Day 3 of the old coffee-in-the-keyboard trick

Day 3 of the old coffee-in-the-keyboard trick

Summary: Here we are in the the third day of my coffee-in-the-keyboard adventure. My post about day 1 presented how I stupidly allowed coffee to slosh into my new laptop and did my best to engage Dell Computer's service department.

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TOPICS: Dell
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Here we are in the the third day of my coffee-in-the-keyboard adventure. My post about day 1 presented how I stupidly allowed coffee to slosh into my new laptop and did my best to engage Dell Computer's service department. My post on day 2 presented my experiences working with Dell's service department to determine what was going to be done under my extended, next-business-day, on-site service contract. Now we're in day 3 of my adventure in Dell-land and I'd like to give you an update.

This morning at 8:30 AM ET a representative of the service contractor for Dell called and scheduled an appointment to come to my office to repair the machine! He sounded helpful and friendly but, was rather confused how to find my office. I provided detailed, turn-by-turn instructions and am looking forward to seeing him by 2 PM ET.

I'll update the post with the result of his visit.

1 PM ET update

At precisely 1 PM ET the service tech rolled up outside of my office window. He brought in some tools an a big Dell box. He did a few tests and determined that the motherboard was toast. He then set about the business of disassembling the machine.

1:30 PM ET update

He replaced the motherboard and keyboard. When he pressed the power button, lights flashed for a few moments and then it shut down. It appears that the processor has died. He's speaking with Dell central right now to see if they're simply going to send out a new machine or send this one to the depot and make me wait for it to return.

2:00 PM ET update

Well, the system is going to get an all expense paid trip to Dell's repair depot. I can expect to see it again in 5 to 7 business days. I'll let you know so we can throw a joyous return party.

Topic: Dell

About

Daniel Kusnetzky, a reformed software engineer and product manager, founded Kusnetzky Group LLC in 2006. He's literally written the book on virtualization and often comments on cloud computing, mobility and systems software. In his spare time, he's also the managing partner of Lux Sonus LLC, an investment firm.

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3 comments
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  • Hurry up and wait...

    Dan:

    "Well, the system is going to get an all expense paid trip to Dell’s repair depot. I can expect to see it again in 5 to 7 business days."

    And, as I recall, this is precisely what Dell wanted you to do in the first place (Day 1 blog post)--send the notebook to a repair depot.

    Dude, you're in Dell Hell! ;)
    M.R. Kennedy
    • But the service tech was so nice...

      I guess the most useful way to look at this was that I was fated to meet the service tech, spend a small amount of quality time with him and <b>then</b> send the machine off to the depot.
      dkusnetzky1
  • Wow...

    Back when I worked for Dell, in the event of spillage like that (or physical damage) we used to just, well, send you a new pc and have you put the hard-drive in that one(the the HDD had survived of course), and send the old pc back.

    They want me to send mine in. I don't have next day but I do have onsite, but they've already replaced several parts and apparently just want to figure out why it's still giving me problems, without wasting any more time and money with service techs and parts.
    SniperCT