Question about replacement parts.

Hey guys, i recently had a couple problems with my M17X, which dell have graciously decided to replace with a highly upgraded desktop. A friend, who bought an M17X approx 2months ago, is now ALSO having the same issues that i had, so dell sent out a tech.

What i was surprised to hear from the tech, is 1) he has four personal customers in my state with the same problems, and dell are replacing all systems, and 2) dell uses refurbished (therefore second hand) parts when repairing computers.

I should add, the tech was also the second tech to tell me the same thing!

Is anyone else aware of this?and what are peoples opinions on this?

Just to be clear, this isn't taking a dig at dell, or any company..just curious to see what you guys think about what seems to me to be a seriously lame thing to do. The cost of an M17x and brand new parts not being installed doesnt seem right..

 

Actually, I can clarify this as I have had to deal with several replacement parts under warranty with other Dell systems.

1. Dell Warranty Replacement Parts are labeled as 'Refubished'
2. The Refurbished label is required by law whenever a manufacturer opens an item and repackages it. An example of this is: Dell receives a pallet of DVD Drives from the OEM. These drives are used for Warranty Replacement. Dell has to break open the pallet and then repackage each individual drive for Warranty Repair shipping. The Refubished label must be used.
3. A customer calls in a warranty service call. During the course of the call it is determined the GPU needs to be replaced. Dell dispatches out a tech and the tech replaces the GPU. The GPU is then forwarded by the tech to Dell who in turn processes it through their returns dept. This area may test the component and if it is determined it is functional then the component is sent back for repackaging as a Refurbished part.

In a nutshell, that's what the whole 'Refurbished' scene is. I had a LCD Bezel replaced by Dell on my old XPS M1730. When it arrived, the box had the refurbished label on it. It was pristine, never touched. No fingerprints at all. So, this is what happens in #2 I mentioned above.

Is it possible you will receive a dead warranty replacement part or failing part? Sure it is. Then again, you have the Dell warranty and if in that situation, its going to be replaced. To quote Dell's Terms/Policies:

Just my experience and dealings with Dell Warranty Parts. Hope this helps a bit explain a bit - at least as I understand the process.

 

thanks for the reply batboy, REALLY appreciate the info mate!

i can kind of see why the tech was concerned about the use of refurbished parts, as i suppose there could be parts that occasionally sneak through the testing process and become replacements while still faulty.

At the same time, due to the number of parts that fly in and out of dell's warehouses, i can see why they use this process.

 

just wondering actually..whats your opinion on preferring NEW parts vs refurbished? Are you aware if the customer is allowed to request new parts?

the possibility of receiving a faulty part is there, and a new part is probably (although obviously not guaranteed) not going to be faulty.

 

Yep - understood. When I mentioned above about 'is it possible to receive a dead or failing part' - yes. I have and yes, Dell took care of it. Only happened once though. *Knock On Wood*

You can request it, however the answer is going to be the same - Either "No Problem!" or "Sorry we can't promise that".

On new part failures - I can think of a few times when I purchased something new and it was DOA (not from Dell but say Frys or BestBuy or blah blah blah store). Not often, but does happen. As long as you have warranty coverage I wouldn't worry much. Think of it this way, its better than buying it off eBay.

 

haha true that! Just considering the saving time part of it all. Personally im a full time uni student, and my friend is in the construction industry, so neither of us has much time to wait for dell techs.

But i certainly agree, warranty is a must in all this. As long as you're covered, who cares!

 

My take is that as long as the parts work like new, I don't care if they are used or brand new. If they fail, I have a warranty for that. As long as they do the job, it's not a problem with me. I just need it to be 100% functional and last as long as my warranty. I try to be understanding because I know things can get confusing or people make mistakes. Especially in a large company like dell with thousands of employees.