Problems with Dell hardware support

[Marc Wiatrowski]

Well speaking from my own experience, I generally don't even get asked
what what flavor I'm 
running.  The first question has been along the lines of windows or
linux?  (ok, I guess maybe
2nd or 3rd... after "What is your service tag?" multiple times :)  

And then as long as I have access to OMSA on the box, that has usually
been sufficient in 
getting support/hardware shipped. (A tie in to the "Why should I install
OMSA?" thread)  

marc

On Tue, 2008-07-15 at 08:36 -0400, Ben Ruset wrote:

> 
> Patrick_Fischer at dell.com wrote:
> 
>  > Try that you get your open manage running like on a supportet OS.
>  > Linux.dell.com provides help for Debian Users.
> 
> I'm sorry, but if your phone support does not know to direct users to 
> linux.dell.com, or tell them what - exactly - to look for when there, 
> then linux.dell.com is useless.
> 
> This situation could have been handled thusly:
> 
> "Oh, you're running Debian. Our diagnostic software does not support 
> that software, but you can download a bootable diagnostic CD at 
> linux.dell.com and run it. That will give us the information we need to 
> open up a support case. If you'd like, I can email you a direct link to 
> the file."
> 
> Dell needs to remember that these are customers who have made an 
> investment in Dell gear. Chances are, it's not their first or last 
> purchase. Treating the customer with a modicum of respect is a good thing.
> 
> 
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