So much for Dell next day service....

I agree

When you purchase a laptop you have differant choices of warranty support. If you paid for the Next Business day service, then it's normal that you expect it to be fixed on the next business day.

I really think they should give you some kind of compensation for this waiting time,

Mat.

Yep, I'd keep calling them, to the point they just get REALLY sick of hearing from you. Try to get as high up as you can, and let them know how rediculous this is that A. you paid for next day service and B. nobody there even cares that you were just blown off. Don't let this go until you get something out of it, they owe you at this point

I would have tell him "No, it's not OK. I have cancelled an appointment for you to come here at 7PM after working hours so that you can come here."

Seriously, this is starting to make me have second thought's on buying that laptop...

Dude, you need to call a lawyer. Sounds like punitive damages are in order.

Next day service refers to the part being shipped. If you installed the part yourself you would have gotten the part right away. The tech has nothing to do with dell, he just recieves the part and makes a time he can come over to install the part. Still, waiting more than a week is stupid. Unfortunetly dell cant do anything about it, they shipped the part and the tech has it now.

I'm going through the exact same frustration myself. My 3 years Complete Care and Next Business Day warranty is out the window because I moved from Canada to Australia, even though I called before I left Canada and they said there would be no problem and I just had to fill out the international transfer form which would take 1 day to process. Liars.

Dell Australia doesn't want to know about me, neither does Dell Canada.

Latest email back was from a Case Manager saying I would have to fly to Canada to get service, or alternatively have the parts sent to someone in Canada then foot the cost of shipping myself from there to here.

At first they were processing the wrong service code, then they told me Dell Australia doesn't have XPS notebooks...even though a quick glance shows they carry 3.

I suggested a credit back or a system of equal spec...they don't want to know about me....case manager said they were sending an email to head office.

i swear i could go postal at any moment

Ok, as a tech (not the one working on your system of course) I'm going to respond to this.

Depending on what time you called on Friday you may have called late enough in the day that parts did not make it out of the warehouse in Houston. Or the part missed it's flight. There could have even been a back-order on the part. We don't get the service order until the part has a waybill number with DHL. Hence the tech not calling until Tuesday.

Unfortunately us techs get more work than we can handle and we have no other alternative than to schedule appointments later on in the week. I hate doing it, but I gotta get them done in the order I received them. Sometimes the customer can't have us come out the next business day and ask us to postpone till later in the week, and that further steals time-slots in the appointment book. Not to mention some techs will travel as far as 150 miles. 150mi each way for one service call means your whole day is gone. Odds are given the time of year, he's busy like I am because 3 different school districts have 5 or 6 machines they just now got around to finding out were bad.

So given the fact that the part probably didn't even ship till Monday I'd say you just need to relax a bit and don't be so rude to the tech. We don't have much incentive to help you out if you treat us like scum.

Also, keep in mind we put ALOT of miles one a vehicle too, and this means we are alot more prone to the random breakdown. I have plenty of stories of that happening to me. Anytime the vehicle breaks down you're looking at least a half-day gone right there.

And on the phone agent side, I think I can toss in a few cents too.

When the first tech you talked to setup the service, it was done on Dells end. they ordered a part and notified a tech company to come out and do the work to have the machine fixed. End of Story. That's the scope of the NBD warranty.

IT IS NOT A GUARANTEE.
IT IS A BEST EFFORT SERVICE.


It is not guaranteed that you will have your service completed by next business day, but the clear majority of the service calls DO get done next business day.

Honestly, I could say that if you were part of a large company, that company should have been able to have it's IT dept call in for you, get the motherboard you need, and install it on their own for possibly a faster turn around time. Not a lot of companies like to do that though. IT depts seem to have more important things to do. like slack.

so yeah, the whole thought of getting a lawyer involved would make things even slower, really all you can do at this time is try to extend your patience a little longer for that service tech. they're human too, just like the guy you phone for tech support.

Except Dell Canada.

Tech support there would be a room full of Chinchillas.

check your warranty book, I got same cover as I travel overseas with job, was told international warranty

..and yes the buggers still take days for next business day, 3rd motherboard here cos of damn headphone socket