Dell, can you PLEASE train your technicians?

So, I called Dell for a replacement screen because my screen had an issue with the plastic cover not fitting flush. I am trying to sell my laptop so I wanted things to be in PRISTINE condition.

The Dell "technician" arrived next business day and began operating on my m17x. What should have been a 30 minute operation (that is how fast I did it, since I had to redo it after he left) turned into a 2 hour ordeal that caused him to cut his fingers badly and bleed all over my computer and sink.

What happened was that the technician had no idea on how to operate on m17x. He didn't even know how to remove the palmrest or the magnesium cover. After 45 minutes of fiddling around with it and not knowing how to get the screen out from the magnesium lcd cover and taking apart every screw needlessly, he decides to try to PRY the plastic cover off the LCD. What ended up happening next was the plastic cover snapped off and cut his fingers where he began to bleed immediately.

After him washing it and me bandaging it for him, he tried again. This time, I said, "Hey, look, I'm just going to pull up the service manual okay? I don't want you ending up cutting yourself again." And after a bit of shame and reluctance, he agreed.

He finished the job very sloppily, with things not fitting flushed with the system. I just wanted him to stop working on my system, so I didn't say anything to the misaligned palmrest, the bulge in the middle of my touchpanel (which he severely bent). I just wanted him done. When he left, I had to strip everything down, and place it back perfectly. All done within 30 minutes after reviewing the service manual.

And to top it all off, the screen that DELL sent was a CCFL screen! Not even my original RGBLED! I know they couldn't have mistakenly done that. I wonder if Dell is trying to pull a fast one against people who aren't as detailed oriented or couldn't have noticed either way.

Dell/Alienware ... please train your damn technicians! This is ridiculous. Especially when you don't allow (I've asked persistently) customers to install LCD's on their own. It's funny because when I called them up regarding the matter and asking if they could just send in the part and I could install it, their response was, "Sorry, this is a very complex installation that requires the knowledge of a trained Dell technician." Come on, give me a break.

Anyways, the screen is being replaced again, along with the touch panel, palmrest, and keyboard (he knocked the escape key off while trying to take of the touch panel). This time, I know what needs to be done, and will be babysitting the next technician.

 

it's not the first time I have read somethiung like this, but at least I can say there are some techs out there that do know what they are doing., hopefully the next one for you will.

If it is the same guy, maybe offer to install the parts yourself and let him watch and learn.

Good Luck

 

I really doubt it was intentional. What incentive could the tech/cs support agent possibly have? Complaints/problems like the one you have effect that agent negatively.

unfortunately, they're contracted local technicians, they don't work for dell in any direct way. AFAIK, these contractors are supposed to be certified to work on dell systems(which involves training), however I don't believe that they have special certifications for alienware systems. They need to for sure, especially since the new ones are totally different beasts to work on than the old clevo's

 

Kind of a scary thought...

 

for a few days maybe. However, how many new parts did he get out of it?

about $2-300 worth is how many.

 

When you see that the tech does not know what they are doing, why not just tell them to stop and that you are going to call Dell and request an another tech that is alienware trained?

Do you have to allow the tech to continue?

 

My experience on the last 2 instances has been awesome. My tech, Tavares Brown, is just amazing. I mean both times he has been flawless and fast. Never used a manual or even appears to seem 'lost' when operating. Changes my LCD in about 30 mins yesterday and it worked fine. So my tech has been great so far.
And, as mentioned earlier, I talked with my tech and he said that you must be certified on the system that you are working on. There is no one single generic certification. YYou have to be certified on M17x, Inspiron 1525, Latitude 505 and so on. He said some that are the same chassis will encompass all(like the Latitude), but Alienware doesn't fall in that category. Meaning all the chassis' are different. Anyway, taht's what he said. Sorry for your bad luck.

 

I have 3 words for you to use when you call tech support:
"Biohazard safety capture"

The Dell authorized technician should never have attempted an install of an incorrect part, but it occasionally happens. When he was cut, he should have immediately called his number for support & reported that he cut himself & bled into the computer, which would have started the process of Dell at least replacing the affected parts, but usually the entire computer.
"Back in the day (2003)", I was instructed to safety capture an entire desktop system (tower, keyboard, mouse AND monitor) because the on-site tech cut himself on the replacement heatsink while taking it out of the packaging... before even opening up the computer's case.

 

I did confront him. He insisted he knew what he was doing and this was his exact words, "That was the hard way, now I'm going to try the easy way. Don't worry I know what I'm doing." While he was struggling, I kept saying, "You know, I understand you work on HPs, IBMs/Lenovos, Sonys, and other companies, and I can't honestly expect you to remember it all. So lets just pull up the service manual." He kept declining and insisting he knew what he was doing.

Then after he cut his hand, I just pulled up the service manual and guide him the rest of the way through. He was embarrassed, you can tell, and it definitely wasn't my intention to embarrass him.

My computer was pretty much brand new. I could have done without the headache and parts.

 

Thanks for the tip. I'm calling Alienware about it now.

 

I had a really bad experience with a technician too. It resulted in alienware sending me numerous new parts. I always remind them of my experience and they dont send technicians to my house anymore. If any parts need to be replaced that I don't feel comfortable replacing my self I will demand a replacement.

The guy who worked on mine had never seen an alienware before. He tried plying off the vent covering the GPU fan to get to the gpu fan, he broke touch strip and the ribbon wire connecting it to the mobo, and lastly he misrouted the wire for the gpu fan.

Edit: I also forgot, he halfway disassembled my m17x then put the battery in and started it up to look at some manuels for it he had saved to his flashdrive. Then he shut it down and continued taking it apart until it started up cause he left the battery in. He also told me he was a temp and was waiting to get hired full time. I dont think that happened after the complaint I left.

 

thats crazy man i would be pissed off. i would be on the phone demanding that they replace the system if the bled into it....crazy

 

it's the countless stories like this that really make me question why people still like dell so much.

 

maybe because it's 10 people out of a few ten thousand on these forums? every manufacturer has problems, Dell is more quick to replace parts or whole laptops than most.

 

Yeah, they did replace the parts that the technician damaged and let me install them. Also they overnighted me the parts too.