UNSOLVED
Depot repair problem
I sent my laptop back to Dell for repairs under the warranty. The repair was started on 8/12 and then put on hold due a part not being available. Since then no action has been taken on Dell's part and the status of the repair continues to be "On Hold". I requested that the other items on the laptop be repaired and returned to me and the unavailable part be shipped to me when available. I'm not quite sure but I think in the email they refused. Today I've tried to contact someone to discuss the repair. Unfortunately I've met with some resistance. The first customer service person said they could keep the laptop for 15-17 days. He finally forwarded me to hardware support and I was disconnected after a few minutes. I called back and after some discussion was again forwarded to hardware support and again disconnected again. I'm on the phone again but what was estimated as a 10 minute hold time has turned into 25 minutes. Initially I agreed to a depot repair under the accidental damage warranty. The next day I asked them to change it to an onsite and they refused. I requested several times that they fix it onsite as the warranty specified and was refused. That was a mistake on my part.
At this point I may just want the laptop back repaired or not and just returned as it is somewhat usable in the state it was when I sent it.
To anyone with a similar experience: How long can they keep my laptop? Who would be best to contact to attempt to get my laptop either repaired or back?
spaceguy85
6 Posts
1106
0
Posted January 13th, 2017 07:00
Sorry to hear yet another problem with the repair depot. I have had a time with them myself. I first sent my tablet in for repair, with a very detailed description of what the problem was, and, I noted that the SSD drive had been changed. I also requested that they contact me about the issues. Well, on the first repair, they again changed the SSD, and just sent it back. Of course, it still had problems, so, I again sent it back to repair. This time, the Dell status page did not update for 3 days. When it did, it says they changed the motherboard. That is fine, and probably where the problem is at, but, they said nothing about the no load on the SSD primary, or in the backup partition, both of which were missing on the replacement SSD from the first repair. Also, again, I sent in a VERY detailed list of the problems, and to please call me. They never bothered to call, just a quick fix, and push it back out the door. I just hope it works this time, but, I have my doubts. So, this is the kind of support we get from Dell. I have 8 Dell computers now, but, because of this experience, I think this tablet will be my last. I was at one time a Dell Certified Tech with my company, but, as my job changed, that went away. My advise is to just keep calling them. Eventually, they get tired of you calling, as they have to log all calls. Perhaps, they will learn that their reputation is built on service, not sales.