Dell wants me to depot when I paid for NBD

Hi,

I have a stripped screw inside my computer and dell wants me to send the computer in for depot and it would take 14-21 days according to the rep. It seems this defeats the purpose of the large cost of NBD over a standard depot warranty?

Thanks
mersenne

 

It might be tricky to deal with a stripped screw, and if it requires a major hardware replacement over something so minor, it might be something they don't want to authorize over the phone. I'd say you're better off with the depot.

Incidentally, were you the one that stripped the screw?

 

No I did not strip the screw...and two I don't have 14-21 days.

 

Well, ask for a replacement system. Just keep in mind that it might be a refurbished unit with issue of its own. Or, you can keep insisting on on-site service. My guess is that stripped screw might be more difficult to deal with on site, and if hardware gets damaged in the process of removing the screw, it might be hard to get an approval over the phone. I'd go with the depot in this situation.

As far as the delay, you have choice between sticking to your guns, asking for a replacement or accepting a reasonable delay. In future, keep in mind that if your business requires a system to be available 24/7, you're better off having a spare computer on hand at all times than upgrading to NBD.

 

A completely stripped screw will require hardware the on-site technician will not have access to. The only thing to do is ask for a replacement system, or send the laptop in for repair (although to be honest 14-21* days is ridiculous for a NBD warranty).

Personal note
I just had a unisys technician come to do a Dell swap (2nd LCD replacement, the 1st replacement has a glazy/grainy coating which I installed my self).
Looking at their tools they definitely don't have anything to get a stripped screw out.

FYI: If you are receiving support from Dell's Business, they typically will do a system replacement with overnight shipping before asking you to send the system to a depot.
So I am going to assume your dealing with consumer support. Dell's Business support has been nothing but excellent.

 

Where is the stripped screw? Your best bet would be to try to remove it yourself. Try flathead screwdrivers of different sizes, if the screw sticks out, use a Vise Grip.

 

Or get a set of screw extractors such as this (which sorted out a stripped screw for one of the forum members).

John

 

When I have stripped phillips screws, I usually find a flathead that fits right, and it usually doesn't fail.

Why not just drill it out?

 

I have had this same issue with Dell before. After three trips from techs trying to fix one of my laptops the issues were still occuring. They wanted me to send the laptop in just like in your case. I simply informed them that I will not be doing this since I paid for the NBD warranty.

Mine was a hardware problem, not a stripped screw so they were able to send parts.

In your case I would tell them to send a tech to diagnose what they need and then he can come back.

 

Generally, a stuck screw will require either a replacement laptop or a replacement major assembly (base assembly or display assembly). In the case of the E-series, the CPU and RAM can be removed from the bottom, so it's not as big of a deal. Still, they will have to dispatch nearly everything, so they will probably replace the laptop.

Again, it is best if you can get the screw out, as the replacement will be refurbished.