Support contract agreement not met what does Dell do about it
I think they will most definitely wait, and I think it's very wise for them to do so. Dell has avoided Tablet PCs and I think that's a good decision for now...
So here's the story, in chronological order...
11:36 am - RAID drive fails 12:00 pm - Finish phone call Dell support. They're going to send out a new drive, and a service tech to replace it. 1:00 pm - Service Tech calls, says they drive will be there shortly 1:30 pm - Get e-mail from Dell support, giving a new tracking number, and the guy says they shipped the wrong drive, so they canceled that one, and re-sent the right one. 2:15 pm - Drive arrives 3:30 pm - Service tech shows up, finds out they shipped out the wrong drive (twice). He climbs on the phone. 3:50 pm - Service tech leaves, says the drive will be here first thing in the morning, and I'm to give him a call when it gets here. He did give me the option of hanging around here till 8 pm (potentially, as they apparently re-start the 4-hour clock again), but I have a life.
It sounds he may have something else lurking - possibly a trojan - does he have a firewall ? - if not, consider getting one NOW ! - something like...
So basically, we spent an extra $500 for the 4 hour support contract, and they didn't meet their end of the agreement. Looking through their website, they state that they'll provide a certain level of support, but no mention of what happens if they don't. Heck, they could promise to provide 1 hour support, and then just a nice apology if they miss it (all the time).
Worked like a charm! I have my C & D internal drives, then the DVD ROM, DVD +-- RW, four Card Reader drives, and...
It's a little disappointing, cause I was all set to write a complementary post about how from start to finish, it was like 3 hours to get back up and running. But considering they had our service tag number, and all the details on the machine, and sent out the wrong drive (twice), I'm not so happy. Has anyone had luck nagging their support person for some sort of consolation prize?
Clint