Dell Agrees to Replace Faulty Laptop

A few weeks ago, I wrote about a positive online experience with Dell's chat-based tech support. Rather than trying to deal with the frustrating experience of phone support, I opted for the online chat and found it was much easier to use.

The helpful chat representative learned about my problem, which was related to the video going out intermittently at which point we had to reboot to get going again. This was happening with increasing frequency. Dell diagnosed it as a video card problem, but since the video card is built into the mother board, I got an entirely new motherboard (and a screen for good measure in case that was the problem).

Unfortunately, that didn't resolve the issue and Dell agreed to send another motherboard a week or so later. The same tech visited my house and was skeptical this would resolve whatever the issue was. He proved prescient because within days the problem started happening again. I downloaded the latest video drivers from ATI, but the video issue persisted and I contacted Dell Online Chat Support yet again.

This time, the technician suggested I swap out my OS, the standard tech support response, but I wasn't buying. I said after two motherboards and a new screen, it was time to give up the ghost on this unit and send me a new one. To my shock and surprise, the technician agreed without so much as an argument.

The new unit should be here within two weeks at which point, I will box up the old one and use the enclosed air bill to send it back free of charge. Dell has gotten a lot of bad press for customer service, but I've had no trouble whatsoever and I'm pleased I bought that extended warranty, now more than ever.