Anyone Have Experience With Dell's NBD On-Site Repair

I have a dilemma.

I received my Vostro 1700 Tuesday and right from the start, the lid latch has not worked properly. It will close but I basically have to slide it myself to lock it instead of it springing into place when I shut it. Once I slide the switch to the right to open it, it just stays there on the right and doesn't snap back.

I haven't called Dell yet because I'm actually very nervous that if I send it back and get a replacement, I'll be trading a minor problem like this for a major problem (like a grainy screen). Everything else on this computer, including the LCD, is absolutely perfect.

I'm also nervous about Dell sending a tech out to crack open the lid to fix it. I don't know exactly what goes into a repair like this but I'm worried the LCD would become exposed to dust or something worse happening from it being opened up. Please correct me if that's not possible for this type of repair.

The guts of this computer are perfect and this machine is wicked!!! I'm falling in love fast.

So I'm hesitant about getting this fixed or having Dell send a replacement. I just don't think it's worth my time or even Dell's to have a brand new computer built over what I consider a minor problem.

But I have to admit, it does bug me when I close the lid and the spring doesn't catch on a brand new computer.

I could just let it go and deal with it. I only close the computer a couple of times a day at the most so it's not like I'm constantly opening and closing it. If it eventually breaks altogether, I have a 3 year warranty to cover me.

What would you do and if you have experience with Dell's NBD on-site service, how did it go?

 

i had wretched my hard drive 1 week into purchase and ordered a replacement. i got the tech guy the next day itself. luckily he was not the usual computer guy and did know some stuff about the machine

 

Had a great experiences with Dell's NBD on-site service. Just give them a ring, and they'll ship the part or whatever it is you need to the nearest third party tech who is closest to your location and it'll get done within 1-2 days. In my case, I called at around 5pm, got my part sent and had it arrive the next day. The guy came at 11 in the morning the day the part arrived, fixed my computer, 30 minutes in and out. Really professional.

I wouldn't hesitate to give them a ring, it's definitely not something I'd send it to replace.

 

Had 2 screens replaced Next Day onsite. No problems whatsoever.
Sounds like the catch is just in contact with the bezel rather than being free with the friction stopping it sliding. It probably just needs opening and seating properly.

 

I need a tech to visit to do some work. I have the parts on site. I called in about the problem on Tuesday. It is now Friday, and I haven't even received a call from a tech to set up an appointment - despite me following up. This is in central Toronto.

Next Business Day, it most certainly is not!

I also needed repairs done on my previous Dell laptop. Getting the problem solved in around a week seems to be the norm.

Unimpressed.

 

I had the opposite. I got mine done the same day the tech got the part which was next day for him.

 

Hello,

My name is Mike, I’m a Technical Analyst at Dell corporate headquarters in Round Rock, TX. I’m part of an internet outreach team developed to interact with the online community regarding technical questions and issues that customers face with Dell products.

You can certainly call in and have a technician sent out to get that latch replaced. No need to worry about dust in the LCD, it doesn’t work that way. The LCD isn’t opened; it isn’t even removed for a latch problem. Support should be able to get you set up with a next day service depending on your service type and seeing that the parts are in stock, which a latch should be.

If you have any other questions please let me know.

Mike
Dell customer advocate

 

It's great that Dell is reaching out to forums such as this. I think there's a lot of confusion out there that could be easily answered in a venue like this. I hope you stay around Mike.

 

i would certainly love him to drop his formal tones and speak more unofficially

 

He is representing Dell and not just himself.

 

Ive had fantastic experience with Dell's on-site service. I called to have my grainy samsung panel replaced with an LG just a few days after i got my m1530. I called Dell Service on a Monday night at 4:30, and the local tech was at my door by 6:00 PM Tuesday. He was very careful and precise working on my computer, and carried on a nice conversation.

When he was finished and closed the notebook again, the magnet in the body caught the lid and "snapped" it shut a little harder than normal, but nothing out of the ordinary, and he glanced at me to make sure I wasn't upset or anything, a testament to how careful he was about everything.

Truly a great support experience

 

(UK)

I reported a fault on Friday, technician turned up Monday AM. Next business day? Absolutely.

Call them, get it sorted. There's probably no spring in there .

 

I had a tech replace the mainboard on my m1330. He stripped one of the screw holes which holds the screen in place, scratched up my brand new lid (which I had just been replaced a week or two before), and he didn't put it back together properly.

I refused to let another tech hack up my laptop so I replaced the parts myself. I ended up replacing the lid, the base, and the media control buttons.

NEVER AGAIN will I let anyone else touch my laptop.....it's just not worth the hassle.

 

Thanks for the welcome guys!

rstrauss33, I've been floating around here for a while now, reaching out where I can. There are also other members of my team on here that help with technical and customer care questions. We've been received well by the users and the moderators so I'm sure we'll be around for a good long while.

Kuncheesh, I use the formal tone to introduce myself, a way of letting everyone know who I am, where I’m coming from, and why I’m so awesome . I try to be myself after that; after all, the internet is an informal place. When I speak on behalf of Dell I try to stay official, but not speak in such a “corporate” tone… its tricky sometimes, but I’m trying. I appreciate the welcome!

Jamaicanyouth, thanks for the understanding!

Drumguy00, I always love to read about good experiences with Dell and our onsite technicians. The majority of people will only post when they've had a bad experience so to see posts like yours is an extreme relief. Thank you!

Daytona 995i, also glad to hear we got that fixed for you, usually that’s how our services go, but I’m sure there’s more than a few people out there who haven’t been so lucky, but that’s why my team is out here… we make sure we get it done right.

Khris, I’m sorry, I really am. Being a techie myself I’m extremely “touchy” about having anyone else do any kind of repair on any of my machines so I can certainly see where you’re coming from. I’m the same way about my car and my TV remote… they’re mine; if you touch I go exorcist on you . With our next day service you always have the option of requesting parts only, and our service manuals with complete teardowns can be found here. I can’t imagine how frustrating it must have been to watch him do that, but hopefully you got everything squared away right.

Anyway, I don’t want to distract from the OP’s questions or concerns, but I did want to take the time to respond to you guys and thank you for your comments.

Mike
Dell customer advocate