Dell Tech Support Tip from disgruntledperson

 by disgruntledperson - 2 years ago

“support is sectioned off into groups by system type and company numbers (Home & Office, Small Business, Corporate Business, Federal, etc). when people skip putting in their express service code, or at least replying to the "which system do you have" prompt, it often lands them in the WRONG QUEUE, where they wait longer than they have to, only to find out they were in that queue, then have to wait for a transfer. dell agents can only handle systems identical to what they normally support under their company number if the customer has reached the wrong group (ie: latitude SMB customer in latitude CBG). it sucks when someone gets transferred 4 or 5 times just to get to me, and find out it was a simple fix.”