HELP! DELL on site repair gone bad!

A Dell rep (or hired technical services UNISYS technician) came by tonight to replace my screen, he took 5 and half hours to work on my laptop (today from 5:30pm-11:00pm). Before he started, I asked him (I am deaf, I wrote to him) if he knows the Alienware systems or just aware of the difference between those systems to other dell laptops models. He said SURE! But from onset, it was clear that he wasn't even sure what he was doing, he took the laptop apart then had to connect to dell service database to help him with step by step, ONLY to find that they sent the wrong screen! AND in the process, he just tore up my laptop cover, there's UGLY marks from his messing around! And he tried to put it back together, but he couldn't! as of right now, there's three different spots that are not fully closed or shut right, and my screen's hinge is not smoothly flushed together. I pointed out those things to him, he said he will ask for cover replacement, and that he would fix up other problems at the same time whenever he gets the proper screen parts this week. I am so upset, and at loss what to do. Please help, who or what should I do right now? I have his "evaluation"/ case info paper, along with his manger's numbers and email on top of that paper. Should I contact Dell or this guy?

my laptop is Silver M15x

 

Contact dell, tell them what happened and see if they can send you a full replacement system.

 

Sorry to hear that. It's unfortunate when tech don't know what they are doing. This is why when tech wanted to send over a tech to fix my faulty M11x keyboard I said no thanks, I'll replace it myself lol. I would wait to see if he "fixes" his mistakes before calling. Good luck.

 

Contact Dell. The same thing happened when the Dell-hired tech was sent to replace my mobo. He not only FUBAR'd the mobo and fried a graphics card, the palm rest didn't fit back properly. I called Dell and they were EXTREMELY concerned and began the full replacement process. It's not worth it to deal with a Frankenstein's monster as they replace part after part and keep fixing some problems and creating other in the process. Remember, you paid for the high-end system, not the head-aches. Call Dell and get it replaced. Calling the technician's manager will not replace your system.

 

Yeah definitely contact them, sometimes companies actually feel for the customer and give extra stuff like % off discounts or so. I can't say I am surprised though. Dell = incompetence (goes for a lot of big companies unfortunatelly).

My sister dropped my laptop (xps m1330). What I did is google through this website, found a guide how to open an entire laptop and take the screen out [btw, taking out the plastic that's on top of the screen is such a PAIN!]. I wrote down the exact model of my screen, went on ebay (I never buy there so I actually had to make a new account...), found someone with good rep selling new laptop screens who had the exact model, and put it all together by myself. The screen was $140 with free overnight shipping (and I think 2 month warranty). It took me ~3 hrs of googling and disassembling the laptop. Putting it back also wasn't hard, I just left it disassembled on a table in a specific arrangement so I could figure out what goes where back.

Plus, I ended up with 5 extra screws ! But judging from your description I did a fantastic job compared to that technician

 

get a replacement from dell. And refuse anything less than an upgraded system.

 

have someone call dell for you to complain and demand a replacement, i think they won't give you much trouble. poor service is unacceptable for the amount of money you paid.

 

Wow! Welcome to the club. Yeah call Dell like everyone say they will take care if you. My tech ended up bricking my laptop and scratching it up too. I sent them pictures and got a replacement. So good luck

 

Yup, I'm taking pictures right now. Man, this was my baby! I feel so violated! *sigh* Thank you guys for the feedback and tips. Definitely going to see what Dell has to say about this!

on side note, the tech guy left his laptop (and it's bag) here! Bwhahaha! (ugh, it's 12:32am here!) He wouldn't answer the Relay Call, thinking it must be Sales people or whatever, had to redial him nearly 20 time thru the operator before he finally answered it, and now he's like "OH! thanks! I'm on my way back to get it!" I wonder... I should peek into that bag, eh?....

 

Lol rookie tech?

 

Definately call Dell immediately. Take pictures and send them in and email them as well. Do everything and don't stop until they agree to replace every single damaged piece. Be persistant.

 

They just don't bother teaching their outsourcing techs (Unisys guys) how to deal with the AW systems. Out of 4 techs that visited me for parts replacements only one knew what he was doing but still preferred letting me do the work...
Disaster for Dell! A pity for us, especially those of us who aren't computer nerds&geeks and have to trust pseudo-techs. Paying that money only to witness your machine being torn apart by those who shouldn't be allowed to touch it without a proper training (and perhaps even a certified testing).
But don't worry, Dell WILL fix it.

 

Its not all bad, I had a Dell Tech replace the CDrom on my M1330 and the laptop was put back together was better than when it arrived. But agree with the sentiment here of demanding a replacement.

 

This is what kills me How hard is it to Buy a digital camra. Take pictures of what is where. Yes a camcorder would be better but As a tech would you use a camra and place screws in order they where taken out?

MORON TECH?

Best idea is have some type of video to go by like Mr MOO videos.

Please dont have a Cow Mr. Moo hehe. Just Kidding. But yes your videos are good.

 

You mean you haven't peaked already? You're too nice though... Why are you wasting time on this guy's mistakes. Should've just taken the other laptop for mental stress for what he did to your alienware

 

2/26
UPDATE: Dell (UNISYS) sent other guy this morning, and the repair went FANTASTIC! This guy is PRO! Replaced my screen in less than 30 min!! And ordered a new cover for my laptop, completely communicative with me, asking me questions and giving me tips. Fixed up the flushing issues with components! Man, I wished this guy came in the first place instead of the other guy other night! Restored my faith in Dell partially now. I guess the lesson here is, if you feel something is funny with the guy they sent, you are probably right, so don't let him touch your machine!! *note to self, LEARN to replace stuff yourself!*

 

congratz bro. I'm glad it got straightened out

 

Thrilled this was resolved for you!

 

The sad part is this is getting way to common. The on site techs are under trained and sent out in the field. I see it alot. Hopefully that tech gets the training he needs.

 

Man, Dellienware is "threatening" me with an onsite-tech... I'm going to just ask them to send me the parts... I've built plenty of desktops, I don't think it can be that bad on a lappy.

 

famous last words... when the tech took apart my S-XPS 13 I couldn't believe how many tiny screws there were, and tiny connectors... I've been inside laptops doing ram, hdd, and re-gooping the cpu/gpu, but i'd never taken one apart to that extent... crazy.

 

glad it worked out for you

 

This might be true for the US. Here in Switzerland the techs seem always well trained and know their stuff. (I had one for screen replacement and the other one for mobo replacement). I asked whether they had experience with these machines and they replied that they got some for training purposes.

Also, Any tech which doesnt do proper screw management is a complete fail. This is the very basic of repairing just about anything.

 

Well duh... Switzerland. In the US it's more like a lottery.

Docsteel, it's not that bad, almost like a desktop just 100x more tiny screws. I would do that as well. Just be organized (more than I am...), as Wattos said with the screws have a nice big area you can work on, and you're basically good. Oh, and be gentle.

 

lol @ the rep, replacing a screen is probably easier than installing new ram...its no different than any other screen, 15 mins after getting my M17 i swapped the lid out in less than 20 mins....this is why i will never buy a brand new laptop its just like cars, they loose a sick amount of value right away, and the waranties are always a joke, and when you do have to have something fixed its always an issue with a retard who went to "comptuertraining.com" and certficate there way to a job, who really has no idea they are doing. im glad you got this fixed though

 

OP's bad service call was resolved. Thread Closed.