From 61fad89bbe108c3a3d36d50a30fb8544fb7fc2ec Mon Sep 17 00:00:00 2001 From: Nico Schottelius Date: Tue, 26 Nov 2019 17:33:58 +0100 Subject: [PATCH] Add article about support fiascos --- blog/support-fiascos.mdwn | 57 +++++++++++++++++++++++++++++++++++++++ 1 file changed, 57 insertions(+) create mode 100644 blog/support-fiascos.mdwn diff --git a/blog/support-fiascos.mdwn b/blog/support-fiascos.mdwn new file mode 100644 index 00000000..582a85bf --- /dev/null +++ b/blog/support-fiascos.mdwn @@ -0,0 +1,57 @@ +[[!meta title="List of support fiascos"]] + +## Introduction + +Dealing with a lot of hardware (in the sense of moving/maintaining) +involves some support from vendors. Sometimes vendors are doing a +particular bad job. This blog page is dedicated to vendor screwups and +document real stories. + +## The support for a Dell XPS 13 2-in-1 (2019-11-16 - IN PROGRESS) + +I ordered this particular notebook on 2019-09-19 and it arrived around +2019-09-27. So far so good. However shortly after starting to use it, +I managed to get a somewhat-stuck key (the "p key"), which +more-or-less randomly hangs/does not produce a character. As some of +my passwords contain a p, this led to very frustrating login failures. + +Having a stuck key like this after less than 2 months of use is really +not showing good quality, so I reported this issue with Dell on +2019-11-16. With the device I bought the so called +"Complete Care Service" and "Premium Support". In theory reachable +24x7. + +In practice, after opening the support request on 2019-11-16, I did +not receive a real reply on the following Monday. So I reached out +again and got a reply on Tuesday, already being late if it was only +next business day (NBD) support. + +After reporting that issue additionally the rubber below that keeps +the notebook stable on the table began to detach itself from the +notebook. Only another minor problem, but clearly nothing to expect +from a quality device. + +After a long forth-and-back via Twitter DM about the device heat and +whether the p key still occasionally is stuck (yes!) there was +eventually a replacement scheduled for the 26th of November. + +However - you can guess it - nobody showed up. The log at Dell says +that somebody tried to reach me, however there was no missed calls on +any of my numbers. And no email or no direct message. So even if +somebody tried to call, they did not bother sending an email. + +Until I reached out again, after I got a message that the phone number +is forwarded. It continues "funny" like that: on 26th there was no +further communication from Dell. No message, no call, no email. + +However when logging in to the Dell portal, Dell rescheduled the +appointment for Thursday, 28th, 0800. + +Independently on how the story evolves from here, the amount of time +spent into the support, waiting, replanning locations, etc. is already +exceeding the worth of the product. So I can clearly disrecommend +buying this device/support combination, if you want to professionally +work with it. + + +[[!tag hardware support]]