For all the “Dell Hell” stories out there, particularly this one from Jeff Jarvis, I wanted to tip the scales a bit in the other direction.

I have a couple of Dell laptops, but fortunately I’ve never had to call customer service. My daughter got a Dell from her school when she went away to college this past September, but she’s never been able to connect to my wireless network here at home. Now that Winter break is here and she’s around for six weeks or so, the time came to solve the issue once and for all.

The college IT dept. suggested my driver. Did it. No help. They suggested deleting and recreating profiles. Did it. No help. So off to Dell Hell I went.

At first, I thought I had another horror story: I explained the situation to a customer service rep using Dell’s online chat, and was pretty wary when, after explaining that I downloaded and installed a new wireless driver , the rep asked, “have you tried to update the wireless driver?” Danger, Will Robinson!

But then I was put in touch with Dell’s wireless team. I dealt with one extremely helpful and knowledgeable guy who took control of the system, nosed around, and figured out that there was probably an issue with the router. I had to do a bit of router research on my own and call back with some additional info. When I did, I dealt with an extremely helpful and knowledgeable woman who updated the router firmware.

Problem solved. All tech support issues should be solved this smoothly.

This entry was posted on Saturday, December 15th, 2007 at 12:18 pm and is filed under Marketing Stuff, This 'n' That.