Stone support question

[googlemad]

Hi,

 

We have a computer (under warranty) with a totally dead DVD drive.

 

Since it would be a 2 minute job to swap it, does anyone have experience if Stone would just send out the part or do they always have to send out an engineer too? (I'm feeling a bit guilty as he was only here yesterday and I noticed the drive 5 minutes after he left )

[apeo]

As far as i know they always send out an engineer.

[flashsnaps]

We had 6 Brand new fujitsu siemens and a drive was dead on arrival, rather than swapping over the drives by couier. They sent an engineer out to us with a new drive, who then fitted it! Was most impressed!

[Silvor]

We had a similar issue a while back - we asked specifically if they could just send us the drive as we're happy to fit it. Because this was our request, they had no problem with that. Saved them time, money etc - so if you ask, they shouldn't have a problem with it.

[K.C.Leblanc]

They're pretty human at Stone, ring them up and explain and they'll almost certainly just send you the part.

 

It's not like HP. They sent me a PSU, when I discovered the case was jammed shut I requested an engineer. They said that instead of giving the PSU to the engineer to fit I had to send it back to them.

[Snuffkins]

As far as i know you can either request the part or an engineer when you log a call on their website. That's what we do at least. They're fine with it!

[mikejay38]

Yeah stone are ok at sending stuff out without an engineer just ask them i have had ram and psu's sent out and i have asked do they want the old parts back and they have said no .

[Gibson335]

Have to agree...Stone are usually very good at sending stuff out if you're asking them to...they might want to know that you won't screw things up, so they might not do this for new customers, but we've found them to be excellent either way.