I actually contacted them yesterday. I can hear the groans already -- and yes, I seriously did NOT want to call them...

I got a call about a monitor not working. It took me about 2 minutes to confirm the monitor was broken. I knew it, but I did NOT want to call Dell. So I played with it, banged it, tried other plugs, computers, etc., and just verified that I was right -- the monitor was broken. It was a Dell. I'd have to call them.

Instead of calling, I searched the web site and the internet, hoping to find the problem. Of course, nothing. Instead of making the phone call to someone who I know wouldn't be able to speak English (Dell's home tech support is all India, all the time), I decided to try their "web chat."

I really didn't want to, but I had to.

I got Shahir Ramit, or something like that. He typed really slow and was chatting with more than just me -- at least once he typed instructions for someone else in my chat window. He asked all the usual questions which I patiently answered. He asked my phone number three times to verify account information. It was slow.

Then he absolutely shocked me. I still can't believe it. He typed, "Hold on a couple minutes while I create a way bill for you." I didn't know what was coming. I guessed he'd ask me to ship the monitor to him -- and of course I didn't have the box. Then I really wet 'em -- he typed that the new monitor would arrive in 2-3 days and did I need anything else.

I nearly fainted.

Apparently Dell is trying to do something about their horrible technical support reputation. They're shipping a new monitor and then I get to send back the broken one. I'm quite impressed.

Posted by: Ogre at 11:30 PM | Comments (11) | Add Comment
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