My Computorial Saga...

[fiere redfern]

Hah, that title pretentious enough?

Anywho, late Friday night (or early Saturday morning) we had the power go out for all of... five minutes. However, when the power came back on, it caused my power-supply to short (due to what probably was a loose ball-bearing that had been jostled when I cleaned the thing back in September... whoops) and die, leaving me without a computer. Lame.

So I called up dell, had a very short wait time (for them, considering last time I called they had me on hold for almost an hour) and talked to a friendly technician by the name of Monty. Monty had me run through the ringamarole of diagnosing the issue (which I did.. unplug a cable here, pop out the motherboard battery, check if the green light comes on, blah blah blah) and then told me he would send a new motherboard(!) (mine had just been replaced in September because I'm an idiot and used a can of air to clean out the innards, forgetting that the condensation that sometimes blows out of the can would surely short out the delicate electronics of my machine... d'oh) along with a power supply. And since I was such a good paranoidal person and had gotten the super-sekrit-extendo warrantee that gives me coverage on weekdays, as well as nights and weekends until 2009(again, !) I should get a call on that same day or on Sunday from a technician who would rush over and put my baby back together. (har har)

Fast-forward three days (I called at 8am Saturday morning, so yes, three days)  to today - I called Dell again to say "Yo, whuddup?" this time talking to Christopher. Again, very helpful.. but not with the kind of answers I was looking for. He said that they only gave night/weekend service if a) they had an on-site technician in the area and b) if the parts were "in-stock". Which he was, but they weren't, since Christopher told me the parts had not yet been shipped from the warehouse. dlfbjka;lwerjkvlasdkghfa;eo. On top of that, the turn-around for parts is 2-3 business days, meaning I won't get my computer back up and running until Wednesday or Thursday - tomorrow if I'm lucky. I will, however, say this for Christopher. He said he would follow-up with my dispatch number, and see about getting the parts to me as quickly as possible. Also, I dragged out a promise from him that a technician -will- call tomorrow, either to say "Hai I hav yer stuff" or "The parts won't be in until tomorrow, when's a good time to make an appointment?"

If he doesn't... Fi's gonna get mean. 

All ranting aside, chances are now that I will not be able to make the DM Tribute/Library run I set up. If everyone's available the same time next week, I'll schedule it for then (since I won't be around this weekend - being paid to twiddle with lights during music concerts ftw!). If not, let me know and I'll nix it (no pun intended, Nixphire  ) and try to schedule another one some other time.

*sigh*

-Fi

[Arcdelad]

i bet if you had an XPS like uso theyd be all over it like white on rice...

[un4]

Man, that's a bitch.

[fiere redfern]

i bet if you had an XPS like uso theyd be all over it like white on rice...

Unfortunately I'm not in possession of tons of cash - all that I'm making now is going toward tuition in the fall - and what I make won't even cover that. >.<

[Shadowwolf]

What is the contractual obligation on repair turnaround for you?

I know dell has some specific turnaround times for repairs like next business day, 2 business days, 3, etc. Because if this repair time falls below the estimated part order time, you have the right to give them hell and you should. Youd be amazed how quickly a part will materialize for you when you hold the looming threat of a Better Business Bureau call and asking for a manager in conversations. The part order time isnt supposed to factor into the promised repair time so if thats the delay, I would call them and make it clear that its their problem that you as the consumer are not to be concerned with as part of their contractual obligations you paid for.

[Nixphire]

What is the contractual obligation on repair turnaround for you?

I know dell has some specific turnaround times for repairs like next business day, 2 business days, 3, etc. Because if this repair time falls below the estimated part order time, you have the right to give them hell and you should. Youd be amazed how quickly a part will materialize for you when you hold the looming threat of a Better Business Bureau call and asking for a manager in conversations. The part order time isnt supposed to factor into the promised repair time so if thats the delay, I would call them and make it clear that its their problem that you as the consumer are not to be concerned with as part of their contractual obligations you paid for.

+1 Shadow

[fiere redfern]

Took a look at the Service Contract Dell has for home and in-house repairs.

From http://www.dell.com/downloads/global/services/con_qualxservHardware.pdf:

Nights and Weekends Service Agreements. “Nights and Weekends" Service Agreements are nextday
response contracts that have a PPM of 8:00 a.m. to 9:00 p.m. local time, Monday through Friday,
and Saturday and Sunday from 8:00 a.m. through 5:00 p.m. local time, excluding regularly observed
holidays.

1. "nextday response". I called 8.30am Saturday. I did not receive any response on Sunday.

2. According to Christopher, service is only available if the parts are in-stock and a technician is in the area. While the parts not being in-stock may be valid, depending on what Dell's shipping schedules are for replacement parts, the tech not calling and saying "can't come today, don't have the parts" is NOT, especially according to the dialogue above.

Hmm, think I'll be making a phone call or two... 

[Shadowwolf]

Sounds like its you not getting what you paid for due to ill preparedness on Dell's part, or rather the outside contracted company they deal with in not stocking the parts properly for appropriate response time. Next Day in contractual terms is essentially "Next Day" usually business day unless it specifies weekends. Next Day when we have the part in stock is not the contract you signed so I would focus your complaints on that.

[Nixphire]

What? They never heard of Best Buy, Comp USA, Circut City, Radio Shack, (insert other local/regional computer power house) before? But maybe all of them are sold out too
<--- Not for yoU!

[fiere redfern]

Lodged my complaint with the managerial PTB - also, the tech called (before 9am, even.. good on him) to see when he could drop off my parts. According to him, his company (sounded like VioSafe - couldn't really tell through the accent) is only supposed to be contracted for 9am - 5pm Mon. - Fri. but he's personally worked many times during the off hours. Hrm. Think I have some more research to do and questions to ask.

<--- Not for yoU!

Lies! I'll get you, my pretty.. and your little dog, too! *cackles*