Anybody had to have DELL exchange a faulty HDD - AM i missing something - Call them

[Jaan]

Long story short, we've had our first dell failure, never had to deal with them before. It as simple HDD failure, just looking to swap it out and put it back in the 3 node cluster (S2D). Everything is online

 

we have ProSupport 5yrs and was expecting to be able to email/webchat to get it sorted........ the only option i have is to call them....... i've been listening to dell music on their phone system for far too long, and i've had to hang up twice because i've been "needed" to go and show somebody how to use a power button......

 

ideally i'd like to email and deal with it that way.... anybody know of any dell "Tricks"

 

Cheers edugeek peeps

[Norphy]

IME when you have ProSupport the phone is usually answered very quickly and the engineer on the other end of the line listens to you and just gets it done, especially when you get someone in the Irish call centre. I don't know what's going wrong with you today. Are you getting through to the technical reception?

[howartp]

My first two tickets I used WhatsApp and Phone side-by-side; the first one got answered by phone quickest, the second one by WhatsApp quickest.

 

However the current ticket I have live I made an account at https://techdirect.dell.com/Portal/TechnicalSupport.aspx and logged the ticket directly into their system.

[Jcx500]

Dell Support is normally second to none for us, seems out of character for them.

[old_n07]

I can only speak from personal experience of dealing with Dell over the past 15 or so years but they are normally pretty good, although they will make you go through the reasons why you say a part is faulty as they just follow a script unless you are lucky enough to speak to one of the Irish team

 

There is a web chat and email option available on the support page but I normally call them on 0844 444 3844, go through the voice menu system and after saying the service tag it connects with the ProSupport team, the max I've ever been on hold is about 5 minutes.

 

The Email and web chat are on the contact us page: https://www.dell.com/support/incidents-online/en-uk/

[Jaan]

An update to this.....

 

I was given the wrong details from our supplier...... Once i got the right point of entry it was simple...... thanks guys!