Thank you Complete Care!

I am one of the first to complain when something does not go well. Now I must congratulate the service that I received from Dell lately.

One of my friends spilled a glass of wine directly on the keyboard of my XPS 1645. Obviously, others friends of mine tried to boot the portable immediately after the accident, with the result that even after I left the portable to dry for 2 days, he did not want to boot again any more.

I then contacted the Dell's customer's service to see what they could make. Extremely fortunately, I had taken the complete care guarantee and this kind of event was covered.

Believe it or not, my portable left for repairs Thursday evening at 16:30 and I l' received, completely repaired, Monday morning on my arrival at my office.

On the repair bill they changed the mother board, the keyboard, the palmrest, the bezel and the dvd drive. I was agreeably surprised by speed of the service.

Thank you Dell

 

yeah...with the XPS you do get a higher level of service ....turnaround time is very quick...

 

It's not XPS, it's just CompleteCare. Alot depends on the shipping label they send you though. Dell always wants to send a slow FedEx Ground label, but you can always try to renegotiate it to a faster service or just pay for the faster shipping. The turnaround in the repair center is usually just two days or so.

 

I wish I was so lucky! I had a similar incident and have Complete Care but it's been about a month now waiting for a resolution

My Dell Studio XPS 1645 was reported on 06/07/10 and then each week I've been told it was waiting on a part which was due in 2 days/end of the week/next week/end of month etc etc. 28 days later I finally snapped and they've now agreed to send a replacement machine 1647 with different processor and graphics card (seems like mine aren't being produced any more) and now I'm awaiting delivery estimates on the new machine and my old hard drive being returned.

I'll be happy with the final resolution when I get my laptop back but it's been pretty much a month now machineless and it's really effected my work. What worries me the most is that my machine when I originally bought it was delayed by almost 2 months 'waiting for parts' so I'm really hoping this replacement will not suffer any more delays. I've been assured they'll try and fast track it but I'm not going to hold my breath.

I have to admit I've found the whole process incredibly frustrating, to start I was happy, I called the accidental damage line, I had complete care for 2 years and told 6-10 day turn around on repair which I thought was reasonable.. not quite the case for me though and each time I was told the same thing, waiting on a part (palm rest) week after week after being promised i'd originally get it back 3 weeks ago until finally i'm offered a replacement and now hoping it doesn't suffer the delays that new machines like mine had when I first got it.

Well done on yours though! I wish I had the same level of service on mine

 

I thought Dell was completely incompetent in getting stuff done fast. Good for you!

 

Dell has been great for me, even on my non-xps units. I have an older inspiron 1525 on which the lcd went bad, trackpad button got stuck, and the dvd tray would not open manually. I had my labels to ship to the repair depot along with a box the next day. We got the thing back within 3 days, everything repaired and working as intended. It may help that one of the 3rd party repair facilities they use is right here in down but at any rate. Dell and the 3rd party repair people have been solid getting both my on-site and mail-ins done promptly.

I hope my luck continues!