Reply #142: Took me TWO HOURS to finally get help from Oklahoma City [View All]

I do think it's weird to be discussing this at DU, but....My Dell Horror Story was just over TWO HOURS on the phone. I got India, India, India, crappy and clueless "support." Finally, I was told by someone via IM while I was on the phone to ask that the call be escalated and demand it. I tried that and they first tried to act like they didn't know what I meant. Finally, after TWO HOURS of telling clueless people the same thing over and over, a perfectly clear ENGLISH tech came on the phone. I asked where they were and they told me they were in Oklahoma City. I was shocked! I went into my problem, they told me step-by-step in simple language what to do and --- I was fixed! It was a fairly detailed problem, but it should not take TWO HOURS talking to INDIA before finally talking to a "true" tech in Oklahoma City. I actually talked to two people in Oklahoma and they were very competent and helpful. BUT, I will never buy a Dell again. It shouldn't take what I went through to get decent technical support.