20 April 2009

Dell Japan Tech Support

When I reached Japan on early April, the first computer problem I had was the DVD-rom which unable to read the disc when I insert it.

First I sent a report via Dell Malaysia's e-mail support. The representative Benjamin Tan replied with the usual methods of diagnosis the hardwares. He also provided me with the contact details of the Dell Japan support.

When I get my phone, I called the Dell Japan's tech support line. Language was indeed a barrier as I can barely understand what they're saying, and they couldn't speak English. Well luckily we could work it out with the details and an agent who can speak English contacted me for further details.

Mr Yoshitaki briefed me about the process and arrange a technician to come over to replace the possible faulty DVD-rom.

A weird thing I noticed is that, the replacement hardware, the DVD-rom, came separately with the technician. The replacement DVD-rom courier arrived 45 mins before the guy came.


The technician arrived around 4:45pm just after making a call to confirm with me. Was kinda surprise to see that he came on full suit! My first impression is that he looks like a salesman than a computer technician hahah!

Well that's the work culture of the Japanese. To appropriately present themselves to the clients/customers as a sign of respect. I heard that we need to wear full suit as well when going for interview just for part-time jobs at the restaurant.

I asked him whether Studio laptop is common in Japan, he don't really know bout the sales amount but told me that he fixes one or two Studio units in a month. I wonder whether mine is the 1st, 2nd or more that he fixed in this month.

Talking bout this reminds me of the conversation with the Dell Malaysia's technician who came over to fix the faulty Nvidia graphic processing unit (GPU) on my previous Inspiron 1420. He said that he fixed quite a few Studio units at that time due to some instability issues back then.
At that time I never thought that I would be getting another laptop so soon, heh.

Starting to strip my laptop apart.....


At first he seems to be quite nervous handling the laptop judging from his expression and gesture, but few mins passed he's already working according to the flow.

Taking out the keyboard module.

Revealing the hardwares underneath it. You can see he's holding the DVD-rom on his right hand.

The culprit. Kinda surprised it's actually made in Indonesia.

The slot-in DVD-rom. Seems to be working normally now, which is a great news.

The service report.

The entire process took just 45 mins to complete from arriving to departing. Slightly faster than the previous experience but that time was fixing the motherboard though (that one took bout an hour).

For some reason I don't really get the name of the Japanese guy who came over to fix this Studio 15. Dunno how to pronounce it in Japanese but the kanji name is 儘田 纯一. Many thanks to him!

Well then another great service from Dell.... Am impressed and satisfied with it! :D

P/S: Everything is done without any charges, thankfully since the laptop is still under warranty!! :D


  1. The DVD drive module is so small??

    Did the technician know that you are taking his picture and post online? Japanese seems to mind about these..

  2. hah the guy should know i'm taking his pic but he just continue with his work anyway~

    since this is a slot-in drive so not as bulky as normal tray-drive.

  3. just realize that urs is slot in drive, looks so nice, i want to get a studio too!

  4. 儘田 纯一

    Mamada Junichi

  5. Do you still have contact info from this individual. I'm trying t buy a Dell in Japan right now. Their site is full on Japanese and calling their phone number I get no where at all.

  6. hmm.... can u reach the operator on the phone?
    here's a phrase in Japanese to ask for operator in English:
    "eigo no hanaseru kata wa imasuka?" (is there anyone who can speak English?)

    from my experience, the normal operators couldn't even speak simple English so if u wanna "break through" u would need to speak in Jap abit.