Day 8 of the old coffee-in-the-keyboard trick

Summary:Here's a quick status report for those following my adventures in Dell-land. It's now been 8 days since I sloshed coffee in the keyboard of my new Dell laptop.

Here's a quick status report for those following my adventures in Dell-land. It's now been 8 days since I sloshed coffee in the keyboard of my new Dell laptop. Although I had a next-business-day, on-site service contract, the machine was not repaired on site on the next business day. It was sent to the Dell service depot.

I've not heard a thing from Dell since it arrived at the depot on Day 5 of this adventure.

I've reconstructed one of the two missing files and will start on the next one today.

Thanks, once again, for all your encouraging messages. It appears that this is a much more common experience than I would have expected.

8:30 AM update

I just communicated with one of Dell's on-line agents. The machine has been shipped back and is currently at DHL's facility in town. So, I should have the machine back sometime today.

11:30 AM update

The friendly DHL man just stopped by to return my system. When I opened the box, I noticed that Dell kept my battery. I reinstalled the hard disk and dropped the machine into its docking station. I'm very thankful that the dock will power the machine. I connected with Dell's online support chat line and the service rep ordered a new battery for me.

While I was online with the service rep, I received an automated call from Dell telling me that the machine had been repaired and shipped to me. I think that notice was a bit late, don't you?

12:00 Noon update

Guess what? The repair depot put the wrong processor (a 1.66 Ghz) in the machine rather than the correct processor (2.16 Ghz)! I've called 3 different 800 numbers and can't get through to someone who can address this. So, the adventure continues.

12:20 PM Update

I've finally gotten through to someone. They're going to send out another technician to put in the correct processor

With no offense intended to real Keystone Cops, I wonder if the technician is going to show up dressed as a Keystone Cop.

I hope that YOU don't experience a similar ordeal.

Topics: Dell

About

Daniel Kusnetzky, a reformed software engineer and product manager, founded Kusnetzky Group LLC in 2006. He is responsible for research, publications, and operations. Mr. Kusnetzky has been involved with information technology since the late 1970s. Mr. Kusnetzky has been responsible for research operations at the 451 Group; corporate and... Full Bio

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