Mourin @ Dell Outreach

[dave-p]

Mourin, can you under normal depot warranty order FRU parts directly from Dell or does that require Gold Support/On site? Like say I know my hard drive is bad, can Dell just ship me one?

+1

I am in the same boat, my 500GB drive from my Precison M4600 is bad, was wondering about just getting a new one sent, and I return the old one.

[MAA83]

As a previous employee with dell SMB/b2b sales in round rock, probably in the same building as you Mourin, your intentions are good and well. But this probably isn't a good idea. Keeping customers in defined communications channels allows consumer and b2b teams to control the workflow and monitor the interactions. All you will get here is, well.. complaints or negative comments. Which you'll never be able to follow up on entirely because of the disorganized nature of forums in general. There is no easy way to manage or organize direct communication with forum members or tie customers here to the customer database. I think it's a good idea to be a forum member to drop news bits, make the occasional suggestion, etc. But if you become too accessible or try to make this forum a customer service front, you will have a flood of incomplete requests on your hands. Rather, visit forums and direct people to en.community.dell.com/ since that works, and it's a more controlled environment. This isn't the first time outreach has attempted to do this, it didn't go to well last time either; yes they were different forums, but the problems are the same. Good Luck. I miss RR.

[krishd]

Hello Mourin

I do not have a complaint. Very happy with my precision T7500.

But is there a new version of Precision workstation coming from Dell.

Intel Xeon E5s are almost here ... So just curious if the precision workstation line will be updated soon.

Thanks

[Ronbo696]

Hey Mourin, I"ve got a good one for you.. Its about the USB3 problem on the L502x and the L702x.. If you go to Dells support forum website under hardware you will find one USB3 Problem, it has been going on for over a year with no fix. I recieved my L702x on 2/20/12 and find my self one of the victims of this problem. I won't bother with a full report here, but what is happening is the USB3 ports either don't work at all or they kick off and a few minutes to a half hour..Iv'e called support and they are sending a tech to replace the daughter board in my machine, but thinking about it now this has been tried numerous times before with no fix.. I really can't afford to take a day off from work for something that in all likelyhood is not going fix it. Just go to dells website and read the over 900 posts about this.. Thank you, advance. Ron waiting for a fix for this, other than this the computer is great..

[MAA83]

That's good and all, but that wasn't the point of my post. I wasn't saying that your complaints were invalid, or that they have a perfect customer service business model. I was saying that this idea has been tried before, or at least it was being attempted when I worked there 5-6 years ago. It didn't work then, and nothing has changed drastically that would suddenly make it work now. Using 3rd-party forums as a means of taking in information, as opposed to disseminating it, is fraught with problems. The reasons I mentioned above were why it was abandoned during my time.

[Mourin @ Dell]

Tsunade_Hime, Dave-P

Dell Support Services provides a hardware fault diagnosis and repair service for the purchased product. Dell will provide repair and replacement parts service, if required after completion of Dell’s problem diagnosis procedures.

The best advice I can offer is to chat with Tech Support and see if your product is still under warranty for parts replacement (make sure you have your service tag #).

-Mourin

[Mourin @ Dell]

Ronbo696,
I'm sorry about the trouble you are having with your new laptop. I am waiting for a response to your question. I will get back to you as soon as possible.

-Mourin

[Robin24k]

Mourin, can you under normal depot warranty order FRU parts directly from Dell or does that require Gold Support/On site? Like say I know my hard drive is bad, can Dell just ship me one?

FRU parts can be ordered as parts-only dispatches if requested. However, if the problem is not fixed with one dispatch, they will require return-to-depot unless you get supervisor approval in situations where the replacement parts are defective.

[Mourin @ Dell]

krishd,

Unfortunately, we are not notified of updates on all models. The best place to check for any new launches would be dell.com.

-Mourin

[Tsunade_Hime]

Tsunade_Hime, Dave-P

Dell Support Services provides a hardware fault diagnosis and repair service for the purchased product. Dell will provide repair and replacement parts service, if required after completion of Dell’s problem diagnosis procedures.

The best advice I can offer is to chat with Tech Support and see if your product is still under warranty for parts replacement (make sure you have your service tag #).

-Mourin

Mourin, we use DOSD for our warranty Dell repairs. Does that make a difference, I work in a tech shop that is authorized to fix Dells.