Impressed By Dell Customer Support

After giving a grace period of a couple of days in case the issue was not hardware based, I called Dell on Thursday last week about my slightly iffy “t” key. I can’t say as I was looking forward to it — support from any company often ranges from useless to totally wank — but straight away I was put through to a very friendly woman who took my details and offered to talk me through removing and re-seating the keyboard.

I had to arm myself with a few tools, so she offered to call back between 1-1:30pm (yeah right, thinks I). Needless to say, dead on 1pm she rang me back ready to go through the process. She explained the steps in great detail, which even with a techie background I was grateful for because taking apart a brand new laptop is not high on my list of fun things to do with my afternoon. Unfortunately the problem wasn’t solved by this so she promised to get a replacement couriered out to me straight away.

Within seconds of putting down the phone, I’d received an e-mail with the necessary ticket code in case I needed to get back in touch, contact details, etc. And, sure enough, the courier tried to deliver the keyboard the very next day. Unfortunately they attempted to deliver it at 7:30am, when no sane individual would be at work, but that’s the courier’s fault.

The keyboard was redelivered today, I’ve fitted it and it works a treat. In fact, I like it better than the last one because it’s got more of a “clunk” to it and I prefer clunky/noisy keyboards… there’s just no response from a soft one. Anyway, safe to say that if this is how Dell treats its customers I look forward to the next 4 years of warranty.

affiliate window advert

49 comments so far

  1. Kelly said:
    On September 24, 2007 at 5:36 pm

    And I’d heard so many bad things about Dell, mainly based on their Customer Service! It’s refreshing to see that they’ve made some changes and actually employed competent, friendly staff. :)

  2. Amber said:
    On September 24, 2007 at 6:02 pm

    Dell was on watchdog a few years ago! I was nervous about ordering from them because of it. Anyway, we had our own run in with them. They charged us for a computer but it took around 3 months to arrive in the end — something about the credit card not verifying. Well it obviously did as the money was removed from the account! My mother was practically pulling her hair out by the end, but it was finally sorted. Still, we got a good deal, and it’s here now.

  3. Aisling said:
    On September 24, 2007 at 6:04 pm

    Wow that sounds fantastic! I’m so afraid that my laptop will have something go wrong, and I’ll have to wait 39840 years for support. Too bad I don’t have a Dell.

  4. Jordan said:
    On September 24, 2007 at 6:05 pm

    Wow, thats a shock. When i phoned up dell once, for some reason or other, it took about 30mins to get through, and when i finaly got put through, i couldn’t understand a word they said. They almost seemed they didn’t have a clue what a computer was. So i was rude a slammed the phone down. I’m glad your keyboard is good now. :)

  5. Chantelle said:
    On September 24, 2007 at 6:19 pm

    Dell, huh? Their service sounds really good, I’ll have to look into their products some more! Btw, I love the layout! It’s way cute, and the cartoon ninja is all kinds of win.

  6. Rachael said:
    On September 24, 2007 at 6:22 pm

    Well that’s certainly better than BT’s tech support…

  7. Julie said:
    On September 24, 2007 at 6:36 pm

    Why is it that a computer company offers a better service than the mental clinic I attend?

  8. Montoya said:
    On September 24, 2007 at 6:37 pm

    This is why people buy Dells, why they are leading the market and why I wouldn’t recommend anyone else. Regardless of how superb the actual products are, it’s the fact that they actually offer *real* customer support that makes them worth it.

  9. Jem said:
    On September 24, 2007 at 6:54 pm

    Well, to be honest I’m impressed with the products too. Both my desktop and laptop are brilliant machines. Definitely glad so far that I took “the risk” on Dell.

  10. Hev said:
    On September 24, 2007 at 7:01 pm

    That is refreshing to see that company still knows what customer service is.

  11. Luke L said:
    On September 24, 2007 at 7:06 pm

    Here’s another one recommending Dells, about the only thing they’re not the best at is value for money, but buying a ready made system is worth the extra in my opinion.

