5 ms·

Apple is a joke. My experience with Dell XPS 13: Keyboard failed, most likely some dirt or liquid. I was in foreign country so bad situation. Dell technician a

Apple is a joke. My experience with Dell XPS 13: Keyboard failed, most likely some dirt or liquid. I was in foreign country so bad situation. Dell technician arrived next day to my hotel and changed keyboard in front of me. They even got correct keyboard layout (czech). This was done as part of basic 2 year warranty, I have no business plan.

marsRoverDev 8y ago
I can vouch for this - had my charger overnighted in a foreign country free of charge. I used to be able to rely on Apple to put this kind of effort in, but I don't think I would be able to today. Dell are really trying.
- ghostly_s 8y ago
  I received a DOA monitor from Dell last month and they tried to tell me I could only get it replaced with a refurb, after an hour on the phone they finally agreed to replace it. Then it took literally a month of waiting days between emails asking me to provide bits of info I already provided in the first phone call before the finally delivered it. Why is there PC support so different?
  - blakes 8y ago
    Mostly because their monitors very rarely have issues. I've personally deployed/managed probably over a thousand Dell ultrasharp monitors and over the course of nearly ten years, I've only seen one go bad. And I do remember it was not easy getting it replaced, a relative ordeal compared to ProSupport on the PC. Their PC support is seriously unmatched, I tell everyone to get the Pro support and accidental coverage for laptops, I have many stories of Dell asking no questions and sending brand new replacements. My favorite is the 3k precision laptop that fell off a crane and we sent back essentially a box of whatever was left and two days later had an exact replacement.
  - KSS42 8y ago
    I bought a 4K monitor that had a slight inclusion. I called up Dell and I received a new one within a 2 days. (And they never did ask for first one back)
sophistication 8y ago
At least the keyboard is not bolted and glued into place and requires a ~2 hour surgery to replace.
ythn 8y ago
XPS 13 is a joke too. Stock Killer WiFi card caused tons of intermittent issues from hibernation wake up fails to browsing issues. Opened up the laptop and swapped out the card with an Intel WiFi card and now it works great. Why bother buying a "premium" laptop if they use crappy parts under the hood?
logicallee 8y ago
it sounds like even you were surprised at the astoundingly good service you received (in a bad situation) that exceeded all your expectations. Not sure why that makes an unrelated company (Apple) a joke? I mean it seems irrelevant.
- jankotek 8y ago
  Next day on-site service is a standard for business laptops, I expect that. I was surprised it was for free, dirty keyboard is not usually covered in basic warranty. Apple is a joke because it sells 'premium' products, with low quality and bad service. I really do not want to digg out harddrive from my laptop, before sending it somewhere, to get it back some time in future. Especially for something trivial like broken keyboard.
  - logicallee 8y ago
    I'm trying to understand your expectations. You wrote: >Next day on-site service is a standard for business laptops, I expect that. I was surprised it was for free Do you really mean this? If Apple had charged you then next-day on-site service would have been a good experience? It's only because this was not even a possibility in this story that you are saying they're a joke? just trying to understand your expectations here. (And FYI I don't have any relationship with Apple, Dell, or any other parties we're discussing.)
    - jankotek 8y ago
      - As far as I know Apple does not even offer next-day on-site repairs as paid service. You have to send your laptop somewhere. Giving laptop with sensitive information out of my hands is not an option! - Someone else wrote here that it costs $500 to replace keyboard on Macbook (needs new casing). That is a joke! - It is not possible to replace keyboard on new Macbooks without major dissassembly. So on-site keyboard replacement is not possible even theoretically. Dell does everything onsite, including motherboard or display replacement. - Next day on-site service is a standard in business environment. It applies to laptops, machines, trucks... No joke here, stuff breaks, stuff must be repaired, show must go on... - I personally expect to have next-day on-site as an option. I would pay premium in case of emergency. In this case it was not urgent, but very nice surprise. Apple is a joke because they do not even offer that..

marsRoverDev 8y ago

I can vouch for this - had my charger overnighted in a foreign country free of charge. I used to be able to rely on Apple to put this kind of effort in, but I don't think I would be able to today. Dell are really trying.

ghostly_s 8y ago
I received a DOA monitor from Dell last month and they tried to tell me I could only get it replaced with a refurb, after an hour on the phone they finally agreed to replace it. Then it took literally a month of waiting days between emails asking me to provide bits of info I already provided in the first phone call before the finally delivered it. Why is there PC support so different?
- blakes 8y ago
  Mostly because their monitors very rarely have issues. I've personally deployed/managed probably over a thousand Dell ultrasharp monitors and over the course of nearly ten years, I've only seen one go bad. And I do remember it was not easy getting it replaced, a relative ordeal compared to ProSupport on the PC. Their PC support is seriously unmatched, I tell everyone to get the Pro support and accidental coverage for laptops, I have many stories of Dell asking no questions and sending brand new replacements. My favorite is the 3k precision laptop that fell off a crane and we sent back essentially a box of whatever was left and two days later had an exact replacement.
- KSS42 8y ago
  I bought a 4K monitor that had a slight inclusion. I called up Dell and I received a new one within a 2 days. (And they never did ask for first one back)

sophistication 8y ago

At least the keyboard is not bolted and glued into place and requires a ~2 hour surgery to replace.

ythn 8y ago

XPS 13 is a joke too. Stock Killer WiFi card caused tons of intermittent issues from hibernation wake up fails to browsing issues. Opened up the laptop and swapped out the card with an Intel WiFi card and now it works great. Why bother buying a "premium" laptop if they use crappy parts under the hood?

logicallee 8y ago

it sounds like even you were surprised at the astoundingly good service you received (in a bad situation) that exceeded all your expectations. Not sure why that makes an unrelated company (Apple) a joke? I mean it seems irrelevant.

jankotek 8y ago
Next day on-site service is a standard for business laptops, I expect that. I was surprised it was for free, dirty keyboard is not usually covered in basic warranty. Apple is a joke because it sells 'premium' products, with low quality and bad service. I really do not want to digg out harddrive from my laptop, before sending it somewhere, to get it back some time in future. Especially for something trivial like broken keyboard.
- logicallee 8y ago
  I'm trying to understand your expectations. You wrote: >Next day on-site service is a standard for business laptops, I expect that. I was surprised it was for free Do you really mean this? If Apple had charged you then next-day on-site service would have been a good experience? It's only because this was not even a possibility in this story that you are saying they're a joke? just trying to understand your expectations here. (And FYI I don't have any relationship with Apple, Dell, or any other parties we're discussing.)
  - jankotek 8y ago
    - As far as I know Apple does not even offer next-day on-site repairs as paid service. You have to send your laptop somewhere. Giving laptop with sensitive information out of my hands is not an option! - Someone else wrote here that it costs $500 to replace keyboard on Macbook (needs new casing). That is a joke! - It is not possible to replace keyboard on new Macbooks without major dissassembly. So on-site keyboard replacement is not possible even theoretically. Dell does everything onsite, including motherboard or display replacement. - Next day on-site service is a standard in business environment. It applies to laptops, machines, trucks... No joke here, stuff breaks, stuff must be repaired, show must go on... - I personally expect to have next-day on-site as an option. I would pay premium in case of emergency. In this case it was not urgent, but very nice surprise. Apple is a joke because they do not even offer that..