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Hey, nomas...
If reinstalling software fixes everything, then why did swapping the drive fix it?
Why did my Google turn up several forum posts just like my problem with exact same make/model of drive?
If you think you won't get flamed by experienced techs, you're loony.
Quote:
Originally Posted by nomas
People like you are the exact reason that I hate dell, I sent a nice email explaining that my ROUTER was bad and instead I get a wireless CARD. And the mentality that you and seemingly the rest of dell has is that every one is a complete moron and wont know the difference. Well ya know what? **** you and **** dell. I have tons of other companies that BEG for our business and are grateful when I give it to them. They also treat me properly, you know, like the person who is paying their salary!
Blow Michael Dell all ya want, dell still sucks
Quote:
Originally Posted by Radical Dreamer
BS...people that don't know the difference shouldn't be calling us. They really need to call someone like yourself that is LOCAL and is able to go to their house/shop and work the problem yourself. My whole reason for throwing MY rants here is because you guys are unfairly painting ALL dell techs the same. So, why shouldn't WE be able to paint ALL (l)users the same?
Question: How long does it take an IBM engineer to change a hot swap PSU
Answer: 3 weeks..
A motor company i go into to fix Dell's, have ibm's as well. A psu failed and one was sent out the next day but only IBM people can touch the servers (on this site)or it invalidates the warrany. It took them 3 weeks to send an engineer.
Support is no better or worse between companies, it's only people experiences. I'm always asked if i'd recommend Dell machines, well i only see the broken ones but yes i still recommend them. Again they are no better or worse than the others out there.
When i do hard drives, if it's a predicted failure i will try to ghost it. Other failures i will change the drive, install the os and hook up the failed drive to see if i can get anything from it. I don't have time to use spinrite or data recovery tools. The customer can send the disk for data recovery if they choose.
The worst calls are OS problems, these can be anything from porn dialers,spyware, viruses, deleted files or dodgy programs. Again i don't have the time for a perfect fix. Dell doesn't warrant the data on a hard drive, so as long as it can be restored to factory condition that's fine.
Most of the guys i deal with in Dell tech know what they're doing and treat me OK, occationally i get a script king but i go into 'done that' mode and bypass the the crap. I deal mostly with the enterprise support group and i have no probs with those guys. It's teamwork, they have the screens and knowledgebase and i have the hands on and we arrive at a solution.
There is an easy answer, if you don't like Dell buy something else, plenty of companies willing to take your money but Dell must be doing something right!!!
Thanks Tommo. You are 100% correct! If you can make yourself sound like you know what you are doing, you will not have to do troubleshooting as if you were a noob. That's all I have been trying to say here. True enough, there are some techs that REALLY don't belong on a phone and be allowed to have contact with people or their data, but they are in another country. Most techs here in the USA are good techs and care about fixing a customers problem. Some of the customers (like the above examples) don't allow us to give two ****z about their problem probably because of their attitude. Nobody wins there.Quote:
Originally Posted by tommo666
I wasn't talking about the newly outsoursed brethren. I have had it from the western world. I don't deal with the asian side.
Example: A tech wouldn't replace powered speakers until i had tried another power outlet, DUH!!! when the rest of the sys was off the same extension.
They and you all suck, I am your GOD now!!!!!!!
Now i lay me down to sleep i pray to God - " Do you squeal like a pig"
Oopps, forgot the :-))))))))
Quote:
Originally Posted by tommo666
I'm not outsourced.... dang..Cleetus is bitter....
I guessed that, Freedom to say what you like is great. I love it, it makes life worth living. I love forums you get some real good info plus you can have fun on the way. Just don't take thing personally, if you do. Then don't post.
A lot of these guys are bench techs and they know all the consumers problems and the best fixes. I'm a field tech i don't have the time to finesse the problem, i just have to get it working. I get a lot of info from this siteand for that i can stand the occational flame or six..
You forgot the corporate tech/admin who just doesn't have all day to have their telephone tied up or to keep people from their computer.
True but the main point of the seemingless troubleshooting is to try and isolate the problem area so the tech can order the parts that will probably give a first visit fix.
I have been to calls where no troubleshooting was done and it was a best guess by the tech and we ended up needing different parts. As you know troubleshooting is a methodical approach. Outside the box then inside, run the diags then remove, count the beeps, then reseat etc. If that gets done first then there's a better chance of getting it fixed first time.
I'm often asked do i have this bit or that. I get the bits ordered for the call and no more. So if the supplied part don't fix it, then i do the diags and order the bits that wil.
My company does a lot more than just Dell but it seems to have taken over my life. We make and sell BIG servers, ES7000 being one..
I should clarify, to be fair:
I once talked to a good Dell tech. I know they exist. Some of these posters seem to think all Dell techs are idiots, but I don't. No, my beef is with Dell Support; the way it's structured to run you through several layers of the idiot phone clerks before you are allowed to talk to a real tech. 24-hr Gold Tech Support ends up taking a several days on the phone or email.
The beef is that when I deal with Dell Support, I'm forced to give the same info three times. I realize there are all sorts of idiots calling Dell with "stupid user" and even "stupid tech" sob stories. Thats' why Dell has a process. The beef is that the process has to be repeated several times before they finally believe you!
Me: "I reseated the drive."
Dell: "Okay, could you reseat the drive?"
Me: "Hello?"
Me: "I ran the Dell Diagnostics CD that came with the machine and it gave this specific code and said the drive was toast."
Dell: "Did you run Dell Diagnostics?"
Me: "Uh, well, YES!!"
Dell: "What did it say?"
Me: "Hello? Is there anyone there?"
Okay, this isn't an exact manuscript. I refuse to actually be that rude over the phone.
This is the NORM from Dell Support!!!
I shouldn't have to repeat myself so many times. This is the way management designed the infrastucture of Dell Support. It SUCKS!
I know there are excellent techs at Dell! Some are brilliant techs! Why can't we seem to get any on the phone? They earn too much money to answer phones. Really smart techs design the OEM builds, test procedures, etc. Clerks answer phones and read generic responses. If I get a smart Dell tech, I know he's "passin' through" and I was lucky to get them the month they spent answering phones before going on to bigger and better things.
As recently as three years ago, smart Dell techs were the norm. Dell canned them. It's a management decision.
Don't buy Dell Gold Support. It costs more and takes longer than fixing it yourself.
Dells are good machines. Failure rates are excellent. Still, failures happen. Just fix it.
But I don't make the management decisions around my company. Support contracts are my company's "blankie" that makes them feel all warm and cuddlie.
@nomas, you don't strike me as being nice, intelligent, or mature.
@tommo666, you seem to be nice, intelligent, and mature. And that makes all he difference in the world.
At any point did I say that I don't troubleshoot? At any point did I say that the corporate tech/admin was a lower form then your high and mighty exalted position in the world? Get over yourself dude.Quote:
Originally Posted by tommo666