I had my first negative experience with Dell last week. It's a good thing I never have to worry about that for my own computer.
A friend of mine has a Dimension 8400 desktop computer that had a blown-out network card (NIC). She hadn't called Dell and didn't want to deal with them so I went over to help her out. Thankfully it was still under warranty.
For the record, I have made a living out of doing computer technical support for the last four or five years. I'm a certified Dell technician on desktops and notebooks; in fact, I used to work for a company that Dell used to outsource their technical support and did the job of the folks I was about to call until Dell sent my job to India in a cost-saving move. I like to think that I have a pretty good idea of how to troubleshoot and fix computers.
The basic symptoms of my friend's computer were as follows:
- When the computer starts, after the Dell screen, but before the Windows screen comes up, there is a message that says, "Alert! Error initializing PCI Express Slot 1. NIC failure. Press F1 to continue, press F2 to enter system setup."
- Pressing F2 gets the BIOS to load, and pressing F1 boots to Windows.
- The NIC link lights do not come one when plugged into the cable modem and there is no internet connectivity, but when I plugged the cable modem into another computer, it connected right up to the internet.
- When I opened the Device Manager, there was no device category for Network Adapters.
- The problems started after there was a power surge in the house; before the surge, the computer had no network connectivity issues.
Given these symptoms, 1) what would you say is wrong with the computer? 2) How would you fix it?
The correct answers are: 1) The NIC is bad. 2) Replace the NIC, which on her computer means replacing the whole motherboard (onboard gigabit LAN).
Pretty simple, huh? I went over to her house thinking I would call Dell and have the board replaced. She didn't have all her documentation in one place, so we didn't know what number to call to get Dell on the phone, so I booted up the other computer went to support.dell.com and started searching for a number to call Dell technical support.
As I'm searching for the number, I see a button that says, "Chat with a Dell technical support agent. It's quicker than waiting on hold for a phone agent."
I think to myself, "What the hell?" What a mistake.
The chat client loaded and I was put in touch with an agent whose user ID was Abhijit_Basu.
I explained my problem to Abhijit_Basu as completely as I could and he replied, "Thank you for the information."
There was then a long pause. Long pauses were the hallmark of my chat session with Abhijit_Basu. Abhijit_Basu was either 1) playing an online game and only getting to me after about 10 minutes of me sitting there, 2) Abhijit_Basu was incompetent and had to keep checking with a level 2 technician or the Dell troubleshooting tree they use, or 3) Abhijit_Basu didn't want to ship a motherboard in an effort to keep the dispatch rate down.
If I had been on the other end of this chat session, I may have asked about two questions and then shipped a motherboard. The whole process, from beginning to end, especially given that there is a technician calling in who isn't a moron, should take about 14 minutes.
My chat session with Abhijit_Basu lasted well over an hour and was puncutated with lots of patronising messages from the person on the other end, lots of unnecessary troubleshooting steps and complete unmitigated frustration on my end.
For instance, after initially explaining my problem, Abhijit_Basu wanted me to run the diagnostics on the NIC, which in all truth, is not an unreasonable step to take. So I found the diagnostics CD, booted up the diagnostics and lo and behold, the diagnostics failed to recognise the NIC. Coupled with the fact that the "NIC failure" message came up before Windows loaded, the first thing any reasonably-qualified technician would think is "hardware failure."
Still, Abhijit_Basu kept going down the path of unnecessary troubleshooting. First, Abhijit_Basu wanted me to remove the NIC from the Device Manager and then run the New Hardware Wizard. I had to remind Abhijit_Basu that it wouldn't make any different because the NIC didn't show up in the Device Manager. That shut Abhijit_Basu up for a while before the message came up on my screen, "Are you ready for the next step?"
Incompetent bastard. I used to do Abhijit_Basu's job.
Abhijit_Basu then wanted me to reinstall the driver for the NIC. Abhijit_Basu then copied and pasted instructions from the Dell troubleshooting tool into the chat session.
I replied that reinstalling the driver wouldn't do any good because 1) the NIC failed outside the operating system; reinstalling the driver wouldn't affect the system startup error, and 2) the NIC didn't show up in the Device Manager; Windows did not see any device that needed a driver.
There was a very long pause. Abhijit_Basu was wasting my time.
Finally, the message comes up, "Please complete this step."
At this point, my friend's kids almost learned a few new words that they would get in trouble for using at school. I type in, "Is there a level 2 technician or a supervisor there I can chat with."
Another pause. A long one. Then Abhijit_Basu comes up, "Please complete this step."
If I ever meet Abhijit_Basu in person, I may need to have a friend with me to explain to my wife that I was going to be the guest of the local sherrif for a few days and that I won't be home for dinner.
I typed in again, "Is there a level 2 technician or supervisor there I can chat with, please?"
Abhijit_Basu either walked away or wanted to let me stew for a while, because at least ten minutes passed. I figured I'd only get more pissed off, so I shut down the chat session, cursed a bit under my breath and then looked up Dell's phone technical support number. Abhijit_Basu cost me well over an hour of my life, and that's time I don't get back, kind of like
Time Machine and
Glitter.
I was on hold for about 15-20 minutes, bringing my total time spent with Dell up to about 85 minutes. Finally, I got through to an agent named Michael, who I'm sure worked for a company Dell outsourced to do their technical support, only this guy wasn't in India because
Dell moved their tech support back to the US after the customer response was so negative to having to deal with technical agents (which is hard enough without the language barrier) in another country.
Michael was very nice, even after I opened the conversation by saying, "I've been chatting with one of your agents and he's done nothing but piss me off."
I gave him the same opening description of my problem that I had given Abhijit_Basu, and I kid you not, the first words out of this guy's mouth were, "That's a bad NIC. Your motherboard needs to be replaced." I then told him that Abhijit_Basu had me run the diagnostics on the NIC and wanted me to reinstall the drivers. He mumbled something about that being a waste of time and then set up my parts dispatch.
The only thing Michael asked me to do was to read back the complete error message about the NIC failure (which I would have done when I worked at Dell).
My time with Michael was
maybe 12 minutes. He set up the service call, gave me the dispatch number and sent me on my way. I told my friend that someone from Dell would be there the next day and that they would call before coming out. Everything went like clockwork, although my friend did say that the service guy didn't come out until about 8:00 pm.
Still, everything that was supposed to be fixed eventually got fixed; I just wasted an hour of my time chatting with Abhijit_Basu when I could have called in and saved myself the aggravation.
So here's the lesson from me to you:
Don't chat with tech support people. Call them directly. You may not get the best agent on the planet, but it sure as hell beats trying to solve your problem via a chat session.
Learn from my mistakes.