The Quiet Picture

So, having sent my reclamation to Dell, they finally conceded that the problem might not be fixed by replacing all the parts on the laptop. The whole is not always the sum of its parts…

I had an interesting conversation with them. Text is translated from Swedish and I have added some comments [in square brackets]:

Dell support person:
I now have a response from the Escalations department. We will replace the faulty computer with a corresponding new model, so we don’t need to continue with the troubleshooting [what troubleshooting? They never did any troubleshooting, they just replaced the parts!]. I would need your or your company’s approval for exchanging the computer to a better, working model. [does "better, working model" mean that it's better because it actually works?!]

Me:
Thank you for the reply! [observe that I didn't say "prompt reply". They always take a day to reply] This is alright for me. I only have one more question - if the new laptop fits in the same type of docking station that I already have, then I would also wish to have the docking station replaced. The docking station was involved in the original incident that triggered all the other problems, so I don’t really trust it any more.

Dell support person:
I can indeed confirm that the new laptop will work with the current docking station. [I had a real good laugh at this point]
I have forwarded your confirmation to our Escalations department, who will continue to process this issue.

Me:
In that case, could you please also send a new docking station? I don’t want to take the risk that the old docking station destroys the new laptop and the vicious circle starts again.

Dell support person:
I have forwarded your wish to our Escalations department and hope for a positive response from them. [apparently, Dell has no problems with re-starting the vicious circle then. Or else, they know something I don't know about the docking station, e.g. maybe the docking station is indestructible so it's impossible that it would be in any way responsible for any of the problems?]

Fast forward 2 weeks…

Me:
Any idea when the new laptop might arrive?

Dell support person:
I have checked the status of the case. Dell is trying to complete the replacement, but since the laptop was originally purchased in Germany [our company HQ], it will take a bit longer than if the laptop was bought in Sweden.
I should also inform you (blushing with shame for having forgotten to mention this earlier) [yes, he actually wrote that himself] that we are only going to exchange the laptop at this point, and not the docking station. If it turns out later that the docking station causes problems with the new laptop, we will replace it. But at this moment in time, there is nothing that would indicate that the docking station is the source of the problems.

I think it’s best I don’t say anything more.