS Agent Que.

Later the other guy, Vijay called me and assisted me to reinstall my OS, setup all drivers and all. Well this support was very nice and easy as a pie.

I guess Dell’s the best and about their support- its all about a bit of luck to get the right person in within a short period of time.

Ah i forgot tell, the problem was sorted and webcam has never worked better. But fate didnt leave me alone, it gave me another misery. While reinstalling i lost some “strategically important” files. Now am trying my best to recover it. Well i will tell you the result later.

Today the service engineer from Dell came to replace the front panel. They were prompt about their service. The part was delivered to be me within one business day. It actually came from Singapore via air cargo, to their local assembling unit and its from there where they send it to me.

I was wondering what sort of expense they are having to maintain a good customer relation. I called their customer support, first to B’lore (for hours) and then to Malaysia for which they are paying all the expenses (toll-free hehe) and finally they had to ship a part from Singapore. It doesn’t end there. They also have to cover the expenses for the service engineer. Just imagine their total expense they spend on my call, hihi.

Another funny thing which made me post this is, see the part they send to me.

See the thing am holding, its just a front panel, which is barely 50gm. See all the boxes, foam and protective measures they added for just a panel. At first when i received this package i was surprised and happy. Why happy, i thought, wow they sent an entire laptop (I really didnt think like that, but commented to Charles like that).

Any way i got the problem solved, but now a new problem with camera. Actually it was there from the beginning. The service engineer told that there might be a hardware problem with the hardware and better book another call.

So here we go again, another Dell Customer Support Saga is going to start tomorrow.

I own a Dell XPS M1330. IMHO its the sexiest laptop in the world. Its got cool look, nice design, in fact the wedge shaped design on the bottom of screen is something unique in the industry. The laptop is sleek and sexy in all ways.

Enough describing the laptop. So what happened to this wonderful piece if equipment ? I think its some kind of manufacturing defect. The touch buttons on the top has gone crazy, its goes On and OFF on its own.

Funny thing is, at this very time-i am on hold, hearing the most beautiful line – “Thank you for holding, all our service executives are currently busy, please hold the line.” with a background music,similar to that of a concert.

Let me start from the beginning. At first i tried to ignore the problem with my laptop and get along. But later when am hearing music on headphones whose volume is adjusted on a bearable level, this problem would raise the volume to 100% and my ears are nearly blown. Thats when i decided to call for technical support.

First the machine will receive your call and then by taking the option you will be directed to an executive. From there he/she (in my case only shes assisted my calls ) will guide you to a technical support. And once you talk with them they will assign a service engineer. This is the process that is supposed to happen. Lets see what happened in my case.

I never get connected to this “technical support”. Most of the time i ended up waiting and phone cuts itself after the time counter reached 59:59:59 (thank god its a toll free number). So at times when am lucky i could talk with executive and she will transfer my call to a technical executive, but either my call will end up disconnected due to the time limit or it will get disconnected automatically.

As i told before am on hold while am writing this. but something wonderful happened. All these times i never get to talk with somebody, but now i got connected to the technical dept. again its a SHE, hihi. First of all i expressed my frustration and she took it serious and reserved a service ticket for me. And finally i had to wait another last 2 minutes to get the reference number. Total time took for last call-27:33

Once that was done, she asked, “Sir do you need any thing else”, i said, “Nothing at all. Am completely satisfied. I just wish the service engineer shows up on Tuesday”, and she said laughing “he will”.

Lets see what i have to go through in this case.

Hey i dont want to give you any bad impression about dell, they give super cool laptops; best in the market, but their support, in my case “SUCKS”. May be its my bad luck, getting disconnected every time. If you get connected to the right place on the right time, there is no delay in support. I think they might have to upgrade their services by hiring more service executives to handle all calls.