I recently had to talk to Dell's incompetent service techs on the phone, as my new Dell 700M laptop has an anoying problem: occasionally, and without an easily reproducable set of circumstances, when I cause it to Stand By by closing the lid of the machine, the hard drive keeps spinning. This is really bad, since the fan keeps blowing, and the machine gets REALLY hot while sitting in a stuffy little laptop bag, or other bag. Dell's primary advice? Don't use 'Stand By': it's a bad feature. Oh, and they don't like Hibernate either. He told me that if I'm going to not be using the computer for more than 40 minutes, I should ALWAYS shut it all the way down. Huh??? What the hell are the Hibernate and Stand By features for, then?
And yes, for the curious: the problem HAS occurred when I've had it on Stand By for less than 40 minutes.
Since they send out e-surveys which invite narrative comments on what they can do better, I wrote this:
Having technicians who know only how to follow problem solving algorithms, but lack in-depth knowledge of the systems they purport to provide service for, does Dell a great disservice.
Further, having technicians who tell me that the "Stand By" and "Hibernate" functions included in EVERY modern Windows based computer are dangerous and should be avoided is ridiculous. It is utter nonsense that "Stand By" should never be used longer than 40 minutes, as the Dell technician told me.
We'll see if they bother to respond.
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