I Like Dell

My notebook computer had to go back to Dell for repair this past week, and I am absolutely thrilled with the service. My trusty notebook has been with me for two years and eleven months. During that time, it has gone everywhere and done everything with me. There have not been more than a couple of days in that thirty-five month period when my computer has not gotten significant use. My notebook generally gets turned on first thing in the morning to check email and headlines and a few minutes later it is thrown in a bag and taken to law school, where it proceeds to be opened, closed, and carried all throughout the rest of the day. During law school, when I wasn’t cramped into a cubicle, it was common for me to be typing briefs at Jack-in-the-Box or Burger King for hours. Even after coming home, the computer generally stays on until bedtime. When I’m not typing briefs, or doing research on WestLaw, Lexis, or RIA, I’ll often spend my free time surfing the web. I have converted my music library to MP3, so even for entertainment purposes, my computer is pretty much the center of my life. Needless to say, the computer gets a lot of use. I would like to say that I treat it well, but it is a work-tool that has its share of wear and tear. My constant typing has worn the face off most of the keys. The touchpad shows considerable wear on the center (instead of the grainy feel it is supposed to have, it now has a smooth, slippery feel). The paint is coming off the palm rests. Sadly, over the years some cracks have shown up in the base of the unit.

About two weeks ago, I began to notice the hinge holding the monitor open was loose, allowing the monitor to swing more than it should. A few days later, I realized that the metal hinge inside base was actually cracked. Dell included a three year warranty for manufacturing defects with my notebook. In all honesty, I am not really sure if a cracked hinge is a manufacturing defect. I could make a case for how it could be, but these things happen after almost three years—notebook computers that get a lot of use wear out. Well, with thirty-five days left on my warranty, I called Dell to see if they would help. Without putting up any kind of an argument, technical support rep offered to arrange a pick-up so they could fix the notebook. He explained that the hinges come in a set of two, so they probably would replace both of them.

My notebook was picked up by DHL at 8:00 last Friday night. DHL’s tracking website shows that it was delivered to Dell’s Tennessee service station on Monday morning at 7:35. At 8:45 this morning (Tuesday), my notebook was returned to me in Manhattan. Not only did Dell replace the hinges, but they also:

- Replaced the back cover with a completely new cover

- Replaced the base of the notebook with an all new body

- Installed a new keyboard

- Installed a new touchpad

- Replaced the palm rests

- Installed the latest version of the firmware (BIOS)

Essentially, the brains inside the notebook remain the same and the screen is the same (although the “frame” it is in is new), but the entire exterior is brand spanking new, clean, and scratch free. Actually, that’s not quite true: on the bottom of the notebook, the metal doors for the motherboard and RAM are the same—and the paint is coming off pretty badly.

It is not often that “big business” goes above and beyond what is either asked or expected of them, but this is one case where the customer is very satisfied. Of course, if Dell shocks me and sends a bill for this work, I will be replacing this post with an angry diatribe. Until that time, I just wanted my hundreds and hundreds of readers to know how happy I am with Dell at this moment (ok…tens and tens of readers…maybe ones and ones of readers).