> From: [email protected] [mailto:[email protected]] On > Behalf Of Luke S Crawford > > My experience with dell support has been pretty negative. Granted, I > think my customer was on a lower support tier... but god damn, it was > like pulling teeth. Fixing the problem myself and RMAing the part in
Oh - I'll add to that. Just like laptops, Dell offers varying levels of support. Their lower levels of support are utterly terrible, where they will not dispatch any hardware until they have a conclusive diagnosis over the phone. But if you get a higher level of support, then they're good. For laptops, if any professional or business depends on them, always get the gold support and complete care. Basically top-of-the-line support. Unmatched by any other laptop vendors, and priced within reason. For servers ... Well, their top-line support is pretty crazy. 2-hour onsite support with case escalation means they dispatch a new set of hardware to your site as soon as you call, and they diagnose the problem while the replacement unit is already en-route... Naturally this results in a lot of "false positives" and techs returning to the warehouse with boxes unopened, and is pretty damn expensive. You might as well have a hotspare chassis. I settle for any Dell server support which includes 24x7/4 hr onsite response. The price is within reason, and they've only failed to meet the SLA under unusual circumstances... Once, the tech got into an accident on his way to my site, so they had to send another tech from farther away. Once, they had 2 other people call in before me for the same type of system, so their warehouse was depleted, and they had to air-courier a system from another city. _______________________________________________ Discuss mailing list [email protected] http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
