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

["Jones, John \(US\)" <John.Jones@xxxxxxxxxx>]

IOW Gold Support lets you talk to people who are actually authorized to
help fix your problem.  As a bonus you can even understand what they
say.  What a concept: Support that actually supports.

Well worth the extra $, especially on notebooks & servers.  We buy
machines with a 3-year gold warranty.  After the warranty expires, we
'expire' the machine; either replace it right away or replace if
something breaks.

Also, it's a separate 800 number that typically has you talking to an
actual tech within 2 minutes of dialing.

When my notebook HD started going chunk-chunk a few weeks ago, one call
got a new drive shipped (I opted to not have a tech dispatched).  They
advance-ship without using a credit card to 'secure' the replacement
cost.  Total call time, which included rebooting to run the diagnostics,
was about 15 minutes.

John A. Jones, CISSP
Americas Information Security Officer
Jones Lang LaSalle, Inc.
V: +1-630-455-2787 F: +1-312-601-1782
john.jones@xxxxxxxxxx

-----Original Message-----
From: pctech-bounces@xxxxxxxxxxxx [mailto:pctech-bounces@xxxxxxxxxxxx]
On Behalf Of pnelson@xxxxxxxxxx
Sent: Monday, March 20, 2006 10:52 AM
To: PC Technical Discussion for iSeries Users
Subject: Re: [PCTECH] Dell Support (was: [CPF0000] Dell support
explained)

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.