Why Dell Gets an 'F' for Tech Support
For one thing, dubious 'sweepstakes' on extended warranties
By Dustin Lushing, Newser Staff
Posted Aug 15, 2012 4:57 PM CDT
Dell's customer support was caught pushing "premium warranties" to an uninterested customer.   (AP Photo/Matt Rourke)

(Newser) – Calling up Dell for technical support can quickly turn into a sketchy situation, according to Laptop Magazine. When a reporter called the computer maker on three occasions to ask about simple issues, tech support employees were curt and repeatedly pushed "premium warranties"—in one case when the traditional warranty should have sufficed. One Dell worker even used the tactic of claiming the reporter—who called to ask for advice on extending battery life—had just won a daily drawing and was now eligible to purchase an extended warranty for the low, low price of $317.

Dell replied by saying the dubious "daily sweepstakes" strategy is not an encouraged tactic and that it would spread the word to its tech support teams. "We hope the company stops the practice altogether," writes Mark Spoonauer. "Customers should never feel pressured to upgrade to a premium warranty at a time they’re just looking for a little help." While he writes that Dell's tech support "isn't all bad" and has some nice features, the overall grade this time around is F.

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Showing 3 of 20 comments
Barbs1133
Aug 17, 2012 6:59 PM CDT
Employees pushing premium warranties at Dell aren't doing it for the fun of it or to make a lot of money. They must do it to keep their jobs. Working for Dell can be a horror.
nilofar
Aug 16, 2012 2:54 PM CDT
Am glad to know that I'm not the only one who's been through an ordeal with Dell. Under warranty period, I needed the battery replaced on my laptop, as the old one stopped charging. It took them 1 month and 3 different tech people. They changed my motherboard, sent me a new charger, tinkered with other peripherals, till I yelled at the last guy and forceably got him to try a new battery (which thank heavens, worked!)
TessTalks
Aug 16, 2012 10:08 AM CDT
Yeah, if I hear one more time from "Polly" that she will handle my "concerns" I'll barf.