Fly to Malaysia and you'll get Dell's support
by Aun Taraseina · 07/17/2007 (9:07 am) · 17 comments
Today My Dell Inspiron E1705 had a crash down. It's VGA was broken somehow and therefore it can't display anything on any monitors. We will be having a small conference to promote TORQUEX and I really need to use my laptop to prepare a short demo of TORQUEX. So, I made a call to Dell Thailand Technical support. Here was the conversation.
ME : Hi, My Dell Inspiron E1705 is broken the VGA seems to be the problem.
TS : How can you be sure it's the VGA.
ME : My Dell won't display anything but the Hard drive is still active and all the function lights are still on including the LCD black light. I tried taking out the battery and leave it for 5 minutes then open it again and that didn't work. I plug in another LCD monitor but the monitor couldn't find the laptop. I've reset the memory by taking out the RAM and put it in again that still doesn't work.
TS : Okay I think there're some problem with your VGA.
ME : Yeap, so what do I do next.
TS : You need to know we don't support Inspiron here in Thailand.
ME : Ok and ..... ?
TS : You'll need to fly to Singapore and get Technical support there.
ME : What........... you must be joking aren't there any alternative ?
TS : Oh yes you could choose to go to Malaysia too.
ME : Hm.... can't I just order the NVidia 7900GS from you I'm willing to pay.
TS : I think you need to go back and read the warranty that came with your computer and find the part that says even if you have a international warranty you won't get any support if the country you are in don't have that model.
ME : So then.... how can your technical support help me ?
TS : I will send you to customer service.
ME : hah ?
---------- wait 2 minutes -----------
CS : Hi , I heard your problem from the technical support
ME : Yes.
CS : We don't support Inspiron model.
ME : Yes, so I've heard.
CS : Even if it is an international warranty.
ME : Yes, I've heard that too. Can't I order the Nvidia 7900GS from you and maybe you could help and get the order from Singapore or the US.
CS : No, I don't think you understand this, we don't support Inspiron.
CS : I'll send you to Malaysia Technical Support
ME :.........
---------- wait 1 minutes ----------------
-- Thai Customer support is still on the line but now she included Malaysia Customer support on the line too --
Malay-CS: Hi my name is ......... , I am ............. , don't worry as we heard your problem it will take only 2 - 3 business days to fix your Dell laptop. (a really friendly Malaysian speaking Thai)
ME : Hm... I don't understand your Thai can we speak English ?
Thai-CS : He says that it will take you only 2 - 3 days if you fly to Malaysia to fix your laptop.
ME : Oh.... so I have to buy a round trip to Malaysia for 9000 Baht ( 300$ ) and have to stay at a hotel to do nothing and wait for the technical support at least 2 days?
Malay-CS : Yes, you need to come to Malaysia and call us and tell your address and we will process your support in 1 - 2 day from the day you called.
ME : Hm..... ok Thanks. (I had enough)
=========================================================================
-- Then I made another call to my travel agent friend --
ME : Dude , I need a round ticket to Malaysia and I'll be staying there for 2 days. How much would it cost.
F : Huh your on your vacation already.
ME : No, I've never had a vacation. I need to get my laptop fix there.
F : Your crazy, why don't you call Dell Thailand and have it fix here.
ME : I did, this is what they told me to do.
F : Then you need to email Micheal Dell and CC your problem to Sony, Acer , etc..... Then you'll get their support for sure.
ME : Okay, so how much is the trip?
At the end, I sent an email to technical support in Singapore and USA which both were extreamlly helpful. Dell Singapore have sent an email saying that they would sent the parts by mail to Thailand and would take only 3 days. My only request to him is sent the part to my house directly don't let the part pass Dell Thailand.
And for some game related things. On the 21 of July, Chiang Mai Digital Works have team up with the Software Industry Promotion Agency of Thailand to help kids make games in their school break. We are trying to promote the use of TorqueX and XNA Game Studio to kids to make their first game. For any Thai resident that is interested please have a look in our website. The event is free and with enough support we would also arrange a small TorqueX course (about 40 - 120 hours) for free.
TorqueX event website (Thai)
Aun.
Torque Motion
ME : Hi, My Dell Inspiron E1705 is broken the VGA seems to be the problem.
TS : How can you be sure it's the VGA.
ME : My Dell won't display anything but the Hard drive is still active and all the function lights are still on including the LCD black light. I tried taking out the battery and leave it for 5 minutes then open it again and that didn't work. I plug in another LCD monitor but the monitor couldn't find the laptop. I've reset the memory by taking out the RAM and put it in again that still doesn't work.
TS : Okay I think there're some problem with your VGA.
ME : Yeap, so what do I do next.
