Quite some time ago, around the time we realized there would be at least a little travel involved in my line of work, Rachel picked up When Daddy Travels to read to Norah in preparation for these occasions. Ramping up for a 3-day trip, about half length of my last work adventure, I got her set up with a Skype account & client, a webcam, lots of aspirations about having scenes from the book, etc, etc.
And I left. Then Rachel's computer went kablooey. In sum, I got the phone call while waiting for my luggage at my destination airport Wednesday morning, and the prognosis was not good. The laptop's keyboard was typing away as if possessed. All When Daddy Travels aspirations aside, she had to work - and she required XP Pro, Office 2003, and a few other choice apps to do so. And there was no way I could go home.
Step 1: Have a local computer guy have a hand at it.
I was pretty sure this guy would be able to disable the keyboard for her, and she'd be up & running. All very handily. Well, the signals got crossed somewhere in this guy's brain, and he advised NOT doing that for this laptop because it would just revert back to an active state the next it started up. But she could have kept it on for two days and finished her work, geekwad... Anyway, she returned home and I talked to her much later in the day.
Step 2: Just order another Dell.
Did it that night, had an acceptable delivery timeframe (Friday), all was going to be well. By the next morning, that timeframe was updated by email to an unacceptable one... order debooked, back to square one.
Step 3: Thursday morning, it was. Enter CDW.
The computer needed to be there Friday to allow setup when I got home on Saturday. I ordered at CDW - with a 3-year next business day replacement plan - and threw in some better memory that I would install on Saturday. A guy from CDW CALLED ME. Lots of voicemails back & forth, but he installed my RAM for me, followed up on the shipment going out because it appeared to be an important rush, and was quite possibly the most competent customer care rep I've ever encountered. Granted, this weren't rocket science, but it was important. CDW is - because of this guy's actions - awesome. His name was Mike. He might be on the Christmas card list this year.
"So," you very well might ask, "if not a Dell, then..." It's a Sony VAIO. I was a little reluctant, but Rachel REALLY doesn't like the HP trackpads and 3-button configuration on the 8100 series that I had recently, and that was the only business-grade laptop I have liked. So. Sony it is. The best feature? That *^$&%#^# NBD replacement plan...
The NEXT time Daddy travels, he's going to have his little webcam time and out-do that dude in the book who can only email and call his kids. The punk.