Dell Finally Got It Right

This morning during my technology class...

Which by the way is full of technologically incompotant prople...

I decided to try to contact Dell again, in hopes of finding a tech person fluent in the English language. I was successful! I was put into contact with Andy, a tech support person from Salt Lake City, Utah.

Here is the transcript...My words in bold...

10:00:58 AM System
You are now being connected to an agent. Thank you for using Dell Chat
10:00:58 AM System
Connected with SLCg_Andy_172288
10:00:58 AM SLCg_Andy_172288
Thank you for contacting Dell Hardware Warranty Support, my name is Andy. How may I help you today?
10:02:12 AM Bryan McDonald
Hello Andy...I have tried to have this conversation two previous times but have been disconnected...my previous session id was 20489949
10:02:51 AM SLCg_Andy_172288
Looks like the notebook was dropped correct? The I1521.
10:03:02 AM Bryan McDonald
Yes...
10:04:26 AM Bryan McDonald
There are two parts that are broken...The FIRST is the clip that holds the screen to the base. The Second is in the bottom right hand corner of the base. There is a part where the grey plastic meets the black plastic...both of these base pieces are cracked/broken
10:05:03 AM Bryan McDonald
There is nothing wrong with the LCD...just the clip that holds it down
10:05:48 AM SLCg_Andy_172288
Is the computer still functioning correctly?
10:06:55 AM Bryan McDonald
So, basically, what I need is a shipping label to send it in...or a location where I can bring it to have it fixed...Somewhere near Little Rock, Arkansas, USA
10:06:55 AM SLCg_Andy_172288
Such as is there any error?
10:07:23 AM Bryan McDonald
The CD/DVD burner seems to be making some rattling
10:07:33 AM Bryan McDonald
NO error code as of yet
10:07:38 AM SLCg_Andy_172288
Yes I can set up to have a tech come out and do this. It will be faster than sending it to us.
10:08:03 AM SLCg_Andy_172288
Just to make sure I will replace that as well.
10:09:32 AM Bryan McDonald
What kind of time frame are we talking about?
10:10:34 AM SLCg_Andy_172288
Well if the tech gets parts tomorrow that you could be done over the weekend. Worst case scenario is by Tuesday.
10:11:39 AM Bryan McDonald
Actually, I will be out of town starting tomarrow morning until Monday, July 21...Is there any way I can schedule it for anytime July 22-25?
10:12:51 AM SLCg_Andy_172288
Yes you will need to contact us when you get back so we can set that up. Our tech can only hold on to parts for 5 days then has to send them back to us.
10:13:09 AM Bryan McDonald
Ok...Also, I have been having some trouble with Vista...and really have not been very happy with it at all...it is a huge resource hog even for my 2gb processor...is there any way to downgrade to XP without losing my data?
10:15:34 AM SLCg_Andy_172288
No, the only way you would lose data would be if you upgraded to vista. Then wanted to downgrade. But since the system came with Vista you need to back up your data for that.
10:15:49 AM SLCg_Andy_172288
wouldn't*
10:16:44 AM Bryan McDonald
Do you guys offer a downgrade package for customers who are not happy with vista or would that cost $$??
10:17:55 AM SLCg_Andy_172288
We do not offer operating swaps. You would need to purchase a retail copy of XP for that.
10:21:24 AM Bryan McDonald
So, I will contact you when I get back in town...By the way...where are you located?? Just wondering...
10:22:05 AM SLCg_Andy_172288
Salt lake city, Utah. Is there any other question for me?
10:22:12 AM Bryan McDonald
Well, thanks, Andy...you have been most helpful. I will be emailing your supervisor with positive feedback!!!
10:22:25 AM SLCg_Andy_172288
Thank you for contacting Dell Hardware Warranty, have a nice day. I'll be sending a summary email with your case number in it.
10:22:30 AM System
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