Support at Dell vs Support at PC World
As my boss insists on buying Dell machines for the office (Laptops, servers and Desktops) I have to admit the that quality of the machines are solid.
I have never really had any reason to open up anything other than to add memory upgrades and the occasional wireless card for laptops so I have no reason to complain about the machines that Dell produce in fact I have been impressed by some for the solidity of some of the servers I have,
PC world, again although its my final port of call if I need something, like if its a Sunday and I need something that cant wait etc they serve a purpose and are a reasonably easy route into computers for the uninitiated.
My Experience of both PC world and Dell support have been exactly the opposite
I remember arguing with a support person in my local PC that just because a laptop had built in wireless it wasnt a Centrino Laptop (the one in question was AMD based) to sending a question but the 'technician' was adamant that any laptop with wireless no matter what hardware was centrino based, and overhearing a guy at the helpdesk enquiring about a printer for an apple he had and being asked what version of windows it was running (This was prior to the Intel macs)
I gave up with Dell support after asking whether the onboard NICs on some of my workstations would support PXE booting and the 'support' person responded with the statement that I didnt actually want PXE I wanted DHCP and had copied and pasted an explanation of what PXE was from whatis.com.
My point is that until the manufacturers/retailers spend the time and resources to train the best resource they have (their staff) to a level that enables them to provide the service that I am sure they are capable of delivering and not just give em a silly name and hope that solves the image problem then these people are doomed to be looked at this way.
Its not the support people I am sure its the lack of basic training that makes the customer facing support people a target for such derision.
Dont even get me started on the asset tag obsessed receptionist at Dell support.