Dell Support today!?

Hi guys,

Today i made a call to dell, i also enquired on the forum on what i'd be covered for with CFI CompleteCare, Man it's been a hassle!

For one.. I spoke to two people! Two completely different people in fact!
Whats happened it kind of strange and maybe hard to believe, Ready.. I picked up my laptop from the base of it, and the top of the screen, off of the floor.. next thing.. screen goes crack! and suddenly im looking at a big black jagged line going across my screen! what the hell? So i phone dell. explain the situation.. wish i hadn't been so honest! cause they didn't believe me?! they said there is no way it could happen? they say that can only happen with some good force! what?! yeah cause i'd do that!? anyway i'll get to the point. first person said my completecare doesn't cover LCD screens! woo Marvelous!? they said i would have to have an out of warranty service call!? so they expected me to choke up the money because the laptop decides to be ultra delicate?! when i started getting funny they then said ok, but you'll have to send a photo to an email and then it will go onto warranty department!? lol i just agreed and left the convo there.

Obviously this wasn't enough. i spoke to someone else!? explained the situation. he said the same thing about Out of warranty service call. but i kept at him. insisting why should i have to pay hundreds of pounds on a screen which seems to fail miserably with little force? :S no force if you like. strange i know. i even went as far as " I don't see the how to pick up a laptop in your user manual, did i do it wrong" (sarcastically of course) This seemed to turn him around a bit. i wait.. then he says he will do a service call? sending outsomeone with a screen? but says twice "If the tech thinks it has been physically damaged he will not replace screen" and "if he thinks its done by fault he will replace"

So.. yeah i've managed to get them to send someone out..

But? what's my chances of him replacing it? ANy idea's? Just curious. because it seems a whole lot of effort for them to send out a tech with a screen on thursday, only to then say "no, i can't do it" or do dell do that alot? i don't know. thought i'd share this. I'm hoping they do it, as i seemed to be getting know where with the indian call center today!

 

When did you get it? I would return it if I were you if you're still within the 21 days. I had an E1705, but I returned that cheap Dell piece of crap. I would advise you to either return, if possible, or sell. Get an Asus.

 

No i've passed it. Had it now about 2 months.

 

man im hearing bad stories about dell...even though i would like the E1505 for the great price

 

Seems to be hit or miss with Dell these days... More misses too... Anyways, honestly - your best bet is to be EXTREMELY nice to the service guy - what they report to the home office goes, for the most part. I've found them more helpful, and they'll work with you too... Anyways - good luck, let us know how it turns out...

 

Just as Isotope said, it is going to be a hit or miss. You'll just have to wait and see what the tech says. If you are lucky, it might be covered under warranty. If they don't, you can see if screentekinc.com might be able to repair it.

 

Well fingers crossed yeah. I think it's such a shame though that the support aren't a little more helpful. Only problem is i'm not going to be with the laptop when it's looked at!
So i have to rely on my Dad!?

Anyone have any idea what dell charge for replacement? because i don't think is gonna be much else i can do if they say no? Obviously i can buy elsewhere too. But i just want to know how much they would charge. At least i got them to send someone out. Some people just get told no over and over again. I had a CD/DVD Fault too and it took them days on end to actually send one out and a system restore. I just wish they would be a bit more trustworthy of me. But i suppose they can't afford to be.

 

I know the 17in WUXGA with truelife cost 500 from dell's spare parts. I'm not sure how much the matte screen would cost, but I think it was around 300.

 

Hi guys,

Just thought i'd follow up on my recent thread about the freaky circumstances of my LCD cracking from the lightest touch! well it took forever for them to finally come out, the company dell use to do all there engineering work were a pain in the a*** couldn't arrange anything! got wrong serivce address and all sorts! but anyway today! they finally came!

i spoke to dell on friday about all the problems the engineering company were giving me and made sure i was having someone come out for monday (today) i also tried to get info out of them on what they were coming out for and the tech said "to replace your lcd" so i was happy on friday! and very relieved! as this wasn't covered under my completecare or warranty. but i think it got passed off as a fault! which i stand by it was. and by the sounds of it.. all along they were coming out to replace it. i think the original tech who said " if the engineer finds any damage he will not replace" was just covering his back!

Anyway yes! i'm on my laptop and of course yes they replaced it under warranty. i managed to get it out of them. I must thank the dell guy i was chatting to. he has done me a huge favour in sending out a service call. i've heard other people aren't so lucky. so i'm happy.

just thought i'd let you know

see ya!