Wednesday Feb 20, 2008

Dell's Great in-home service

Well, my mom's hard drive died on her - puking out the blue-screen-of-vista-death.  After spending an hour on the phone w/ Dell support in India she learned that her computer didn't work!  However,  they did not propose to fix it or help out.  The box comes with a 1 year in-home warranty so they should have fixed it right?  So she called me and I phone Dell, outraged! As it turns out they did file a report about a hard drive crash, but the passive tech support guy did nothing more (kind of like going to Kaiser to see your doctor - you have to be assertive or they won't fix you either).  So I managed to get them to admit that a hard drive crash after 6 months IS a warranty item and they agreed to replace it. Not only that, they sent someone out w/ an imaged disk to replace it at my mom's home. And, if you can believe this, they even showed up on time. On the promised day!  Now my mom's computer is back up and running, but with all that ad-ware that Dell so conveniently provides.  Well maybe there is hope for Dell yet!

My next step is to remove the adware and install CrossLoop an opensource  VNC application that allows me to take control of her desktop remotely so I can help her w/ email and Firefox.  So far it works really, really well and does exactly what I need it to do - saving me a trip to her house to show her how to print documents!

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