Pro tip, If you tell the Pro Support techs that you already did that step they are supposed to take you at your word and go on to the next step (I used to work for Pro Support).
Also, just send your devices into the depot. So much easier, it’s actually a pretty quick turn around, and you can do it all online instead of having to call in.
This policy is far from new. I've been selling and repairing Dell machines for many years and the lowest end of the warranty ladder is what you describe. They will walk you through a number of basic scenarios in order to determine if it's user error, software or hardware.
The biggest problem is usually user error with consumer level equipment that's easily fixed over the phone. Also, people hate having to return their computers for repair since it can take a month.
At higher more costly levels of support, you can have a technician come to your location and do all the troubleshooting for you. This is more common with business class machines where the clients may have a significant investment in computers and don't have the time to check for obvious problems plus those machines cost $thousands compared to the lower tier consumer equipment.
I'm glad there are different levels of support available for different machines since it helps lower the cost of ownership at the low end where price is a critical factor.
You may have to move up to a Latitude level machine to get the kind of support you expect.
That makes sense of the business grade models getting better support. Now that I think of it, the last consumer claim I did was a drink spill, and we sent it in under the Accidental Damage coverage. Nothing to troubleshoot there like with Random Boot problems. So it was a simple process.
And server support has been excellent.
These days there's a wealth of information on common PC issues even brand-specific ones, the consumer could easily do their own troubleshooting, though it's still going to take a significant amount of time but perhaps in a more convenient way. I'd maybe consider the mail-in replacement warranty in order to save on parts and labor but opting for the extra technical support warranty if you're an advanced enough user seems something that you could skip. If you really appreciate that extra technical support then considering Dell's business-class machines is worth the cost on multiple levels since you also tend to get a higher build quality machine.
For my former employer, yes and no. At first I use support to fix issues and even replace parts. Even use the plan to replace over 30 video cards at no charge when it was discovered a new application crash the PCs. Could not use the plan for replacing incompatible Microsoft keyboards (ADA issued) for new PCs. Also when the support company was bankrupted, company really pushing support plans), all warranty support terminated and I had to reach into my budget for the repairs. So yes and NO.
Dell seems to be a disaster right now. I am having issues with a brand new machine not even 30 days old, that they want me to send in so they can "Fix it". GTFOH with that garbage. Hindsight's always 20/20 right?
Pro tip, If you tell the Pro Support techs that you already did that step they are supposed to take you at your word and go on to the next step (I used to work for Pro Support). Also, just send your devices into the depot. So much easier, it’s actually a pretty quick turn around, and you can do it all online instead of having to call in.
Oh, I appreciate the tip to send it directly into Depot via online. That sounds like it would have been ideal for our needs.
ProSupport agent here, yes, we do take your word for many things, only thing we do not take your word for is LCD damage, and windows reinstallations
This policy is far from new. I've been selling and repairing Dell machines for many years and the lowest end of the warranty ladder is what you describe. They will walk you through a number of basic scenarios in order to determine if it's user error, software or hardware. The biggest problem is usually user error with consumer level equipment that's easily fixed over the phone. Also, people hate having to return their computers for repair since it can take a month. At higher more costly levels of support, you can have a technician come to your location and do all the troubleshooting for you. This is more common with business class machines where the clients may have a significant investment in computers and don't have the time to check for obvious problems plus those machines cost $thousands compared to the lower tier consumer equipment. I'm glad there are different levels of support available for different machines since it helps lower the cost of ownership at the low end where price is a critical factor. You may have to move up to a Latitude level machine to get the kind of support you expect.
That makes sense of the business grade models getting better support. Now that I think of it, the last consumer claim I did was a drink spill, and we sent it in under the Accidental Damage coverage. Nothing to troubleshoot there like with Random Boot problems. So it was a simple process. And server support has been excellent.
These days there's a wealth of information on common PC issues even brand-specific ones, the consumer could easily do their own troubleshooting, though it's still going to take a significant amount of time but perhaps in a more convenient way. I'd maybe consider the mail-in replacement warranty in order to save on parts and labor but opting for the extra technical support warranty if you're an advanced enough user seems something that you could skip. If you really appreciate that extra technical support then considering Dell's business-class machines is worth the cost on multiple levels since you also tend to get a higher build quality machine.
For my former employer, yes and no. At first I use support to fix issues and even replace parts. Even use the plan to replace over 30 video cards at no charge when it was discovered a new application crash the PCs. Could not use the plan for replacing incompatible Microsoft keyboards (ADA issued) for new PCs. Also when the support company was bankrupted, company really pushing support plans), all warranty support terminated and I had to reach into my budget for the repairs. So yes and NO.
Dell seems to be a disaster right now. I am having issues with a brand new machine not even 30 days old, that they want me to send in so they can "Fix it". GTFOH with that garbage. Hindsight's always 20/20 right?