After Sales Support - Dell vs Others ?

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tech12

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Hello,
I am looking to buy a laptop and I am mainly going to base the decision on which manufacturer has better after sales support... so here are a few questions that probably some of you can share your experience with.


1) Are there any other manufacturers besides Dell that have a Complete Cover( Accidental and Physical damage) Warranty coverage ? Is the Dell Complete Cover Warranty really reliable or worth ?

2) Although the After Sales Support may vary among individual service centers and place to place(depending upon their individual behavior and attitude towards customers), please share your experience with a service center of a particular brand that you bought. Also, share your experience about the tech support people at your particular brand's call center. Were they

a) Courteous
b) Were they knowledgeable enough to diagnose and solve the problem accurately ?
c) Helpful and acknowledge hardware parts replacement in case of hardware issues and ask the service center people to help you out.


3) Do any of you have experience with Fujitsu After Sales Support ? Please share your experience if you do.

Thanks in advance for answering.
 
Dell is Good, and I have good-enough experiences with them till now.
But, the Dell we see now, is not the DELL it used to be.

I don't know about other manufacturers, but Lenovo's Support seems to be good.
 
F3niX said:
Dell is Good, and I have good-enough experiences with them till now.
But, the Dell we see now, is not the DELL it used to be.

I don't know about other manufacturers, but Lenovo's Support seems to be good.
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I may have to contradict your statement about Dell...
still no progress on my issue
 
Thats what I am saying,in the 2nd Statement. Dell is not the DELL it used to be.
If I am going to buy a Laptop now, it would be Either Lenovo Thinkpad or Sony. Even Apple is better with Warranty..
 
What's your issue with Dell Chaitu ? So does Lenovo have anything like Complete Cover Warranty as Dell ?
 
tech12 said:
What's your issue with Dell Chaitu ? So does Lenovo have anything like Complete Cover Warranty as Dell ?
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Its a long story but in short they are unable to fix my issue even after 6 part replacements and 3 months.
They even kept the laptop with them for a month and damaged it....
So finally I can tell you that dell warranty is good as long as your issue is small,but if it is a major issue then you would be stuck with arrogant and pushy resolution experts whose main job is to close the case with as little cost as possible to Dell.

Complete cover is usually of not much use and I have never used it in the 1year I had my laptop...
Better take extended warranty,whatever brand you chose.....
 
Thanks Chaitu and F3nIX .. that's the purpose of this thread... finding out if the supposedly good ASS brands( like DELL) are still that good or have they withered away over time... Looking forward to hear more experiences as well as about other brands...
 
Dell's ASS is bad.. I mean really bad.. Most times they will just try to upsell something or the other..

The most professional ASS IMHO is Lenovo/Sony.. Lenovo also provides on site support for certain models..

Apple's tech support in India is outsourced so you shouldnt expect US/ Euro standards here..
 
Thats how it is , they just want to build a reputation , once a reputation is built , they will no longer care of customer support .
Am sure this tactic is taught by Indian consultancy firms to the foreign firms , I have seen this a lot . Once a firm has reputation , people will just blindly go for it .
And Mr Chaitu is exactly on the spot , that is what they are taught to do , fool you into an chedap interim solution or a fix up job when you are entitled to a proper service .
They tried to do it with me , a smooth talking girl tried every way to convince me but I did not give up and in the end after some fighting with other guys in several days got the service I deserved .

The question here is of luck , here in India , you are very unfortunate if you get stuck with a lemon . If there is a minor issue , they will fix it easily and all will shout , oh awesome service .
The true color comes out when there is a major problem .
Pray you dont get a lemon , otherwise whatever firm you choose , you will have a problem ! .
 
while dell is not good as it used to be, it is still head and shoulders above the competition as far as service is concerned.
What has fallen is
1. Product quality More things fail more often, but if you have complete cover, it is usually taken care of

2. Service Response times. Typically if you call up using their toll free number, expect to take an eternity ( half an hour minimum listening to "your time is valuable to us :P". then You will have to follow a long diagnostic script.Call their premium support number - i find it worthwhile.

My experience - My Inspiron 15R (first gen) has an HSF issue ( all of them with graphics have this overheat and shutdown issue - check the forum) My HSF has been replaced twice, and have been assured that as per dell's policy, the third time I raise the same issue, I will be given a full replacement. The sad part is now that I want it to die, its not dying :|

I fell asleep on my lappy in a train, and broke the screen once, and another time while playing around with the sound to coax more bass, blew one of the speakers. Both were replaced no questions asked. More importantly, They came to where i was staying - Once in bangalore, once in bhubaneswar, once in trivandrum, once in chennai - I didn't need to go out and find a service center in a place I was hardly familiar with.

Yes it's not perfect, but its far better than than anything else you get in India.
 
Thanks Greenhorn... is this your recent experience with Dell ? I've read that Dell's been really good in previous years but does this still hold to some extent /
 
tech12 said:
Thanks Greenhorn... is this your recent experience with Dell ? I've read that Dell's been really good in previous years but does this still hold to some extent /
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this is over the past two years - 2010 onwards. The last time i called them was when the LCD was replaced in March. 2012
 
Not only dell after sales but also the hardware quality of dell laptops are poor. People have only craze as its new for indians.
Thinkpads, hp probooks, new pavilion models are much better.
Best overall after sales is by hp india nowadays, it comes with same complete cover also called accidental cover warranty.
 
Dr. House said:
Not only dell after sales but also the hardware quality of dell laptops are poor. People have only craze as its new for indians.
Thinkpads, hp probooks, new pavilion models are much better.
Best overall after sales is by hp india nowadays, it comes with same complete cover also called accidental cover warranty.
Click to expand...

Thanks i'll into HP as well then....
 
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