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To be fair, we experimented with a Dell XPS 13 laptop that had a succession of problems, and the service was the worst I have ever encountered in IT, taking sev
by Silhouette 7y ago
To be fair, we experimented with a Dell XPS 13 laptop that had a succession of problems, and the service was the worst I have ever encountered in IT, taking several months of elapsed time before we finally got an on-site visit from someone who knew what they were doing (who then fixed the laptop in under an hour). That was what "next day" level support actually looked like in our case.
We were attracted to these as there was a Linux version that potentially offered a good alternative to Windows 10 for some of our people, but the experience was so bad that instead we immediately ruled Dell out as a supplier for any serious equipment for the foreseeable future.
- newherehi 7y agoInteresting. I've never had an issue with getting a next day tech to our office from Dell.
- Silhouette 7y agoI think we just got stuck in endless loops of tier 1 support people trying to run through checklists over the phone and then again via email. It was essentially the business class version of "Have you tried switching it off and on again?" repeated seemingly endlessly, bouncing from one support tech to another. Clearly several of the techs didn't even understand that they also sold these laptops with Linux on them and that's what we had. Eventually, literally months later, someone finally seemed to escalate it to a person with the authority to send out a technician, who as mentioned before then fixed the actual problem in barely any time at all. We were on the point of just writing off the machine by then, as the amount of time we were wasting dealing with Dell was in danger of costing more than just buying a new box, and at least we would been reasonably confident of having a working system the next day in that case!