Customer service Why I find Dell Technical Support to be excellent
My Dell PC had a problem. It powered off on its own when it goes into hibernation mode. This occurred erratically.

I logged into their website with my user ID (which was remembered in my browser) and password. 

It displayed a page with the Expressed Service Number of my device. It was helpful to me. 

I called their call center (as their chat line was not operating). I went through to a support staff within 5 minutes. 

I granted remote access to my PC for the support staff. He did a complete scan of the PC and found all the hardware to be in good order. There were over ten drivers that needed to be updated. 

The process took 40 minutes. During that time, he explained to me the various steps that were being taken. It was educational to me. The updated drivers solved the problem. I do not have the automatic shutdown any more.

It took me only 5 minutes to reach the support staff. He asked me just one question to verify my identity. 

Although I spent 40 minutes to rectify the issue, all the time was productively spent. It was necessary. I was also educated about the process.

I now compare my experience with the numberous times that I had to call Starhub and DBS Bank for technical support  

On each occasion, I usually have to spend 30 minutes to get through to a support staff. I had to hear many unnecessary and useless messages and press many buttons. I wondered why they cannot give me a separate number for technical support, so that I do not have to hear the marketing messages. 

I also have to provide four pieces of personal data for verification. It is their standard protocol, even if I am not asking for general assistance that is not related to my personal account.

To make matters worse, I often have to call their call center several times to resolve an issue. Each time, I have to go through a tiresome process.

The processes from Starhub and DBS Bank is quite common among the government agencies and companies regulated by government agencies. It appears to me that they have to follow a mandatory protocol specified by the government.

I have given my feedback to Starhub and DBS Bank on many occasions in the past. They do not act to simplify or improve their process.

Compard to my common experience with Singapore companies, I find the technical support from Dell Computers (provided from their Penang office) to be excellent. It is a good model for Singapore companies to follow.

Tan Kin Lian

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