TS : You need to know we don't support Inspiron here in Thailand.
ME : Ok and ..... ?
TS : You'll need to fly to Singapore and get Technical support there.
ME : What........... you must be joking aren't there any alternative ?
TS : Oh yes you could choose to go to Malaysia too.
ME : Hm.... can't I just order the NVidia 7900GS from you I'm willing to pay.
TS : I think you need to go back and read the warranty that came with your computer and find the part that says even if you have a international warranty you won't get any support if the country you are in don't have that model.
ME : So then.... how can your technical support help me ?
TS : I will send you to customer service.
ME : hah ?
---------- wait 2 minutes -----------
CS : Hi , I heard your problem from the technical support
ME : Yes.
CS : We don't support Inspiron model.
ME : Yes, so I've heard.
CS : Even if it is an international warranty.
ME : Yes, I've heard that too. Can't I order the Nvidia 7900GS from you and maybe you could help and get the order from Singapore or the US.
CS : No, I don't think you understand this, we don't support Inspiron.
CS : I'll send you to Malaysia Technical Support
ME :.........
---------- wait 1 minutes ----------------
-- Thai Customer support is still on the line but now she included Malaysia Customer support on the line too --
Malay-CS: Hi my name is ......... , I am ............. , don't worry as we heard your problem it will take only 2 - 3 business days to fix your Dell laptop. (a really friendly Malaysian speaking Thai)
ME : Hm... I don't understand your Thai can we speak English ?
Thai-CS : He says that it will take you only 2 - 3 days if you fly to Malaysia to fix your laptop.
ME : Oh.... so I have to buy a round trip to Malaysia for 9000 Baht ( 300$ ) and have to stay at a hotel to do nothing and wait for the technical support at least 2 days?
Malay-CS : Yes, you need to come to Malaysia and call us and tell your address and we will process your support in 1 - 2 day from the day you called.
ME : Hm..... ok Thanks. (I had enough)
=========================================================================
-- Then I made another call to my travel agent friend --
ME : Dude , I need a round ticket to Malaysia and I'll be staying there for 2 days. How much would it cost.
F : Huh your on your vacation already.
ME : No, I've never had a vacation. I need to get my laptop fix there.
F : Your crazy, why don't you call Dell Thailand and have it fix here.
ME : I did, this is what they told me to do.
F : Then you need to email Micheal Dell and CC your problem to Sony, Acer , etc..... Then you'll get their support for sure.
ME : Okay, so how much is the trip?
At the end, I sent an email to technical support in Singapore and USA which both were extreamlly helpful. Dell Singapore have sent an email saying that they would sent the parts by mail to Thailand and would take only 3 days. My only request to him is sent the part to my house directly don't let the part pass Dell Thailand.
And for some game related things. On the 21 of July, Chiang Mai Digital Works have team up with the Software Industry Promotion Agency of Thailand to help kids make games in their school break. We are trying to promote the use of TorqueX and XNA Game Studio to kids to make their first game. For any Thai resident that is interested please have a look in our website. The event is free and with enough support we would also arrange a small TorqueX course (about 40 - 120 hours) for free.
TorqueX event website (Thai)
Aun.
Torque Motion
About the author
COO for Kiragames, developer of Unblock Me. With over 60 million downloads and named #17 most download Application of all time. My work is to extend our IP to higher ground and find ways we can work with other awesome companies.
#2
07/17/2007 (9:32 am)
Whoa, thats insane. 
#3
07/17/2007 (9:49 am)
That's a classic right there Aun! I've had some dodgy phone support experiences in the past, but yours takes the biscuit (and the tin!) Great write-up man! LOL :-D
#4
I got the impression thats how it went while I was in thailand, I was down at... oh, cant remember the name of the place, big mall in bangkok that does lots of computer parts.
Nice story though!!!
07/17/2007 (9:54 am)
Crazy. Mind you, couldnt you just take your laptop to any one of the billion repair shops out there and get it fixed? I mean, if youre willing to pay for the new GFX card I'm sure they'd be willing to help??I got the impression thats how it went while I was in thailand, I was down at... oh, cant remember the name of the place, big mall in bangkok that does lots of computer parts.
Nice story though!!!
#5
07/17/2007 (9:54 am)
Damn! That's a hell of a support trench story! 
#6
Your Full name
Country of residence (to determine if the issue should be assigned to a regional agent)
Customer phone or email address
Description of the issue
The name of your organization
If known, also provide the following
Customer number
Case number
Service tag number
Get me this info and I can escalate your call.
