What are customer replacable parts?

Question

I've posted about this before. I have an M1710. I have an At-Home Service with CompleteCare. The support site says Next Business Day with weekends. My LCD currently has dust/dirt under the LCD surface.. under normal use (no accidents or abuse). I thought Dell usually allows sending me the part and replacing it, with sending back the defective part. Or, dispatching a technician to do the work. I just did Live Chat, and the rep told me I have to send it to a facility for repair? Why? He said on-site is only for hardware failures. How is this not a hardware failure if, under normal use of only 6 months, there is dirt under the LCD surface? I keep the screen surface very clean with compressed air and KlearScreen wipes. I paid the extra money for this warranty so that this wouldn't happen as I use a laptop every day for work, and pretty much can't function without it. Any ideas how to get through?

ejn63 · Answer

Customer replaceable means the battery, drives, RAM, and cards.

Do you really want to be on the hook for a $500+ panel in case you break it or damage something while replacing it?

If you really cannot afford to be without the system, do what you should have done in the first place - call, buy an upgrade to an onsite service plan, and then arrange for a screen replacement.

nickjm · Answer

See, I thought I had on-site. What does Next Business Day w/ Nights and Weekends mean if it's not on-site? The rep was telling me it's only on-site if it's a hardware failure... and that this doesn't fall under hardware failure. How doesn't it? I needed a replacement keyboard a few months ago, and they were going to send a tech out to do it. I asked them however to just send me the keyboard for me to do the swap, and they did! An LCD replacement is no more complicated. Besides, even if they did let me do it.. and I did screw something up.. CompleteCare covers accidental damage, remember?! I know this is pushing it, but I'm just making a point here.

Message Edited by nickjm on 07-01-2007 09:40 AM

nickjm · Answer

I called XPS support. I explained the situation, referenced the chat, and the rep put me on hold for 5 minutes. She came back and said they'd have no problem sending me the LCD for doing the replacement myself. A day later, I have a new LCD. So, I suppose the moral is to keep trying!?

Locked Topics – Laptops General

What are customer replacable parts?

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