Re: Dell Support (was: [CPF0000] Dell support explained)

[pnelson@xxxxxxxxxx]

You pay extra for Gold Support, and it entitles you to speak to somebody 
in the US, at the very least. Plus, they have a parts depot in Bensenville 
and hardware support techs that can come on site to fix things.

I had a casters up machine last spring. I called Dell at 5 or 6 AM and got 
routed to India. After being transferred a couple of times and getting the 
same scripted evaluation process, I said "You can see that I am covered by 
Gold Support. I want to talk to somebody in Round Rock, TX right f__ing 
now." A couple of clicks later, I hear "Howdy" in a Texas accent. A few 
minutes later, the tech told me that the problem was one of 2 things, and 
that he had sent a dispatch order for the parts, and that the tech would 
be knocking on my door before 11 AM. The parts showed up by courier 45 
minutes later, and the tech showed up at 9:45. Since he had a new 
motherboard and a new power supply, he installed both. He said his 
paperwork would be easier that way.