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Dealing With DELL, HP, or GATEWAY

petef

FPCH Member
Joined
Jan 7, 2008
Messages
184
Location
USA, NJ
PC Experience
Operating System
Windows Vista - Ultimate
#1
I'm operating my own computer services business for years now doing
mostly software solutions on desktop PCs so I've had very little need to
deal directly with HP or DELL or GATEWAY.

I'm now getting more into hardware & laptop repairs which often require
that I contact HP or DELL or GATEWAY for replacement parts or computers
under warranty issues. I typically have to spend an 30 to 60 minutes or
more dealing with tech support via online chat or telephone to get their
approval on warrany relacement parts and to order the parts.

I'm wondering if there is a faster way for a computer service business
to deal with HP or DELL or Gateway because it seems rediculous to spent
60 minutes just to order a replacement part or a part under warranty.

---pete---
 
W

Wolfeymole

#2
It seems to me that if your an authorised dealer for those companies Pete then they will need verification of your account details etc when ordering new parts.
This surely is what's taking the time yes?

I can't see a way round it Pete.
 

Seth

FPCH Long Term Member
Joined
Dec 17, 2007
Messages
2,268
Location
Canada
Operating System
Windows Vista - Home Premium
#3
As a side note Pete, I'm wondering what parts you need to order? In my shop, I rarely have to contact a manufacturer.

It's not very often that I come across a warranty repair on hardware. If I get a call such as that, I refer them to the place of purchase and/or the manufacturer.

For non-warranty work, most replacement devices are hard drives and power supplies. I maintain an ample inventory of such along with ram, fans, etc. I order these from a distributer about every 6 months.

I no longer replace motherboards for reasons I'll post if you want to know.
 
Joined
Oct 16, 2007
Messages
217
Location
Cheshire UK
#4
You could get a trade account, we have one with dell but not the others. We mainly buy new servers, but I am sure having an account manager would speed things up.

I agree with Seth on the under warranty stuff, if its out of warranty why not use off the shelf parts ? If its a custom part, its probably not worth the cost of a replacment.

Seth : you only go the suppliers every six months ? that must be one hell of an order <grin>.

Dave
 

petef

FPCH Member
Joined
Jan 7, 2008
Messages
184
Location
USA, NJ
PC Experience
Operating System
Windows Vista - Ultimate
#5
hardware_dave said:
I agree with Seth on the under warranty stuff, if its out of warranty why not use off the shelf parts ? If its a custom part, its probably not worth the cost of a replacment.
I'm talking about proprietary items such as laptop CD/DVD drives, keyboards,
proprietary PSUs on weird form factor PCs when there is no other alternative.
I've also had a few customers who bing me their broken hardware to fix while
still under warranty simply becasue of the hassle they'd have to go through
dealing with tech support. See, if it takes me 1 hour on the phone with tech
support it can often take much longer for the customer to do the same
thing and many people just don't have the time or patience to endure all
that.

Yeah, as suggested, Dell does offer some kind of business account but
I've yet to speak to someone at Dell who would sign me up. Believe me I
did try one day and got bounced from one department to another until I
finally gave up. I'm not an authorized dealer for any of those companies
and I'm not even sure if they offer such a designation. That's why I'm
asking here.

This is why I much prefer working with software solutions. :)

---pete---
 

Tony D

Free PC Help Long Term Member
Joined
Dec 30, 2007
Messages
704
Location
Malvern, PA (USA)
PC Experience
Some Experience
Operating System
OSX
#6
Dell is a real pain to deal with unless you're a business customer. One of my customers, a business, purchased a machine and hired me to set it up and transfer files from old machine and a few other things. The machine arrived missing a cable to connect the digital monitor to the tower. I called Dell as a business customer and had a wonderful (I can't believe I wrote that) experience. The person I spoke with was relaxed, knew the language, was in the USA.

Although I was passed around until I got to the right place, it was a nice experience. Now for consumers - it's still a pain,
 

petef

FPCH Member
Joined
Jan 7, 2008
Messages
184
Location
USA, NJ
PC Experience
Operating System
Windows Vista - Ultimate
#7
hardware_dave said:
If its a custom part, its probably not worth the cost of a replacment.
Dave, here's 2 recent examples....

* Dell Laptop, still under waranty, only a few months old. Two keys fell off under normal
typing conditions and by time they called me the parts were lost. I had to contact Dell
and spent at least 30 minutes explaining the situation and having Dell send out a new
keyboard.

* HP Laptop, still under warranty, less than a year old, the DVD/CD drive is not
working, (will not eject). My diagnosis (bad switch inside) becasue it will eject
via software commands but not when you press the button on drive. I contact
HP support and I have to explain all my attempts to fix it untill they finally
take my order to send me a new one. 50 minutes wasted doing all that.

See, in both cases the parts are not high priced items but the computers
are almost brand new and worth fixing. Too bad we couldn't simply go
online at the manufacturer's site, enter a product SN and order any part
we needed without having to talk to human.

---pete---
 
Joined
Oct 16, 2007
Messages
217
Location
Cheshire UK
#8
I see what you mean, I usualy just do search on the part number and buy from a 3rd party supplier. If its more expensive than an original part that gets passed onto the customer. Compared to paying me to spend 1hr on the phone it will still be cheeper.

To get a dell account just buy a server or 2, they will call you. <grin>

Dave

PS. Dell seem to be in the habit of sending either the wrong or no vga cable.
 

petef

FPCH Member
Joined
Jan 7, 2008
Messages
184
Location
USA, NJ
PC Experience
Operating System
Windows Vista - Ultimate
#9
hardware_dave said:
I see what you mean, I usualy just do search on the part number and buy from a 3rd party supplier. If its more expensive than an original part that gets passed onto the customer. Compared to paying me to spend 1hr on the phone it will still be cheeper.
Excellent point, Dave!
Here's a quick story and referral on this topic of 3rd party suppliers.

One recent 2 hour call to DELL ended with them telling me they
didn't carry the proprietary PSU I was looking for. DELL referred
me to a 3rd party supplier named Circle Computer. Circle Computer
sells proprietary replacement parts for Dell, HP, Compaq and
other computers.

So I called Circle Computer and a female human answered the phone.
Wow, how unique, no phone tree! She quickly determined the exact
PSU part number that I needed and took my order payment by credit
card and I received it in a few days, shipped UPS. If I needed it faster
they had other shipping options. Theysell PSU's, motherboards, and
more! HIGHLY RECOMMENDED!

Bottom line, if you need a proprietary part like a PSU or
Motherboard, you can call Dell or HP/Compaq and risk wasting
hours of time speaking to countless people, or... You can call
Circle Computer and speak to just one person and have your
part ordered within minutes.



---pete---