Hey, I've just contacted dell for some technical issues. its nowhere near what u mentioned leh.
just called dell technical support. 24/7 hotline, call them for whole line of dead pixels problem.
they conduct an SOP check with me, ask me to hold d letter and power on(some diagnostic checks from the bootloader), the screen display full screens of diff colours for me to see if its infact dead pixels. confirm liao, they then submit my case.
say tmr technician will check if spares available, if available, arrange on-site servicing for me the following day.
compared to aftershock, that is service i've barely gotten only after i got the attention of their boss.
my sm-15 first week got bios problem, think they forgot to flash their bios(my bootup screen is some chinese brand, not the AS one). call them, was told need to go their their servicing center. went down, fixed in awhile, still ok.
for almost full year, i didnt know audio jack/mb got problem, had to live with bass-less/v soft sound. 10mths into the order, i keep getting static noise for my audiojack, and audiojack keep disconnecting by itself when on earphones and play thru loudspeakers randomly for short intevals.
Call AS, the tech just pretend to listen and ask me to go down to their servicing center. I went down, told them the EXACT SAME THING i said over the phone, they didnt even ask me to demo the problem and ask me go back first, cause they need to order the parts.
their order took a month or more to come(iirc), i cant use my earphones with my laptop in libraries/etc incase it just blasts in public.
while waiting for order to arrive, another problem popped up, the screen has a line of dead pixels.
Emailed the guy handling my audiojack problem, forwarded to another tech, this his reply.
removed names.
AS email:
Thank you for contacting Aftershock PC.
We still have stock for the audio jack.
As for the screen, we will need to check the physical unit before we can determine what’s the issue.
Do drop by and let us check for you.
they tell me to go down AGAIN. a simple case as a whole line of dead pixels, cannot clarify over the phone. must go down for them to see. I even attach pictures i taken to the email.
its only until i reply with a strongly worded email, asking if they have stock of the screen, and not waste my time going down, did the tech went to check for stock, and say they will order and will arrive in 2-3weeks time.
I have to personally send another email to ask if the screen has arrive 2 weeks later then they reply that same day say stock just arrive.
this time they come my house collect laptop and bring back, and then send it back with audiojack n screen replaced.
aft chia diagnose the problem for me n my issue got the attention of marcus, then things get done. still, quite shabby.
i still have to follow up twice cause audio problem occur again, need change mb, first time when laptop return to me, cd tray not inserted properly.
2nd time, THEY FORGOT TO SCREW BACK ALMOST ALL THE SCREWS ON THE UNDERSIDE. marcus explains its some procedural stuff which they accidentally skipped but still, that alone shows alot about the quality of the staff. this is minor cause its simply the exterior which clips itself back. but still rly makes me wonder how many of the screws inside my unit are whr they are supposed to be. if that technician was responsible for installing water heater/lights/ceilingfans, etc, imagine the dangers.
still, this time is closely monitored by marcus, the technicians seem to care more. helping me do fresh os with all the setup, change the scratched off keycaps, clean dust, etc.
compared to dell(lets hope they deliver), 24/7 technical support hotline, with their on-site repair.
technician will check and bring all the possible replacement parts and inform me the following day(if call aft office hrs) to arrange on-site if available, else wait 1-2weeks for parts to come in then arrange on-site.
think dell has improved/went back to their original standards since ur time.
not say AS after sale service not good, but as i mentioned previously, employees will be employees. their life/livelihood dont entirely depend on the company. company profit, they at most get some extra bonus/payrise. lose the job, can join find another.
your exp with dell mustve been similar to my exp with AS, both during their transition where their orders n sales raise exponentially, too fast for them to adapt. hence drop standards.
once orders n sales increase, boss wont be around to supervise everyone. gotta take awhile for standards to be maintained(hopefully not after loss of sales).
seeing the positive feedback here, glad to see AS standards are back to how they used to be when my frens recommend AS to me(hopefully).
edit: okay, wtf. my screen froze out of nowhere and wouldnt respond to anything again. only way is to force off. last happened last week.. im on the same os version as mentioned earlier in this thread too..