XPS Service Call (Tech coming to house). What happens?

I could probably word my title better. But it's late

Anyways, did the XPS tech chat (which is freaking sweet). And am getting my palmrest replaced due to pitting. I have no doubts that when the tech comes, he will scratch his head because it is so small. BUT this laptop is a month old, so any little marks (that will just keep growing) to me warrants fixing.

So, the chat was going great. Told the agent what was going on, took 2 minutes to have him tell me that they will replace it. Then it takes awhile to I guess get a hold of a local support center (I live in Anchorage, AK but I am sure we have at least one). And then he just comes back and give me my case number etc.... And asks if there is anything else he could do for me. I thought that was odd, because I have no idea when this tech is showing up. He tells me I will get a phone call tomorrow from the local techs.

So the reason for this post is. Is this the standard procedure? I was already taking the day off tomorrow, and was going to be lazy around the house anyways. Or does this sound strange and should I be calling someone in the morning? I at least expected a "The Tech will be at your house between Noon and 5" some sort of cable tv tech stuff.

Thanks for the info!

 

nah... look @ your warrently... IN-HOME service~ they send tech to you ^^

 

Dell contracts out the repair work to local authorized technicians/repair centers, and have no real control over when they come to your house. It is, however, standard procedure for said local technicians to contact you by phone once the replacement part has been received to arrange for service.

 

Ahh see I am tired. What I mean is that they are sending a tech to me. But the chat session I had with the agent was odd. Because all he gave me was the incident ID (or whatever they are calling it), and the on-site tech will give me a call tomorrow (as in next day). But the chat agent could not give me a expected time, or timeframe, or anything. So that is what I am wondering is "normal".

 

Ahh you rock Greg. I am just trying to schedule my day. And the thing is, is if they don't come by tomorrow (not a HUGE deal), and do it on Monday they will have to come to my office (again not a huge deal). I used to be a tech (long ago, when I used to walk 7 miles in the snow to get to school , so I have a little sympathy and don't want them coming to my house when there is no one home.

 

Most likely they won't be able to do it tomorrow...Dell needs to get replacement parts out to them. Who knows...you might get lucky though.

Techs generally call during business hours (9-5) with few exceptions...and usually closer to 9 I think.

 

Depending on the tech, they may or may not call. In fact, they might show up on the day promised and they might not.

You might get lucky and the tech will call you after they pick up the part and actually let you know that they are coming and at what time and then actually show up somewhere close to that time--as promised!

 

Ah, so they might not have the part "in-stock" then? Which of course would add some time. Hmmm so what should I do? Get ahold of Dell again in the morning? The Agent told me tomorrow. And the only reason I was pressing on it, is if it really is not tomorrow, the tech will need to come to my office on Monday and do the work. Either that or after 6pm.

I guess I will just call around 10 am tomorrow if I don't hear anything just to get some more information. And change the service call address if need be.

 

If you register at the Dell site and add your service tag, it will show you the service call info dispatch and a tracking number for the part which will let you know when it will arrive.

If they promised you the part tomorrow, then it will more than likely be there tomorrow.

I cannot say the same about the tech--they have not been as reliable for me as Dell has been on their promised shipping dates. The techs don't work for Dell. Your mileage may vary.

I have had techs show up the same day that the part arrived and I have had to wait 4 days for the tech to show up--some Next Day Service!! Then again, I live in a rural area.

 

Ahhh got ya. Well I would kind of consider all of Alaska "Rural" lol. Yeah right now that "tracking" is not giving me to much information. Eh we will see. I am sure it will be taken care of one way or another.

 

well its all good, the second they get the part a technician calls you and sets a time to come by and install + repair the thing for you

 

Hey, I just had trouble with my battery staying charged on my 1530...and they had to replace the entire Motherboard. I called XPS Support this past Tuesday, and the Technician came over last night to fix. (I think there was a problem with the socket/adapter inside being loose).

When he came over last night to replace the motherboard at 6:30pm, he was very polite, and well mannered. He took great care of my laptop! He was done within an hour, and now my 1530 is working just great!

So, after a few days of not having a working laptop and worrying all is good now, and I won't be so concerned about using Dell's on-site Tech Service, again

Hope that help's you!!!

 

Don't worry about it, that's the standard procedure. Also, since you are from Alaska they have to check parts availability before sending the tech, so if you already have the reference numbers it means that the parts are in stock and if the tech is not an ******* he will call you before noon to set up the appointment.

 

I had my media bar replaced because of a tiny bulge, the service is fantastic.

 

Yeah I know, XPS service is freaking awesome. If I am still enjoying my laptop here in 6 months or so, I will be buying more warranty for it. I NEVER buy a extended warranty (I can almost always fix it myself, no matter what it is). But the service with the XPS systems is so damn good, it is worth the money.

Another reason that I never purchase extended warranties. Is that warranty work is almost always a PAIN to get going. Between the long hold times, and sometimes arguing your case with the rep on the phone. But both times I have used XPS warranty service, I have been on the couch having a web chat session. Why more companies do not do this I don't know.

I just checked the status, and it looks like they did have to ship out the part. It said it shipped out @ 12am today. But knowing DHL, who knows what is really correct.

 

For high priced XPS laptops, the complete care extended warranty plan is a near-essential. The only thing it doesn't cover is theft.

I've had terrible luck with LCD displays (bad pixels, excessive light bleed, vertical stripes, etc), and these puppies cost $1200 per unit. Between my M1710 and M1730, I've gone through 9 displays. However, Dell came through every time, leaving me with an immaculate LCD on both units.

Cudos to the XPS Premiere Support Team... they'll be getting my business again.

 

Yeah, I kind of got frustrated. Just did another chat, because I have yet to get a phone call so I wanted to find out what was happening.

Anyways, the tech will be coming Monday. No big deal, computer still works fine. But I got a little frustrated with the tech, because I was told it would be fixed today and so I planned my day around it. At least I have half the day left, so its cool.

I actually just chatted with the same tech from yesterday also, because I had a question regarding a CPU upgrade. He apologized about, giving me the wrong info. And by the end of the conversation, we were talking about fishing. Ha! Good stuff.