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The most prevalent thing Dell should do is get better control over their in Home support and Phone Support.

Cost cutting and outsourcing and quantity have completely overshadowed , Quality,  Integrity, and Brand Reputation.



When I call Dell support there should be accountability not "we will call you back" and never happens.



When a tech comes to my house and replaces a drive and DOES NOT TEST anything and leaves the install of the OS

etc to me he/she should be fired.



There seems to be no minimum standard for care.

If there is not following it seems to have little to no impact.

I was very close to getting our admin to cancel a Gold support contract for cause due to basic communication errors.

Tech was coming out to replace a tape drive when I clearly stated a hard drive in a raid array was the issue.

Then when he did arrive with a drive he said that I had to wipe the server to fix it.

I took over at at that point giving the bad drive to the tech and requesting security remove him from my site before I killed him.



This was not a dell Logo'd tech.  It was a 3rd party Unisys employee.

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