Dell Service

My new Studio XPS 1640 appears to have a bad WiFi card. It is very difficult to get it to connect to the network, and it has fits where it drops contact.

So, I contacted XPS tech support. After doing the usual opening questions, they have proceeded as follows:

1) I was assigned an XPS tech and given their specific telephone information so that they could serve as single point of contact.

2) I was told "we will own this issue and get it resolved".

3) They then set an appointment to speak to me when I had sufficient time to do things like driver changes and trying to reseat the minicard. We performed those steps Monday night.

4) After the reset they wanted me to use it heavily on network for at least 24 hours with them checking in to determine if the issues were still present. Unfortunately they were.

5) At this point, the initial diagnosis was Dell was going to send a tech to replace the minicard, antenna and the motherboard (going a bit overboard?). I agreed and the tech was scheduled.

6) 45 minutes later my tech called. She had discussed the situation with her supervisor and they wanted instead to replace THE ENITRE LAPTOP. So, they are now doing a new XPS 1640 built to the same specs as the original. It will be shipped to me and I am simply to put the original in the box and have Fedex come get it.

While the WiFi issue had me piqued, I cannot fault Dell's handling of the situation. It has been totally professional from start to end. Assigning a tech as single contact point is such a common sense idea I am surprised more PC shops do not do so (usually you see that type of behavior from places like Falcon-NW).

Also, they not only said they were going to own the issue they actually have done so. Proactively contacting me and scheduling tech work for times I have open shows forethought.

Let's be honest, glitches happen. Hardware fails. It's how the PC maker reacts to it that ultimately shows them to be worthy or unworthy of continued patronage.

 

i agree mate, so far i havent had any faults with my unit but i was very impressed with dell customercare while ordering and waiting for shipping to arrive, i recieved numerous phonecalls from the person that took my order informing me of progress of the unit, another one saying it had been shipped and then a follow up call to ask if everything was satisfactory after recieving the unit.
This goes along way in my eyes to getting future bussiness from myself and im not at all afraid to recommend dell to others in the future.
I brought my unit in india and this sort of servise is unfortunatly not often availible.

 

Looks to me that the quality of service is still quite uneven but it's improving. I didn't get any phone calls from customer care informing me about the progress of my order. (I received my order within a week though, so no complaint here.)

When I called tech support about the LCD panel quality issue, I had a hard time getting a hold of someone who was of some help. They finally told me to send it to the service depot. (By the way Joelist, I'm very surprised that they offered to send you a new laptop! The indian tech who serviced me was absolutely not open to the option of sending me a new laptop.)

Yesterday, I called to inquire about the progress of the parts repair/replacement. The lady who answered was very courteous, patient and was willing to go the extra mile to be 100% helpful. (The lady was local, not from India. Not being racist but let's face it, that makes a difference in quality of service.)

 

well, obviously you were lucky. I had the same problem on my wireless card. I called dell tech and after over an hour of being transferred around without meeting the right tech, finally i got a hold of someone who was able to help but still he didn't agree on sending a tech to fix it but i had to it myself.

 

Actually I don't necessarily think it was luck. Every dealing I have had to date with the XPS team has resembled this.

 

No, it's because you were within the 21 days. When I called about my M1530's issues on the first day I had it, Dell service was amazing! As soon as that 21 day period passed, I started getting the runaround. Today is day 24 (according to Dell, I received it on 3/11, so to me, it's day 17) and they told me today how they would prevent any runaround I might get, then transferred me five times and my situation is not resolved.

End of the line for Dell as far as I'm concerned. Best beware that invoice date begins your ownership and ensure they fix everything prior to the return period expiring. Dell service is dishonest - just like the parent company.

 

ive had pretty nasty experiences with dell tech support, im glad you had such a good experience, but since i paid hard earned cash for my 4 year warranty, i was expecting them to be a wee bit more comprehensive..

 

Actually you're wrong about the number of days.

That is the return policy for the outlet store. New products have totally different return policies. And of course if you have a service plan then it is again different.

Also, seeing as you just registered here and have only 5 posts, all of which are trashing Dell in 3 different threads, one wonders just a little how authentic this all is.

 

Dell Service Part 2:

Today the BRAND NEW replacement laptop arrived. It was packaged exactly like a new XPS and with all of the same accessories. It is built to the exact same specifications as well.

The box has a UPS label in it with instructions on how to do the return to Dell. All this cost me zero, and the new laptop is having zero wireless issues - it is picking up the signal easily and not flucuating in signal strength.

That is how you are supposed to do customer care!