Has anyone ever gotten actual onsite service with a Sentia?

At least you can get through to support, here in the UK (if you are in the UK then let me know how you got through and when you called please!) they hardly ever answer the phone OR reply to email

I've got problems with my sentia at the moment (33% of the keys dont work)

I'm sorry I can't really provide an answer here...but when my Sentia came with a case defect on the underside, I contacted CS and was told it was an issue that they must resolve at the depot. When I asked if they could just bill and ship me a new plastic underside panel for the case, they explained that they had to take the sentia in to ensure that I hadn't used some sort of tool to damage the case. I try very hard not to be put off by that.

I, like you, had been used to Dell's onsite service. At this point, I began to ask myself the same question. In my searching of forums, review sites, and the like, I was not able to find any instance of AW actually sending out an on-site technician. They would send out parts, but for the customer to install. That's not to say they don't...I just couldn't reference any instance where they had. However, in a positive recent development, I did see in the official AW support forums that their representative responded to a forum inquiry that an on-site technician had been dispatched with a part to fix the customer's machine.

I still have not sent my Sentia in to fix the malfitting underside of the case. I have heard so many stories about notebooks returning to their owners with scratches, scuffs, and blemishes that I think I'd prefer to have a defect on the side of the case rather than the top. A couple weeks ago, a friend's m7700 was sent back in for depot service and was returned to him with several scuffs and scratches marring the lid of his notebook. To AW's credit, it was returned fully repaired within 12 days...just not necessarily as pretty as it had left.

I wish I had a better answer. If I could ask one question of an AW rep, it would probably be yours...when does AW actually send out an on-site tech to service their product. The second would probably be why don't the depot techs use mats to protect notebook cases from damage. I have been thoroughly impressed with the Sentia, but I do admit that I have experienced some disappointment with their advertisement of "on site" service.

Best,

DC

That's definitely a good idea, although I don't believe AW would be willing to repair any aesthetic damages. They could conceivably contend that the blemishes were caused in transit and are the responsibility of that third party. Since such paint and finish defects are not covered under the warranty, they have no responsibility to repair them.

Of course, then again, they could be very willing to correct any such damage, or (even better) you get your notebook back in the same aesthetic condition it left you. However, it would be very hard to contend that a carrier bears the responsibility for the damage if the notebook were lightweight and packed in the original materials, especially if the materials appear undamaged when delivered. So, taking pictures of the return packaging, including visible shipping label, in an unopened condition, might not be unwarranted.

At any rate, best of luck with your repairs! Let us know how long the service takes and how the Sentia looks when you get it back!

DC

Ive Never herd of onsite service from AW 4 anyone...ever

Careful Arch...one more an' you'll be into the quadruple digits...there's no turning back then.

Also: Perhaps with their recently selling us all out to the servants of satan, we'll start getting onsite service?