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Dell next business day support - Joke

margamboy Avatar
7y, 10m agoPosted 7 years, 10 months ago
Bought an XPS desktop 8 months ago and now it seems the hard drive is failing, went through dell diagnostics who agreed to send out an engineer as I had paid extra for next business day on site cover.
I takes the day off work (Holiday) and waits for the engineer to show, gets a call at 10am, engineer will be with you between 1pm and 5.30pm, not wanting to miss the engineer I spends the next few hours at home, then I get another call at 2pm saying that all engineers are busy and will not be able to attend today.
So I have paid extra for the warranty and taken a days holiday and Dell engineers do not show, want me to make another date, told them I will need to get back to wok first before I can commit to taking another holiday.

How do I stand? Do dell offer compensation in these situations, best of all they are trying to flog me an additional 3 years extended warranty.

Anyone had this in the past?
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margamboy Avatar
7y, 10m agoPosted 7 years, 10 months ago
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#1
should be able to get the cost of NBD back as they didn't meet their promise to delivery
#2
You don't need an engineer to fit a harddrive. They're easy to fit. Only take about five minutes. Just call Dell and tell them to send it to your work address by courier, and you'll have the new drive tomorrow.
#3
or the cost on the Days holiday.
#4
dxx
You don't need an engineer to fit a harddrive. They're easy to fit. Only take about five minutes. Just call Dell and tell them to send it to your work address by courier, and you'll have the new drive tomorrow.


I know they did offer me this option, wish I had chosen it now.
Only concern I had was getting vista and all the other stuff on there, the fact I had paid the extra for on site service just felt it took the hassle out of it for me, it seems not.

Is there a hidden partition with dell for recovery, I think its Norton Ghost, how would I go about re installing this.
#5
With new HDD they be NO hidden partation, they should of ordered your disk to come with the enginner to install.
They replacement is recondition so might even have old data (from last user) on it.
#6
guru_the
With new HDD they be NO hidden partation, they should of ordered your disk to come with the enginner to install.
They replacement is recondition so might even have old data (from last user) on it.


Thanks for the info....
Do they still use recon drives, for the price of new drives is it worth it.

Would I be able to put the new drive in the second slot and simply copy the content of the old drive over to make a mirror image and then swap them over.
At least then I will not need to reinstall everything and should get the partition as well
#7
How did you pay extra for a warranty, XPS come with next day onsite warranty and 24/7 support as standard.
#8
margamboy
I know they did offer me this option, wish I had chosen it now.
Only concern I had was getting vista and all the other stuff on there, the fact I had paid the extra for on site service just felt it took the hassle out of it for me, it seems not.


Aye. The extra-sucky thing is that the engineers won't do much more than install Windows on the drive. Drivers, maybe (they shouldn't take that long), but software and shunting data from the old drive to the new is all up to you. They go on the principle that the drive itself is what's under warranty and under support, the 1s and 0s on the drive, they're all up to you. They don't really think of the human factor in what the contents of a drive means to someone, but then, that's beancounters for you, and they're always trying to cut down those warranty costs. The same people are the ones behind the refurb drives mentioned a few posts previously. What is a refurb drive? One that's been formatted, and had Scandisk /r run on it, to flag the bad sectors as ones not to use...

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