Okay since a ranted about this I figured Dell deserved me updating this to the list. Sorry about the length some details have been dropped. I had a sound issue in my business laptop, Service was dispatched to deal with the issue assuming bad speaker in the machine. Service tech did some work verified my thinking it was not a speaker issue but did seem to isolate the issue to an IO board to System board connection issue. Tech got the machine functioning but just to be safe order a new IO board and System board and planned on returning following week. He did the replacement only to discover another issue had happened during the repair (machine would not power up at all). Dell wanted the machine return to the Depot for further testing. Took them 2 days to get me the return box and label one or two days to get the machine "fixed" at the Depot. 2 days to return it to me. On arrival I put in the hard drive and machine would not even fully power up. After much monkeying with Dell ProSupport we got it to boot finally but a different part was now non-functional. Additional monkeying with the system Dell tech confirmed part was either not attached or more likely non-functional. Dell offered to replace part or a few minutes later (part was on back order for unknown time period) replace system. After much gnashing of teeth they finally got a system ordered that most closely came to the one I had. Only issue was it was the next higher model number (hey I can't complain about that). 3 weeks later it finally arrives it is fully functional. I did not want to return my original drive to Dell but the ProSupport tech got me a modification quote to modify my original support contract allowing me to retain the drive. They also worked with me to get a quote for a replacement basil for a SSD drive I had purchase separately from Dell for the original machine. I am not totally happy but I can't complain too much. I lost 4 weeks of work on my primary machine due to the outage but none of my clients were impacted as I was able to use other older (much older) machines laying around the house to deal with their problems. I am still trying to recover my system fully before I can begin testing the Windows 8.1 upgrade. So it looks like Dell maybe slower than they once were about getting things done but they are still working hard to keep their clients happy. I did have another system in for Depot repair (not covered under a ProSupport contract) that actually took less time than my system took all total. I knew up front that system would have to have the system board replaced and strongly thought other pieces would need to be replaced but it ended up just being the system board. Jon From: [email protected] To: [email protected] Subject: RE: [NTSysADM] OT-ish: Laptop Date: Fri, 25 Oct 2013 21:47:50 -0400
Correct Pro-Support is the level. I normally have them ship me the parts and I do the repair but they did not want to do it this time. I have done my own repairs for several years as you said it is easier than getting a tech to you at a time or place that is convenient to both of us. Dell told me that the tech had to meet me at my primary place of business for the first visit, which I found VERY strange if not stupid. The tech told me to just tell him where to me him and he would do his best. I have no fault with the tech they sent just the in house tech support people. To be honest this is only the third time is ~25 years I have had a major break down of a Dell machine that includes servers, desktops, and laptops. I have always in the past had great support even when they off-shored their home brand machines. Their tech support was always their best selling point for me. Their attitude is what is getting my goat on this one. It is more of a "we will tell you what you need to know when we feel like it" than anything else, that and my garage business is taking a big hit by having my primary machine DOA for weeks. Jon From: [email protected] To: [email protected] Subject: RE: [NTSysADM] OT-ish: Laptop Date: Fri, 25 Oct 2013 20:26:59 -0500 WOW.That sucks. I’d be so frustrated. Never had an issue like this. Not even with ‘Return to depot’ like you did. (Which I often opt for (Even though I have onsite, I ask nicely and they let me send it in for free. With all the spares I have, I don’t care how long a repair takes… I’d rather do that than coordinate with a tech. I feel it’s cheaper for Dell too)). Curious, what support level was this? ProSupport? From: [email protected] [mailto:[email protected]] On Behalf Of Jon Harris Sent: Friday, October 25, 2013 6:42 PM To: [email protected] Subject: RE: [NTSysADM] OT-ish: Laptop I would normally go with a Dell Latitude or Precision but after the last couple of weeks I don't know if I would go that path anymore. rant on\* I have the On Site warranty and the Dell tech came in to "fix" the issue. Turns out they did not send him the correct parts but he got the original issue sort of fixed but wanted to replace the parts giving me issues. Came in the next week replaced the parts and machine is now dead completely. Okay not a big issue but Dell will not let him fix it again they want it back to look at it closely when if fact it was most likely a dead system board (their paperwork indicated this was the issue after all). Time goes by they took 3 days of it to send me a box to return the machine minus the drive. They keep it for 7 days including the 5 days it took in shipping which including waiting for the box. On return it is less dead but still dead as far as I can tell. Power indicators show it is now trying to power up but it still does not power up. Dell has me return it again as not only is the machine non-functional but for the very brief time we do manage to get it to function one of the parts is now not working. It took them 4 days to finally get the replacement machine scheduled for build, but they had some of the parts wrong, go figure a just over 2 year old machine and they can't read their own database to figure out what parts my original machine had. It took them 3 more days to get the machine parts list modified and now they are telling me they are out of screens for laptops and have no idea of how long before they will get more in stock to take care of their backlog. I am now without a functioning machine for 2.5 weeks with no idea as to when they will get my EXPEDITED machine replacement. I was told originally I would only be down 7 to 14 days. Oh and the in house tech, claims ownership of the issue, takes 2 days to return emails and his supervisor, also claiming he is involved, does not return emails at all. *\ rant off If you really want the BS go with Dell if not try either the Lenovo or Toshiba line of machines. Sony makes rock solid machines as well but they are not business quality IMHO. Lenovo's work well are rock solid and are business class. My next one may be either a Toshiba or Lenovo after this BS from Dell. Jon > Subject: [NTSysADM] OT-ish: Laptop > To: [email protected] > From: [email protected] > Date: Fri, 25 Oct 2013 09:50:14 +0000 > > I need a new laptop....anyone have any recommendations in this arena? > > I like fast, I like nice-looking....but I also hate spending a lot of money, > maybe about 700 English pounds would be my budget? I don't really do much > besides browse, watch movies and work on documents, although it might be nice > to have decent battery life and maybe be able to run a CPU-intensive game > like Football Manager. > > I prefer to run Windows, but I'm open to all options really. Just looking for > some recommendations as to what type/model people find good, rather than > expecting anyone to do the research for me :-) > > Cheers, > > > > JR > > Sent from my (new!) BlackBerry, which may make me an antiques dealer, but > it's reliable as hell for email delivery :-) > > >
