Dell Repair Horror Story!!!

Ok so I've been reading through these forums for quite awhile and I have to say they are highly useful...so many thanks go out to NBR!

Today I am saddend to renounce my faith in anything built by Dell and Nvidia.

About a week ago I sent in my Vostro 1400 to Dell technical repair. Playing some games I saw scrambled colored lines, a few occassions of the BSOD with an Nvidia error, and temperatures in excess of 106 degrees fahrenheit using ATI tool and Ntune. I also had a dying fan...probably a result of the heat.

Well, I received my laptop today and I was shocked. To some of you this may not be a big deal. I myself work for an IT company. My laptop is always with me. I take great care of it and it's almost a business status symbol. I'm frugal and when I spend $1300 I take great care of it.

Here is the results of my "repair"...or demoliton call it what you will.

First off, there is no microphone in this laptop, I did not purchase that option.
There is no reason to have had to tear the bezel apart. There wasn't a microphone in it to be defective! I'm not sure if it's broken or just not properly assembled.
Second, they forgot to replace my express card and 5 in 1 blank cards!
Third, (this is miniscule I know) the paint has been chipped on the lid.
Fourth, the hinge cover is all pried apart.

I'm pissed off. I contacted Dell and was really nice. Heck, I sometimes work customer support for my department.

I asked this guy if he could atleast over night the box to me to ship it out (it's Friday night, this way I can get it Monday atleast!) I have already had to wait for a repair. He tells me he can expedite it but can't do overnight shipping!

Are you kidding me? Is this a JOKE!?

...why am I even sending it back to them, what more could they do to it...

 

It's like going to the doctor with a sprained ankle and someone switches your chart around for a heart surgery.

 

Wow, that sucks. I got my Dell Studio's fingerprint reader and touch panel replaced yesterday. They didn't ask me to send it in, they sent someone over, and the person was really nice, courteous, and was very careful with each part. He gave me a whole new speaker grill and palm rest because of the problems I was having, and now everything works fine. He also stayed 20 minutes after for some testing to see if everything worked. The only thing I didn't like is that the new replacement palm rests don't have the topo pattern anymore. They're just plain gray. The touchpad also seems to be a different texture. I preferred the older one. But those are just little nitpicks.

 

Wow, that sucks.

Hey, my aunt sent hers in for replacement, Dell gave her the wrong address. So, in the end they lost it and she lost all of her data, including confidential. So, who knows where the laptop is today... Probably got sent back to someone else who stole her identity... And they replaced it with another computer with a lesser CPU. So, consider yourself lucky when it comes to Dell.

 

I guess I shouldve expected it.

I forgot to mention, Dell also forgot to replace the screws that go into the hinge on the back too...just noticed that

 

Oh My God, call them and complain. Insist another CORRECT repair.

 

So what determines if they send someone to your house to fix it vs having you send it in for repairs? I've always got someone to come by and fix it in person, which sounds preferable so you can sit there and watch them.

 

It depends on the type of warranty coverage you have

I have 3years on-site..which means they come to me to fix.


Cin

 

Check out the example picture below...

When it says, 'on-site service' it refers to the tech visiting your place and fixing up stuff for you.... it doesn't depend on 1 or 2 or 3 years.. even a 1 year comes with on-site service if you prefer to have it...

Of course, this on-site depends on the type of issue / problem you are facing.. some times you might need to send it back if the issue could be fixed / resolves *only* in the factory or something like that.. anyways..

 

i got my m1710 back the other day and they forgot to install the right side hinge.... that to me is completely crazy, how could you possibly forget that????????????????? i dont blame dell though, it is whoever they contract to do depot repairs.

 

Sorry that you are having issues. I would definitely jot down a list of your grievances and be prepared to get on the crisis line with Dell. They denied me overnight shipping also (you need to have paid for the best warranty to have that service) but you should be able to get it sooner than 14 business days, like no more than 5. This is THEIR fault, and remember that. You are not asking for anything in addition to this service, you are just asking them to do THEIR end of the bargain. I would NEVER take a persons computer and return it to them in that kind of shape. That is just insulting.
If you were within your 21 day return period you could ask for an advanced exchange, wherein they deliver you a new machine and you return the old one. The point is, DON'T settle for this 3rd-class treatment. I recommend opening a chat session - you receive an electronic copy of the conversation, and any promises made there can be referenced later. If you are contacted by a "supervisor", DO NOT get off the phone until you have a case and a ticket number. I made that mistake once. Even if it costs you an extra half hour on the phone, make them get it moving! And good luck. You don't have to be mean, but you can be firm and motivated by a sense of fairness.

 

Atleast Im not alone. They forgot your hinge and they forgot my hinge screws and card blanks...

Out of this issue I want a new LCD bezel, a new lid and a keyboard cover/media button panel, my **** hinge screws and my **** mini card blanks!

God Dell, this could have been much LESS expensive if you paid for skilled workers!

 

Wow, sounds like you got a newbie working on your notebook. I second having all your convos online. Everything is in writing that way. Dell's service can be very crappy and they don't live by their customer satisfaction guarantees. To get the best outcome possible, you are going to have to complain. A LOT.

Here's what you want to do:
1) Check your invoice on Dell's site and make sure no microphone is listed (sounds dumb, but just do it)
2) Get on tech support and tell them you are not satisfied with the repair made. (Don't jump into rage mode immediately)
3) After they go through the basics (pulling up account info, etc) list the repair problems. Show them your pic that shows they listed the mic being replaced and note how the invoice doesn't list a mic. (DON'T LINK TO THIS THREAD)
4) Tell them that these errors (especially the mic error) are completely unacceptable and how horrible Dell's repair service has been.
5) Itemize all the parts you want replaced and demand they do this at your house.
6) If they refuse to do at home service, complain about how long you were without your laptop and how difficult work/school was without it. (You want to show them how much of an inconvenience it was to sent it in, and how big on an inconvenience it would be to sent it in again, especially for THEIR mistakes. Drive the point home that their mistakes should be fixed for free and at your convenience.)
7) If they refuse, ask to speak to their supervisors and repeat.