Mark Choon

I can’t be at home for the technician/engineer to service my laptop during business hours.

Recently this DELL Inspiron 6400 laptop of mine which I bought online last year started giving problems, specifically the keyboard. Now the problem is the “g” key. Typing words with a “g” in it is a pain as I have to repeatedly press the key. To make things worse, I can’t type capital g with the shift + g key combination. It is a real pain!

Fortunately, I still have about a month of onsite warranty and part replacements. Phew! So I just went to the Dell website, found the support page, filled up the form and it was sent in to Dell Support. I got an email reply within 24 hours, in the next business day, by a support person with some instructions on more in depth troubleshooting steps. I promptly carried out the instructions and replied. Within about 3 hours, I got a reply stating that my laptop’s keyboard need replacement. Well I didn’t know about this reply until I received a call to schedule a time for a technician to pay me a visit and fix my laptop.

So now here’s the problem. The technicians can only make it on weekdays and during office hours. Since this laptop is at home, I can’t be there and no one else at home can help out. According to the lady who took my call, there isn’t a support centre where I can bring my laptop to.

Fortunately, the latest time slot available is between 530pm and 7pm. So I’ll have to rush home from HQ to get this laptop fixed. All in all, I’m quite satisfied with the support from Dell.

Hope no more problems happen after my warranty period though…