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I am absolutely stunned/shocked

post #1 of 11
10/28/09 at 6:08am
Thread Starter 
Is the Dell Business Customer Support a lot better than Home or did I just get lucky with this one?

Reported that my m90 broke to Dell over the weekend- had the warranty and then get this. Usually, Dell has me send it to the depot for repair but the CS person said they would just replace it with an equal or better laptop - usually better. I agreed.

CS told me it would take 7 business days, but 3 days later the replacement is shipped and I should get it tomorrow. It's a m6400. I have the service tag # but when I enter it in, the specs don't appear. More info incoming shortly.

Absolutely stunned. The turnaround was amazing.


These were my m90 specs:

T7400, 2.16
2gb ram
Liquid Crystal Display, 17, WU VESA, Sharp, V2
CG129Card, Graphics, 512MB, M90, G71GL
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post #2 of 11
10/28/09 at 7:59am
Nice going. It is definitively one of the rarest moment of good support from Dell.

cheers ...
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post #3 of 11
10/28/09 at 3:23pm
Thread Starter 
t9550 2.66ghz
3.48 gb ram
fx2700
500gb hd
unsure of the screen quality

also I'm not sure why the warranty didn't transfer over or if it hasn't been transferred yet...when I go to check my warranty status, it says expired.

I had ~90 days left on my warranty with the m90
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post #4 of 11
10/28/09 at 6:00pm
You might want to update/extend the warranty once you get the new comp, by registering.

cheers ...
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post #5 of 11
10/28/09 at 9:39pm
Yes, Dell occasionally does surprise us. I have had a few of our work laptops go bad (even one was smoking) and Dell replaced them without question...
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post #6 of 11
10/29/09 at 12:06am
You do definitely get better support from Dell BUisness - North American Based support makes all the difference
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post #7 of 11
10/29/09 at 12:31am
Dave said it! Business support is better. It is different people. It is and has been a known fact. Consider this. Business does business, when down they lose money. Not just can't play Crysis for a week. Nothing wrong with playing Crysis but I hope you get the greater impact aspect of it. Businesses or more likely to buy simultaneous systems than home users. That increase in likely volume plus the realistic understanding of the more mission critical nature required them to have a different business model.

Also individual users don't benefit from the fact that in business whether correct or incorrect considered to have a higher level of tech knowledge. Reduces triage (weeding). Some of these calls are from IT people who have already correctly diagnosed the issue.

I have made note in several of my posts that business class notebooks have greater build quality. I have been remiss in not noting service is also better in general. But with DeLL even more so. Two reasons to buy business class if it meets your needs.

Your experience is more the norm than not. Be careful if these DeLL guys with consumer class get wind of this there could be a revolution?

MOD's lease delete thread. The secret got out. For national security reasons must go no further.
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post #8 of 11
10/29/09 at 8:39am
Thread deletion? - Really You just successfully made a sales pitch for Dell selling the "high-end" machines

cheers ...
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post #9 of 11
10/30/09 at 3:10pm
oh no, for national security reasons!
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post #10 of 11
12/13/09 at 8:34pm
I agree, I've bought an M90 almost three years ago as I work with UG at work and wanted to have a laptop that would run it as well. Had to open a buisness account with them which turned out to be pretty easy although I don't have a business.

Had two warranty issues (one of which was a self caused liquid spill) and the tech support was nothing short of excellent. The tech was there at my place next day or two days later at the latest.

Unfortunately last week I dropped it and it's badly damaged and on it's way to the depot. Hope it'll work out as good as it has for you.
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post #11 of 11
12/14/09 at 3:36pm
Dell small business support is definitely superior to consumer end business. Heck, back when I was doing warranty calls for Dell even the field techs got different tech support depending upon the type of customer. Which sucked, because I hated getting foreign tech support agents that didn't understand what being a field tech meant.
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