A brief update on my earlier post (about an A04 update gone bad... page 9 on this thread I think)...
After 2 days of no response from Dell via email (I have 3 year NBD support on the mini in Australia) I finally decided to call them. After explaining everything to the tech (named "Charlie")... he agreed with my assessment that the CMOS had become corrupted. He started down some path about pulling the MB battery to reset things... and I started to correct him, but let him go through his script of things he's supposed to say/do. 10 minutes later he announces that this is not an option for the mini... imagine my surprise.
So 30+ minutes into this conversation he tells me that the motherboard will have to be replaced, but "unfortunately this is not covered by your warranty". In the interest of decency I'll refrain from giving you the verbatim of the exchange that ensued... but in the end I went on to talk to a supervisor who tried to tell me the same thing. Their line was [sic]: this type of update should only be performed in the presence of (or on the phone with) a technician to ensure that everything goes as planned. I really didn't know whether to laugh or get furious when he told me this... but I kept my cool.
In the end, I spoke for about 2 solid minutes to the effect of: "so you're telling me that this RECOMMENDED update on your own support website, which says NOTHING about doing in the presence of a technician... has f*cked up and it's not covered by warranty?" The supervisor claimed that this statement should have been on the website and that he was going to look into it right away.
We ended the conversation with them arranging to have a local tech contact me on Monday to swap out the motherboard.
I'm in Australia right now but when I was in the US (this was a few years ago) Dell would just send out a new chassis and have the user swap over the RAM, HD (or SSD
in this case) and then send the bad one back in the same packaging. Seems practices are different now, or just down here. I do accept some responsibility for this situation
, but since this is my 5th dell laptop in 10 years I felt pretty confident in my own abilities. I just wasn't thinking when I pulled the battery. Anyway - I think it's going to get fixed in the end, and I don't have an issue with the ~1 week turn around time on my NBD warranty... but I just cannot believe the audacity of them claiming that this wasn't covered under warranty.
If anyone else has a similar experience - I'd like to know about it. I only hope that I get one of those follow-up emails after all is said and done asking me to provide feedback on my support experience.