Question (replacement rig)

I didn't send my old rig to the depot, but I was sent a replacement rig because my old rig had issues. I received my replacement rig, but I never received any information pertaining to returning my old rig to dell. Got off the phone with my rep and he said there's nothing left to do on either end; closed my case, and issued me my case number. Hahaha, how do I find out (without talking to a rep) if I need to return my old rig?

 

This is not the first time this has happened

IMO
If your rep said there's nothing left to do, then there is nothing left to do. Although to be safe I would still keep the old laptop in case somebody at Dell realises and sends someone to pick it up.

The right thing to do would be to call again and tell them they are supposed to pick up the old laptop, if they still refuse to take your old laptop then you can ask for an electronic written statement confirming this, where you can then sell or do whatever you want with your old laptop without feeling guilty (or possibly getting in trouble)

 

I don't see the trouble they can stir up, but I will give them a call in the morning and see where everything stand. Or I could just email my rep and get it in writing that's the matter is closed and nothing left to do on either person part

 

It's an obvious mistake on the part of your rep, a fact you are aware of based on your "without talking to a rep" question. To keep the laptop under these circumstances is, at best, intellectually dishonest and at worst, the mark of a thief.

Do the right thing, call DELL and inform them of the situation in clear terms, do not ask "for a statement that the case is closed" without reminding them that you still have their property (the old laptop). Karma is not a nice lady.

 

^^^ THIS!

+rep for you SlimShady, couldn't have said it better myself. It's surprising what people "think" they can get away with these days. Theft is theft, no matter what twisted way you look at it.

 

See the time stamp of my post and your guys
Already called... it's MINE! Have a good rest of the day, and be sure to read every post for now on

 

Just be VERY careful tayer. I know for a fact that Dell has people that their sole job is to audit hardware (especially full system exchanges). It might be 2 or 3 months down the road but you might get an invoice for the price of the laptop in the mail.

Regardless of what you were told, if you get something in writing stating that you can keep the old system, then that is the only thing that will protect you when that invoice comes in.

Remember, anyone can tell Dell that they were told they could keep their old system, but unless there is proof, the law is on Dell's side as the terms of your agreement in your warranty state that you will return the defective part.

 

I called and emailed my rep He emailed me back saying "use it for parts" I love my rep!

 

What old rig did you get to keep? The r3 with the 460?

That's awesome for you thigh even if it is messed up

 

Don't be suprised when you have to pay for it down the road. Dell employs a recovery team. I've was contacted by phone by them when I delayed on returning a keyboard due to a being in the process of a move. I was sent a keyboard for a replacement of a defective one. I was billed for the keyboard until it was recieved by Dell a week and a half later.

If you do decided to keep the system, just make sure you have the money to pay for it, because "my rep told me I could have it for free" won't hold up

 

Hopefully the "use it for parts" email will cover him in this instance.

 

I wish life was so easy...just keep it the rep says. Dell will be calling for their laptop...OR you will be billed for it...OR if a warranty issue comes up, someone will look into your file and see there is a small issue and not cover the warranty until things are set straight.

Once someone realizes that there is an inventory discrepancy, they will track it down.

 

this 100%

i was in a similar situation with dell with a different laptop. I got replacement after numerous trips to the depot, they sent me a replacement, the rep told me they would send a tag for the old one. three weeks later i called him, and he says, just keep it, use it for parts. i asked for something in writing because i didn't want to get charged, he said its not necessary. 4 months later i get charged to my CC i used to purchase the original laptop for the amount of a retail priced version of the same laptop. I was smart and kept all the correspondence, AND the old laptop, so i was able to get the charges reversed but not after a bunch of hassle. if i were you i would insist on sending it back because eventually you WILL get charged for it.

 

it wont, i had the same. i had three emails from my rep in fact. it didnt matter, the Recovery department basically said " it was a defective part, which we need to recover as per the terms of your warranty regardless of what the Rep has agreed to."

 

I actually was curious about this so I called a friend of mine who intimately knows the internal processes in Dell (before you say it, yes, I know Dell will always say they want it back but hear what else). He laughed and said he hears this same story about once a month. Ultimately, the laptop (the part) became the property of Dell the moment you accepted the replacement part.

Moreso, there is actually a policy within Dell that states (don't quote me cause I am tired) the customer service reps actually do not have the power to do anything at all within Dell. The company (as most do) is NOT liable for anything that a rep tells a customer, especially if it is against internal policy.

The reason for this is to protect the company from reps who would bankrupt it with bad decisions or just felt like giving something away. Unless a member of Dell's Board of Directors or Executive Team sends you that same email stating you can keep it for parts, it doesn't matter what the rep said or what you have in writing from them.

I know it sounds bad, but think of it this way...If a rep could do that, what would stop them from having their friends do what happened to you, but with the intention of getting 2 laptops for the price of one?

If Dell-Bill happened to see this thread, I bet he could even point these things out to us. I just don't have the patience to read through all the legalese.