Do you call em a defect?

Hello Taurian, I had gone through almost the same thing when my LCD was replaced. A guy from wipro had come who damaged and handled my laptop in a ruthless manner. I was in mangalore that time. So I mailed the customer care and asked for a replacement straightaway. They finally agreed to replace my laptop. Just name the guys who had come to repair the laptop and tell DELL exactly what they did and ask for a new one instead of a refurb. I am sure they will do that..

 

just now spoke with tech support manager, i told evertyhin what has happened n also sent him pics with the earlier one b4 fixin, n also the pics taken yesterday, he said within 24 hours he will try to resolve this issue, n replace those parts. also assured me sending a experienced service rep.

now waiting for him to get back to me.,

regd replacement, i don know how to claim for replacement, as you did, wenever i call customer service they put me to tech support don know why,

whom i need to speak if i need to go in for replacement, tech support or customer service?

 

just had a talk for an hour n so with tech support n customer service rep,

they say since my laptop is 45 days old they cant replace with new one, if i still insists to get new replacement, they told get me approve from tech support, once they get approve from tech support they will only replace it, if not they say they will fix it.

trying to talk with tech support again. huh he say he will fix it, no word of replacement

 

Tell them very firmly you are not going to accept anything less than a complete new replacement (and get all your emails ready, pictures and phone calls, names of tech support guys you spoke with, since you had issues SINCE day 1).... and tell them if they are not replacing, you are not going to accept it.

 

all day went talkin to the manager, his name is francis, he said he will replace those parts, tho i asked him for new replacement, but hes not ready to give me new replacement, he kept saying we will fix you, n replace those parts.


wen i spoke with customer service dept, he said we will replace if you get approve from the tech support manager, but that manager is annoying and he said he will fix it with new parts, no replacement.

there is no higher authorized person then francis in tech dept, hes the only manager whom i need to talk with, i told my laptop is 40days old, n he kept saying we will fix with those parts damaged by tech rep.

i think they wont replace with new one,
that's what went thru all the day, hes the only manager to talk with, no other is available(mean to say he is the head of tech)

tho customer service is willing to replace, this manager is not allowing, hes trying to convience me to keep it by replacing those damaged parts?

the customer service said get an approve from tech support manager we will replace you with new one, but this manager is convincing me.

dont know what i can do, hes not accepting my word.

what can i do now? who i shd talk?

 

this wat he said..

I have sent all the damaged parts to your address. And I am also sending a senior engineer. We will make sure the issue is fixed. And apologies for the problem created. Unfortunately system replacement is not an option when the system is repairable and under warranty.


he says theres no replacement, what to do now?
im replying him to his mail demanding the replacement.
help me out,

 

Ok wait for this new tech guy and the new replacement parts... And see how it goes.

And since you are already having so many issues, as soon as the tech guy is there, I would start taking pictures (well not of the tech guy, since that would be like intruding on his privacy if he wishes to maintain it) but take pictures of the system just before the tech guy is going to take it apart and take pictures every time a new part is replaced and then once everything is in place, check the system completely and take the new pictures... and see how it goes..

BTW, how come last time, you just let the tech guy go away when you knew the parts were not fixed properly???

Anyways, this time around, ask the tech engineer to wait while you check the system completely and MAKE SURE *YOU* are happy with your system.

 

Hi taruian,

I am following your thread since you started it and definitely sympathize with your situation. I can't offer you any advise since it is very difficult to deal with some people who absolutely believe that they are right(seems the tech manager is in that category), but here is what I advise you. Chat with some one in US not India and let them know this the problem you are having still Dell India is a subsidary of Dell USA and all the people are answerable to some one here in USA.

On the side note, do you think other companies are better in terms of support in India like HP or Asus? I am planning to send a laptop to my parents and dont want them to go through hassles like you are going thr' with Dell.

Let me know if you have any information.

thanks

 

AFAIK, HP and others are even worse and all my friends back there have had absolutely ridiculous experience.. and now they have all settled down with Dell and they are pretty happy and pleased.. what Taruian is seeing is probably the few cases where things have gotten scre.wed up but in general Dell service is not bad.... but for this case, without meaning to hijack the thread, I would again stress to the OP to be patient with the next guy and carry out all the checks needed to be done by a customer...

