Jan
08
2009
1

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 []
Oct
01
2008
0

My Laptop Is Back!!!

My laptop is back, up and running!  I truly cannot explain just how happy I am that I have it back.

Scotty

Scotty

As I mentioned earlier, my laptop stopped working on the Sunday night before last.  The next day I stopped by a local Fry’s Electronics and picked up a hard drive enclosure for my laptop’s hard drive.  This solved my initial problem, being cut off from my data, by allowing me to schlep my laptop’s hard drive with me.  Even though I had my data with me, I didn’t have my laptop with me.  I constantly felt as if I had lost my wallet or cell phone.  A disconcerting feeling, to say the least.

On Friday afternoon I took my laptop to a local repair shop, Paramount Technology, and, after talking with the proprietor for a few minutes, left my laptop with them at about 12:30pm.  He estimated they might have it ready on Tuesday; Monday at the earliest.

They called my cell less than three hours later to tell me my laptop was fixed.

Everyone knows how Captain Kirk would ask the impossible of Scotty.  Like clockwork, Scotty would bitch and moan about how he could not perform the impossible.  And, yet, when crunch time came, the polarity was reversed, dilithium crystals realigned, and they had warp engines back on line.

They did a great job, warranting their work for 90 days, had my laptop repaired in record time, and didn’t scratch my baby.  (FYI, Dell offers a whopping 30 day warranty on their work.  In the words of Govenor Palin, “Thanks, but no thanks.”)

I don’t care if they were practicing “under promise and over deliver.”  Paramount Technology has earned my business and my recommendation.

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