Terrible In-Home Service: Techie Broke my Computer, Will I get Reimbursed?

Question

Dell is on my 'boycott' list from now on. My Alienware hasn't been charging recently, so I called tech support. I bought it about a year and a half ago, and have had this problem several times. Usually, I can fix it by draining the power on the laptop and plugging it back in. This time, at least, I got someone on the phone I could understand, and who understood what I meant when I said that I had already tried the power drain, when I called; very little accent at all, for which I am grateful, as I have great difficulty in understanding anyone over the phone. Gave them a 9/10 for customer service by phone; they agreed right away to replace my motherboard, since I had tried all their scripted repairs already. Then the Dell technician called me on Friday wondering where I was; I had told the lady who took my appointment time down that I wasn't available until after 3 PM due to classes, but apparently that message didn't get through. So we played phone tag for a few hours before we agreed to meet after 3 PM on Tuesday. He came at around 3:30ish and started in on my computer, taking it apart. He was a nice guy, but when he put everything back together two hours after getting here, he snapped a clip in the keyboard - which is common enough, admittedly - and now the ridge under the power button is so raised I can see under it. No big, I thought - that's just aesthetics. He pressed the power button... And nothing. Dead as a paper weight. A very expensive paper weight. So he mutters and calls the Dell technician help line. They disconnect him after he manages to tell them the information. He tries again, finally gets through, and puts in a new order for the correct power cord (they brought the wrong one, which is ridiculous since I have the original that was sold with my laptop) and another motherboard. Then, instead of putting the old one back in so I at least have a laptop - which, believe me, is necessary for my schoolwork - he leaves and promises that someone will call within a couple days. Um, great? Except now what? I have no laptop and several projects to work on, due BEFORE Thursday. So, on Wednesday, I go to the my college bookstore and ask if they have laptops for rent. Thank the gods, they do, so now I'm on a Dell XPS (Dell... grrr) and paying $15/day to use it. I am reading my contract with Dell to see if they cover this kind of thing, considering that I do have a good warranty package with them. Can anyone answer that? I have a 4-year (so 2.5 years left) warranty plan, with in-home service, and accidental agreement.  I am eagerly awaiting another mishap, because I told the appointment lady (again) that I won't be available to replace my computer's motherboard until after 3 PM tomorrow... And I'll bet I'm going to get a call from a technician telling me they're ready to 'fix' my computer before that, and then get all huffy when I tell them that I can't be there until after 3 PM, LIKE I TOLD THE LADY. I am stressed out this week. Totally, irrevocably, stressed. I am in college with several classes where the homework is assigned, done, and submitted online. In order to do that, I need a computer, don't I? I don't appreciate my computer being broken by the Dell technician and their subsequent refusal to put the old motherboard back in. At least I could turn on my computer in that case! I also don't appreciate being forced to rent a computer, and I would expect - since the mishap was Dell's fault and NOT mine - to be reimbursed for my expense of renting a computer. Will this happen?

DELL-Roshan L · Answer

Hi Korait,

Welcome to the Community,

I am sorry about your experience with the service technician.I understand this has caused a lot of inconvenience.

First I would like to make sure that your system is fixed at the earliest.

Request you to private message me your system service tag number.To private message click on my user name and click start conversation.

Thank You

Koriat · Answer

I have done so. I need my laptop back; I have all my data backed up, but I cannot afford to rent a laptop computer for much longer. Will Dell reimburse me for this expense, seeing as a laptop is not a luxury in my case and it is Dell's fault that I am forced to rent another one?

DELL-Roshan L · Answer

Hi Koriat, Thank you for the information. To further address your issue I've sent you a private message.

Koriat · Answer

Update: I have received my computer back and it is actually working now. Except... Guess what, same issue I had before! I'll plug it in and it won't charge. Please, Dell - my grandmother knows better than to frustrate a young customer like this. I am glad you saw fit to reimburse me (hopefully; still waiting for the deposit) for the expense of renting a laptop for two weeks, but I would hope that your factory could at least fix a computer such that it doesn't fail again within two weeks of returning it. I'm very annoyed and seriously considering selling off this piece of junk - and it's an Alienware M17x, that I bought from Alienware before Dell bought that company, so it SHOULD be one of the best computers on the market - and buying a laptop just as good for 1/3 of the price. The reason I like this one is because of the 17' screen - I prefer larger, heftier computers that feel solid. This one feels solid, but it's definitely not built to last.

Scott Bull · Answer

I'm having problems with my Dell Alienware M17X R4 as well, I'm not too keen on saying too much about the issue and it's status since it's still on-going, but I'd like you to know that you're not alone.

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