 

hi fonduekid

after that guy fixed, i did checked n made sure everything was ok, you know i live in a small town we have power failures frequently, by the time he fixed it was around 6.20pm n it was dark tho, i managed to see as he booted everything went well. later in night i just have a check again then i came to see these damages caused by him. what else i can do as he was not from dell, tho dell sent him, i don even have camera to take pics, i borrowed it from my friend.

as he finished his work, he left in hurry, coz he travelled from far away, but you i did inspected in evening, i felt ok later on i did inspect throughly, tho i have showed him if i knw the damage to what extent he did, he has no other stuffs with him, i bet he d have caused more damage while fixing these stuffs, anyway i dint know the damage he did, but i dint say anyword coz the way he used the tools n he slipped it many times inside my lappy, what i can do? scold him or sent him back.

but right now i have sent a mail to the manager demanding for new replacement, and i said im not going to accept this one or any repairs further performed. also said i don accept.

tomorrow is holiday so they say they will get back to me on thrusday.
lets see how it goes.

 

hi sunnyoc,
don expect any service from hp or other companies here in india,
its better to go for dell, at least you can fight for your cause, since dell ppl atleast reply for your quiery.

here in india, dell have ppl hired for tech support are kinda those always trying to convince you to keep the product in spite of defect certainly feeling like have no issue. they are trained that way.

don go for HP or ASUS they have worst support, you know i went for booking an hp laptop, i did made invoice n quired the customer care, you know what they did, to inform me for purchase of new hp laptop they called me after a month n so and asked are you willing to buy this model, wow thats funny, i had already bought this xpsm1530 and it was a month n so.

never buy hp or asus or anyother brand for india, coz you will fed up with their support and those answers by tech ppl.

i suggest you go for dell and make sure your warranty applies to india, as i have talked with tech support they say they don provide service here in india unless you have international warranty applicable.


never go for asus or hp or anyother brand in india.
remember you are talking bout service in india, pretty worst.


bye n have a nice day

 

Thanks man for your quick reply. I did inquire with Dell USA about the warranty and they said if I get 3 or 4 warranty that would be an international warranty and valid in several countries including India. So I am definitely looking for a Dell XPS 1530 or better version of it if they do release it soon. I am going to take the 4 year warranty and see how it works. I have my eye on E6500 also since it looks better and has a better processor P series vs T series on XPS.

Thanks again for the input regarding service issues in India.

 

Taurian, When I had emailed DELL, next day I got a call from Ms Precilla, Her phone number was 08025068268 or 08041197969. All this happened exactly 2yrs back and I insisited that my laptop was under complete care and their TECH handled my laptop (Inspiron 9400) in a very ruthless manner; therfore, they should send me a brand new one cuz the fault was not mine in the first place. I told them that I don't want repairs on my laptop anymore. She talked to her manager and I even got calls from WIPRO about them sending the best guy but I refused. Finally after 3 days they agreed to send a new laptop and even upgraded my graphic card to a better one.. So just keep insisting and ask for the manager.

 

OK

I am a moaner ask anyone on this site, but my dell xps1530 has the same small gaps that are not even a mil wide, yes maybe they are trying to cram too much into a small package, but too be honest I dont even notice it.

I have the same problem but to speak to Dell in the uk the indian call centre peole read from a book and if it is not contained in the book they blank you or put you on hold or say they will call you back.

By the time you have gotten so mad you are ready to jump of the empire state building and the cost of the calls, I just said to myself its not worth it.

Even the little plastic cover you have to cover your touch media at the top is excactly the same, the little bit ripped of on the left hand side.

But hey if you bought another laptop You. me and everyone else would find something a little bit wrong, and trust me , I looked at many and it took me 6 months of hard looking and internet surfing and talking to people before I landed the XPS, I am happy apart from the Customer Service and the Graphic card issue.

But people have said no matter what computer you buy the after care is s$%t, I even owned a good Mac and they are amaerican and they had a voice (customer service and sale tone) that just made you want to slit your wrists, they could not be bothered, and they are supposed to be good?
^^^^^^^^
ps Im not saying I dont like the accent of the americans or Indian people but there is just no quality anyomore, no happyness, they know we will buy, as people need computers and if you go elsewere its the same thing,
SO WHATS A BROTHA TO DO?> ...

