Dell trying to screw me! (Warranty Questions)[Pics]

First off, I have the L702x at the bottom of my signature. The important stuff is beneath the *** below

Basically, I was just doing some light Skyrim-ing in 3D and next thing I know it turns off and smells heavily of o-zone.

So I do what any intelligent person should do.. I grab my drives to back up the data to another computer. Well, neither my 750GB or 500GB drives are spinning or being recognized by two other PC's.

So I dig further. I try all 14GB (3x4GB+1x2GB) in another system... no post on any of the sticks in the other machine.

One 500GB HDD and 8GB of ram were purchased by me in the system. They refuse to help me with anything. I work for Google and have lost a TON have important data (the 500gb was a back up). And this is taking TONS longer than I'd like.

I've also tested the keyboard and Bluray drive, both not working on a friends Optimus L702x.

My history with this current system was okay... I had a 4GB stick go bad about three months back. I also had the left side of my keyboard fail, as well as my touchpad mouse buttons fail... if my memory serves, this was before the memory failure.

I'm thinking I may have had a defective unit to start with and it was only a matter of time before something like this happened.

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I've been emailing Executive Customer Support for about 2-3 weeks now. They sent out a technician with the wrong parts. They refuse to replace anything but the motherboard. And they keep saying I can't get a replacement and sending me a link to "limited hardware warranty".

(This link is what the send me)

Here is a screenshot of my current warranty support on Dell's website


How can I convince them to send me a replacement? Are there any other methods of contact? Does anyone here know the intricacies of Dell's XPS support? Last I checked, Dell had an "equal or better" policy. What am I missing?

Any help would be greatly appreciated! Thanks!
Travis

 

so when they replace the mono and the laptop STILL won't work then you might be able to press for a replacement. if not they will be replacing your ram and hdd as well if they are dead, but i doubt they will do anything about your added parts or the lost data unfortunately. why would you not have external backup if your work data is that important out of curiosity?

3 weeks is ridiculous btw.

 

It was backed up, but I guess I was being naive on the time between off-system back ups. I can understand maybe my main 750 failing, but it was my secondary drive that died. It would have been no different if my home server died. I have back ups, they're just old.

Anyway, I'm stirring up a storm on twitter, facebook, linkedin, forums, and emailing every I can think of at Google and Dell.

There will be blood.

 

yeah i meant no disrespect or whatnot, it sucks either way.

how old is the system? do they even have an eta for the next time wasting visit?

i have to figure out how to get a job servicing these things so i can actually help people out :/

 

Typically Dell replaces new laptops that have failed within the first few weeks of receipt, and units that have had 3-4 repairs and still have problems. (or if parts are no longer availaible)

If you do not fall into this area you pretty much have to let them try to fix it and if after a couple attempts the computer is still not working you can usually escalte the issue and demand a replacement.

Of course any upgraded parts will not be covered, and the original parts may need to be reinstalled in some cases.

 

For starters, don't try to self censor your post, next time is it an official infraction. I would call up Customer Service and explain your situation and ask for a replacement.

 

I got this one in July, and like I said, it's already been worked on twice. I've been refusing multiple technician visits.

I've actually gotten a replacement from Dell that wouldn't even work from the moment it arrived lol, it was a refurb. I wasn't too happy about that one.

And I can understand the 'several' repairs policy, but I figured I'd get a little slack considering it's been worked on twice and literally everything was fried, plus my own parts, plus my data sensitivity. I've been very nice and made multiple points for my case, but oh well.

Sorry, didn't mean to And I'm already talking to Executive Support in Austin. Since they won't help, I've taken to forums, linkedin, twitter, and emailing both Google and Dell employee friends. I've gotten a few good people at Dell to talk to me, so we'll see. Twitter was actually really helpful, I'm surprised with how many people got back to me so I'm crossing my fingers that they can help a poor guy out.

Anyone I've sent this to read, thank you so much!