Dell Next Business Day support query

Hi All,

I recently decided to purchase a Dell XPS 15 (9530) as "carry around" laptop from the outlet store, considering my Alienware 17 is not as portable on short trips. A day after receiving it, the "N" key starts to jam, then finally pops out. After a few more hours of using it, the key completely came loose, and now won't sit back in the keyboard, as a metal tab seems to have broken off. After contacting Dell Support(24/04/15), they have arranged for an engineer to come out and replace the keyboard at my home address on Monday(27/04/15). I have been given a link via email to a repair status page (Dell - Unisys Service) which has still not been updated with an ETA of an engineer. I spoke to dell on 25/04/15 assuring me a engineer will be round at some point on Monday (not really reassuring or being able to guarantee it will happen).

My question is, does anyone else have experience with Dells onsite repair? I am based within the UK, not far from London, and I am aware that it will be a third party company who will send out a technician to carry out a repair.

This is my first experience of using their onsite repair, my only other experience with Dell's customer support is when my First AW 17 died within a month or so of owning it, and had a long experience of sorting a replacement.

Thank you in advance, and I hope someone can reassure me that their repairs were successful!

 

im across the pond in Canada. my local bunch tend to call or email me within a few business hours and have had them both at my home or at work within 24-36 hrs to do repairs. however every third party provider can be different as can availability of parts. If you are technically capable I have on a few occasions had them overnight me parts and I have done the change myself.

quick caveat I use the precision line which they tend to jump on supporting faster than many of the consumer models from what I hear as well.

 

Thanks for your reply.

I did think about requesting the parts myself, but was advised that with this particular laptop, I would have to disassemble most of it to get to the keyboard. I decided to purchased this laptop ahead of time of my trip abroad (so that I can take it with me) and allow some time for any issues such as this. The Dell support so far has been very good, when I stated that I needed it delivered asap for a deadline, they upgraded me to expedited shipping, changing my eta delivery date by a week. So my fingers are crossed they will continue on with the repair in such a manner.

When I last spoke to a rep, he mentioned that there was 5 keyboards available in stock, and that the repair should be possible for Monday.

Other than the keyboard issue, I am very happy with the XPS 15.

 

Just to follow up, I received a call this morning confirming a technician will be at my house between 11am-1pm.

11am, engineer came round, and within 20 minutes had successfully swapped out the keyboard. This was much quicker than I had anticipated, and can report everything is functioning as it should!

One very happy customer, and I would not hesitate to use the next business day support should anything else hardware related go wrong.

 

I had my M6300 at a jobsite, and someone decided to set up a chop saw not too far away. So I came with an airgun attachment to our jobsite compressor to blow the dust off. Incredibly, 125psi blew a couple keys off the keyboard! I couldn't snap them back in. A service tech came on-site the next day with a replacement keyboard! Happy with the response and quick repair....