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Offline timterroo

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Dell TechDirect
« on: June 30, 2020, 06:41:08 PM »
Just finished my first Dell TechDirect self-help dispatch ticket.

Had to replace a motherboard on an in-warranty Latitude 5490. With Dell TechDirect, I was able to login to a portal, create a ticket with a brief description of the issue and troubleshooting steps, then select the part I needed. A few days later, the board arrived, with a return shipping label for the defective board. Very slick. Didn't have to call Dell or talk to a single tech rep, it was awesome!

Plus, you get access to resources like assembly/disassembly manuals.
"noche te ipsum"

"If you can't explain it simply, you don't understand it well enough."  - Albert Einstein

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Online Lord Dave

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Re: Dell TechDirect
« Reply #1 on: June 30, 2020, 06:42:54 PM »
Just finished my first Dell TechDirect self-help dispatch ticket.

Had to replace a motherboard on an in-warranty Latitude 5490. With Dell TechDirect, I was able to login to a portal, create a ticket with a brief description of the issue and troubleshooting steps, then select the part I needed. A few days later, the board arrived, with a return shipping label for the defective board. Very slick. Didn't have to call Dell or talk to a single tech rep, it was awesome!

Yeah, I loved that about Dell self repair.  Lenovo has something similar but it's much harder to get.  We just do the self ticket and they send a 3rd party repair guy to fix it.

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Offline timterroo

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Re: Dell TechDirect
« Reply #2 on: June 30, 2020, 06:46:02 PM »
Just finished my first Dell TechDirect self-help dispatch ticket.

Had to replace a motherboard on an in-warranty Latitude 5490. With Dell TechDirect, I was able to login to a portal, create a ticket with a brief description of the issue and troubleshooting steps, then select the part I needed. A few days later, the board arrived, with a return shipping label for the defective board. Very slick. Didn't have to call Dell or talk to a single tech rep, it was awesome!

Yeah, I loved that about Dell self repair.  Lenovo has something similar but it's much harder to get.  We just do the self ticket and they send a 3rd party repair guy to fix it.

Ah, wonder if they'll have some incentive to ditch the repair guy and let people do it themselves now that they risk COVID infection by doing house-calls.
"noche te ipsum"

"If you can't explain it simply, you don't understand it well enough."  - Albert Einstein

Offline ChrisTP

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Re: Dell TechDirect
« Reply #3 on: June 30, 2020, 07:50:44 PM »
Just finished my first Dell TechDirect self-help dispatch ticket.

Had to replace a motherboard on an in-warranty Latitude 5490. With Dell TechDirect, I was able to login to a portal, create a ticket with a brief description of the issue and troubleshooting steps, then select the part I needed. A few days later, the board arrived, with a return shipping label for the defective board. Very slick. Didn't have to call Dell or talk to a single tech rep, it was awesome!

Yeah, I loved that about Dell self repair.  Lenovo has something similar but it's much harder to get.  We just do the self ticket and they send a 3rd party repair guy to fix it.

Ah, wonder if they'll have some incentive to ditch the repair guy and let people do it themselves now that they risk COVID infection by doing house-calls.
I don't know, there's always a market for the totally tech illiterate that won't want to even try to understand (my sister is one of those self defeating people).
Tom is wrong most of the time. Hardly big news, don't you think?