  12. Karl said:
    On September 24, 2007 at 7:06 pm

    Well, you know how many Dells I’ve had at work and the speed with which they replaced each failed machine..:) I have no real complaints with Dell, short of a bit of bad internal communication. Plus, bearing in mind my Inspiron 3800 here is coming up for 8 years old and is still running fine..I do quite like their laptops..heh. and their servers.

  13. Hillarie said:
    On September 24, 2007 at 7:37 pm

    … Are you kidding? When I had a Dell laptop, it worked fine for about a year, and started to fail (it wouldn’t recognize cds). It took Dell MONTHS to finally respond, and if I remember correctly, the person that finally fixed it was not from Dell. He changed out the processor, and has worked fairly ever since. The Dell desktop at my house is nice, but it’s OLD…it had Windows 98 when we purchased it. *cough* I prefer Macs… *cough*

  14. SarahG said:
    On September 24, 2007 at 7:46 pm

    I’ve had two Dell laptops over the last 5 years now and wouldn’t go to anyone else. My last Dell laptop that is now giving up the ghost (overheating badly) lasted for 4.5 years of hardcore usage! When the harddrive corrupted in that I called Dell and had a tech come out the next day to fit in the new harddrive (next day on site warranty). My new Dell, which is about 4 months old now, is sweet, tiny and any questions I have I just email my contact there now and get a response within an hour. I could call him too if I really needed to!

  15. Grant Mc said:
    On September 24, 2007 at 8:38 pm

    well ill be dammed! Well done Mr Michael Dell

  16. Rise said:
    On September 24, 2007 at 9:12 pm

    So what did you do without the key? Copy and paste for a while? That happened to me, so I went to a site (not containing the letter in question), and found the letter, copied and pasted it into Notepad. xD

  17. Jem said:
    On September 24, 2007 at 9:20 pm

    So what did you do without the key? Copy and paste for a while? Hah, no, it wasn’t quite that bad. The key still worked just not very well.

  18. Annie said:
    On September 24, 2007 at 9:35 pm

    It’s good to hear about good customer service. I’m really surprised to hear about the punctual timing and the help desk’s efficiency. It’s very rare to find help like that. I’ve had my Dell Inspiron 640m just under a year and so far it’s working great. Well, apart from the fact that MediaDirect won’t work any more but I’m not too fussed about that.

  19. Karl said:
    On September 24, 2007 at 9:41 pm

    SarahG..just out of curiosity, what model was the overheating laptop? IIRC the later inspirons had a habit of doing that..the 1000 series or something similar.. I love the fact that you can download the PDF to totally dismantle my Inspiron into it’s seperate components..I did that 2 years back to give it a good and thorough cleeaning.

  20. Louise said:
    On September 24, 2007 at 9:51 pm

    Argh at least you didn’t make the mistake and buy from PC World. Even with dells bad service they are still 100x better than PC World. We made the mistake of buying a computer from PC World in January. Once we bought it and took it home, we set up the new computer chair and set up the computer. We turned it on to start the installation and nothing but a blank screen saying corrupt error. We figured they forgot to put the installation discs, we went back and they said nothing was wrong with it and that we had to reboot it. Well we tried to and then took it back a 3rd time and they replaced it for us after finding out it was corrupt. Which would’ve helped the first time. After that the computer is still running ok but I bought my mac book then from Comet instead. And several months later my sister did as well. Excellent support both times, really fast and when the card would work online and we rang up they said it was due to a failure on natwest’s part (worked the second time for my sisters so they were quick with updating their site). Glad to hear you had a good service though!

  21. Phil said:
    On September 24, 2007 at 9:53 pm

    That’s not too bad, especially when compared to my brother’s experience. His laptop, just over a year old, had a broken CD drive and a number of keys not working on the keyboard. Dell quoted him over £250 to replace/repair them both. So, he bought an Acer laptop instead.

  22. Amber said:
    On September 24, 2007 at 10:14 pm

    I’m not too impressed with Dell. I bought a laptop from them and didn’t use it very much and after a year, when I did start using it, the battery went dead (no charging helped it). Upon calling technical support and explaining that I hadn’t used it and the battery was dead, they told me that there was nothing to be done about it except buy a new battery. I won’t be buying Dell again, but I’m glad your experience was good.

