Today my wife’s operating system crashed – the registry hive was corrupted. We went through a restore process and after running hard drive diagnostic (chkdsk) we found some corrupt sectors.
Since the laptop was still under warranty, I called Dell and reached a live person in record time. I only had to listen to one voice prompt, and a technician (Ashish) picked up after a couple rings.
After explaining the issue and giving him the error code from the DELL diagnostic utility, he immediately said they would be shipping me a new hard drive. This literally took 2 minutes. No second guessing on his part – it was painless.
To top it off, he sent a personal email with all his contact information and backup contact information in case he wasn’t available.
This is excellent customer service, I’m glad to see Dell is getting this right.