my reason for calling was because the charger to my laptop was no
longer working. It was working off and on for two weeks. But as time
went on it worked less and less.
I could tell it
wasn't working because the light on the charger would never light up.
Also, my laptop wasn't being charged when I plugged it in.
also tried plugging a lamp into the same outlet, thinking that it might
be the outlets fault. But this wasn't the case. I tried charging it in
several different outlets and everything had the same result.
I gave Dell technical support a call around 8:30 AM EST.
I was speaking with a Dell representative. The man had a pretty thick
Indian accent. But for the most part, I could understand what he was
I told him my problem. The same story that I
mentioned above. He put me on hold for about two minutes to basically
type up everything that I had just said.
read what he had just typed and asked me if it was correct. It was
basically word for word what I said so I said yes.
he asked me for my Service Tag number which I promptly gave him.
Another minute later he was asking to confirm what type of laptop I had
and that my laptop was still under warranty.
asked me again to tell him how I knew
that it wasn't working. I told him everything again and he
seemed pretty convinced.
He asked if I would be on
hold for a few minutes and I said yes.
minutes later, he asked if the light was never on.
Or if the
light wasn't on only
I plugged it into my laptop. I told him that it was never on.
this brief question, he asked if I would be on hold again. A little
frustrated, I replied yes.
Three minutes went by and
he asked me what type of adapter I had. It was hard for me to
understand what he was asking and it took a minute for me to finally
make out what he was saying.
I told him what adapter
I had. After a few seconds of typing into his computer, he then went
over a couple of questions to make absolutely
that it wasn't working.
then that he said that my adapter was indeed
He asked if I would wait on hold again for a couple minutes so he could
give me all of the information.
When he got back, he
said that he would ship out a new adapter immediately.
called on a Friday. He said it would be at my house on either Monday or
He gave me a couple service numbers to
write down in case I needed to contact him. He also asked for my phone
number. He said he would be contacting me in a few days to see if I
received the adapter and whether or not everything worked fine.
then asked me to wait on hold one
so I could speak with his supervisor.
few minutes go by. Hello supervisor! Another Indian man. He asked a
couple short and sweet questions. How was the service? Did I get what I
wanted? I said that everything was fine and we hung up.
was done at a little after 9. The total calling time around 35 minutes.
I received the adapter on Monday! A pretty good
delivery time if I may say so myself.
worked just like I expected.
On Tuesday, the Dell
representative gave me a call around one o'clock. He asked if it
worked. Yes. He asked if there was anything else I needed. No. He then
kindly asked my permission to close the case.
that would be fine. And that was that.
New adapter within a few days. And I didn't even need to return my old
That was what surprised me the most. I thought
I was going to have to send my old adapter in (3-4 days). Have them
confirm it didn't work (1-2 days). Then send me a new one (3-4 more
this wasn't the case. Two business days and the new
adapter arrived at my doorstep.
There were a few things that was frustrating to me.
I was starting to get a little annoyed that I was being put on hold so
many times. But it makes sense that he had to make sure he was
following all of the procedures correctly.
didn't like some of the repetitive questions that I was getting. But I
can understand that most of the people that Dell talks to have no idea
what they are doing. So you have to ask these questions over and over.
overall, I was very
with the my Dell technical support experience.
wasn't perfect as far as the phone call goes. But you can't beat
getting a brand new part within a couple of days.
the phone call only lasted a total of 35 minutes.
people think that you are on hold for two hours before you ever speak
with someone. Every time I have had to call, I have usually received a
reply within 15 minutes.
Maybe it's because of the
time of day that I call. I can imagine that less people call at 8 in
the morning. It's also important to make sure you are getting to the
right area of technical support.
message when you first call asks a series of questions. Failure to get
to the right area can be a huge
Make sure you have your
service tag with you before you call. And make sure you go into heavy detail
I figured the reason that the phone
call was so short was because I told him everything that I did to try
to fix it. I guarantee
would have made me go all through the house trying to find an outlet
Make sure you do everything you can to
fix it yourself. And then tell them everything that you tried.
support isn't as bad as people make it out to be. You just have to use
a little common sense to make it go as smoothly as
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