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| ▲ | criddell 6 days ago | parent | next [-] |
| My daughter took her Alienware laptop to school with her. The keyboard broke and we contacted Dell support hoping to just buy a new keyboard. Instead, they sent a technician to her dorm next day who fixed it on-site. What really impressed me was that we bought the laptop in the US where we live and she was going to school in Canada. |
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| ▲ | jlund-molfese 6 days ago | parent [-] | | That’s really cool! Was this just with the standard warranty, or did you have to get some sort of extended support plan? | | |
| ▲ | criddell 6 days ago | parent | next [-] | | It was the standard warranty which makes me think there was a known flaw in those keyboards. Interestingly, I got nowhere with phone support. The support person told me there were no keyboards available and didn't know when it would be back in stock. So then I contacted Dell support on Twitter (as it was known back then) and they immediately got back to me to find out what happened and arranged the repair. | |
| ▲ | the_pwner224 6 days ago | parent | prev [-] | | Their higher end consumer models come with ProSupport as the standard warranty. |
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| ▲ | electroly 6 days ago | parent | prev | next [-] |
| Yes, they have both next-day and same-day on-site support plans. For hardware failures they will bring the part to your office/data center and perform the replacement. We're in a third party colocation facility and Dell is happy to dispatch techs there; we don't have to be present. |
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| ▲ | tracker1 6 days ago | parent [-] | | Had this for a work laptop a few years ago... That said, I think it was a design flaw in that model, had to have the MB replaced twice under warranty, the third time it was out of warranty and I just got assigned a new laptop. |
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| ▲ | throwup238 6 days ago | parent | prev | next [-] |
| Both consumer and enterprise hardware has that level of on-site support. Even for the consumer side Dell contracts out to a bunch of local IT technicians that drive around fixing stuff. I remember a tech sitting in my living room swapping out a (consumer) laptop screen all the way back in 2007 so they’ve had this support for a long time. |
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| ▲ | ocdtrekkie 6 days ago | parent | prev [-] |
| ProSupport isn't just excellent warranty coverage, often adding Plus (accidental damage) is not expensive either. Laptop literally run over by a car? Dell fixes or replaces it. There are funny aspects too, we had a laptop with a broken rubber handle and Dell didn't have the available part, or replacement laptops of the same model, so they gave us an equivalent system a three years newer model. At the desktop tier Dell Command Update is probably just the best driver/firmware update tool for a business. Their server side can be a harder sell, it's a lot pricier than competitors sometimes without a ton of justifiable benefit for choosing them. |
