<p>Laptops are such a huge problem because they lead a hard life and each manufacturer uses proprietary parts for key components, in spite of the fact than no one actually designs or builds their own (outside Apple). All the work is done by OEM design/build firms in Asia. </p>
<p>So, even though your laptop screen is an “off the shelf” part (that is to say not custom designed), there are no third party sources for that, or for the MB. Only memory, HDD and DVD drives seem to be generic, and even there, the mfgrs (Dell, HP, Toshiba etc) don’t make it easy for us consumers to get replacement parts from third parties. </p>
<p>So we’re stuck using the mfgr for service. And since they view service as a profit center, it is to their advantage to make it as difficult as possible to get that service.</p>
<p>We have a fascinating ecosystem. Mfgrs make repair parts very expensive (i.e. screens that cost them 60-70 that they sell for hundreds. Reminds me of some auto mfgrs?) to “encourage” us to buy expensive warranties. Then they make that warranty service difficult to get.</p>
<p>In case anyone is wondering, I’ve had silence from Dell so far. In fact, the only word we’ve gotten from Dell has been when we’ve contacted them. Even though we’ve had many a promise of follow up, it has not happened even once. Great way to run a business.</p>
Most of the components aren’t proprietary or even made by the laptop manufacturer other than the housing and the circuit board (but none of the components on it). All of the ICs, the microprocessor, hard disk drive, CD/DVD drive, display, and many other components are made by other manufacturers and tend to be common to many laptops/PCs. Even the battery is usually made by another manufacturer although sometimes in a customer form factor (which makes it proprietary).</p>
<p>newsmadad…that’s too bad. Sounds like a nightmare.
I try asking for a supervisor first when things go bad…but then I have an escalation process that seems to work. Do some searching for a person of influence within the organization (google or linkedin) and the fax and send a letter to that person with your complaint AND copy the Attorney General’s office in the state that you’re doing business.
Takes a bit of time but I’ve had great success with this method.</p>
<p>Yes, I’ve read that there are essentially only two true manufacturers of laptop computers. The Asian firms just provide case (abeit ful of components) to Dell, HP, Toshiba, Sony etc. who add their own value, which for all intents and purposes is just a badge or nameplate. I believe Lenovo/IBM still builds its own laptops, perhaps Acer also.</p>
<p>Also, I agree with Tonerager. Writing to the top can get results. Whenever I have a customer service problem, I look up the name and HQ of the company and fire off a letter to the Chairman/CEO and copy the local consumer protection agency (often it’s the AG). I usually get a positive result.</p>
<p>They’re proprietary in the sense that I can’t go to Newegg and order a laptop screen. I might be able to go to Mouser if I had the detailed specs, but I don’t, and there are too many choices. </p>
<p>So yes, they are generic parts IF one knows the specs (connector pinout and such). But the specs are not published. So there we are. </p>
<p>Just finished a call with Dell. They acknowledge they have it. Repair is “on hold”. The rep thought it was for parts, but did not know what part, when it might arrive, or when we might see the machine again. </p>
<p>Good suggestions others, including going to a consumer protection agency or attorney general. </p>
<p>Now it seems to be nearly 4 weeks, and you are still no closer to a resolution. I hope an AG can help you, but living in D.C. for that is a predicament. I really feel for you and your D.</p>
<p>newmass…there is an OAG for DC…quickly checked their site and they indicate 2 current complaints against Dell. Fax something to that executive office in Texas and you’ll probably get a response. Good luck to you!</p>
<p>Yes, the U.S. Attorney for D.C. (not the U.S. Attorney General) is the equivalent of a state AG. Just as the DC local court system is in actuality the federal district court.</p>
<p>If anyone looks at it, you will notice that it actually does not cover much, just the CPU, internal keyboard, internal hard drives and the “built-in LCD”. [see 1. a. 1). ]. So Dell technically this does not cover case damage, memory or a DVD drive! Not to mention connectors, track pad and switches, the power supply brick, other motherboard problems such as video and so on! In fact they specifically exclude the “power/AC adapters”. </p>
<p>In practice, they’re not quite that strict, but this is still interesting nonetheless.</p>
<p>One can also note in the contract that there is no mention of service standards, and they have a consequential damages limitation, so even if they take months to fix the computer, the customer can’t be compensated for loss of use. And I’m sure the arbitrators it requires (NAF) would never find a common law doctrine that is in the customer’s favor.</p>
<p>I’ve had numerous Dell desktops and laptops for home & work. Have always bought the on-site extended service contract (these are the only service contracts I ever buy for anything). Haven’t had too many serious problems, but I’ve always had good service, and when I needed them have had techs stay on the line with me for hours to fix problems, including installing and getting a second hard drive to work, getting an infected computer to start again (after campus techs not only failed to remove virus but left it so it wouldn’t boot up). I’ve also had two flat screen monitors go out (after a couple of years). and they were replaced next day and with no question. </p>
<p>Only once did I get the Indian tech person who was clueless. I just hung up and called back again the next day and got someone else. </p>
<p>I’ve always had techs call me back as promised or was able to get them back if I needed more help. </p>
<p>Last experience was Sunday with a VERY slow running computer after I had exhausted all the options I knew to try.</p>
<p>I haven’t read the other posts here - haven’t read the entire OP to be honest, but since the topic is Dell customer support I really have to tell my story. Bought my son a Dell laptop when he went off to college… 2 years ago, and we bought it through his University website which apparently gave us some extra warranty coverage. He was having trouble with it and after much talking to Dell tech support on the phone they sent a repairman (Dell subcontractor) out to our house and he replaced several major parts of the computer. I was very impressed, in fact could hardly believe that they would send someone out to our house to replace major components.</p>
<p>Wednesday, someone from Dell contacted me regarding the BBB complaint. Told me they shipped the thing to us Tuesday for a Wednesday delivery. So the BBB complaint had some effect.</p>
<p>Dell also refused to do anything else, so last night I went to the local FEDEX depot (they did not deliver because no one was home to sign.) with a waybill to trans-ship the box to UK. Costing me about $100 for shipping, and we may have another $200+ in brokerage and customs fees. We’ll see on the latter. With luck (i.e. no customs delays), D will have it Friday afternoon. Hope it works and that they included the power brick. </p>
<p>What I’ll do about the costs we incurred because of Dell’s ineptitude I’m not sure yet, but it sure was cheap of them to not even offer a discount coupon!</p>
<p>Needless to say I will let BBB know I am not satisfied with Dell’s “offer” which was nothing at all! The only action was what they were supposed to do anyway!</p>
<p>At least D can get back to work on her dissertation.</p>