07/17/2007 (10:08 am)
Ok I can't let this one go by. I work at Dell. I am going to help resolve your problem. First off let me apologize for what has happen thus far. If you can please email me this dataYour Full name
Country of residence (to determine if the issue should be assigned to a regional agent)
Customer phone or email address
Description of the issue
The name of your organization
If known, also provide the following
Customer number
Case number
Service tag number
Get me this info and I can escalate your call.
#7
@all : Thanks :) at least I have some where to put my complaints.
07/17/2007 (10:08 am)
@ Phil : Unfortunately, I haven't found a repair shop that have the guts to take my laptop apart and try to fix the GFX card. I guest most of them know there aren't any Inspiron's spare parts for them to use even if they could take it apart.@all : Thanks :) at least I have some where to put my complaints.
#8
07/17/2007 (10:22 am)
@ Donald, Wow Thanks ! hm.... I can't seem to find your public email.
#9
07/17/2007 (10:53 am)
donald_harris AT dell.com 
#10
Good luck though - and awesome help Donald!
07/17/2007 (11:46 am)
That's pretty funny because I just replaced my Inspiron's optical drive today. I've had an absolutely great experience with Dell's technical support (though buying the laptop was a huge hassle). I've always gotten quick service.Good luck though - and awesome help Donald!
#11
07/17/2007 (12:18 pm)
We will get him fixed up. I have already escalated him so he should be getting a call soon.
#12
07/17/2007 (1:01 pm)
the sad thing is when the conversation up there doesn't suprise you, but my question is why would some models be supported in a country and not others?
#13
07/17/2007 (1:24 pm)
They are designed with a certain customer base in mind. So when we roll out a system we plan for it to be sold in certain locations. Those locations get the money to support what is sold. So lets say you take an Inspiron to a local where is not sold you will not find a support structure there. 
#14
Its a mystery why a big money are usually equal to poor support. I mean, that the big companies have incredibly bad support, while lots of small companies are offering excellent and quick support.
07/17/2007 (5:00 pm)
I live in Ukraine and I have a mac mini that was brought in USA. Although we have the Apple technical service in Ukraine, they said that all guarantee issues for my Mac can be solved only in USA. So, same story everywhere.Its a mystery why a big money are usually equal to poor support. I mean, that the big companies have incredibly bad support, while lots of small companies are offering excellent and quick support.
#15
what is unfortunate though, is that you only post information about it 3 days in advance. not enough time for me to coordinate any of my (thai national) staff to join.
edit: and also, in regards to your laptop, i'd recomend taking it to some computer repair place, let them take a look. or, if you are tech savvy, you could take it apart yourself and see if you find the issue (for me, i had VGA problems due to the cable being loose inside)
07/17/2007 (5:52 pm)
nice to hear that other people are doing torquex work here in thailand,what is unfortunate though, is that you only post information about it 3 days in advance. not enough time for me to coordinate any of my (thai national) staff to join.
edit: and also, in regards to your laptop, i'd recomend taking it to some computer repair place, let them take a look. or, if you are tech savvy, you could take it apart yourself and see if you find the issue (for me, i had VGA problems due to the cable being loose inside)
#16
However, I don't want to make my blog sounds like I'm accussing Dell Customer support from the experience I have got from only 2 Dell Thailand Customer Support .
I have got the best Customer Support I can expect from Dell USA and Dell Singapore. At the moment, Dell Singapore is sending the Nvidia 7900GS part to my address which would arrive in 3 - 4 days. Their online support in Dell.com was great and the support by mail was very fast. I got my response within a few hours after they can identify my problem, Dell Singapore send the part to my address immediately.
I am a satisfly Dell customer. :)
I just want to share my experience with the process that I found very strange and at the same time very interesting.
PS: @ Donald : Thanks for your help !
Aun.
07/18/2007 (8:17 am)
I been doing paper work all day which really sucks.However, I don't want to make my blog sounds like I'm accussing Dell Customer support from the experience I have got from only 2 Dell Thailand Customer Support .
I have got the best Customer Support I can expect from Dell USA and Dell Singapore. At the moment, Dell Singapore is sending the Nvidia 7900GS part to my address which would arrive in 3 - 4 days. Their online support in Dell.com was great and the support by mail was very fast. I got my response within a few hours after they can identify my problem, Dell Singapore send the part to my address immediately.
I am a satisfly Dell customer. :)
I just want to share my experience with the process that I found very strange and at the same time very interesting.
PS: @ Donald : Thanks for your help !
Aun.
#17
07/18/2007 (8:25 am)
I am glad that we were able to help you out Good luck in your presentation! 
Torque Owner DodongoXP
that got to be the next level of bad technical support service... the future of bad service will be sending people to neighbor countries to try to get his problems solved as i see hahahahahaha
that is just unbelieveable....
that was funny... and i suppose impresively frustrating for yourself
Cheers!