When 'Next Day Service' isn't?

Question

I recently recommended Dell to a client of mine. Both husband and wife ordered Dell laptops. After a couple of days of use, the wife's Inspiron 9300 wouldn't turn on. I performed preliminary diagnosis over the phone and asked her to call Dell's phone support. After at least an hour on the phone with Dell T/S, being told to dismantle (I'm talking with a screwdriver) and reassemble the unit, my client was told it had to be the motherboard and she would receive a call in 2-3 days from a local technician "to setup an appointment". Which means the actual replacement of the motherboard would probably take a week or more.

How many people are signing up for the next day onsite service (with the premium Nights and Weekends option!!) only to find next day doesn't mean next day, it means probably sometime next week.

This makes me look like an idiot for recommending Dell in the first place, then insisting they go for the 4 year extended warranty service. Those HP's and Thinkpads are starting to look better all the time.

If anyone knows how to get service within a day or two I would greatly appreciate hearing about it because right now my client is absolutely livid.

Bay Wolf · Accepted Answer

Here is the next Business Day Service wording:

Calls dispatched by Dell Technical Support before 5:00 PM local customer time will receive a response on the next business day (during your Principal Period of Maintenance (PM); Monday through Friday, excluding regularly observed holidays. For calls dispatched after 5:00 PM local customer time, the service technician will take an additional business day* to arrive at your location. The actual response time on the next business day is dependent upon parts delivery to the technician for the customer's local area. Once the part is received, the technician will attempt to call the customer directly to schedule a specific time that is convenient to deliver the service that day.

Notice the highlighted wording. A motherboard had to be shipped to the contract service help. Dell didn't hide anything.

existentialist · Answer

Thanks for your reply and the fine print on the warranty. I expected a delay for parts shippment (which should take place overnight in a perfect world). I would think the tech would be notified of the impending parts arrival and could call to make the appointment before the part arrives. At least that's how it worked with IBM and their customer engineers servicing midrange computers and mainframes. I may have a jaded view of these proceedings but I would be amazed if the system is repaired this week. I'll keep you posted.

Ed C · Answer

The techs have no idea what parts are coming and where they go until the part arrives at there place of business. It is then the business sets up a schedule to CALL the owner and make a appointment to replace the part.

What happens IF you get a call to replace the part and that appointment can't be kept because the part did NOT arrive.

Thinkpads are no longer owner or sold by IBM.

existentialist · Answer

I know PC division was sold off by IBM, but Thinkpads we're always the cats meow (before Powerbook Titanium took the crown) and the service was exemplary. If parts didn't arrive on time at least 80% of the time for any given carrier they would be out of business in no time. So assuming they do arrive on time at least 80% of the time, why not make an appointment ahead of time and ... dare I say it... reschedule if the part hasn't arrived. Anything to shorten the timeline to uptime! As I mentioned, we desperately depended on this kind of service from IBM with their midrange (System 38) computers dispersed in various manufacturing facilities around the country. My two cents anyway.

Ed C · Answer

I have dealt with TS many time with the NBD warranty and you know what every time they were there the next business day except when I called on a Friday late afternoon or because of a holiday. I do live in a major metro area and that does help. If you live out in the boonies then it could take longer or not at all.

existentialist · Answer

Well, I live in Cleveland, I think that's considered a metropolitan area. last time another client called for T/S because of a bad keyboard, they shipped the keyboard which arrived 2 days later, sans tech rep. Apparently the keyboard is a chargeable end user replaceable item. I think anything that requires a screwdriver should be covered under the service warranty. My client paid me to install the keyboard even though they had paid for Dell warranty. Another client who wonders what the heck J.D. Power was thinking when handing out their awards.

Oh and the time before that yet another client with a top of the line notebook and premium warranty had their hard drive die after 3 months. The rep from India, after an hour phone call agreed to send a bare drive. I objected that they should at least send a factory drive with the base installed software so my client wouldn't have to pay me to install and tweak OS and drivers. She objected but after I insisted on talking to her supervisor she put me on hold for a bit then replied they would indeed send me a factory image drive. Which arrived two days later, sans technician. BTW that client is a VP of a midsized bank and was not impressed after buying the primo warranty. Wonder if that could affect a buying decision at corporate offices?

I think someday future generations of PC owners will own repair kits and feel comfortable taking apart their Dell after learning how to do so in kindergarten, ostensibly replacing an onsite visit, but unfortunately most of my clients aren't of that generation.

OhioUser · Answer

Hey Existentialist, by now I think you recognize your mistake....recommending Dell to a client.

I think its interesting that someone on this board quickly pointed out the exculpatory language in buried in the warranty. Someone that familiar with that language has to work for Dell.

Dell doesn't stive to meet customer expectations, only its legal obligations. Being a professional as I suspect you are, if I limited my obligations to my customers in a similar fashion, I'd soon be out of business. Consider this story...

I own an Inspiron 9100.

