I did not purchase my laptop from the Dell website, but did have to call them after it failed 1 month and two days after I bought it. When my hard drive failed and I was two days past the date that I could return it to Amazon, I had no choice but to go to the manufacturer and see about getting it fixed.
The Dell.com website is easy to navigate and when you first enter you can choose between business or home at the top or scroll down a bit and you will get three choices. Services, Support, and Deals. It is a full service website where you can purchase products as well as get information and service.
I clicked on support for home. Then I was met with more choices. I could enter my service tag number or look below for the device I had. I chose to click the laptops to see where that would go.
When I clicked on laptops I could not find my exactly laptop listed because I only had the number from amazon and not the dell product number. I did not see anything that matched so I found a space where I could enter my service tag number which identifies my laptop and as well as me since I registered the product and was logged into my account.
This is my second Dell laptop so after I added the service tag number I could see my laptop number but since my new laptop was not working well I was not really sure about using the site to do the diagnostic. I felt my best bet at this point was to look for a phone number and call in for tech support. I was able to easily locate the number for support and called it.
When I called in at first I was a little nervous because I got a guy who did not speak the most fluent English. It turned out fine though because the guy was great! He walked me through doing a diagnostic on my laptop which ended up proving that the hard drive was bad and that everything else was fine.
The first suggestion was to send me a new hard drive and have me install it. I did not feel comfortable with this so the next choice was to send a tech to my home the next day and he would replace it for me. I was rather impressed that Dell was willing to send a tech to my home under warranty. I figured I would have to mail my laptop back to them and then wait weeks for it to show up back at my house.
The Customer Support guy on the phone told me that I would get an email about setting up an appointment and sure enough I got that right away. I also got another email detailing what the tech on the phone told me. I clicked on a link on the email to set up my appointment and was given a choice of the following morning between 9am and noon so I choose that. I could not believe this was going to get taken care of so quickly and was thinking this was way too good to be true.
Tech Support House Call
When I filled out the form I stated in the box that I wanted a phone call first so that I could get my dog on a leash. The Tech called me and said he would be there between 10am and noon and that he would call first.
He did indeed call first and when he got her it only took about 10 minutes for him to install my hard drive. After that the laptop had to run through a bunch of processes that too two to three hours. After that my laptop was good to go for me to start the set up again.
The Tech asked me if I wanted to back up anything before we put the new hard drive in but I declined since it had been such a short period of time and there was not that much on there yet. I figured I might set it up differently anyway so I wanted to start from scratch.
Email Follow up
After the Tech left a few hours later I got an email asking if everything was ok and giving me information in case I had any further problems.
Phone Follow up
The day after my laptop was fixed I got a phone call follow up from Dell.com to make sure I was happy with my service.
Final Thoughts and Rating
I had an extremely good experience with Dell Customer Service. While no one wants to have a new laptop break in just a month, when a company stands behind their product and provides competent customer service, and goes out of their way to make the process go smoothly. At every step of the way I was made to feel that Dell.com was sorry for the inconvenience and was not going to waste any more of my time than was absolutely necessary. This company deserves 5 out of 5 stars for their excellent customer service.