Support from computer vendors - who do I rate "highly" and why
Freiddie replied to my last post with, "When you said computer support experiences, my first thought was about *buying* computers. So could you recommend some companies from which you can buy computers with great service & support?"
I want to state up front that in my Corporate America days (23 years, really), I worked a bit with call centers and support teams, trying to make their jobs easier. I also provided technical support in several industries in my early career, Nuclear Power being one. It's not an easy job, and it takes a very special personality to be able to do it right and not get burned out (and not take it out on the client or go postal on an innocent person walking down the street or your dog). Most people that call are very concerned about their product or data, and some act like the tech is personally responsible for their problem. They might even get mad and yell over the phone. (That happens much more frequently than I like. We need to be nice to each other under all circumstances!) Of course, I am not referring to any of you reading this post. You are all respectful of your fellow human beings at ALL times! 
So 'K. Let's talk about my experiences here. I will try to be concise, since I've been doing this officially since 2001, with experience going back to 1977. However, I'm not so good at this "concise" thing (just ask MBH*)!
I will say this first (and I'm sure I will hear from some of you about your experiences), but every vendor out there has a host of critics, as well as those that will never buy from another company. I used to feel that way about Sony products. Still do, in some respects. Although their electronics are more expensive than most other vendors, they continue to make superior products that have few manufacturing or product development flaws. And their features are usually plentiful and useful. I'm referring to their audio and video products, mostly. I've had clients with a lot of issues with their laptops, and I don't feel their PCs are any better than those from Dell or HP.
Having said that, Sony's customer support has been excellent for me over the years, both for their PCs and their other electronics. Their techs seem to be knowledgeable and helpful. Their service people (on the rare occasions I need them) show up on time or keep in communications with me, which I appreciate. The only issue I have with their desktop PCs is that you have to buy them off the shelf, meaning you get what Sony and their vendors (Best Buy, CompUSA, Circuit City, et al.) decide you need.
I worked for BellSouth for years in the late 80s and early 90s, and much of their consumer and business offerings were what BellSouth decided they should be, without much input by their potential clients. To me, that is arrogance of the highest nature. In most PC manufacturer's defense, it is easier to do that than to provide custom-made machines. They can keep their costs down.
Dell and HP offer you the ability to design the machine you want from their respective websites. You can (or I can, for you) pick out only those features you want and buy the PC that best fits you.
In regard to support, I find that HP is very good, although it is hard to get past a level 1 tech on the phone. In my experience, if your PC or other hardware is out of warranty by a couple of months, they will try to make it right by you. If they cannot, they will offer a discount on a new product. Also, if you are out of warranty, they may charge you as much as $50 to support you. While I object to that practice, they have every right to do so. So you have to make the choice before they will help.
In regard to HP's hardware, I have much experience with their business-level machines from over seven years ago (a PC lifetime or two). At that time, some of their equipment didn't always play well with Windows and could lock up, or reboot for no reason. That was not fun. However, in recent years, the entire corporate structure has changed, and their PCs are top notch now. I still recommend buying them off the website after you design them, as opposed to buying them "off the rack".
Seven years ago, I chose Dell to resell to my clients. I did it because I felt (and still feel) that Dell has the best business-level PC products on the market both in their Latitude and Optiplex lines, available only from their Small Business division. I resell these PCs to my residential clients as well as small businesses. I do not sell from their Home and Home Office lines. I also don't recommend their Vostro product line.
The Small Business prices are comparable to their Home and Home Office PCs, but the technology is clearly superior. In addition, the lifetime of the technology in their Home and Home Office products is about six months, while that of their Small Business machines is two years. What this means is that if, two years down the road, you need to get your PC repaired under the three-year warranty you bought, you are likely to have to wait to get your Inspiron or Dimension parts, because they no longer have them on the shelf. The other line has a longer life expectancy, so parts will most likely be available quickly (a few days at the most), even two or three years after purchase.
Another benefit of buying a business-class PC from Dell is that it comes with the three-year warranty as part of the package.
As for their support, Dell has the same issues that other PC vendors (Sony and HP included) in that they have outsource much of their phone-in support to India and Malaysia, so you are likely to call and get someone who may be hard to understand or may have trouble with the way you speak English. I find that the techs in the Manilla are easier to work with in general than those from India. However, you never know where you are going to be routed when you call.
So Dell (as well as some other vendors) now has an option. You can ask for a native American English-speaking tech. You may have to wait on hold for a while, but you get a tech that has a higher level of expertise than those in the call centers in Asia. Many of them are in Iceland or Nova Scotia, but their English is excellent.
So, when you are having difficulties with the tech you got on the phone, try asking for a tech that speaks your language natively. You may not have that option with some vendors, but when you do, your experience will be much better.
Also, Dell's techs will work with you (even when your product is out of warranty) to try to solve your problem without charge. If it takes too long to solve, they may ask you to pay or tell you they can't solve it for you and give you some advice where to find a solution, but they seem truly interested in being helpful.
I know no company is perfect. Dell, HP, and Sony all sell lots of computers to anyone who wants to buy them. Although they all have sophisticated formulas for determining how many techs they need at any given time, it's still a crapshoot. So you may have to wait on the phone until a tech is available, and when you finally get one, s/he may be new or just inept. Your experience in that instance may be horrible. That doesn't mean necessarily that they have bad support. Most people are not at the top of their game all the time.
Freiddie - I'm not sure I answered your question exactly, but, hopefully, I have given you some options. And thanks for the request!
To close, I have a request of all of you: do your best to be nice to the people who are trying to help you solve your problems. They (usually) are doing the best they can given the circumstances. Heaven forbid, the real communication problem could be with YOU and not them, although none of us want to believe that.
Having said all that, my suggestion (truly, although if you do, I will have to work at the circus cleaning up behind the elephants) is to buy a Macintosh if you don't have to run any Windows-only software. But that's another post altogether.
* - My Better Half
Visit my website at http://www.plaitsolutions.com.
Hmm... I suppose HP wasn't as bad as I thought... (I think I read too many exaggerated reviews on the web.)
I had 2 laptops from HP. There was a time when a problem occurred and we talked to an online "technician", who gave us a bunch of unnecessary tests. However, other than that tedious experience, I'm mostly okay with HP's service. The only thing that I wish HP, Dell and all those major retailers to do: sell us no-OS laptops - please? - without Vista-tax.
Perhaps big companies *have* to out-source because there's not enough real technicians to go around, but I still wouldn't call that a valid excuse.
Thanks for the enlightening post.
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Freiddie -
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Well, I wish they could offer more Linux-based laptops too.
Oh, so that's why they are outsourcing? Huh.
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Why didn't you say you are interested in Linux?!
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Pretty good; thanks for the advice.
Hopefully Dell & others would roll out more of these kinds in the future. They are still rare to find.
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