My problems started with an intermittent POST problem. When I tried to start the computer, the lock lights would flash once and nothing more would happen. I called technical support, attempted to explain the intermittent nature of the problem, and explained my belief that the motherboard temperature sensor was failing.

Thankfully, the unit was still under warranty, so Dell authorized a return. I sent it to them, they claimed to fix it, then sent it back. However, the unit continued to fail intermittently. So, I called again.

I learned that the depot hadn’t done anything to the computer even though I had taken the time to include a written summary of the failure mode and my speculation as to the cause. So, off to the depot again. This time, Dell replaced the video card. The unit still didn’t work. On my third call to tech support, I was instructed to flash update the BIOS with a download from Dell’s FTP site. This seemed to resolve the problem. (I now wonder if this was some sort of work around.)

Shortly thereafter, the AC adapter seemed to fail. I called Dell to order a replacement. I was told that Dell did not carry the AC adapter in stock anymore and that a request to order the part would need to be initiated. Eventually, Dell shipped me a refurbished AC adapter at no cost and with no warranty.

Three weeks ago, the computer started telling me that it was unable to identify the AC adapter.

Then, last week, the computer ceased to POST even with the AC adapter plugged in. When the adapter was initially plugged into the computer, the light on the adapter would show green. Shortly after plugging the adapter in, the light would begin to dim and eventually go out.

Assuming that the problem lay with the adapter and/or the batteries, I decided to order replacements. I first attempted to purchase the replacements on line. However, when I searched for the parts, Dell’s online catalog instructed me to call sales (a bad sign). I called and asked to buy the battery and adapter. The sales person gladly accepted my $230 order and assured me that the correct parts were identified in his system and would soon be on the way.

Yesterday, the parts arrived. Unfortunately, I was sold a battery for a 9200 and an adapter for an 8500. I immediately called Dell and, after pressing four buttons, was connected to India. I explained my problems to the tech support person. He told me that I had been sold the wrong parts (no kidding) and that I would have to call sales to get the correct parts. I told him that I had called sales. I also expressed concern that the problem really resides in the motherboard. Of course, we can’t troubleshoot the computer without powering it up and he can’t authorize a repair call until we first go through the telephone diagnostics. Yes, I had purchased the two years on site service when it was offered near the expiration of my initial one year warranty. Eventually, he looked up the part numbers and initiated a call record. After looking up the parts, he told me that he had to connect me to customer service to place the order for the right parts.

After a lengthy wait, I was transferred to the Philippines. The customer service rep wanted to immediately arrange for the recovery of the incorrectly shipped parts. I asked him if he would be able to place the order for the correct parts. “No,” came the response. I would have to speak to yet a third person to place the order for the correct parts. Unwilling to arrange for a return until I could confirm my access to the correct parts, I insisted to speak to sales.

Another wait. Now I was transferred to Texas. I again asked to purchase the battery and adapter for the 9100. This time, the sales rep told me that he could sell me the battery, but that he could not order the adapter. Getting somewhat frustrated, I asked if there was one person at Dell that I could talk to who could resolve my issues. “No,” came the response. I would have to talk to sales to order the battery, customer support arrange the return of the parts that Dell had incorrectly sold to me, and to tech (again!) about the adapter which he suggested could only be obtained from reworked returned adapters.

UGH!

Two calls and three different Dell representatives later....this is the best that Dell could do.
A refurbished adapter is being sent to me. I don’t know when it will be sent. There is no guaranty that it is the right adapter or that it will work (or for how long it will work).

THIS IS SIMPLY UNACCEPTABLE!

Dell, if this is what you do for your customers with on site warranty coverage.....well, I can’t even finish the thought.

My problem is likely caused by a defect in the heat management design of the computer. Yet, I have to wait weeks for a replacement AC adapter (the short in the motherboard having likely ruined my second replacement adapter).

Sadly, I note that Dell recently reported favorable financial results. So, I guess cheap products (and I don’t mean price) and non-existent customer service yields profits in the short term. Beware that your name becomes mud in the marketplace. Your short term strategy will not work for long!

Service Tag
HXR5Q41

existentialist · Answer

Wow, that's a jaw droppingly abysmal story. This elephant can't dance, that's for sure. Where has the quality control gone to, offshored as well? You have to admit, Dell does support cultural diversity in the workplace ;) I've had a Thinkpad for what seems like almost a decade now, don't know what I'll do when it finally bites the dust. I use a homebuit hotrod most of the time but lug that Thinkpad out in the field on a regular basis.

I feel for you man.

Bay Wolf · Answer

@OhioUser wrote:

Hey Existentialist, by now I think you recognize your mistake....recommending Dell to a client.

I think its interesting that someone on this board quickly pointed out the exculpatory language in buried in the warranty. Someone that familiar with that language has to work for Dell.

It is amazing and I have come to expect it!

Nope. I don't work for Dell. Never have! Never will! I just been hanging around for a few years.

existentialist, keep us posted. I am curious to see how Dell comes through.

Locked Topics – Laptops General

When "Next Day Service" isn't?

Was this post helpful?