Overdue thanks & report on my Dell service experience

First off, I should give the forum a long overdue thanks for being here during my purchase decision. I bought an Inspiron 9300 around Christmas and I love it. Thanks for letting me read all of your experiences so that I could make an informed decision.

Now on to my Dell service experience. I elected to purchase the accidental damage when I bought my laptop. Shortly after it arrived, the 'W' key popped off the keyboard. I'm not sure if it was broken when it arrived, but there is a very good chance that I just bashed it loose while typing. I'm tough on a keyboard.

I contacted Dell on their service chat. Here's the transcript:

05/08/2006 10:03:28AM T: "I have a keyboard problem. One of my keys keeps popping off. How do I order a small keyboard part?"
05/08/2006 10:05:40AM Agent (Bhupesh_01117555): "Thank you for all the information, I will be glad to help you to resolve the issue. Is this about inspiron 9300 and are you using windows XP?"
05/08/2006 10:06:32AM T: "Yes. 9300/WinXP."
05/08/2006 10:06:36AM Agent (Bhupesh_01117555): "Have you tried any troubleshooting before contacting us. Could you please elaborate, what exactly happened?"
05/08/2006 10:09:07AM T: "On my keyboard, my 'W' key keeps popping off. It has since I received the unit, but it hasn't been much of an issue. Under the W key, is a small white plastic clip that keeps the key attached to the keyboard. It connects to the W key in 4 places, but it has one of the 4 places broken."
05/08/2006 10:09:59AM Agent (Bhupesh_01117555): "As I understand the key on the keyboard popped, is that correct?"
05/08/2006 10:10:39AM T: "Popped off, but I can put it back on and it will stay on for a few days."
05/08/2006 10:11:19AM Agent (Bhupesh_01117555): "Are you chatting with us with the same computer?"
05/08/2006 10:11:35AM T: "Yes. The computer is functional."
05/08/2006 10:11:55AM Agent (Bhupesh_01117555): "Did you try putting it back on or pasting it ?"
05/08/2006 10:12:12AM T: "It is back on, but I cannot paste it."
05/08/2006 10:12:37AM Agent (Bhupesh_01117555): "Oh ok"
05/08/2006 10:12:56AM Agent (Bhupesh_01117555): "I will go ahead and replace the whole keyboard, Could you please confirm the name, email, telephone number and the address registered with us?"

The keyboard arrived yesterday (5/9). It came with a pry tool to remove the top cover where the power button is, a small screwdriver for the keyboard, and instructions.

Just thought I would share a positive customer service experience with those of you considereing a Dell.

 

Tspoon,

I am glad that everyone here on the forums was able to help you. When you purchase the accidental coverage by Dell their customer services rocks because they have to replace almost anything that goes wrong with the computer, even if it is your fault.

Good thinking.

Looking forward to seeing more posts from you.

 

05/08/2006 10:11:55AM Agent (Bhupesh_01117555): "Did you try putting it back on or pasting it ?"

LOL! I'm sorry, but this typical of DHell support... 'Pasting it"... Geez.

 

Yep, I saw 'Pasting it' and rolled my eyes.

But I was happy to get a new keyboard in 24 hrs.