Sending laptop to them for repair?

So I have a problem with my laptop, which you can read about here: http://forum.notebookreview.com/alienware-m17x/577744-interesting-problem.html

I called them back today after not hearing from a tech. Guy said there was no record of my first phone call. No big deal, we go over everything again. At the end though, he decides I need to send the laptop to them instead. I've never heard of this before, anyone here had to do this? I have another year on my warranty, including the in home service or whatever. So the idea of sending it to them and being without a computer for a couple weeks has me pretty ticked off. Does this sound normal? Or should I call and complain?

 

If you have nbd in home warranty tell them you aren't sending in your notebook as you paid for in home service and you want someone to come to your house to repair the system.

They wanted me to send my in for repair about a month ago I told them no as my warranty was for in home service, they sent out a tech and the parts.

 

I would avoid sending your laptop away for service.

When I sent mine my old laptop (XPS m1710) away some years ago, it came back missing screws, a small (permanent) mark on the screen, the DVD drive not secured (which slipped out as I was removing the laptop from the box) and the main issue I sent it away for still unresolved.

Furthermore, I received a call from the service centre asking me for my online gaming account passwords so they could test gaming performance for me...

I'm not sure if off-site service has improved since then but I think you will find that the general consensus on the forums is to only accept a tech coming out to you (assuming this is covered in your warranty terms).

 

Thanks for the opinions. I tried calling them back, but again they're saying that their tech is down and to try again tomorrow. I will be calling them and telling them I want someone to come here instead.

It's funny. So when I called on Thursday, the guy got me to buy another year of warranty since mine is close to expiring. While he forgot to put in the order for a tech to come to my house, he did manage to get that order in for a longer warranty. If he had put in the tech order, I'm sure my laptop would be fixed already. Oh well. Sure they will get it figured out in the end.