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So, yesterday I received the following email from Dell:

Hi Doug,

From the Tag information I see the system has an In Home service warranty. We will go ahead and send out an engineer with the parts.
The service call is booked under the reference number : 321808235.
Kindly note that the Onsite technician will contact you to schedule the appointment once he receives the parts. Please go ahead and have the appointment scheduled accordingly.
Note : The Service is subject to parts availability and the working hours of Onsite technician are from 9am-6pm Mon-Friday.

Regards,
Farooq Ahmed
Social Media and Community Professional

This is rather easy to say, since the person saying this is in another country and probably has no idea of where Whitehorse is, to say the least of knowing whether or not they actually have someone here to service the computer. This is the third or fourth time I’ve been told I get onsite service.I responded with:

Interesting, since I don’t think you have an authorized technician here and haven’t for about 10 years.

This morning, I get this:

Hi Farooq,

As our customer, Doug Rutherford, stated previously (please review his original Dell Community Forum post below), there has not been a Dell technician in his area for the last 10 years. Unless you have a definitive contact that can service Doug’s system, please arrange for his system to be returned for the Repair Depot and please schedule a box to be sent for his convenience.

Thanks,
Lorna

Lorna McNamara
Customer Support Specialist
Dell | Social Media Support
USA Customer Care Board<http://en.community.dell.com/support-forums/customercare/>

I get two things from this email. First, they obviously can call for onsite service without actually knowing whether or not there is someone onsite. How do you do that without having a specific contractor to choose from? Two, someone else is “sending me a box.”

We’re now in a loop, and this is the fourth or fifth person to say “we’re sending a box.” Just like they did the first time, on the morning of September 9th…

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