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.
--
Paul Nelson
Arbor Solutions, Inc.
708-670-6978 Cell
pnelson arbsol.com
David Gibbs <davidmidrange.com>
Sent by: pctech-bouncesmidrange.com
03/20/2006 10:40 AM
Please respond to
PC Technical Discussion for iSeries Users <pctechmidrange.com>
To
pctechmidrange.com
cc
Subject
[PCTECH] Dell Support (was: [CPF0000] Dell support
explained)
*** REPLYING FROM CPF0000
Jones, John (US) wrote:
> More of a PCTech question, but did you run the built-in
diagnostics?
Yes. Unfortunately, the support rep told me the error code
I was
reporting related to optical drive not hard drives. Very
odd,
considering the drive was in the media bay for the laptop
... so I
couldn't have a cd or dvd installed at the time.
> Also, do you have standard or Gold support?
Standard. Not even sure what gold support is.
david
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