Dell Tech Support - My first hardware replacement experience

Ok. This is a good experience and I honestly havn't seen a company go out of their way to do this. I emailed Dell about my screen and the light leakage issue it was having. They asked me to do some basic troubleshooting (does it appear in a dos prompt - yes, does it appear in the bios screen - yes if stretching isn't enabled in bios, does it appear on an external monitor - no) then they said that the lcd would be replaced under warranty. They shipped it out to a local dell technician. Here is the amazing part. You don't go to them. They come to you. I received a call and the guy asked if it was ok for him to stop by the house this afternoon. I work unfortunately but we came to an agreement that I would let security at work know that he was coming to work on my laptop during my lunch break. We'll see how the actual technician does in person but I have been thoroughly impressed so far. Especially after all the bad reports I have heard about their tech support. It might of been that I have been avoiding the phone part though.

P.S. - I keep getting this message when I go to chat or email support --

"You recently used service tag 21491C1 that is covered by a Gold or Platinum service agreement.
You may be entitled to additional online features related to this agreement.
In order to access these features, you will need to add to your registration information using the covered Service Tag, and either your Order Number or Customer Number."

 

that's what Dell does... but, I'd wait till the Tech comes and does his thing and you check out the replacement etc before commenting on how good the experience was.

As a point of reference the 2nd tech who came to replace my LCD damaged the Laptop so badly that it had to be shipped back to Dell... hope yours does better!

I get that pop up msg as well and was wondering what it meant... I'd still like to know.

 

i contacted dell tech support the other week to get the media direct cd and some replacement rubber feet, i was on the chat room fuction for about 10 minutes tops and the problem was sorted, they overnighted all the cd's to restore the laptop to factory condition (all the bloatware stuff too AND another copy of xp home ) and the 4 feet, so i have nothing but praise for dell tech support

 

The tech I got was very professional. He works for a company call Qualxserv and did an extremely professional job of the replacement. The lcd sent was another LG screen and it has pretty much the same amount of light leakage as the first. Maybe a little bit better. Since this was the replacement one then I will just let it be and not have him do it 20 times. Guess not everything can be perfect. Lets just say that the laptop did not get damaged at all as I had watched him do it over my lunch break. I also mentioned about the chat and email support and he said that is the way to go.

 

Same thing happened to me. Technician replaced screen - it was quite a bit of work, we was sweating profusely. I felt a bit sorry for him
Its quite difficult to get to those screens, quite some force is neededd, but they need to be careful not to brewak anaything.

 

My LCD has a nasty dead pixel that comes and goes. Now i don't have a Gold or Platinum service agreement and I've had my e1505 for 6-7 months - does anybody know what would be the best approach to take (chat/email)??

Also, if they replace my screen, which one should I choose LG or the other - cause I have light leakage and that pearly look at bad angles.

 

I believe the LG one is the one that has that issue. That is the one I have though. Also I don't believe you get a choice as to which screen you get. I think it is kinda the luck of the draw. The Gold or Platinum service agreement thing is something I need to contact Dell about and confirm with them as I am unsure if it really applies to me. All I know is I got their 3yr warranty with accidental damage coverage on it

 

I think those gold , platium agreement is for XPS system. Because I bought an XPS m140 for my friend and i add the Service code to my account, when i chat with dell support, a pop up window show up and ask the same message. They ask me to apply sth which i'm not sure.

Very lucky that you got some one came and replace your LCD. LCD replacement is easy, it won't take longer than 30 mins. I did once for mine. I was amazed at the new chassis , it makes things easier to take apart.

PS: did you get a 3yr warranty ? I have a 1 yr warranty so I can't get such service like that.

 

Thats how it started for me, I thought it was all going well however when the tech arrived. My opinion very quickly changed of Dell Customer service..
he was rough with the laptop, left big patches of mud all over my carpet,
and installed the wrong lcd which still had light leakage and nearly broke it by dropping a screwdriver onto it. he also scratched the microsatin with the screwdriver.

Had atleast 5 hours since then on the phone with dell. matter still not resolved.

 

Nope the gold applies to all notebook. you can have a Gold or Premier Support even if you have an Inspiron or Vostro system.

The warranty really depends on what you chose during the time you purchased your notebook. you can extend your 1 year warranty to 4 more years since all Dell Notebook has a maximum of 5 year warranty. I believe you have the return to Dell warranty on your notebook, you can also upgrade that to a Next Business Day warranty where a tech will come to your place and replace whatever part needs to be replace like the LCD.

 

I had a guy come out to my house yesterday to replace my board (graphics card problems) and he was from QualxServ and did a very nice job. He had to completely dismantle my m1330 and worked with extreme knowledge and precision, and I was very impressed. All of this was done in less than 24 hours after contact with XPS Support which also made me happy to get it fixed before weekend and Christmas.