Dell Tech Scratched my XPS 1330

So the same tech who broke my last XPS 1330 came out again today and I don't know who taught him how to work on a laptop but he needs to be fired. He put it down on a hard table and was sliding it back and forth working on unscrewing it. Needless to say he put a bunch of nice scrapes on my lid. I called Dell and they said oh we are sorry, anything else we can help you with. I finally asked to talk to a manager and they said they will replace the lid now. How difficult is it to get someone with a brain to work on these things.

 

How could he not have a brain if he knows how to fix something that you don't?

 

That's why it's risky to even have a tech come and work on a notebook. With these stories I've seen here, I know better!

 

maybe his priority is to fix your laptop and not try to not scratch it so you will not call the manager to get him not fired

 

I could have fixed it myself but I didn't want to void my warranty. But thanks for asking.

 

My Dell tech is just about as clumsy. Whenever I need a replacement part, I beg tech support to let me do it myself.

Can you believe the keyboard is NOT a user-replaceable part on the M1330?

What a joke!

 

because technicians are all robots. they can't tell the pressure so they scratched the laptop simply by rubbing it.

 

I can open up my Inspiron without voiding the warranty, are XPS notebooks different?

 

my technician put an click noise on the system,. whenever i OPEN THE lid there is a click noise, which make me uncomfortable. but the technicain said nothing wrong and tried use his hand to bend the lip to see if that will cease the noise........... I stoped him and currently want to find out wether that is a problem or not.

 

Shouldn't he have been using an ESD pad?

 

If those techs had half a brain they wouldn't be stuck in a deadend job like that now would they. Personally I think those "tech service" people ruin more computers than users trying to upgrade it (then again, the average user active in this forum can hardly be considered to be the average user in general, as ... as my account status seems to say, I'm fairly knowledgeable in the area of notebookology (my new word) as are many of you.

 

As if it wasn't enough to have to deal with the M1330's teething problems - I think I would've hit the ceiling with that straw* ...

*You know... the one that royaly messed up that poor camel's back...

Actually, I figured if I end up having one (& only one) of the simpler problems, such as the so-called keyboard hump, I'd go ahead and fix it myself. I find it rather interesting that Dell makes the Service Manual freely available to all...

Worst case, lay out the red carpet for the repair person (or given your experience, make that a red lint-free tablecloth... !)

 

That woulda been the smart move right? I just noticed its worse then I thought now that I got home and put some light in the area.

 

i was watching the tech like a hawk when i had my machine lid replaced - it helps if you get familiar with the disassembly of the m1330 so you know whats going on before they crack open. I personally could have cracked open the notebook with more care than the technician but but for the warranty purposes, id have it serviced under a "trained" technician

 

These people usually handle things roughly only since it is not their property..... And it is the same reason many laptops sent for service to DELL to fix up some minor problems also end up getting scratched here and there...

 

A technician does not have to do anything in repairs to your system. You can do anything yourself without voiding the warranty. There is a condition though that i was just told about recently. You must follow instructions as detailed to you on the phone by a Tech.

I asked because I want to upgrade my 2ghz to a 2.2. Was told, no prob i could do it by myself but must consult over the phone regarding the repair while i did it...to not void the warranty.

 

That's what I thought...

So, if you don't like techs because you think they're all brainless retards, then do it yourself. Heck, they probably think you're a brainless retard for needing them to do something simple for you.

 

How would they know if you followed the instructions or not?

 

Well, clearly you aren't thrilled by the OPs choice of words... are you a tech? He.

As I mentioned in my post above, I also agree that rolling up one's own sleeves may be the best (safest) way to go. After all, "If you want something done right, do it yourself!"

On the other hand, let's not forget that a customer has paid for the right to have his or her product serviced by qualified technicians. There's absolutely no excuse for the lack of caution displayed by said technician & I'd be ticked off too, if it had happened to me.

 

Well Dell said they would replace my laptop top. I told them I didn't want the same tech coming out. Then the company they outsource called and told me a tech would call me today, again I mentioned I did not want the same tech. Can anyone guess who called me today?

 

rofl, he's obviously taken a liking to you...

 

Well a new tech finally came out today took my computer completely apart then realized Dell sent the wrong cover. At this point I asked him to just put it back together. Now the lid doesn't even close right. Called up Dell talked to a manager and told them I wanted a replacement. They said it would be max 25 days I said fine. It just annoys me I can't get good service on this 2k machine.

And does anyone know if they are outsourcing XPS service now, when I called today I talked to a guy who I could barely understand named Amandeep. Usually I get an English speaking rep.

 

So the rep. talked to you in a foreign language? I've never had that anywhere... Conversation must have been very brief... How did you realize Amandeep was his name and not just a word in that language you say he spoke?


In response to the thread... Why don't you just tell the technician to give you the parts and let you put them in yourself if you're capable? I'm sure he won't complain about not having to work, but still getting paid... Then you get the care you prefer and Dell won't be the wiser so no warranty implications .

 

On the email I got after the conversation, and ok so he spoke english but it was very poor and broken.

 

It doesn't matter how simple the task is. If he paid for the service then Dell should do it right.

 

Hello,

This is Richard from the Dell Online Community Outreach group. I am going to address the question of onsite repairs. Technically, you can do the work yourself. The Dell phone tech may resist, but if you insist that you are capable of doing the installation, they can send out the parts directly to you.

This is the problem; if you break something during the installation you’ll void the warranty. To reinstate the warranty the system would have to be repaired at your cost and then a certified technician would have to re-certify the system’s warranty.

What if you and the Dell phone technician determined that the palmrest was causing the problem? A palmrest is shipped and you attempt the install. But, the system is still not working after the work is done. It would be hard for anyone to say that there is another part at fault or something was broken during the palmrest replacement. If an onsite technician does the work then the system is completely covered regardless the outcome.

Do not get me wrong, you own the computer and can you whatever you want with it. The warranty will only apply when the system is in it original configuration and worked on by a Dell certified technician.

Finally, I absolutely agree that onsite techs should be more careful with the handling of our customer’s computers. I regret to read about the poor experience you had.

Regards,

Richard B
Dell Online Community Outreach

 

That's not bad at all, Dell tech coming on here to post. How will you resolve the issue, though?

 

I got a new replacement after a field tech made a project out of a LCD replacement.

LCD did not work after he put it together, LCD bzel was wobbly, and he started sweating when I started go berserk at my office. He called dell, and I got a new one after 9 days.

From my obervation, the guy never let his screw driver go even when he didn't need it - when he was taking bzel off, and the tip of the damn screw driver was less than an inch away from the LCD, and palmrest when he was holding the screw driver, and taking other parts aprart.

I swear I was close to yell out "let the f'en screw driver go, then work on other stuff!"

It was hillarious when I pointed out the LCD bzel was wobbly, and he tells me it's Dell's design flaw lol.