Day 6 of the old coffee-in-the-keyboard trick

Day 6 of the old coffee-in-the-keyboard trick

Summary: Here we are in the the sixth day of my coffee-in-the-keyboard adventure. Here's a quick review of the situation:My post describing 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 in the hopes of getting Dell to honor it's "on-site, next business day" service contract.

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TOPICS: Laptops, Dell
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Here we are in the the sixth day of my coffee-in-the-keyboard adventure. Here's a quick review of the situation:

  • My post describing 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 in the hopes of getting Dell to honor it's "on-site, next business day" service contract.
  • My post describing day 2 presented my experiences working with Dell’s service department to determine what was going to be done and when.
  • My post on day 3 presented my experiences with a really great tech from Qualxserv. He came to my office and did the usual things an excellent service tech does:

    • He produced the required volume of sulphuric-smelling smoke (the cats ran for cover immediately)
    • He waved the exquisitely embroidered bag of chicken bones over the machine the indicated number of time
    • In spite of all of this, his heroic efforts didn't bring the machine back to life. So, the machine was shipped "next day express" to Dell's repair depot.

  • Days 4 and 5 were consumed by DHL and the July 4th holiday here in the U.S. Due to the holiday, the machine was delivered to the Dell repair depot early (7:35 AM local time if DHL's tracking service is to be believed) on Thursday (day 5 of this adventure). I received an automated call from Dell's service at about 4:30 PM Thursday telling me that the machine had arrived. It's my guess that the laptop sat in a pile of boxes awaiting processing for the better part of the day.

Now we’re in day 6 of my adventure in Dell-land and I’d like to give you an update. With my best tone of mock sincerity, I must inform you that I'm glad I purchased that on-site, next-business-day contract.

While trying to continue working on Kusnetzky Group projects, I discovered that two documents didn't get copied from my production system (the dead Dell laptop) to my file server for some reason. When one considers what a disaster this could have been, misplacing a couple of files isn't all that bad. Furthermore, I'm pretty sure that those files are still sitting on the disk waiting for the mothership, that is the Dell laptop, to land.

Project deadlines being what they are, I find myself facing a reconstruction job. I have to replace those two documents today.

I'd like to thank all of the folks who've sent email offering suggestions on the best ways to get Dell to expedite the service of the machine, pointers on where to find another machine so I can continue working on various projects and sharing their own horror stories about repair services in general and Dell's repair services in specific.

What have you done to deal with a situation such as this one?

Topics: Laptops, 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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  • I have give up...

    For a few years I had given up on the idea of having one laptop that I rely on. I have found it necessary to keep a spare around for those occasions when a system simply dies. Last year I finally gave in and bought a semi-rugged notebook. This is the first system that I've had it has made a full year without having to go in for repairs. Just as importantly, it was produced not by a big-name manufacturer, but by a major Chinese OEM. It has even survived bouncing around in a Freightliner for a few months. And while the outer case as a key scratches that might have been serious in a plastic laptop is still going strong. I wish I could find a major manufacturer, who still offered this kind of quality at a competitive price.
    keepu
  • DELL Nightmare

    I purch. a Dell laptop in Oct 2006, prob.with the external battery in April. Dell's Cust Svc is terrible, their offshore support leaves much to be desired, not only are some T/S Reps hard to understand, they can be quite rude, at one time my call was disconnected, another time I was transferred to Verizon, it was a "cold transferr." I had no idea.

    Without knowing, I received the laptop with the WRONG battery,
    (the external battery w/the A/C cord).

    If you have to call Dell T/S and you prefer NOT to be transfered offshore, aft. calling the Cust Supp. number enter one of these numbers: 713-7031 or 725-4339

    Your problem may or may not be solved, but at least you'll be able to understand what is being said AND be understood.

    Question: I requested MSWord when I ordered the Inspiron laptop, but was sent a TRIAL disc, now Dell says b/c it wasn't incl. with the original order, I'm **** out of luck (so-to-speak) any suggestions as to how to resolve this?


    what should I do??
    silkscrn@...
  • My recent Staples experience

    I shipped my laptop to the Staples repair depot and a few [u]weeks[/u] later they called to tell me they couldn't repair it at a reasonable cost to them. So... they had sent it to a salvage yard and would be sending me a gift card. I was stunned that they would scrap someone's hard drive without contacting them first. So I sent registered letters to several Staples officers and received a phone call from them. They said they had no idea their 3rd party warranty company was doing this and that they would be looking into changing the policy. Apparently I was the first person to communicate my frustration high enough.
    Here's hoping your laptop comes home safe and sound.
    MaryTN