On Site Repair time?

Well my XPS M1330 finally succumbed to the nvidia gpu flaw. I called Dell on Sunday afternoon (it's now Weds AM) and within 20 minutes with tech support had arranged for on site repair.

Well Monday came and went, no call from the local tech to schedule my repair. Contacted Dell chat support yesterday (Tues) morning and within 10 minutes after checking on my status the rep said I should receive a call by end of business day. The rep then connected me to a supervisor for a quick survey...supervisor asked me some small talk questions and then gave me a # to call direct regarding my in home repair (800-654-1853). So now this morning, no call so I gave the # a jingle...it is some company named "Bangtech"? Gave them my Dell Dispatch # and the lady there told me they haven't received the replacement part yet (new mobo). I explained today is now the 3rd day, she put me on hold, then came back and said they anticipate delivery today and I would receive a call by 5pm today to schedule.

My question is is this normal timing? My Dell dispatch says "NBD". I figured it would be Tues for the repair since I called Sunday afternoon and nothing would probably get shipped/updated until Monday. At this point it's going to be Thursday at the earliest.

 

When I had my Motherboard replaced w/Onsite...The Technician didn't call me to schedule the *time*, until the part that XPS Support ordered was close to being delivered to the Technician. The whole process from calling XPS Support to the Technician calling to schedule the time took about 48 hours.

So, I would say perhaps this is normal...

I would assume per your convo' w/Dispatch they should be calling you sometime today to schedule the time. The nice thing with Onsite for me was that the Technician was able to come in the evening to fix, and my not having to take any time off from work!

I hope this helps!

Cin

 

Thanks for the reply Cin. I'm not entirely impatient, but I've just been told twice over the past 2 days that I should be called by the end of the day now and nothing.

This is my personal lappy, but I had it shipped to my work originally so I'm just going to have it fixed at the office rather than at home, so no time off needed

 

No worries..I understand totally My 1530 is my personal lappy ~ also!

And, your not impatient..you just want your lappy fixed so it's in working order

I'm sure someone will call you today to schedule!


Cin

 

Well looks like it's going to end up taking 5 business days. No call on Wednesday, so I called Dell back and the tech actually 3-way conferenced called me with Bangtech. The Bangtech rep said they tried to call me yesterday, I told her my cell phone has no missed calls and no voice mail...liar. I know that's harsh, but I don't take well to BS claims. So she AGAIN assured me I would be called to schedule today by 5pm. Finally got my call from the local tech at 3:30pm. He actually wanted to come between 5 & 7pm today, but since I have it set to be done at my work office I told him to come tomorrow...so I'm on for 3-4pm tomorrow.

 

Oh no! Sorry you had to go thru that ordeal..of *I tried to call you* ..Not fun at all!

Well, at least they are coming bet. 3&4 pm tomorrow to fix! That's the good thing!

Let us know how it works out for yah! And, good luck!


Cin

 

It's finally fixed

The tech actually came early @ 1:45 and was done in about an hour. Everything looks to be in good working order. No new scratches or missing screws from my first look over. I really don't think Dell had anything to do with the repair scheduling taking so long, just the incompetence @ Bangtech. Hopefully I'll get a survey from Dell and can further express my dissatisfaction.

In the end I'm just glad to have my lappy back in working order...didn't realize how painfully slow it was to use my old Averatec

edit: argh...the touch controls aren't working! Odd since the power button works ok. I guess I'm gonna have to do a little surgery of my own since I'm guess the cable isn't fully seated.

 

That's great! I'm glad they came and *fixed your lappy up*!!! And, early to boot!

I think I received a survey of some sorts...The technicians they send, personally ~ I think they do a good job...(or, depends on who you get)!!!!

Hope you can get the touch controls working....


Cin

 

Just finished reconnecting the touch control's cable. It's this little tiny ribbon cable (probably 1/3" wide) and it barely takes any pressure to connect it. So crisis averted

And yeah, I agree the tech was ok. He dismantled the whole laptop, swapped the mobo and reassembled the thing in about 45 minutes and he didn't have to refer to any service manuals.

 

Oh good!good!....So glad you got it fixed Avoiding a crisis = always a good thing! LOL

Yup..you had a good technician...mine didn't even mind when I *hovered* a few times when he was taking apart my lappy! LOL...



Cin