I work for insurance and we treat our customer like gold, and if a complaint comes in we offer anything we can just to stop it going any further like 10-50 bucks. The customer is happy. and we can solve the problem before it becomes a major issue,

 

hi canada16

what i say is, you are paying so much for the stuffs whatever you buy also for the quality offered, everyone knows b4, the product n the company wen ever they gonna made purchase,

n you are paying so much, what d you do if you get a poor quality? are you happy that you got a branded one with the poor quality?

its we the customers make any companies go beyond reputation, it we the one who identify the faults n defects which ever comes during the life time of that product, you know companies get feedback from customers to improve their product quality n therby preventing the same defect in ther prodution line.

these stuffs take time, major companies are already working with zero defect policy means no or little acceptable defects.

since they test thier product, n ey offer warranty it does means you are paying for it and they providing the good support for the product during its warranty. since the companies doesnt want to lose the customers, what ever the situation it may be.
most companies provide goodies haha to keep their customer intact wit them, thats the best thing they do to keep their customers.
if they do such why not they provide better support?

if not they just sell you their products for everyone wihout warranty, then if you had problem with life time, whom will you ask,? will you repair by yourself,

 

https://support.dell.com/support/to...lcare/outstanding_issues_tech?c=us&l=en&s=gen

that is directly for the escalations dept use it !!! trust me they are about the only ones who really seem to get things done

 

hi thx for the info, yours been since 2 years, i guess now they have been changed, i have talked with customer service, they have issued me a damaged order case number today.

lets see how far it goes?

 

thx m8, i will be filling out those form too, i will check the country to india, n fill it out.

 

i had a talk with customer service dept last evening, regarding the new replacement, i did showed the pictures of my damaged laptop by their own/hired service rep , to the customer service dept, they have issued my case number under damage order.

the person from customer service told me tat he had reported my issue to his manager and to the engineering dept. but don know what he exactly mean by it, hes not available today coz of hoiday, he said he will get back to me on thursday. thats he said in his last mail b4 leavin from his work to home

im attaching the picture of it, what this exactly mean?

 

tha means simply they are investigating it to decide what they will do

 

i did notified the customer care regarding the damage did by their own service rep on 1-Sep, sent the mail to cusotmer serivce on day 1 itself since non availability of phone after 6pm.

morning on 2-Sep called in customer service and notified them again by call, that day evening customer service gave me case num regarding this issue under report a damage order.

3rd was holiday coz of festival.

4th sep i received call thrice from tech support saying they are sending senior engineer to repair my system, i refused, and i demanded them new replacement as its my new system. tech support went into silence, again i never heard from them. last evening i called in customer service to know the status of my case number which they have issued. they said they are still working on it.

this morning i checked my case number, it says last updated 4 sep, work in progress.

now its been 5th day, haven't heard from either tech support or customer service, every time i have to make call to em, and remind em about my case.

don know whats going on?

 

it's common in XPS range i too have some problem likes urs in my XPS M1330. but i had 2 more serious problems and i complain on next day i got my system and now waiting for system. but i am sure NO XPS system have perfect fittings. because they have not used much screws. but overall look is beautiful.

if u have 3 years warranty then no need to worry if anything major happens ask for part replacement.

 

i don have 3 years warranty, all i have is a year premium warranty.
today morning received call from customer care, he said he will be dealing with tech support, n said no need to worry about it n he will update everything by today evening.

so im still in waiting for the things to move on.

 

what is ur invoice date? is it older then 30 days? if not ask them to upgrade ur system to 3 years warranty for free.

 

he got his system long back... much more than 30 days

 

hello everyone

finally i have received mail from customer care today at 7.30pm, they said they are sending me new replacement. this is what they have said in mail

"Further to our discussion, I am glad to inform you that I had received the approval for the replacement of your laptop. I had spoken to the technical director today in the afternoon for further clarifications and got the approval. I will send you few documents to you shortly for the collection of the laptop. I will call you on Monday and explain you the procedure. Please be assured that I will follow the case till you receive a new laptop. Thanks"

i thank you everyone here in NBR for helping me in everything n supporting me.

just have a question, since its my new laptop, i guess they wont send me a refurbed one. tho i have a question to ask.

how to check the laptop if its a refurbed one or not?
what care should i take to inspect my new laptop?
does my service tag changes? do i get new service tag or they confined to use my existing service tag?
when i checked the dell website they have no T7250 processor which was available at the time i bought.

im wondering if what processor they provide me? im just worried that they d change my existing configuration due to the non availability of the required specification? if its available im fine, since no change will be made to my existing one.

thank you very much for everyone for supporting me in this issue
keep up guys

 

Make REALLY sure if it is a refurb or a completely new replacement!! IMHO, from what I have seen, I think it might in all probability be a refurb... and as to find out how if its a refurd, there should a green sticker at the bottom of the laptop I think....

And I think you can write all the above questions in an email and send to that guy and ask for the clarification or answers.... no matter what, they are the best people to tell you what you will be getting, the changes and everything... So make sure about the system configuration you are going to be getting....

