Anyone have experiance with onsite repair?

I was told that I would recieve a call to schedule my repair within 24 hours and it's been a week already. Is this normal? Is it true that they send the parts to you directly?

For some reason my order status on dell started out as "shipped." The order never went through a processing stage...

Does anyone have a similiar experiance?

 

If it's been a week, and you haven't heard anything..NO this is not normal. You should have received a phone call by now.

Unless, the Part is on *back order*. For Parts, the Parts are normally sent to the the 3rd Party Technician that is Dispatched to fix your lappy. He then contacts you to set up a time to fix your lappy.

Unless, you are going to be taking care of the repair yourself (ie. keyboard replacement), the part would be sent to you.

Contact Tech Support and ask what is going on. You should have a Dispatch number (they usually start with the #8), and they can advise you as to what is going on. They should have been in contact with you regardless, if your Part was going to be on delay ~ due to a backorder.

I received a phone call stating one of my parts was on backorder w/pertinent information..when this happened to me.

Cin...

 

my dispatch number starts with #11 but then whats the use, i dont see it online, even if i search case history. Though reps say it will appear in 2 days. I wonder why would they lie. In my case i want to make sure that i get my replacement delivered on or before friday since i am relocating to a different city, i dont mind waiting for it and ordering it again at my new location, but the reps are promising it will be 3-5 days which is certainly by friday (that was told to me on sunday). Till date i have not received any other details . How can they custom order and ship a new replacement within 3-5 days when my orginal laptop took 8 days !.

 

I believe 11 is for a system exchange not onsite repair. I am also waiting for an exchange, my first dispatch was caught by the "fraud department" because they didnt like my address. So I had to start the whole dispatch over, and was told I would have to wait another 10-15 days... After contacting the escallation team they said they could cut it down to 4-5 days but I'm not holding my breath.

 

My experience with onsite repairs has been fantastic. The only time (out of five visits) they didn't do what they were supposed to was once they told me they could not come the very next day and came the day after that. No big deal anyway.

 

So the technician came and said that my motherboard needed to be replaced. He ordered a new one yesterday and told me that it would hopefully arrive today but I've yet to recieve a call. Will they try to call back if I missed a call? Sorry for being paranoid but I really want my laptop fixed lol.

 

Yeah they should call you again.

 

Yes, they will call you...again. If you have their little *calling card* they should have left...you can always call them, to set up the time also!

Cin...

 

I called the techinician and he said that there was no service calls from Dell for my laptop ... To be honest Dell seems to be VERY disorganized.

 

Dell = Disorganized...no way! ..Yes, Dell can be very disorganized, very unfortunate.

But the Technician ordered you a Motherboard, right? The parts are usually overnighted to the Techs..and they will call to setup the SC.

Gah! What your going to need to do is call Tech Support...ask what the Status is on the MBoard, and when you can expect the Tech. to be dispatched to contact you.

There may have been a delay on the part, which is what is holding up the scheduled time of the service call, etc...

Cin...

 

My brother worked here in London Ontario as a 3rd party technician.. Many stories from replacing parts for angry customers. His boss wore velcro shoes so he could get out of peoples homes as fast as possible.

How it works is the dell phone service works with the customer for several hours to figure out what they think the problem is. A part is then sent to the 3rd party then someone like my brother replaces the part (the old part is sent to a depot to be refurbished). The customer then has to call dell to check if the part even fixed the problem. This is repeated many times (in some cases nearly everything has been replaced) if nothing works and you get angry enough, dell will finally replace the laptop.

 

even though the repalcement part was bad my service tech was great. he came by my work, gave me the part and prepaid return label and let me do the install myself. he also told me that since it was a 3 day old laptop i should just request a replacement anyways.