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To: TGPTNDR who wrote (59642)	10/22/2001 4:31:55 PM
From: Dan3	Read Replies (1) \| Respond to of 275872

Dell's closed ticket See the whole story at: infoworld.com A TELLTALE SIGN of a support organization in trouble is when the support representatives seem to consider all incidents closed once they're off the phone. Lately, that's what readers say is happening with Dell. During the past year, however, that has changed..... .....the complaints about Dell seem to be coming from all quarters -- big customers and small -- and across the range of product lines. If a common thread exists, it's the closed-ticket syndrome.... ....."Every time we call, you'd think they never heard of us," says one reader who was struggling with a crashed server. "It's ridiculous. Each [technical support person] wants to go through the same basic questions: Is it plugged in? Did we download the latest drivers? Of course we've done those things. We're professionals. Are they? ... We've spent an awful lot of money with Dell, but they've seen the last dime they'll get from us."..... ...."It really irks me to hear Dell say they are going to meet their income numbers no matter what it takes, since now I know what it takes," ...... ....."Then I had to badger tech support continually with follow-up e-mails to get any kind of response. Par for the course: My problem was clearly evident during the power-on self-test, as I explained to them, so Dell asks me to download the latest drivers. I explain I already did all that, with no resolution. Now it's been over 10 days since I got any type of reply back from them. If this type of support is 'the New Dell,' then I'll go elsewhere for my computing needs, thank you very much.".... .....What's caused the spike in the number of complaints about Dell? We can only speculate, because Dell officials did not respond to my queries. At least that leaves me in good company.