Dell system exchange policy

Hey, i have a dell xps1530 with a 3 year warranty that i bought in mid 2008. The touchpad/palmrest has been replaced twice already, bluetooth and webcam once, and i just finished chatting with them this morning and they are replacing my palmrest for a 3rd time, keyboard, motherboard, and ac adapter due to it not charging. And i asked about a possible system exchange and they said they don't do system exchanges for computers older than 2 years, is this correct?

 

I think there is some miscommunication here. I have an XPS m1330 I bought in September 2008 that has had the motherboard replaced 3 times, the mouse and palmrest twice, the hard drive once, the screen once...Basically every single part except the video card (which, ironically, is probably the cause of several issues) replaced, many more than once. Thank goodness I bought the nicest warranty available (4 years next day service).

After over 20 phone calls for new parts in just over 2 years, they are finally replacing my XPS m1330 with an XPS 14. What I think the technician meant was that they won't give you another m1530 because they no longer have that model around. If you get on them enough and demand to talk to a supervisor, you will may be able to get a replacement, probably either the Studio XPS 15 or the XPS 15.

So, in answer to your original question: no, that is not correct. I know for a fact they will replace computers older than 2 years as long as you are under warranty. However, it is possible that in your case they might not want to because your warranty is almost up while I have almost 2 years left still. I would demand to speak to a supervisor.

 

Not correct at all. They don't want to do it because there is a lot more the technician needs to do to get it done. They also need approvals from a manager (not the one who you get to talk to when you demand one) so its needs to be justified.

Fortunately for you, this is more than justified. That is far to many parts to have replaced. They won't let you pick what they replace it with, but it will be like/better and if it isnt fight them on it. Don't take no for an answer. They had their chance to try and fix it.

If you can't get anywhere on the phone, try this link. It's slower than calling them, but should help. https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen

 

They told you wrong. I had my XPS 1530 replaced after 2 years of ownership (because I had over 3 GPU Replacements), and other issues.

I would push for a replacement. They don't make the 1530 anymore, and replacement parts can be more costly to them.

If you don't get anywhere via the Unresolved Issues link, attached by OP above..you can try Dell Twitter Cares, or even e-mailing if you have to.

You can try this LionelatDell (he is well known on Dell' Community Forum site, esp. for the Nvidia problems on the 1330/1530), or this one also on twitter: DellCares

There is also this e-mail list: (several will bounce)..but I would start with Michael Dell's e-mail. He has a team that works with him on resolving issue request.

Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]
Susan Sheskey
Senior VP, Chief Information Officer
[email protected]
Andrew Esparza
Senior VP Human Resources
[email protected]
Paul Bell
Senior VP and President, Americas
[email protected]
Stephen Felice
Senior VP and President, Asia
[email protected]
David Marmonti
Senior VP, President, Europe, Middle East and Africa
[email protected]
Brad Anderson
Senior VP, Business Product Group

Good luck!

Cin...

 

So it's worth upgrading to a 3 year warranty right? I have the 1 year basic warranty.

 

^^I got the 3 year Complete Care warranty and was very happy. I have used it several times.

I think it depends on how long you plan on keeping your lappy, the cost of it, are also determining factors. If you get it and decide to sell your lappy, you can transfer the warranty over to the new owner.

Cin...

 

thanks for the advice guys, but is it too late to push on the replacement system if the parts are sent out already?

 

No. The Technician can always send them back. You have some issues to present, and you could use the links provided to help you get some resolve. Also, be sure to document "every" communication you have with Dell on this issue.

Or, you can have the Techn. fix and wait for another problem to pop up.