Why does every hardware vendor make me abuse their support personnel?

Where do I start...

We have ProSupport on everything, clients, servers, networking and so on.

A brand new laptop had a faulty screen, black screen with gray vertical bars. Nothing else than a hardware failure could cause it. Connected it to an external screen and updated everything using Dell Command Update just in case.

Called ProSupport at 5 PM. Got a different dialing sound so I knew I wasn't going to be talking to the Nordic ProSupport (I'm in Sweden). After a few seconds a dude with a heavy indian accent answered in English.

Explained the problem and gave him the service tag.

He started asking the usual troubleshooting questions. We tested the display using the built in self test and all of that.

Then thing got weird. He said he was unable to create a ticket because Windows 10 was in Swedish. I started arguing with him that this is a hardware failure, the OS language isn't relevant.

That we buy their ProSupport to have 24/7 support and that all clients are installed with Swedish OS. If his reasoning is true then we have been fooled into buying something that we can not use outside of business hours. He didn't care what I said, he was not going to create a ticket. Asked him more or less to go fuck himself (in a somewhat nice way) and hung up, angry as hell.

Called back the next day to the Nordic ProSupport and got the display replaced.

Sent our account manager at Dell an angry e-mail. She promised to investigate the call.

/r/sysadmin Thread