  23. Aaron said:
    On September 24, 2007 at 10:51 pm

    Wow that’s impressive. They’ve obviously improved over the years. My family has always gotten crap support from Dell. Plus, all of our Dell machines broke rather quickly. Their newer laptops seem to be pretty good, though.

  24. Whitters said:
    On September 24, 2007 at 11:18 pm

    I had heard so many bad things about Dell before I decided to finally get a desktop (XPS 400) from them. And the first time I had any problems with it I had a very similar experience to yours. They were friendly, willing to walk me through things, and helped me do exhaustive testing before they said “It looks like we’re going to have to reformat”. It was very refreshing after the runaround I had to go through with Sony to get the fan in my laptop fixed.

  25. Kaylee said:
    On September 25, 2007 at 12:04 am

    The question is, are they always that effective and efficient? And hey, who needs a “t” key anyways :o

  26. Shannon said:
    On September 25, 2007 at 12:12 am

    What. Two out of Three times, I got unhelpful Dell people. They’re not very good with understanding anything I say and assume that I simply smashed my computer with a baseball bat or something. But then again, the times I did get a good Dell Customer Support person, they are too awesome.

  27. Rilla said:
    On September 25, 2007 at 12:25 am

    That certainly sounds like great service. But um, clunky noisy keyboard noises? I prefer ones with as little sound as possible so I won’t get caught gaming at 2am by my parents. -_-

  28. Darren said:
    On September 25, 2007 at 12:55 am

    Dell seems great, but I’m an HP guy. ;)

  29. Nathan said:
    On September 25, 2007 at 1:42 am

    In my country, Dell is so expensive. You have to order at least 5 units in order to get a decent price. n fact, I like it better than the last one because it’s got more of a “clunk” to it and I prefer clunky/noisy keyboards… I totally agree. Noisy keyboards are the best. Those keyboards remind me of a game I used to play when I was a little kid, with my cousin. In the game, I was ‘working’ at an office, so I just pounded the keyboard… Oh, the Golden Days…

  30. Jacky said:
    On September 25, 2007 at 1:56 am

    Maybe you just got a keener. Or you’re just lucky. I’m so cynical.

  31. Bobbi-lee said:
    On September 25, 2007 at 3:17 am

    Well if it aint a miracle… It’s nice to know some company’s still care.

  32. Jordan said:
    On September 25, 2007 at 4:04 am

    I wish I could say that people out here in the States receive the same CS from Dell; I wonder if it has to do with the location/country that we’re each in, that causes such a huge difference in the quality of support offered? I’ve never had any issues with Dell products myself, but when I used to work at Best Buy and helped out with Geek Squad occasionally… the amount of Dells being repaired and the amount of horror stories I heard was enough to never consider going with a Dell and either just building on my own.

  33. Roxanne said:
    On September 25, 2007 at 4:09 am

    Wow that sounds great. I guess the customer support is a little different in certain countries? Not too long ago a client of mine was telling me when he got his Dell laptop brand-new and out the box, he turned it on only to have a ton of warning windows pop-up and virus infections all over the computer. He said he called customer support and was directed to “India”. He said that one, he could not understand the guy, and two in the end, it proved useless. He called back the next day and was able to talk to someone he could understand and they said they would pick up the laptop and send him a new one. Sounds great, right? He said it took them about two months to send him the new laptop. Weird huh? Oh well, I’m happy with my Compaq Desktop and Mac laptop. Good luck with those 4 years. =)

  34. Kari said:
    On September 25, 2007 at 5:19 am

    Wow! It’s great to hear Dell was so helpful! I too have heard they really lack in customer service but hey, I guess there’s a good charm in everything :)

  35. Mumblies said:
    On September 25, 2007 at 6:09 am

    Yay for clonky Dell keyboards! Glad it’s sorted now though :o) I look forwards to reading many interesting blogs typed with this new laptop.

  36. Stephanie said:
    On September 25, 2007 at 7:23 am

    hm. maybe customer service for dell is better in the uk than it is in the us.

