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1739
July 22nd, 2017 06:00
Dell Next Day Onsite Support - Only If I will Take it Apart First
We have a brand new laptop and I believe the HD or some connection to the HD has failed. I call Dell Pro Support as we have it under warranty with next day on site business support. The guy asks me to start taking the laptop apart in order to troubleshoot it. I explained I had already troubleshot it and it needs repair. also saw dell network device video.I also explained that no legal team would advise to begin taking a product apart that is under warranty. He then proceeds to tell me that if I am unwilling to take it apart I would have to mail it in for repair. I asked about the warranty being next day on site and he said not if I was unwilling to take it apart.
We are a small business. I think we spent between 60K and 80K with Dell last year. Oh my business support rep "Can't help much with the technical side, you need to call this number and tell them you have next day on site warranty".
Dell, you just cost yourself a business partner..
steffen_gutzeit
11 Posts
1
July 24th, 2017 03:00
Hello (Carter?),
This sounds like an awful story indeed and I am sorry for the hassle you had to go through. This here however is the forum for (former) EMC, specifically for the product called "EMC Secure Remote Services" - our technology for remote connections.
So I do not have any insight into Dell Pro Support or your case.
What I would do is to contact them again via phone and not email. You can find the phone number on this website here when you pick your country in the bottom right corner or just use my example here, the UK: Contact Dell Support | Dell UK
Tell them the serial number of your laptop with the faulty hard drive and ask to speak to a Supervisor to have your case reviewed.
Good luck and best regards,
Steffen Gutzeit