Dell Home & Office Customer Service

Calling Dell was a pretty streamlined process, even without an access code. I don't typically buy Dell products, but my parents have an old Dell laptop that is somehow still trucking along that I needed to talk to someone about. The charger has seen better days and I'm not even sure they make a charger for it anymore, so I figured that calling Dell for customer support would be the quickest way to get to the bottom of the problem. I use mostly Apple products, so I really don't have any experience with this type of computer, but the support was good nonetheless.

When I called, an automated virtual assistant stated, "Thanks for calling, Dell," and then warned me my call may be recorded before asking, 'What can I help you with today?" I told her that I needed technical support. She then responded, "Okay, technical support. I can help with that. I need a code from the sticker on the bottom of your device. If you see a 10 to 11 number code, say express service code, or if you see a code with a 5 to 6 number code, then say Dell service tag."

I looked on the bottom of the Dell laptop, but either it had fallen off or the computer is so old that it was made before these service codes were placed on computers. However, I thought this was a pretty nifty way to offer customized customer service. It makes me wonder if other electronic companies have this same type of sticker system. Apple obviously uses log-in confirmation, but I wonder what others do.

I told the voice agent that there was no sticker, and she said that's okay but she would need some information. She then asked if the product I was calling about was primarily for business or personal use, and I said personal use. Next, she said, "Okay, please tell me which one you have, desktop, smartphone, laptop, or tablet." I answered that it was a laptop, and the next instruction was, "Okay, a laptop, and what model is it?"

I didn't know the exact model but told her it was an Inspiron computer which seemed to be enough information because then she told me that she would transfer me to technical support. I was caught off-guard when the wait message stated they were currently experiencing heavy wait time, but then they said my wait time was five minutes, which is nothing for technical support. 

It did take about five minutes, but then I was connected to an agent who had a slight accent but was able to help me figure out how to buy a new charger for my parents.