Dell Computer Technical Support
To Whom It May Concern:

Two weeks before Christmas I purchased a Dell Notebook online.  On Christmas day I received an ipod as a gift and attempted to install the software on my new computer.  The computer immediately froze and would not turn on again.  This was not a huge ordeal because I figured that I had just done something wrong or the new software had a virus.  However, the days following were not handled in the most professional manner.

The day after Christmas I began calling Dell Tech Support for help.  The people I spoke with were nice, but not helpful at all.  I told my story to at least eight different people that day and each one had no idea what had happened or how to help me.  I understood that, but in between each transfer I was put on hold for hours at a time.  That first day I spent ten hours on the phone and in only one of them I was speaking with someone.  So I gave up.

The next day my mother and I both took turns calling and waiting to hear something other than music while holding.  I just needed to know what to do before the return period expired.  We received no help that day either.  Nearly a week later my mother called and finally got through to someone.

I received a new hard drive five days later with no problem.  I was very relieved and thankful in the end, but I do not understand why I was put on hold for over fifteen hours in two days.

Sincerely
Mary Kautz, mck2m@mtsu.edu