On Sun, Aug 31, 2014 at 04:55:26PM -0700, Rich Shepard wrote:
> ... It's good to know that there's a vendor other than Dell
> that provides solid warranty service.
Hrm. I hope they have vastly improved since I last dealt with them.
Around 2008, I had a customer with a "Dell cubicle", were they kept
new Dell computers in boxes to replace the dead Dells stacked up in
the other half of the cubicle. Mean time to failure, about a year.
They sent a pallet of dead machines back to Dell every few months.
My own personal experience involved a Dell laptop purchased over
a decade ago - two months after I bought it, the internal power
supply failed, and it would no longer charge the battery from the
AC adapter (I swapped removables with another Dell to diagnose).
So, I sent it back for warranty repair, using the only approved
return company, Airborne Express. A week later, no response
("Airborne hasn't delivered it yet"). A month later, same response.
It turns out that Dell was refusing delivery of warranty returns,
forcing Airborne to stack them up in rented warehouse space in
Austin, while Dell worked through its repair backlog. I waited
four months to get that laptop back, with Dell telling lie after
lie about the repair.
In the interim, I bought a Thinkpad T560, and have used Thinkpads
since. I had a similar problem with the T560, and IBM turned it
around door-to-door in 36 hours. That included a call from them
offering to upgrade the BIOS, with the assurance that they (1)
saw I was running Redhat Linux, and (2) had fully tested Redhat
Linux with another T560 running that newer BIOS. /SOLD/.
I hope Dell is treating others better these days. Their
shenanigans put Airborne out of business.
Keith
--
Keith Lofstrom [email protected]
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