Dell Customer service postive experience

Ok once again I had a positive experience with Dell

SO many are quick to condemn that I thought I would report today.

1st time my Son broke his mouse button on his 1501
Called Dell, within 40 minutes he had a RMA box being sent out, he got the Day after and sent his computer in within 10 days it was back in his hands fixed 0 money out of his pocket.

2nd and 3rd I had onsite warranty service the person was prompt nice and did a great job. I was satisfied, 3 day turn around on that.

4th time I have this 1555, I used the chat yesterday morning, it was faster then calling, within 40 Minutes it was agreed the laptop needed to be fixed, my space bar had popped off twice and I noticed it looked warped, I need this laptop so I agreed to the extra cost of onsite this time, no only was it promised this week but they came today, next day and replaced the keyboard within 40 minutes this am. I thought it was worth the extra.

now fixed and totally satisfied.

Of course I know Dell can screw up but lets be honest there are times they do not and we need balance at times.

 

Good to read a positive post about Dell support for once. I have dealt with numerous PC manufactures regarding repairs/warranty requests as it is part of my job and have found Dell to be among the best. Sadly people that have the same encounters rarely post about it.

If you include their support website, forums, IdeaStorm and generally quick turn around for claims - Dell probably puts in the most effort to support and help its customers compared to all other PC Manufactures.

 

Glad you are able to report back with a positive experience.

I've had a blend of both good and the bad with Dell. And, I know that Dell does try to work things out with their customers. I think it's based on individual circumstance & outcome!


Cin...

 

Yes I honestly believe the people when they post the bad, but that has made people say " Dell is terrible" I have yet to find that to be true, my keyboard was defective but its not something I even noticed at first untill I used it for a couple of weeks.

 

I found a wad of masking tape wrapped around the keyboard connector under the keyboard, the keyboard had a big bulge in it. Emailed photos to Dell support and lets just say that they were less than concerned or helpful.

 

The tape? I do not know what to say, It does not conduct any electricity that I know of, that kind of tape is used in making the notebooks, I have no idea why it was were it was nor how an inspector may find it.

The Notebooks are made on an assembly line and there's only so much that can be expected.

As for the tape if it caused a problem, you seemed to have taken the bezel off to see it and I guess since you did that Dell thought you could take the tape off as well and solve the issue?

So what did you want from dell for this, what did you want them to do?

Just wondering?

 

Why was it there? It was there to hold that broken plastic sheath that goes around the wire that connects the wire to the keyboard, instead of replacing an admittedly minor broken part they decided to tape it rather haphazardly. And it did cause a problem, not only was there a noticeable hump in the keyboard, they keys were leaving big marks on screen when the lid was closed. What did I want them to? Well an explanation would be too much ask for, perhaps an apology.

 

They will never apologize unless you escalate and that too is a bit extreme for an apology. Besides the mistake you are referring to was made by someone in malaysia, or a tech in the states, and the people you are asking to apologize are in India. I am not saying they shouldn't apologize but they won't.

However they do have one of the best support available provided you know how to deal with them. If you had asked them for a keyboard they would have sent you a brand new one, but you did not want that. You wanted that they had not made that mistake to begin with, since it had repercussions, like the marks on the screen and you having to deal with their support. So they should apologize.

But it doesn't come into the support category that is quality control which led to your problem. Still if you ask dell to replace the LCD, they will, provided you make them understand that the damage, if any, was caused by the keyboard which they had failed to install properly.

Coming to my experience with Dell. I have dealt with dell support for quite some time now. I recently asked them that I don't have time for a tech call and that i can replace the LCD myself and that they send me the LCD directly. They created the dispatch and I was sent the LCD with a cheap screwdriver as well to perform the repair.

 

Yes my point was when you call them you have to be calm and know what you want from them, I have done this the times I had a problem and it's always gone well, I may have had some good luck though.........

I would think you would want it to be serviced for the problem but if you fix then want something, you probably will not get it.