Witness dells ineptitude live, repair taking place

This is whats stopping me from getting the service guys in to fix my screen. The gap at the top is getting bigger. I may resort to super glue.

 

I really don't see the issue with him filming an incompetent tech. It can serve as leverage when he's dealing with Dell. While filming it live may not have been the best choice, I don't think he violated any forum rules. If he puts it back up, I'd edit the techs face just to be nice about it. BTW guys, even Dell is aware that these outsourced techs tend to cause more problems than solve them. Each and every time I have an issue with a Dell system, I tell the CSR that I can service the unit myself. They make me agree to being able to carry out a self repair and the next day I have the part in hand. The only person I trust to work on my system without damaging it is me.

 

I found it amusing and I'm glad he did it to show people just how incompetent some of these techs are. He is pissed and I don't blame him. Dell hires inexperienced people who end up ruining peoples laptops. Dell ends up covering the cost of damages but the wasted time is irreplaceable. I once had a guy come to replace the keyboard and a GPU fan on my R1, I asked him if he ever took apart an M17x before and he said no, so I did the swap myself. I wont take any chances on these techs, if I ever have issues, I will replace all the parts myself.

 

While it is argueable that some technicians may be more or less knowledgeable than others, keep in mind that there is good and bad in every practice. Although Dell would love to perform all of their work internally, they have grown to such a level that it would be impossible. This means that they must rely on DSPs (Dell Service Providers) to perform the work on their behalf. All DSPs (whether they have worked on an Alienware or not), are required to certify on the computer. Unfortuantely, due to the nature of the business, someone's laptop is going to be their first attempt after certifying. Now this isn't to say that they aren't experienced or don't know what they are doing. This simply means that hands on experience with customers is needed to further their knowledge. If you find that a technician is not knowledgeable enough, or they make a mistake and cause damage to your system, make sure and fill out the survey. All DSPs are required to score an average of 90% satisfaction to continue being a DSP. Only the customers have the power to switch their DSP.

Thanks,
Gabe

 

I don't see the problem with filming it either, although the live part may have been a little over the edge. SOMEONE should be accountable for whatever mistakes and ineptitude, whether it be the tech himself or Dell. After all, we are spending thousands of dollars on these machines.

 

Thx for th info GabeZ

 

Please read throughly about what I have to say

I'm gonna try to be as brief as possible. More than a month ago I ordered two m11x's, one for me and one for my brother, my computer had the screen defect, brothers still has a nasty fan rattle.

I bought the computer on the states, brought it down to Mexico, Dell told me the warranty would be covered down here and I was really impressed with that. When they told me I wouldn't need to send my computer and that they would fix it on the spot I was surprised, it was a new thing for me (only dealt with best buy warranties previously).

So both computers got replacement parts, today was the first, mine. Many of you saw me streaming the "tech" attempting to change the LCD on my laptop. After he changed it the computer was dead and didn't turn on. He said the motherboard and trackpad were dead so he called in and ordered a new one on the spot.

Now, i'm not gonna try to bash the tech anymore, but i'm gonna say that if he had done everything with patience and a quick look at the dell guide, none of this would've happened.

After he left, I decided to take the laptop apart and reassemble it carefully, I did it very patiently looking at every piece and see what was causing the problem. As I started the disassembly, I started noticing the internal damage the tech did. The following pictures speak for themselves.

http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7280.jpg
http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7282.jpg
http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7281.jpg
http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7283.jpg
http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7284.jpg

I had a bright headlamp and was examining everything really carefully, I couldn't see anything until I came across the following ribbon cable:

http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7286.jpg

It goes straight to the board, and it was being shorted... My guess is that he lifted the palm rest with force without being aware of that cable.

I proceeded to straighten the pins and put it back in, although 2 were shorter they still made contact and as soon as I hit the power button, boom...my m11x comes back to life...

Now first let me make clear that I take care of my electronics a lot, this was a really expensive laptop and went as far as buying a 60 dlls invisible shield for a macbook and custom cutting it for my m11x, you can see it here:

http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7292.jpg

And for the trackpad to avoid finger wear, I hate shiny/oily trackpads:

http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7294.jpg

Ok getting that out of the way. I have really mixed experiences with Dell customer care. On one hand, the support on this forum by Brian and other members has been amazing, the sales rep was really nice and even the guy that authorized my repair was really pleasant too. Problem is only the company that Dell hired down here.

