- Hoping that Dell will see the problem with their support system and change it
- Warn potential customers of Dell DDPE of what they're getting themselves into
My company uses Dell Data Protection Encryption (formerly Credant) to encrypt the data on our laptops. I should state that the product itself is pretty solid and I have no complaints. Their support for the product on the other hand...
When I want to get support for the product, it typically takes around a month for resolution, even for petty issues.
I call in to their support line, arrive at a British call center where they don't seem to know anything about DDPE, and they gather the info and create a ticket. They wont forward you to an engineer, you must wait to be contacted. The engineer contacts you by updating the ticket, which alerts you with an email telling you to log into their support site. No phone calls, no remote desktop sessions; you just go back and forth for a few days answering their questions on the website forum before they even get to the actual problem. The website forum is where your support resides.
Every other company's support team that I work with engages you via telephone and remote desktop sharing, where they can quickly assess the problem and help you to understand it.
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