 

hi fonduekid,

on that day i mean on 2nd sep wen i spoke with CSR regd the replacement, he told me that he's not going to send me refurbed one n it will be a whole new replacement.

shd i believe in his words?

i just sent reply to the CSR asking him clarification regarding the above questions of mine, since its holiday on sat n sun, prob he will be replying me on monday morning.

anyway monday i will be demanding them for a new replacement, also i have firmly told him on mail i will be sending it back if i get the refurbed one.

since its my new laptop, i don want to go in for refurbed one.
can i send it back if i do get the refurbed one ? will they accept if i send it back?

need to wait till monday

 

Well, if they said its a new replacement, then probably it is... and also may be they decided to ship you a new one since you were having issues right from day 1.... and the tech guy just made it worse recently.. so probably you would get a new replacement... I hope you do.... ( at least, to shut you up for some time, they should send you a new one... ) j/k mate...

Anyway.. and yeah another thing, since they said its a new replacement, don't bother them too much or call them again and demand again or whatever.... be patient to see what the reply to your email is and then check your system configuration and everything and wait for the system Don't push them much..... I mean, be firm and polite (which you have already done).. Anyway, I sincerely hope you get a good system soon Cheers and good luck... for now, don't worry much, go and enjoy your weekend

 

Now wait for at least 15 days for new system. First they will pick up system (if express pickup then next day you may get new system order no.) from you and once they received they will send give you order number next day.

You will get new Service Tag on new system.

If your processor not available in stock then they will give you upgraded one ( i got once )

If refurbed then there will be sticker on bottom. Saying refurbed.

 

i live in india,

Invoice date is 18-7-2008
Delivered date 23-7-2008.

now it been around 52 days im using my laptop.

i had an issue, which i early quoted here regarding manufacturing defect, n there in Service Rep damaged my new laptop while fixing it.

when i noticed the customer care regarding the damage, it was on the 40th day. They have issued me a case number and they worked on it for around 10 days and agreed for replacement.


im just making new post regarding the Refurbed one, n i read almost all thread here in regarding replacement made are refurbed one.

what are the chances of me getting a Refurbed one?

what are the chances of they providing the new whole new system build as a new replacement?


is there any chances for avoiding the refurbed one?

if once i sent my system to them, is there any chance of getting back my system?


if i got refurbed one, can i send the refurbed one back to them if i came to know its refurbed?

 

As fonduekid said,

"In your case, unless you have it fixed at home / on site, most probably you will get a refurb system only, as per dell' universal policy.. but u cud try / ask / beg for a new replacement, but I have no idea if you will be able to get one"


how can i avoid the refurbed one?
im asking them new system from the day wen their service rep damaged my system, its not my fault?

 

I certainly hope that everything turns out okay for you.
I would think that after the tail chasing that Dell gave you they would send you a new (not refurb) laptop. Keep in mind that alot of times when you get something refurbished it is not a bad thing. I have purchased refurbished items in the past and inspected the things I have received.
I bought a refurb'ed computer and basically the only part that was left over was the case, everything else had been replaced with new components.
Good luck with the new laptop!

 

hi ncbfc

i have written the same issue in dell's forums, as most users say i get refurbed one. i will wait till i get, n will write back here in what system i have got.

finally a question left unanswered?

if i got a refurbed one, can i send it back to dell? will they accept if i send it back, i mean the refurbed system?

where exactly the refurbed sticker will be? on that brown cardboard box? or at the bottom of the laptop?

 

I dont know if you can send it back *but why would u want to send it back? because U dont want a refurb but only a new replacement?*

it will be on the bottom of the laptop

 

yea fonduekid, i d send it back coz of refurbed one.

i will let you know more about this issue tomorrow.

 

If that is the idea for u to send back, then I would guess u r in for a long haul with Dell.. and I dont think dell would accept u sending it back just because u want a new one.. if they play according to their policy, u will only get a refurb.. its universal.. but though, there is a chance u might get a new one, since the tech screwed it up much worse than it was.. so good luck.

 

thx fonduekid,

btw how to delete my new post?

im goin to bed, good night fonduekid
bye

 

go to edit your post, delete it from there or just kindly request a mod to remove it. good night (it must be very late in India right now?!?!!!)

 

After waiting long from morning for call from CSR, i did called CSR on my own again. i noticed that the person handling my case was not available right now.

so i guess his manager received the call, i asked her about my replacement.
she took my case number and service tag. n

she said " no no, we are not sending you a refurbed one, we will build a new one, just as you got ordered from factory, and we will issue the new order form and we will provide you the same configuration as of you have now".

