Now, it's just came an absurdly inefficient, frustrating, and wasteful experience.
I have an XPS 2-in-1. Nice machine, except for the so-so battery life and the unsupported webcam on linux, it was a good working laptop.
I paid for the biggest config at the time, and included a $300 premium guarantee with on site servicing.
One year later, the keyboard starts acting up, then the touch pad.
I contacted their support, and while the people on the phone were polite and competent (!), their ludicrous booking system to get a person on site to change my keyboard was a nightmare.
Took me a month of frustrating cat and mouse game to finally get someone at my door.
They changed my keyboard (and for some reason my speakers and battery O_o), routine stuff. "No need to do a backup for that", they said.
Took them 3 hours. They were operating blind, no manual, no spec, no pictures taken before removing parts.
Of course, once done, the machine would not boot anymore. Also the touch pad stopped working completely (tested in the UEFI).
They let me with an unusable machine and left. This was my main working machine. Thankfully, I haven't listen to them and did my homework, I had 2 full data backup and a fallback laptop, albeit way less appropriate for my freelancing missions.
One month and dozens of phone calls+emails later, they come back. Change the whole thing again. Machine is still FUBAR.
They leave again.
2 weeks later, support contacted me to offer me an exchange with a brand new laptop (remember, I didn't need a backup). They should take an appointment in 48 hours.
I'm still waiting as of today, no appointment email, a broken laptop, doing work on a machine were I have to kill the browser regularly because it swaps, doing web dev.
All the staff were nice, but their process, boy, their process sucks.
The worst thing is, it's probably made to avoid some kind of abuse of the system or to save money, but they spent to much time with me they wasted tons of cash, and end up replacing my machine anyway.
Everybody loose with a service like that.
If people are still wondering why the framework laptop is appealing, there it is. I know what my next machine will be now.
> I contacted their support, and while the people on the phone were polite and competent (!)
I contacted Dell support recently when my new laptop didn't send an image to my (Dell) external monitor.
The support guy asked me what cable I was using. It's DisplayPort on the monitor end and Thunderbolt USB-C on the laptop end. It works with the Dell laptop the recent one replaced.
The support guy proceeded to look up the new laptop's product page on Dell's public website, see language saying that for the Thunderbolt port to work with DisplayPort, you need to buy an adapter, and recommend that I buy a USB-C to MiniDP adapter. It was left unexplained how I would plug my USB-C Thunderbolt cable into the MiniDP adapter.
I wouldn't trust Dell support to know how to put on pants.
Warranty is something they were proud of.
Now, it's just came an absurdly inefficient, frustrating, and wasteful experience.
I have an XPS 2-in-1. Nice machine, except for the so-so battery life and the unsupported webcam on linux, it was a good working laptop.
I paid for the biggest config at the time, and included a $300 premium guarantee with on site servicing.
One year later, the keyboard starts acting up, then the touch pad.
I contacted their support, and while the people on the phone were polite and competent (!), their ludicrous booking system to get a person on site to change my keyboard was a nightmare.
Took me a month of frustrating cat and mouse game to finally get someone at my door.
They changed my keyboard (and for some reason my speakers and battery O_o), routine stuff. "No need to do a backup for that", they said.
Took them 3 hours. They were operating blind, no manual, no spec, no pictures taken before removing parts.
Of course, once done, the machine would not boot anymore. Also the touch pad stopped working completely (tested in the UEFI).
They let me with an unusable machine and left. This was my main working machine. Thankfully, I haven't listen to them and did my homework, I had 2 full data backup and a fallback laptop, albeit way less appropriate for my freelancing missions.
One month and dozens of phone calls+emails later, they come back. Change the whole thing again. Machine is still FUBAR.
They leave again.
2 weeks later, support contacted me to offer me an exchange with a brand new laptop (remember, I didn't need a backup). They should take an appointment in 48 hours.
I'm still waiting as of today, no appointment email, a broken laptop, doing work on a machine were I have to kill the browser regularly because it swaps, doing web dev.
All the staff were nice, but their process, boy, their process sucks.
The worst thing is, it's probably made to avoid some kind of abuse of the system or to save money, but they spent to much time with me they wasted tons of cash, and end up replacing my machine anyway.
Everybody loose with a service like that.
If people are still wondering why the framework laptop is appealing, there it is. I know what my next machine will be now.