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Pastimes : Computer Learning -- Ignore unavailable to you. Want to Upgrade?

To: Ed Forrest who wrote (12210)	10/2/2000 11:59:07 AM
From: mr.mark	Read Replies (1) \| Respond to of 110653

hi ed re "It is my understanding that Dell's tech support are not Dell employees but are outside contract personnel" well, it probably wouldn't be too hard for one of us to follow up on this and get some definitive word from dell regarding what percentage are outside people. and that is my understanding, btw... that a percentage of the calls are handled by other than dell employees. i know for a fact that a lot of them do work for dell, because i make it a point with each and every contact to ask how long they have been with dell. the last tech i asked this of replied, "i've been doing this for a long time", which sounded just a tad evasive. <g> so i pressed on, asking, "yes, okay, but how long have you been with dell?", and at that point i got the correct response.... "this is my second week". but that's fine, everyone has to start somewhere, i understand that. it just so happens that this tech was unfamiliar with every question i asked her about my monitor and about available drivers on the dell site. she made me reboot my machine when, imo, we weren't going to determine a darn thing by doing so (but i went through the motions anyway). then she asked if i would hold while she checked some things (translation:ask her supervisor for help), then got back on the line and said she would look into the matter further and email me the answers and info definitely by the end of the day. not. no email. two days later i tried email myself (instead of the phone call route). now that i think back, that experience wasn't too inspiring either. but i don't want to bore anyone with that story (assuming someone is still reading this post!). <g3> one positive thing i'd like to point out for any dell customers, and perhaps the same arrangement exists for other manufacturer support methods...... when a customer calls dell, if they use their express service code, the call may not necessarily be prioritized in the holding queue, but it will be routed to a tech who is more familiar with the specific model of computer that you have. in other words, i would get a completely different support person upon entering the express service code for my xps t500 than for my older xps p166s. btw, i applaud the fact that you sent a letter to md's office. did you address it to him? i'm sure he has monkeys who open his mail, and the likelihood of a personal response from md is slim. however, i once sent email to 3com's ceo, eric benhamou. i included specific instructions in the email that this was highly personal content, meant for eric benhamou only, and that any underling who took it upon themselves to withhold the email from eb would be guilty of interfering with the ceo's personal business. LOL! guess what? it worked. i received a rather lengthy response (lengthy in part due to the numerous intra-office email headings that showed the departmental shuffle as my email made its way to eb), in which mr.benhamou addressed each and every aspect of my email to him, including those areas that were not exactly complimentary. i still have the email filed away. so fire away when it comes to trying to reach the big guy. apologies for the ramble. :) mark