On the phone to hell

Soldato
Joined
6 Sep 2006
Posts
6,302
Location
London
I'm on the phone at the moment with their sale support. It's laughable the service from them. Firstly I told him my name was Shane from Craughwell Furniture (where I work). He promptly went on to refer to me as Denis (the name of my boss) for the rest of the conversation.

I tried spelling out the service tag for the server I was inquiring about upgrading and that took atleast a minute not including the 2 or 3 minutes he put me on hold in the middle to do something else.

Eventually he got that right and had the name of the PC up. Yay.. now I went on to tell him that the machine has 512mb of PC2100 memory in it and I asked him.. wait.. didn't get a chance he had to load up the system spec for which he put me on hold for another 2 or 3 minutes. He came back and muttered something about loading system specs.. then went away for a minute or two again.

Now he comes back and tells me.. you have 5.. 1.. M.. B.. of memory in this machine (leaving out the 2). I say, okay I would like to know what the maximum speed of the memory is that the motherboard can take. He says something about contacting his technical contact and puts me on hold for another few minutes.

He gets back to me and says, your computer can take 4.. T.. B.. of memory or the 5.. 1.. M.. B.. it has already (nothing in between obviously and it since when have we had TB memory??). I tell him, no no I would like to know the maximum speed.. as in mhz.. speed.. at this stage I was taking on the approach I use when explaining such things to my mother. Of course he has to go consult his technical contact again.

He comes back and tells me that it can take 2.. 6.. mhz memory maximum speed. I say thankyou and tell him that I'll have to talk to Denis about what he's told me and we'll call them back when we're ready to order.

He says, okay how long will it take for Denis to make the decision.

I say about 1 hour (he's out)

Okay, Goodbye Mr. Denis.

*hangup*


:eek:
 
Just spoke to a guy myself from Phillips who spelt Quarry House, cwerry hoose and then proceded to tell me the place where i am working doesnt exist as his computer system cant find it lol... great - i can go home!!

Guess we all have bad days.
 
They used to ring us up when their invoices didn't get paid (used to work in accounts payable) and it was always a competition to pass them round the office as they were impossible to communicate with. Solution was always "Fax us the details, thanks".
 
Darg said:
Indian of course, do they have any other kind of support?
They do indeed. Had a great convo with a Scottish chap.

My experience with them was rather strange, when I was connected to their Indian Call centre, the chap on the phone was great, manage to haggle both of my Dell screens down to £520 when they were originally £600 or so.

However when it came to replacing my screen, it was a nightmare with the Indian guys I spoke to. They do have some decent members of staff but in general it's atrocious.
 
God, do you have business support from them?

We have a contract with Dell for our Servers and computers and are always put through to an english call centre who have my issue sorted within 10 minutes and if they cant, an engineer is here the next day.
 
teaboy5 said:
God, do you have business support from them?

We have a contract with Dell for our Servers and computers and are always put through to an english call centre who have my issue sorted within 10 minutes and if they cant, an engineer is here the next day.

I've had a good Dell experience today... I phoned up to tell then one of the disks in my server had failed, and in 3 hours I had a replacement disk on my desk, and a follow up call to check everything was OK.

I've actually never had a problem with Dell, if I can't understand the person I'm talking to I have no issue with asking to speak to someone else in a polite manner.
 
I ordered a Hell monitor, due for delivery today. Annoyingly, despite it's being in stock, it was delayed until Friday. For no apparent reason.
 
Well just got through to server support with a nice fellow in the UK. For a worrying moment I was talking to an indian but he transferred me to the server support. He gave me all the information I needed along with the part numbers for all the memory types and processor types we're looking at.

Only problem though is I go to call their parts and services number and they tell me 512mb of PC2100 memory will cost £79! I hung up shortly after. Crucial sell memory for a hell of a lot cheaper then that thankyou very much!
 
jpmonkey69 said:
I've actually never had a problem with Dell, if I can't understand the person I'm talking to I have no issue with asking to speak to someone else in a polite manner.

Very good, your the very first person i have ever heard say that.

Most people if they cant understand someone, they get stroppy about it and then more than likely slam the phone down.

Why dont you just ask if you can speak to someone else.
 
isnt there a key on your phone you can just keep hitting to help cant remember which.as for sales and so on a lot are in india and its normally a case of lets pass the parcel.
 
Server support is VERY different from general desktop support at all the big players IMO.

We pay MASSIVE amounts to HP for out of hours server support and the Nbill is HUGE. But generally they get stuff sorted ASAP.

Davem
 
Yeah, I've had good experiences with support with our servers, including one incident:

"Hi one of our servers tape drives has failed, any chance we could get a replacement?"
"sure what's your contract no?"
*read it out to him*
"Ok an engineer will be out within 4 hours with a replacement for you"
"erm, it's nearly 5pm, there wont be anyone here in 4 hours. could you send it tomorrow?"
"but you have 4 hour callout"
"yeah but it's just a tape drive, it'll be fine until tomorrow"

took me a while to convince them that I really didn't need an engineer coming out right now and it could wait until the morning.
 
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