We’ve been hard on Dell before, but they should get Kudo’s when they get something right. Last week I needed to deploy a new laptop fast. We have fleet of latitude d-series laptops, and I often switch hard drives around when one gets a. infected with virii and spyware, or b. goes bad (which laptop drives do often).
Anyway I pulled out a d600 that I had kept back and found that the hard drive carrier and hd was missing. HD’s are no problem, I had a couple of spares and one hd carrier, but it was for a d800 and not a d600, and they don’t mix and match. doh!
I remembered that we had completecare on these. Highly recommended. You can run over the laptop with a truck and they will send you a new one, no questions asked.
So I called them up, told them the situation and asked if they would ship me out a new hd carrier. Well, completecare does not cover loss or stupidity, so they would have been entirely in the right to tell me to go pound sand. But instead, the tech, on his own authority, without clearance from anyone, takes the initiative and ships me out the carrier. The whole phone conversation lasted ten minutes.
That’s how you keep loyal customers. Dell gets it right most of the time. I should also note that I’ve called Dell a couple of other times on questions about poweredge servers and each time got a quick response plus an answer to a question.