What happen to Dell？ May 21, 2016Posted by hslu in Computer.
Tags: Customer Service, Dell, Service Tag, XPS 13
I am a loyal Dell customer for decades. Desktop, laptop or whatever has been around my house and my office since the late 80’s. I like their computers and I like the efficiency it dealt with orders from their customers.
After some research on top laptops, I bought a Dell XPS 13 9350 with a touchable screen from Dell directly like I always do.
5 days later I got a notice from Fedex saying that I needed to stay home tomorrow to sign for a package. Good job, Dell. As efficient as before.
I went through the initial setup, linked to the web and started to install Google Chrome.
Well, that’s when the shit hits the fan.
My brand new Dell XPS-13 won’t install the browser saying that some kind of technical issue prevented the installation.
I started to search for a solution online but it didn’t help. I logged on Dell website and tried my luck there.
To get Any kind of help, Dell website asked for service tag of my computer. I let the laptop to find that for me and proceed to look for an answer.
Well, Dell website said that it could not match my service tag to its records.
What the heck is going on? I just got it yesterday.
I then called Dell’s technical help and was able to get a live person with minimum wait time.
The guy at the help Desk asked for service tag. I gave it to him (from the packing list). He said that he couldn’d find my laptop in their database.
Not good. This is Dell. The best PC company in the world.
He then asked me to find the Express Service Tag number from the bottom of the laptop. I found that and gave it to him.
He then asked me to reboot the laptop and hit F2 repeatedly after the Dell logo. I did that and found the same Service Tag number.
I then did a F12 preboot to run the Pre-boot System Assessment which was a series of embedded diagnostics to check the performance of the system. The system was fine.
I then gave him the order number and he was able to find it in Dell’s database. But it didn’t have a Service Tag nor an Expressed Service Tag.
I asked him why but he didn’t know.
He said that he has talked to the Dell’sCustomer Service Department which is where Service Tag issue will be resolved. He said that they have the info and someone there would be able to help me.
He asked me to write down their 800 number in case my connection was dropped. I did that and he asked me to hold on.
A moment later, a recorded message said that this wasn’t their regular working hours. It asked me call back during their regular service hours.
Then my connection was dropped.
Total connection time:
48 minutes and 11 seconds.
Is Dell still the ‘best’ PC company in the world?
Hmmm…, I don’t know.