Is DELL Technical support helpful or not?

I believe many users may share a similar experience to mine. I purchased a Dell laptop for my child’s schoolwork, hoping for a reliable device to support their studies. Unfortunately, the laptop had a microphone issue right from the beginning.

Since it was still under warranty, I contacted Dell Technical Support for assistance. That marked the start of a long and frustrating journey. Over the course of three days—including overnight sessions—I worked remotely with Dell’s online support team to troubleshoot the issue. Eventually, they believed they had identified the root cause and arranged for an on-site technician visit.

To accommodate the visit, I took a day off work and waited at home. The technician replaced the screen, but the problem persisted. He then suspected the motherboard might be the issue and scheduled another visit. Again, I had to take time off to be available.

Unfortunately, the replacement motherboard turned out to be faulty, which caused the Wi-Fi to stop working. Because these visits are billed per case rather than by time spent, the technicians appeared rushed and unable to fully investigate the issues. Despite having had three different Dell technicians look at the laptop, the problem remains unresolved.

I have found it very difficult to receive effective resolution. I sincerely hope Dell management takes this feedback seriously and improves the quality and efficiency of their technical support. Otherwise, it’s hard to imagine customers continuing to choose Dell in the future.