Mail in computer that has On-site service?

Hi everyone,
I had a problem with my e1505 screen bezel. It was separating near a corner. I chatted online with support and they sent a tech who replaced the front and back bezel pieces. Fixed the issue, no more seam in the plastic, no more creaking.

I didn't turn the computer on for several hours after he left. When I did, sound wasn't coming out of the right speaker. When I closed the lid partway it would crackle and start working. Then the plastic near the right speaker got very hot, and I smelled burning electronics. I powered down and took the hinge cover and keyboard off to see if a wire was pinched. The tech hadn't reconnected the wifi antenna wires from the screen and they were resting on the motherboard under the card, apparently shorting the speaker out.

System works now, right speaker only has about 50% volume. I called Dell as soon as this happened and they said I would have to mail it to their depot to have it repaired. It's nearly finals time in school so I can't really go a week without the computer.

Should I call back and press them to just send a tech out again with a new motherboard and new speakers? I've paid for the On-Site service so I wouldn't have to mail the computer in if anything came up. It seems to me that the depot will replace the speakers and possibly the motherboard if anything is wrong with it. Two things that a tech should be able to do right?

Anyway, has anyone had luck getting them to send a tech after they've already told you to mail a computer in?

Thanks for any advice

 

That is exactly what you need to tell Dell.

They might need to have it sent it to evaluate if there is more damage, which is something a tech cannot do on-site. Ask Dell specifically why they want you to mail it in this time.

 

Sorry for not putting this in the customer service section, didn't see it till just now.

I guess I'll give it one more try tomorrow on the phone. At work we've had several dell laptop motherboards replaced by techs, so I know it's done.
I guess I could let the case expire and then just get the speakers replaced, and wait until there's time to ship it in for a checkup.

 

If you paid for onsite service that is what you should get. Agents usually prefer if you send the system for repair because that way they avoid a hit on their metrics (some bs rating system they have to see if you are a good technician).

If the system is running fine call again, ask for a replacement speaker and plastic cover/case in case there are burn marks or melted plastic. Inspect the system again and check for other parts that might be damaged so they can replace it.

If you have further problem you can just call again, but don't wait till the case is closed, sending the computer in is not what you paid for.

Hope that helps.