PAYSON, ARIZONA -- Although I am about to share a personal nightmare with technical support, I would like to state going in, my Dell XPS has been (hands down) the best product I have owned.
Recently, I was walking with my laptop, moving it from one room to the next. I accidentally stepped on the cords hanging down and broke my audio jack. Completely my fault and a stupid thing to do.
My Dell (now 5 years old and still the faster machine around) was out of warranty. I knew the part I needed due to some personal trial and error testing. Sound card was okay, headset was okay (both tested), only part it could be was the jacks.
I called Dell technical support and was transferred 4 times until I was speaking to the correct person. Apparently - out of warranty computers have their own *tech support* dept. It took more than 39 minutes to determine the actual part number of the fan I was calling to get replaced. This despite the fact I was holding the part in my hand and was describing it completely to each person I talked to.
Once I had the part number, it took another 5 transfers and more than 1.5 hours to actually order the part.
I spoke with 9 different people during this experience, and all but one was rude, interrupted me constantly and refused to listen. If even one tech had stopped trying to pass me to someone else and actually listened to my situation, this could have been resolved very quickly.
UPDATE: The part arrived 5 days later and when it was installed in my computer, caused it to fail to boot. I replaced the old part back in and computer came right up. I put new part back in, same problem.
I spent 1 hour 19 minutes trying to get the part replaced. I wound up buying the part again, and having it shipped. During a transfer to get an RMA number (11th transfer to a new person), I was disconnected. I called back and was on hold 21 minutes. When someone answered my call, I was informed that their computers were down, please try again in 3 hours.
Sheesh. I have loved my Dell computer, but now that it's time to replace it, I am not sure I will be staying with Dell. The technical support has become intolerable to work with. (this is just the most recent tech support nightmare for me).
Dell, if you are listening... move your tech support back from India and teach them to listen and be courteous.