Dell tech support caught offering "daily drawing" to users

When you buy a PC from a big company, you are supposed to receive quality tech support for your purchase. Unfortunately, in the real world, tech support can often be an exercise in frustration. In fact, it can get even worse.

Laptop Magazine's website has posted up an article where it conducted an investigation into Dell's telephone tech support practices. The article concentrated on three specific instances where a Dell tech support operator would try to push the user into purchasing an expensive "premium" warranty to fix problems that would be covered under the normal warranty of a Dell laptop.

One incident in particular caught our eye. In call to ask a Dell tech support person on how they could extend their battery life in their laptop, the employee told the user that he had "won" a "daily drawing" that would give that user a four year extended warranty. Oh, it's not for free. Dell said this "drawing" would cost the person a whopping $317.

When told about this tech support call, Dell said, "Daily drawings are not a regular practice nor encouraged tactic in technical support and we have used your feedback to reinforce this with our teams. Their only priority is to resolve our customers’ issues." However, we are concerned that the phrase "not a regular practice" means that the daily drawing tactic could still be used. Frankly, this sort of thing sound pretty crooked, akin to telephone scams that claim you have "won" something but then make you send money to claim your prize.

Source: Laptop Magazine

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15 Comments

I've been told by customers who contact companies like Netgear and Mcafee to name a few, that they all try to sell them $200 computer cleanups.

The companies will have them run some stupid registry cleaner. Then show them all the errors it comes up with. They say the reason X doesn't work is because their machine is in bad shape and they need to PAY the phone rep, $200 to clean it.

I always ask them, with a confused voice, “umm..are you sure you went to the company website and got the official number?" It sounds pretty dodgy.

This is starting to sound like the norm and it's ****ing appalling!

Sleazy. A friend of mine works for Dell in sales, and his morals are questionable at best. It's not making a sale that matters- it's discouraging the caller from buying what they called for (usually a $400 loss leader) and talking them into a sale of items with the highest profit margin, and then tricking or coercing the buyer into purchasing a support contract.

Skwerl said,
Sleazy. A friend of mine works for Dell in sales, and his morals are questionable at best. It's not making a sale that matters- it's discouraging the caller from buying what they called for (usually a $400 loss leader) and talking them into a sale of items with the highest profit margin, and then tricking or coercing the buyer into purchasing a support contract.

Yeah, Dell as a company is really shady. Then, after you pay through the nose for a computer that was upcharged severely, it doesn't even work when you get it...

the420kid said,
$317 for a 4 year extended warranty kind of sounds cheap.

sure or just go buy another one at Wallmart or something for the same price ?
my brother got a floor model there for less than that (laptop)
If you can buy a new machine for less than the warranty on an old piece of crap its not a good deal no matter how much you wanna twist things around..

I read the headline and was, for some reason, expecting an article where Dell tech support would email customers some random doodles done in MS Paint.

Kushan said,
I read the headline and was, for some reason, expecting an article where Dell tech support would email customers some random doodles done in MS Paint.

Me too. I think the term the author was looking for is Daily Draw rather than Daily Drawing.

A few instances does not confirm that this is actually Dell's own policy; it could be that some personnel have devised these methods on their own to boost their statistics.

I couldn't comprehend calling Dell Technical support.
I can just imagine the retards on the phone that barely know how to
turn a machine on giving me some know it all lecture etc
Sadly many Grandma's and Parents etc don't know anything about computers
and these dirtbags will of course rape them at any opportunity.
But this is common everywhere.
People like my mom who are pro web surfers (can barely turn the machine on)
(who worked for ebay tech support briefly years ago) are the so called experts lol

The whole industry kinda sickens me actualy.
Yesterday i was at a Canadian PC retailer / repair shop chain to ask them
if they knew of anyone that but a used GPU i bought from them new a month earlier
and they (2 guys) of course looked at my like i pulled a gun out and was gonna rob them lol
And i said first off i know older hardware is worthless and sometimes you have to pay to recycle it etc
They said try a local newspaper classified section and thats it, so I said to the "expert"
well i guess i could try ebay too and he was like WOW man ya that too !
My rambling here is about MONEY MONEY MONEY MONEY MONEY
They want it and they will take it but good luck getting it..
You walk out of the store with your,
nVidia Extreme OC Platnum Striker Diablo Fragginator Ultra Classified Edition card
for $1,200 and you are lucky to get $100 for it online a year later.
People that buy all this new hardware when it comes out are high on crack !

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