  37. Nan said:
    On September 25, 2007 at 7:34 am

    I am happy that you had a great experience with the support. I must throw in that I have never heard anything horrendous about Dell’s support though.

  38. Camille said:
    On September 25, 2007 at 8:06 am

    Good to see you got wonderful customer service – especially someone calling you right on the dot as well as being friendly. Like Nan, I’ve never heard anything bad about their customer service. Only thing bad I heard about them was the batteries they were using, which were made by Sony, and it caused their stock to drop. I myself love clunky keyboards. Mine is and so are the keys on my mother’s HP laptop.

  39. Adrian said:
    On September 25, 2007 at 5:58 pm

    I totally agree with the noisy keyboards being best comment as well. Clunky is always better. I’ve tried using fancy ones a few times just because they looked cooler or glowed or were flat but that never worked out for me. Also, it’s super-refreshing to hear good customer service. We were on the phone with D-Link the other day and without going into detail, I have no idea how she got that job let alone any job. :D But DELL is good eh? I might have to consider them for my next purchase that I know I’ll need help with, lol.

  40. Britney said:
    On September 25, 2007 at 6:50 pm

    I used to have a Dell. It never worked right from the moment I got it and Dell support never did anything to help. I HATED their support. That’s good that you had a good experience though.

  41. Lene said:
    On September 25, 2007 at 7:04 pm

    Wow, I’d never expect such attention from -any- customer support representative. That’s good though, and I’m glad that you have now a fully working keyboard with clunk sounds =D

  42. Courtney said:
    On September 26, 2007 at 11:54 am

    Wow! I’ve heard tons of bad rumours and stuff about Dell, but I’m happy to see that you got responded to quickly. I’m looking into either a Dell or a MacBook or MacBook Pro for either my birthday or Christmas. I might trust Dell a bit more now.

  43. Bonita In Pink said:
    On September 26, 2007 at 8:49 pm

    Wow… it’s great to hear stories like this because you get such crappy customer service these days… I’m glad things went smoothly for you and that you got a new keyboard! *hehe*

  44. SarahG said:
    On September 28, 2007 at 1:07 pm

    @ Karl – the overheating laptop was (and still is!) a Latitude C840. It’s a shame because it’s a great laptop otherwise, besides the weight!

  45. Melissa said:
    On October 1, 2007 at 1:50 am

    This entry has made me less afraid to call their support services… though it probably makes a difference between countries. I’ve been afraid to call them for about a month now, even if every program I open tells me sporder.dll is missing. I haven’t been worried about my safety too much since that computer isn’t connected to the internet (because I loves me some good computer games). But yes, I shall call them! Yes!

  46. Melissa said:
    On October 1, 2007 at 2:01 am

    Silly me, I may be able to fix my problem. But I’m not as afraid to call them as I was before!

  47. Bonny Blue said:
    On October 9, 2007 at 10:29 am

    Greatly disturbed to hear that Dell service in the UK is better than the US – what on earth does that mean????? I have been suffering, as has my business, at the hands of Dell for almost three months now and am still VERY unhappy with the service. Standard delivery time is quoted on their website but upon acceptance of orders the time increases by months. And just try to get help from the Customer Services Department – I was advised that they ‘will not’ transfer calls to Line Managers or make any improvements to the service delivery (Noel Tobin of Dell Customer Services was the guy who said it!!). I’m in the process of moving all my business elsewhere because of all the trauma

  48. KEN JOY said:
    On December 14, 2007 at 1:51 am

    Be very suspicious of any praiseworthy comments here, chances are they’re "planted" by Dell themselves. Nothing would surprise me-they have a justifiably awful customer service reputation. I am not wasting my time citing details here but, how about a "qualified" techie stripping the threads on your 3 month old laptop ( I have pictures) and that’s just for starters. You have been warned.

  49. Jem said:
    On December 14, 2007 at 9:33 am

    Actually ‘KEN JOY’, all of the comments on my entry are from long-time readers of my site. I doubt Dell created a persona to follow my site for a few years just in case I decided to buy a dell and then talk about it – thanks for your cynicism all the same.