Dell Laptop Repair: Taking Practically Forever

By Rico, 9:09 am Sat Jan 31 2009 - Analysis, Editorial - What Do You Think?

The laptop I dropped off at Octagon Festival Mall last January 3 still isn’t ready for pick-up, because according to Octagon’s technician, Dell Philippines said that the replacement part necessary for the repair would arrive “within this week.”

This conversation took place yesterday, and since I doubt deliveries are done on weekends, I can only hope to see my laptop by February 2 at the earliest. At least Octagon doesn’t follow its Wednesday-Friday schedule when it comes to returning (hopefully) repaired items (see my previous article on the whole issue for details).

But gosh, something really has to change! I’m resigned to the fact that I won’t be seeing my laptop before February 3—which is literally a month since I had my laptop repaired. The Octagon guy couldn’t explain why Dell Philippines was taking its sweet time repairing my laptop, even if the replacement part was being shipped in from Malaysia. A flight from Kuala Lumpur to Manila takes 3 hours at most, and I doubt that a sea voyage would take more than a day.

Honestly, I can live (and work) without my laptop. At worst, I’m unable to access important files I forgot to back up before my laptop failed. At best, I’ve spent less time in front of the computer, always a healthy development for someone whose day job, sideline, and hobby involve a PC. In other words, this development isn’t so bad for me. I get to use a desktop at home and at the office, so I still get things done.

Yet just like anyone who paid good money for a laptop (actually, still paying for it), and who wants to maximize their purchase, I’m pretty disappointed and pissed. Waiting nearly a month for a six-month old laptop to be repaired would tax anyone’s patience. I desperately do not want to go through something like this again.

Maybe I should’ve listened to Kiven when he recommended Acer. All I know is that, if I was buying a new laptop today, I’d definitely stay away from Dell and Octagon, based on my local customer service experience with them so far.

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