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by James Robertson.
Original Post: Stupid technical support
Feed Title: David Buck - Blog
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Feed Description: Smalltalk can do that
I've heard some bad things about Dell technical support. Here's my story with them.
Dell: What is the problem?
Me: When I plug in the network cable, it doesn't click and you can pull it out without pressing on the clip. I've tried the cable on other computers and it works fine. I've tried several cables with the Dell and none of them click when you plug them in.
Dell: Sir, there is a piece of plastic on the cable. Is that broken?
Me: No. That cable works on other computers properly. When the cable is pushed in, the network works fine - it just comes out without pushing the clip.
Dell: Can you insert the diagnostic CD-ROM into the drive? We're going to run a diagnostic test.
Me: You want me to run a diagnostic on a piece of plastic?
Dell: Sir, if there's anything wrong with the network interface the diagnostic will tell us.
Me: I'm not going to go searching for a CD-ROM to run a useless diagnostic. It's a broken connector.
Dell: What kind of network card do you have in the computer?
Me: I don't know - it's inside the computer. The system/device manager says it's a 3C905C compatible. It doesn't matter - the problem has nothing to do with the network card. Just tell me where to ship it to get it fixed.
Dell: You'll have to give me a minute.
Me: What are you doing?
Dell: I have to get past the diagnostic screen. What's your e-mail address? In about half an hour, I'll e-mail you the information on where to send it.
I strongly suspect that I was talking to someone in India since he had an Indian accent and I had heard that Dell had outsourced their technical support. I'm not impressed.
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