First we will pick your laptop, then we will issue a new order form, then it will be build in a factory, it will be a new one. it will take 15 working days to send you a new replacement. No changes in my configuration.

thats what she said. hope i can rely on her words.

 

Hope for the best!!! And when you get the new order form, double check and make sure everything is fine. Good Luck.

 

hi fonduekid,

what do i need to check with?

can you help me what i need to know before and what i have to do?
since its new to me.

 

What did you do last time when you got your laptop? Didn't you check it if everything was fine? There is a thread around here about what to do when you get your laptop.. Nothing official about it, but just some sensible stuff so that you don't lose time later trying to send it back and such...

Basically, check for the build quality, all ports, any lose ports, hinges, lid closing n opening, then check the OS, components you asked for, softwares you asked for, touchpad response, keyboard response, a quick check of the USB ports... a quick check of temperature... and so on..

Search around here in NBR.. there are couple of nice threads detailing more about this..

But strange that you ask me now about what to check.. Anyways, dont worry. It should be fine... I don't think they would make a mistake twice.

Good luck.

 

Taurian, make sure you reinstall the Dell Restore OS DVD. You dont want your personal information on your Hard Drive going back to the factory.

I think what the Manager meant by check your order form was actually to review the order online. You will need the new order # which I doubt they will be able to provide before your old unit is returned. Most likely they will not create the new order until that time. See: http://cs.ap.dell.com/support/orderstatus/index.aspx?c=in&l=en&dgc=SP&cid=34396&lid=835562

You can also use this link to view your open Cases with Dell Support:
http://cs.ap.dell.com/support/icare/index.aspx?l=en&c=in&ls=ic

As before, be sure to record names, phone extensions or email addresses of the people you speak with. You need to be sure to keep detailed notes on this whole process. For example, who promised you a new system, etc.

Hope this works out for you... Keep us posted.

 

Thats a very good point, being stressed again.

This I think is VERY IMPORTANT for you NOW... As has been said many times before in this thread, you would need to keep a check of ALL these INFO now that you are going to be probably getting a new replacement and stuff.. So check again if you have a complete list of things you did, calls, emails, names, preferably in chronological order... and make a kinda of word file or something.. so that *just in case* you need to send it to Dell, you can fire off an email with the word attachment while u r on the ph with the tech / customer support.

Good luck once again.

 

hello guys,
Finally the CSR sent me 3 forms which i did filled and signed em and sent back to him just now.

The 3 forms includes

1.Self_Declaration_letter--VATorTIN
2.Declaration_Letter
3.Authorization_letter_ICC

he has answered my queries just now. he said

Thanks for your email. I am sorry for the delay in the response. I am sending you few documents which I would request you to sign and send back to me for the arrangement of the collection of damaged laptop.

The new laptop is not a refurbished one and it will be a brand new laptop which will be manufactured and sent to you.

The configuration will be of the same as it was in the old laptop. There will not be any changes in the configuration at all.

The service tag number will be a new one as it’s a different laptop now.

If there are any parts which are not available, the backend department will confirm the same to me and I will forward the details to you. Only after your written confirmation we will proceed with the new order.

If you have any queries, please write to me. Thanks.





now i need to wait for collection of my laptop.

batboy i have installed vista ultimate, i have also deleted my recovery partition, does it matters? theres now way in restoring back to factory condition.

i have backed up all my documents and data in my laptop, few data left out need to burn those tonight.


what else should i check before i send it back i mean except data?

 

i have those email sent by CSR who was handling my issue, also a copy of repair order form signed by service rep and the parts he replaced.

later in i have pictures of the damages he made, taken by me on an hour after the service rep left my house.

also a copy of mail sent by service manager saying he will fix this time by sending the exp service rep this time.

thats all i have right now.

 

that gap in the right side was deemed normal by the tech that came when i called about it, apparently its to ease the removal of the keyboard n such.

 

Hi,

CSR called me just now n said they will be pickin up my laptop by tomorrow or day after tomorrow.

since the Manufacturing plant is near to me he said, within 2 days they will receive the confirmation regarding the return of my laptop to the factory, once they receive return confirmation from factory, they will issue me a new order and it will take 3 days for building new system and another 3 days for security check and customs clearing and another 3 days for gettin it delivered to me.

he said it will be done with in 12 working days, may be earlier than it.

 

Great News! Look forward to seeing your post after you receive the new one!