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Originally posted by Swerve
emailed them and the exchange has gone something like this 1) my email describing the problem 2) The automated response back, which is garbage 3) my reply to the automated response telling them to read the email and try agin 4) Their tier one support person writes back some basic troubleshooting tips, still not solving the problem, 5) My response back that they haven't solved my problem, I'd like to have my unit replaced 6) Their response back that they are sorry for the inconvenience and that a new one will be sent to me, and then a couple of emails back and forth to verify warranty and shipping info. All in all, not a super customer service experience
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And sad to say, Dell isn't the only one with this problem. I'm sure you all can attest to similar problems with other tech companies, whether it be software or cable internet providers.
Tier 1 support is just designed for the absolute neophyte user; problem is, they assume everyone is the neophyte user.