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photography by Kristel van Beek
06 Dec: Dell Support rocks
posted by: martijn, at 6 December 2006 8:46 GMT+1, 7 January 2008 22:49 GMT+1
I'm the proud owner of a Dell Inspirion 9100. It is already 2.5 years old but still quit fast. But it had a huge hardware issue, it rebooted spontaneously and after a reboot it throw spontaneously errors about the AC adapter.
After a few test on my own I concluded that the battery needed replacement. I called Dell Support to order a new battery. After 2 minutes (which is pretty quick for a big company) I spoke to a Dell employee who advised me to let the Dell technical service determine the problem before spending €150,- on a new battery. So he put me through.
The technical service asked a few questions and made an appointment with an engineer for me. Which is very odd because the warranty expired 1.5 years ago.
The engineer replaced my motherboard (!) and my battery for FREE.
After a week I concluded the problem wasn't solved and called Dell again, the engineer told me that the AC adapter also could be the problem and if the problem still wasn't solved I had to call back.
After a 2 minute conversation with Dell Support they told me a new AC adapter is on it's way. I recieved it the day after.
After all I almost got a new laptop and I'm thrilled with the service and I'm sure that my next computer will also be a Dell (my employer just bought 2 Dell PowerEdge's).1 Comment
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I agree with you that this is good support... although entirely incidental. I too have an inspiron, for almost 2 years now, and I had to really push them to replace my defective TFT which was only 3 days out of warranty.. (laptop 1 year 3 days old).Also, the subwoofer was broken.When I got it back, the sub was still broken, and they replaced my extra expensive Glare screen with a cheaper matte finish one, so they had to pick it up a second time to do it properly this time.. and this time they did it correctly. Also, they never brought the special laptop box in which it was supposed to be transported in for safe keeping. The UPS guy just threw it in the back of the van without any wrapping, and when i got it back, it had a scratch above the keyboard and on the back of the lid...
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Diango says:
at 4 January, 2007 17:17 -