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CNET Support

General discussion

Dell Support

Apr 4, 2005 4:33AM PDT

All that you've read is true:

1) Support people hang up or route you back into the queue when they can't fix a problem.
2) There is no way to escalate a call or even contact a customer service person who can help escalate a probem.
3) The rumor is that service techs do this in order to keep calls short to meet productivity standards.......obviously bad thinking on Dell's part.
3) Dell also appears to be using this mechanism to discourage people from collecting on extended warranties.
4) This is one of the more overt symptoms exhibited by a long list of other once fine companies who have gone out of business shortly after a major deteriation in customer support.

Sell Dell Short. You should make enough to buy computers for the whole family.

Discussion is locked

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I notice you didn't give this forum a chance to solve...
Apr 4, 2005 4:39AM PDT

Your issue is not presented here, so I'll just take this as a rant and not someone looking to solve an issue?

Bob

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Right on!
Apr 4, 2005 2:24PM PDT

Tell me about it! I spent most of an hour in an online chat with a raw rookie who has no idea what MSVCRT.DLL is.

I loved Dell--till today!

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Thanks!
Apr 6, 2005 5:12AM PDT

Thanks for the "warning", klidl. People really do need to know just how bad things can get. The more people like you who come forward, the better...so don't waste a second on anyone who accuses you of "ranting". In CNET Forums, "cheap shots" abound.

Sincerely, JDM