Re: Half my Axim screen doesn't work! - Tip on Calling Dell
From: JamesL (forgeddaboudit_at_spamblock.duh)
Date: 04/05/04
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Date: Mon, 05 Apr 2004 18:22:46 GMT
Here is a tip on calling Dell tech support.
The first line of defense at Dell is a call center in India. The techs know
nothing! They follow the bouncing ball on a computer that tells them what
question to ask and what response to give based on your answer. They are
trained to speak with American Accents, and some are very good at it. They
will give you a false American name, and even claim to be in an American
city if you ask. (I tripped one up once by asking the weather in that city
while looking at Weather.Com for the current conditions there.) They will
not give you and sort of real help. They will avoid raising your call to
the next level at all unless you insist.
So...
First of all, call during normal business hours Monday-Friday Texas Time
(Dell is Texas).
Second: Inform the technician that you are aware that the call center is in
India and insist on being transferred to someone in the U.S. If they
resist, politely explain that you have already been through the standard
support questions and refuse to go through all that again.
Third, they may transfer you to a supervisor claiming to be in America but
is not. A good indicator, ask his name. If he gives only a first name it
is likely a false name and he is likely still in India.
You should insists on speaking to an American for two reasons, 1 - only the
Americans have the authority to issue warranty replacements. 2 - Protect
American Jobs.
James
<pbanerji@hotmail.com> wrote in message
news:159e5422.0404050942.64002890@posting.google.com...
> "John Smith" <djfinn2@nobellspsoutham.net> wrote in message
news:<8h4bc.2700$OU3.1079@bignews2.bellsouth.net>...
>
> > The most expensive part of your pocketpc just went bad. It could cost
> > $125.00 + to get a new TFT. Thank you for reporting the Dell response
(ie,
> > they said 'too bad'). They really support their product well...remind me
> > never to buy from Dell.
>
> I eventually got through to the next level of tech support, and they
> are sending me a new Axim to replace my broken one.
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