It almost sounds like Dell is TRYING to get me to go somewhere else to buy my new Centrino 2 laptop when it comes out. I think it might be working.

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@JohnUSA wrote:

Attention All Would-Be Buyers:

Dell does not offer anymore their FREE life-time tech support.

It has gone up in smoke.

Free tech support is now tied to the system warranty period.

That means if you have just a one-year warranty on your Dell system, you get just one year free tech support. After your warranty expires, you better open your wallet and get out your credit card. Tech support after the system warranty expires is going to cost ALL Dell customers $$$$$$.

Shame on Dell.

Just wanted to inform all future Dell buyers what to expect before they buy from Dell before its too late so they will not be surprised or be mad.

Buyer beware.

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Why am I NOT surprised????

It doesn't surprise me. Since I live in the US, tech support is located in India. Try talking to someone who doesn't talk fluent English. It's impossible and frustrating. I spent many hours on the phone without getting my problems resolved. I have a 3 year warranty, and I know how expensive repairs can be. The labor costs more than the parts. It's a no win situation that is really aggravating. And there is nothing we can do about it.

It's funny how as soon as something changes how quick everyone is to critisize and condemn.

You may not realize, but take a look at it from the business side.
Yeah it's not free lifetime anymore. If you guys actually read news posts, and interviews, and just know the innards of a corporation. You would know that the reason they are cutting the cord on lifetime support is to improve their existing support. In order to efficiently do this without becoming bankrupt, they need to cut the extra cost in lifetime support. They are now offering a variety of new support options because surveys show that 70% of all calls are your basic helpdesk type. ie) how do i install my vid card, i lost my cd key, i lost my password, etc... They are eliminating a general support to more efficient and cost/time effective branched support lines. ie) the new helpdesk (originally the S&P warranty), among other things. News casts have shown them opening new tech support/dist facilities in canada, and other places. And I'm gonna stop because I don't feel like going any further.

If you're gonna tell someone not to go with one thing at least tell them the whole story.
I just don't think it's fair that you post one side without the other. So here's the other.

It would be great if they opened a tech support center in the US, with someone that speaks fluent English, and knows what you are talking about. It's tiresome having to call tech support and get someone from India and trying to understand what they are saying. Not to mention the long hold times. Then maybe it would be worth it to give up lifetime support. But after the warranty runs out it gets expensive to take a pc to the shop. There must be some compromise they can come up with.

To tkdrummer :

You're right when saying one must consider both sides of the deal.
But listen to my story.

My box (Dimension 8300) is under a three-year onsite next business day warranty.
I've got a major problem : CPU throughput is at 50% of its normal level.
I suppose you will agree that it is not a basic helpdesk type issue.

The problem occurred 3 weeks ago.
DELL support has provided no solution,
as every DELL diagnostics pass with no errors.

Still the problem is real.
And now, DELL support doesn't respond neither my e-mails nor my phone calls.

Maybe DELL want to get rid of home business ?
And I paid big $ for P4 3Ghz + extended warranty for nothing ... yet?

JF.

But....

India tech support is soooo cheap.  Maybe the new policy is just as well.

Trying to get tech support from someone who cannot speak fluent english is like trying to understand a dog barking.

Why would I want to pay to talk to someone who speaks gibberish? If I cannot get free tech support from Dell, I'll take my PC to a computer repair shop. Or call someone else.

I still got until March 2005 before the warranty runs out on my desktop.

Believe me, I understand your total aggravation and frustration. I've been down this road recently. Talking to someone from India is all but impossible. I don't know what they are saying. A few times I just hung the phone up in total frustration. It shouldn't have to be like this. I haven't even made my first payment on my pc yet and I find out that tech support is the pits.

I know robinhood, It's a shame. I found out the same thing shortly after I bought my Dell 2 summers ago. Dell's phone support was terrible then and it hasn't gotten any better. Just stick around here and you'll get 95 percent of the tech support you'll ever need.

tkdrummer, I know that Dell is going to make more money when they dicontinue their free lifetime tech support. Improving the other support they already have? Please. Improving the gold support the large corporations does nothing for me. Free lifetime tech support is what made me come to Dell in the first place and I think it's only fair that I can choose to go somewhere else if they discontinue this support.

Believe me.  Dell tech support's about the worst in the industry!  You'll get much more tech info by using this forum!