Re: Dell service


"Steve" <teu@xxxxxxxx> wrote in message news:f85r03hevsofgdkovr5a8mdgd3r2j98702@xxxxxxxxxx
My niece just bought an XPSM1210 laptop with the PC Plus protection
plan. She tried to transfer some files from her old PC using a thumb
drive, but the CD drive was not showing up on the XPS. So she called
Dell, and the guy had her removing the CD drive from the laptop to
check the pins. She didn't know what the heck she was doing, and was
pretty upset about it, since at that point she'd had the thing for
less than an hour and already had to take it apart with a screwdriver.

Gotta wonder just when Dell's vaunted on-site service actually comes
into play. Does the thing have to be in more than 35 pieces scattered
on the floor before they'll come out? What if she had damaged
something while taking it apart?


On-site still has an expectation that the user will do some amout of troubleshooting, including something like removing the CD drive. It's the industry standard, right or wrong.

She always had the option to refuse and return the laptop, although most people won't.

.

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