Blowing off some steam

Let's get down to brass tax here. My 1520 shipped with front media buttons that were set too far into the chassis, thereby preventing proper usage. I called up Dell support at 2:00PM yertserday, and spoke with a very friendly tech who understood the issue. I scheduled a callback at 5:00PM, at which time we would confirm the problem was front pannel missalignment and either fix it on the spot, or have a kit sent out to me. So far so good!

Come 5:15, no call. I ring up support, and the extension I was given takes me to someone else's voicemail. I wait 10 minutes to get a tech. This new tech has a VERY storng accent. My tech, after reading the case notes, asks me all the same questions I answered earlier that day. After all this, my tech still thinks it is a software problem.

A half hour later, and we have the laptop wide open. It is at this point, after the LCD refuses to pop loose, that my tech suggests we put it back together and we perform a system restore. I reiterate, AGAIN, that this is clearly not a software problem. If it's not hardware related, why did we just take my laptop apart? I inform him of my earlier discussion about a kit being sent out, and my severe aversion to losing the laptop for several days as it is my primary PC. He says I have to send it back, and at this point I am so worn down that I agree.

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UPDATE:
As it turns out, I am just over my 30 day replacement limit. Lesson learned, test ALL buttons and peripherals upon receipt, as there's no gaurentee they built it right the first time. It looks like I'll be sending it back for some work, and will be without a PC for several days. Good stuff

I was told to remove the battery before shipping, to accentuate the fact that this is a hardware issue and no software changes should be made. Should I remove the hard drive as well?
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I will be calling again today in hopes that I can have the necessary parts/instructions shipped to me so that my downtime is not in the hands of a company that considers the above interaction "quality" customer service.

Let me conclude by saying I have never owned a Dell for personal use, although my last company gave me one for use on the road. We had Gold support, and when it broke a tech would come to my house and within 30 minutes, I'd be set. I have now invested ~3 hours in this issue with no end in site. Does this reflect most people's experiences with Dell home support?

 

3 hours can be just a start. Dont ever wait for a call back and especially in your case, if you just got the system, call and arrange for a new replacement immediately.

 

yeah.. speak to another tech... and ask for a replacement. It worked for me.

 

Is this advisable with a customized system? It did take 17 days to ship the first time around due to certain part shortages. Will they just ship me a new stock system with similar specs?

 

Well I had a 1420 with some problems.. I called up tech support and had a new replacement issued. The replacement was took only 4 business days to get to my house. And yes, they ship a system with the exact same specs.