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Dell Hard drive failure and replacement.

by D. McFarland
(Chicago, IL)

I've been a long time Dell customer both personally and in my business. I've always had all my issues resolved to my satisfaction. Not always on the first try, but with persistence and follow-up Dell has always met my needs and fully fixed my tech problems.

My most recent service ticket was with a Dell Studio laptop purchased from BestBuy. Just about two months after I purchased the laptop it started having read/write errors with hard drive. After completing the online registration required, since the unit was not sold directly by Dell they needed the owner information added to their database.

I then called the Dell’s 800 support number and worked my way past their IVR (Interactive Voice Recognition) gateway and got to a live person.

Unfortunately this person was working for an outsourcer and reading from a script. They had no idea how to troubleshoot and could only escalate the issue to the next tier of support.

This process took about 25 minutes. Once I was escalated the senior support gave her the error code and described the problem she ID the failing hard drive and ordered a replacement drive to be shipped to my address of record. She promised the drive would go out by second-day ground the next business day, I was calling on a Friday night.

Tuesday the driver arrived, sooner than promised, and I installed it, restored all my application, packed the old drive in the same box, put the return label (pre-paid by Dell) and called FedEX to pick it up.

All in all I was happy with the level of service, after all you get what you pay for, and the prompt response by Dell.