Just curious about your experiences with Big Tech customer service. You, the kind where you can't talk to or email or chat with a person but can only open a 'case' which gets an ID # and a promise of 'we are working on it.' I have three of these ongoing with different companies that I pay, and in all three I feel like no one is home. Months go by without even a perfunctory update, just silence. Are you getting satisfaction?

I get better response times here in OT!

What are their SLAs?

Service Level Agreements.
Most will include things such as "initial response within ### hours" and then specific time ranges depending on your tier (gold level support).

A quick automated reply with your case number often is all they need to do for 1-3 days.

Is there a "customer portal" where you can log in and check the status of your ticket? View their updates and such?
If it is an urgent/important issue, I would request updates daily from vendor support. also would request that they include their name in the update.

Sometimes, (especially in summer and around holidays), a staff member that is assigned to your ticket won't pass it on to another to continue/complete, they will just disappear and then return, and if there isn't a notification system baked into their ticketing system, they may forget all about your ticket.

quote Originally posted by Notorio: Just curious about your experiences with Big Tech customer service. You, the kind where you can't talk to or email or chat with a person but can only open a 'case' which gets an ID # and a promise of 'we are working on it.' I have three of these ongoing with different companies that I pay, and in all three I feel like no one is home. Months go by without even a perfunctory update, just silence. Are you getting satisfaction?

Did Dell ever respond to you

Appreciate the input gents. One resolved, two others out (eBay and Notta AI.) I need to check their SLAs, if I can find them. What pisses me off is that they assign you a case number, assure you they are working on it and will let you know the resolution, then disappear. I thought I might try opening another case that refers back to the prior case and ask for status.

Probably not exactly what we're talking about, but I despise dealing with Comcast.
I still have email accounts with Comcast, that they allowed us to keep, even after we moved out of their service area.
Sweet deal... right? Not after they notified us to change passwords, and then permanently locked us out of several accounts when we took too long.

Most recently, I was getting messages, trying to log in, saying that my IP address had been black-listed.
But my phone was also able to access my email, and I was also able to access it on web-mail.
I went in circles with the chatbot (what a fscking useless piece of... kit)
Then I tried to talk with an agent. Equally useless. Offshore, somewhere. But she promptly told me that the problem was with my ISP. NOT with Comcast.
(Is my ISP going to blacklist their own IP address?! Really? I don't think so.)
Anyway... it magically started working this morning.

I'm about to move my email to another provider. I was thinking Proton Mail, but I am always open to suggestions.

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When I worked for the power company, we had to report leased circuits for repair on a regular basis.
AT&T was the absolute worst. They would blatantly lie to you, just to get you to shut up. Over time, we gradually installed our own "in house" LTE system. We put wireless routers everywhere. We replaced hundreds - if not thousands - of leased circuits with our own stuff.

Telcos better hope that I don't decide to get into politics as a "retirement hustle". I'll do my level best to make their lives miserable, if they don't do the right thing.