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Comment by PaulKeeble | Hacker News Reader

Its such a contrast to the Dell I used to know. Back in 2012 I had the hard drive in my Dell laptop sale and had the Dell small business service contract and they sent out a guy to replace it that afternoon, right there in front of me in the office. I was without my machine for 4 hours. That is what Dell used to be like.

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I guess they don't find enough profit in this? TBH I'm OK to pay say 4,000 CAD + for a top tier, 64GB mobile workstation (don't care about video card, Arc is good enough), and +500 CAD for a 10-year care. And I don't even need someone to come over to my home. As long as I can mail or drop to some place I'm fine.

The problem today is -- even with a similar price point (like top tier Dell mobile workstation does cost 3,000+ CAD), I'm not sure how long it lasts. It could be 5 years, it could be 5 months, I have no confidence in it.

It was a £1500 laptop and a £100 for 2 year small business warranty support.

That's indeed a bit on the premium side. Back then GBPCAD is about 1.6, so 2,400 CAD and 160 for 2-year support. That's like roughly my monthly net income back in 2018 (just got into IT).

About six months ago I had a Dell Optiplex motherboard fail and they attempted to schedule a tech to come out the following day. I was not available for that and scheduled it a few days later but they did make as full of an effort as can be reasonably expected to make it happen within one business day.

The default warranty on at least the Optiplex line is one year of next business day service and upgrading to three years is cheap. I've never had a situation where same day service was worth the extra cost but it is an option.

I had the same experience in 2021 when the mobo died on a laptop that I bought slightly less than a year before. I was bothered by the failure but understand sometimes things just break. The service quality was good.

I'm not dealing with the scale other people are in here. We should take the ancedotes of personal laptops with a grain of salt. Anyone pushing the scale that Dell does will have incidents where service runs totally off the rails. I don't know how they stack up at scale but I'm reading this thread with interest. When I'm due for a laptop upgrade Dell will still be in the running but right now Framework might be the one to get my business.

When I bought my XPS 15 in 2023, I got the "extended care" package (name may differ). Last year I had an issue with the graphics card no longer being detected, and they sent someone over to replace the mobo two days later. Support was very good.

No power issues and such either, but I don't run Windows on it. Only problem I notice is audible whine coming from the speakers when charging and doing GPU work, like scrolling.

Not great, not terrible?

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