Parts Replacement - Overkill

I thought you all would like this little story about my wife's M6400. When she returned from a recent trip, I happened to notice that the cap on the pointer was missing and so was the tiny rubber bumper on the left side of the palmrest. Called tech support to have them mail me the push on rubber cap for the pointer and the little piece of rubber, not much bigger than a grain of rice. After 5 minutes of checking, the tech said that the parts were not available, but that he would schedule a technician to come out and replace, get this now, the entire keyboard and the entire palmrest.

The parts needed probably cost less than 50 cents and would take about 1 minute to put on. Instead, Dell gets to pay for two major parts and the labor to install them. Plus, I now have the worry about something else getting screwed up.

Really makes sense, doesn't it.

 

Don't feel bad, I ordered a refurb that was missing a screw and the the rep wanted to send a tech out to replace it.

 

The rubber cap for the pointing stick should be user replaceable but the bumpers each side of the palm rest are not. There seems to be a special technique for glueing them into place.

Anyway, be thankful that Dell are prepared to provide this type of service (but you do have to pay for the right warranty). Many manufacturers would call such problems to be user-inflicted damage and charge money for fixing them.

John

 

If they are going to do that, I would move the pointer cap over and keep the new keyboard as a spare.

 

Wow, never heard someone get upset about a company wanting to replace more then they needed to.

Almost like getting a nail in your tire but instead of plugging it they decide to give you a new tire!!

Just watch the tech do the work and you will have no problems, plus shiney new parts