After giving a grace period of a couple of days in case the issue was not hardware based, I called Dell on Thursday last week about my slightly iffy “t” key. I can’t say as I was looking forward to it — support from any company often ranges from useless to totally wank — but straight away I was put through to a very friendly woman who took my details and offered to talk me through removing and re-seating the keyboard.
I had to arm myself with a few tools, so she offered to call back between 1-1:30pm (yeah right, thinks I). Needless to say, dead on 1pm she rang me back ready to go through the process. She explained the steps in great detail, which even with a techie background I was grateful for because taking apart a brand new laptop is not high on my list of fun things to do with my afternoon. Unfortunately the problem wasn’t solved by this so she promised to get a replacement couriered out to me straight away.
Within seconds of putting down the phone, I’d received an e-mail with the necessary ticket code in case I needed to get back in touch, contact details, etc. And, sure enough, the courier tried to deliver the keyboard the very next day. Unfortunately they attempted to deliver it at 7:30am, when no sane individual would be at work, but that’s the courier’s fault.
The keyboard was redelivered today, I’ve fitted it and it works a treat. In fact, I like it better than the last one because it’s got more of a “clunk” to it and I prefer clunky/noisy keyboards… there’s just no response from a soft one. Anyway, safe to say that if this is how Dell treats its customers I look forward to the next 4 years of warranty.