Jan
08
2009

Dell Corporate Customer Service – WOW

Dell

Dell Customer Service?

I think Dell just made me a customer for life.

I’ve already spent nearly $200 repairing my laptop. After three total repairs[1], my laptop finally died – again.

Since I had nothing to lose, I sent an e-mail to Dell’s head blogger, Lionel Menchaca about my problem. He was lightning fast in responding to me – asking for my Dell service tag.[2]

When Dell had lost my prior laptop and replaced it with the XPS m1210 I purchased a warranty extension. I had spent a fair bit of change on that laptop and I was expecting to keep it around a while. However, that extended warranty lapsed a little over a year ago.[3] I explained my problem with the bad nVidia video card. He responded telling me that I would be getting a call from someone soon.

Sure enough, less than a day later I received a call from Dell’s corporate customer service program. They told me that as a “gesture of good will” they were going to replace my computer’s motherboard – by sending a technician to me to do the repair.

Replacing a motherboard is so expensive its almost always cheaper to buy a new computer. Offering to repair an out-of-warranty laptop by sending a tech to me to replace the motherboard???

All I can say is WOW.

  1. Two of which were under Paramount Technology’s repair warranty. []
  2. This is a number on a little sticker underneath the laptop. The service tag code is essentially a serial number they use to track your computer when its being repaired or you call for technical support. []
  3. Although, less than a year from when I first started having this problem []

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