Do you own dell??
Did you try to call their support and Google dell support?
If you did then I am sure you know what my today’s blog all about. If you do not own or plan to buy one I will share with you my frustration after full 4 hours, yes 4 hours.
Let me take you back to September 2014 when Dell try to imitate Apple air and comes up with nice design, I am talking about one of their Inspiron 7000 series, and particular I choose 7437 the 13” model. During this time, I was looking to buy a small window laptop and went with the 13 inch. I find it better than my Mac air 13 while I am flying. A few month ago I purchased window surface to give it a try and I find out it is bad idea. I think Microsoft supposed to do something about it quickly because it is not laptop to use in your lap or tablet for its size and weight. I figure this laptop will be much better during my travel. I was satisfy when I receive it.
Here is the PRO
- The touch screen option
- The keyboard flipped around to make it less difficult to use during my flight
- The battery life is another plus.
- Attractive, slim and solid aluminum shell
- backlit keyboard
The 1 TB Hard drive instead of 500 MB will be more attractive but 500 is OK too,
Here is the CON
- The display can be better
- The sensitivity of the touch pad need some improvement.
- The screen touch not the best (sorry, maybe I got used to my iPad for its screen and touch)
When I received the laptop I like it very much for the design, performance and their price (less than $1000). It is fast (for its i5 processor and the 8 GB of memory) nice slick design just like what you see in the photo on Dell website.
My job in the IT business require me to be up to date with technology, I am one of the older generation who grown up on window and most of us converted to Apple (in our personal use and most what we can change in business as well) since late 90’s and early 2000. We start with the iPod, iPhone then we was eager for the iPad after that we claimed the laptop from Apple in order to enjoy the ease to access our information cross all of them. Since then we become fare from window and window products for long time. When you return you always wonder if you made a mistake running away or you made a mistake returning back.
Back to September 2014 when I purchased this Dell which I did not use for long time. In our kind of business we have several computer and laptop between home and work so some of them we do not touch for quit sometimes.
A few days ago I need to use window machine to install my new home cloud so transfer all my files to one place. Recently, I decided to move from home server to home cloud for ease of use to my family. I have to disable the virus protection in the laptop for ease of access which cause my new dell to infect with several viruses. Last weekend I clean it but I realized it was a little slower than usual. In this cases I usually reset the computer to factory reset. I tried to do this to the laptop which I usually do it daily on different computer but this one keeps asking for a recovery media which was not included in the package that I received from Dell. I looked for window key anywhere in the package or sticker on the laptop but I could not find, so I logged in to Dell support and scan my laptop. The Scan find everything perfect which could be in Dell standards but not to mine. After few hours trying the recovery process I start the joke (calling Dell support). Yes the biggest joke I experience for very long time.
I had a great memory with Dell in the past during late 90’s when I decided to teach the older generation in my work how to use computer (Basic computer 101) which for my big surprise I have more than 200 people registered in the first day. I break them to beginner, intermediate and knowledgeable. At this time I suggested to each of them if they like to buy computer they have to buy only Dell for their support especially for the these students level of experience, I remember everyone was happy because Dell support used to be on the spot then. I forget we are not in the 90’s anymore. First, it was my fault because I googled Dell support number. Did you do that?? If not please do and let me know how many 800 or toll free number for Dell out there. Did you see how many of them for Dell? Almost none because Dell never comes on the top of the search page?? Wow Anyway, I learn I made a mistake after I gave them the OK to log in to my laptop using program calls “Showmypc” which I find out Dell does not use that.
Finally I was able to call Dell Support line. From the first call I was clear on what I need. My request was reset my computer to factory reset or sent me a recovery desk. I felt from the beginning that I am asking for the imposable “Recovery desk”. I transferred to more than 10 times each time I answered the same question over and over again.
- Full name (I have to spell it several times)
- Email (I am sure we all understand the difficulty of giving an email over the phone)
- Service tag number
- The reason of my call
With more transfer and more time I spent on the phone, I started the question, and let them know that I am calling to for recovery desk would you be able to help me??? Most of them did not even responded to my question and transfer me to another place. I got the feeling that no one answered the phone know anything technically, everyone transfer me to someone else just to get rid of you. Later on, I start ask them about the number which they will transfer me to, before they do so, just to write them down on paper and I find out sometimes I transferred to the same number more than once even after I explained to them that I already spook with these people.
At the end, and after 3 full hours, I transferred to Jatin_Ratnaram who was totally different and remind me with Dell old days support, he tried for sometimes to restore it but finally he was not able then, the moment comes send the recovery desk after around one hour of download and restart first by instruction given over the phone and then he logged in to my computer to do what he needs to do his things of download and restart over and over. The approval to send the mighty desk completed which took around 15 more minutes extra. Then Jatin introduced his supervisor to apologize which was nice from both of them but for me the big damage was already done and learn that I will make keeps my macair very close to me. I am 5 blocks from the Apple store which takes only appointment and quick walk to fix or exchange any of Apple products on the spot.
After the apology, they sent me the recovery desk on USB flash drive which I receive it after 3 days. They try to call me back to help me with the recovery but I was already completed the job.
If you like to buy Dell, just think twice because it does not matter even if you are an IT person and able to fix it.
I feel Recovery desk or Window Key is not something extra that have to beg for it for all this time, It must be part of any package because we pay for it.
Problem happen and what differentiate the good, bad and ugly is taken care of the problem.