Right now, a new mobo and trackpad are on the way to the tech company to "repair" my m11x, now that I've fixed it...guess I just saved dell a few hundred dollars.
I'm trying to imagine what would've happened after the tech replaced the motherboard and the computer still be dead since the ribbon cable would have stayed the same.

Ok now that the computer looks like its working correctly, I want to dismiss the video and forget this ever happened, I don't want that tech loosing his job.

Which brings me to my brothers m11x, its due to get its fan replaced these days and I don't want another incompetent tech touching it, I'd rather do it myself.

So, the question is, is it possible to get an authorization from dell so I can do the repair myself? I'm more than capable and I will do it with more patience than any tech in a hurry will ever do.

All in all, I really don't want to cause any trouble. I would like to give feedback to the company that sent the tech here. But thats about it, I'm not asking for a replacement, I'm not asking for a refund...

Also, do I call Dell with my new dispatch number and tell them I don't need the parts anymore?


In conclusion

I'm sorry I streamed the tech live, I had my cellphone in my hand and it seemed easy since I was literally watching the guy mess up my computer. But yeah, they really need to at least force employees to take a glance at the disassembly guide before touching the system.

Btw: heres my brothers m11x and mine side by side http://i282.photobucket.com/albums/kk245/andrewe1/IMG_7296.jpg

Reference thread: http://forum.notebookreview.com/showthread.php?t=469873

 

Follow up here: http://forum.notebookreview.com/showthread.php?t=469927

Please close this thread if you need to, thanks.

 

If I were in your place, there's not a chance in hell I would accept that kind of damage to a new system. That tech was a moron and you should forward that video to Michael Dell so he can have a good hard look at the type of idiots Dell is contracting it's warranty work out to. Don't apologize for the video, some people got upset and they can stay upset, who cares. There's those of us that support what you did and understand the frustration of having a new system ripped apart by a complete idiot.

There's a certification process in place for Dell techs but from what I've heard, it's a simple online test that almost anyone can pass. As evidenced by your video, I think a monkey would have done a better job and less damage to your system. Good luck with the repairs.

 

I understand what you say and totally would agree with you, my main issue right now is I don't have time to deal with it right now, I need a working computer for CAD work and can't afford to loose my laptop even for a few days, my main concern right now about getting it back up and running was getting my files.

Guess i'm gonna wait a little and see if theres a rep that has anything to say.

Thanks for the support though.

 

If you ask for an exchange, you will be allowed to keep your computer until the new one is built and sent to you. Give it a shot, you won't have anything to lose.

 

I'm not sure they would give me one now that my computer is working and all the damage is internal, on the outside the computer looks like new...

 

I second that, at this point you don't have anything to lose and everything to gain. Your story is one of many that I've read about techs destroying systems. And to me its kind of sad that a non professional can read a manual from a forum and get something working, while a professional who repairs computers for a living can't. That's unacceptable.

 

You need to call Dell and tell them you demand a replacement unit, this one has been tainted.

My replacement unit should be here any day now.

 

Damage is damage my friend, no other way to say it than "yep it's damaged". A little nick and it's damaged, even if you can't see it. Do NOT stand for this for one day, call Dell, demand a replacement to be sent first (keep your cool though, I know it's very tough not to with Dell), and don't let that tech come back lol.

 

I agree with the people saying call Dell and have them ship a replacement. I had an original XPS from many years ago. The stupid tech not only missed installing a bunch of screws (there were I think 7 missed) but he left one loose inside the case. The computer lasted 3 days before it literally smoked. (the first two days the comp was at its usual spot on my desk, where the service was done. The third day was when I took it to school.)

Villosa, nice gaming rig. My gaming rig is very similar, just no water cooling and a lesser processor.

 

Lol! I got my XPS back with missing all hard drive screws, and hard drive out of out the bay! Glad I finally got rid of that laptop.

 

This thread has gone on for quite a while now, and was also requested Closed by the original poster, so it is now closed!

 

You requested your first one be closed so this one shall be as well since its nothing more than bickering (which those posts have been removed). PM me if you have any questions re: the closure.

I suggest contacting support without delay to discuss the issue. Discuss a replacement if you believe or feel there is a chance the internal components may have been damaged during the tech's work.