Dell's Repair Program
From Scratchpad
[edit] Best practice example – from a PC manufacturer
On Vincenzo Acinapura’s powerbook17lines.blogspot.com blog, Anonymous said...
- Seems like some other laptops out there have had very similar vertical line issues. Dell have responded to complaints that several models of laptops fitted with 17" displays were developing vertical lines similar to what we have been witnessing with the 17" PowerBooks. Dell have agreed to fix their faulty products. [...]
- You can read more about them in the following link:
- http://direct2dell.com/one2one/archive/2007/04/09/10675.aspx
- At least some companies understand their responsibility to their customers. I suggest if any people call Apple regarding their problem that they mention this link.
- Well done Dell for treating your customers with the respect they deserve on this one. Apple has a lot to learn!
- 24 April 2007 13:50:00 PDT
Meanwhile, Dell customers with defective 17inch notebook PCs are getting top notch customer service:
- The Customer Advocate team has coordinated with other Dell groups to help figure out what was happening with some 17" notebook displays.
- Here's what they found: on some 17” LCD displays shipped with Dell Inspiron 9200, 9300 and Dell XPS Gen 2 notebooks, a one pixel wide vertical line may develop across the LCD screen over time. Systems that may be affected by this issue shipped from Nov. 2004 through Oct 2006.
- Here’s what we’re doing: for affected systems, Dell is offering to replace any LCD that develops a vertical line within three years of purchase, at no charge for parts and labor. Also, Dell will offer refunds to customers who paid Dell to replace defective LCDs with this issue.
- Dell values our customers, and we apologize for any inconvenience this may have caused.
- We will send letters to all potentially affected customers whose systems are out of warranty.
- source
Hmmm... Dell scores top marks for customer satisfaction, while Apple tries to make the issue disappear by censorship of their Apple Discussions forums, and censuring some folks who post there on this issue. I’m surprised and disappointed that Apple’s customer relations reputation is lagging so shamefully far behind a PC manufacture on this issue.
As suggested, you might like to mention the stark contrast between Dell's repair program and Apple's response failure when you take action and contact AppleCare locally and Apple Inc in the USA.
