My 10th (approximately) and last Dell purchase

I placed an order for a refurbished Dell XPS M1330 notebook on June 26th, 2008. I received the system on June 30th only to discover that the chassis of the notebook was crooked and its four corners did not make contact with the surface it was placed upon. I requested assistance and a technician was sent to my home. Unfortunately, his replacement part was also crooked. About three days later, I was issued a return shipment package to send my system back to the Dell Depot. After it was returned to me approximately around July 10th, I discovered the same problem persisted. I put the system on all kinds of surfaces, so it's a problem with the system itself, not my desk, etc.

I was able to get a hold of someone in retention and was advised that another refurbished system with equal or better configuration would be sent to me. As of last week, the status for that system showed as "In Production" with a delivery date of July 18th. It is now July 22nd and I still have not received my laptop. After hours on the phone with various Dell departments, I was informed by a "Curtis" that the delay was due to a shortage of batteries for this particular system and that it would take anywhere up to three weeks for me to receive it. When I suggested he expedite the delivery by putting a larger battery in, he pretty much told me I could go screw myself.

This was too much and I called, on July 22nd, to have that order canceled and a return label to be sent to me for the original system as I was no longer willing to play Dell's waiting game and wanted to get my money back instead. However, I was informed that since 21 days from the date the order originated had passed (ridiculous in and of itself - what if there had been a delay in shipment?), I would not be able to get my money back and furthermore, that there would be approximately 16 business days before a replacement system could be sent to me.

This situation is absolutely beyond belief at this point. By the ineptitude of Dell's various phone representatives, the company has effectively cheated me out of an opportunity to return the system, get my money back and forget this whole thing has ever happened. It has also left me with a system that I cannot type on and no time frame for delivery of a new system. Dell was also completely unwilling to honor any kind of concession for my troubles, placing the blame and the impact of the incident squarely on my shoulders.

Never again...

 

Wow! most people couldn't get orders in for new ones in June 2007. Might you mean 2008?

John

 

Crap! Yes, that's what I meant.

 

LOL... you had me spinnin'

 

dude dont scare me, I m going to buy my first dell That really sucks but every company is like that, trust me, they dont ****ing care for their mistakes as it is not written in their handbook about what to do in such a situation.

 

you bought a refurbished.....i dont blame DELL )

 

better business bureau is your friend... dell will bend over backwards to help you if you go through them...
just went throught them with alltel with great success.

 

Indeed, no one likes bad names, especially now when the market is getting more competitive.

highlanderfil, you should do something like this^^... refurbished doesn't mean that you'd get a unit should have such problems (unless it's mentioned like cosmetic faults or whatever). I had good experience with Dell but I wouldn't hesitate to take such action if they piss me off.

 

Mine had the crooked chassis problem, but I didn't want it to be replaced, knowing that it will be the same thing for the next one (which is confirmed by your experience). Instead, I just put an extra rubber foot -next to the original- on the battery, which raised that corner about 1 mm leveling the computer.

By the design of the m1330 (thin at the front and bolted from sides to hold the frame), it is very easy to over tighten few screws and get the front end to bow. Luckily, I paid around $800 (-$100 Gift Card for service trouble) for this computer. If I were to pay ~$1,500, I would be mad though.

Good luck!

 

Oh, I see. Very intelligent response. So that means that they get to send me something that wasn't tested like they say it is and then treat me like crap when I'm not happy with it? Lovely. What, you work for them or something?

 

Will do. I already went to Planet Feedback and a Dell rep has gotten back to me. If he can't do anything, off to BBB it is.

 

Thank you!

I've bought from Dell Outlet many times before (see thread name). Never has it been quite this ridiculous.

 

I paid $900 and quite frankly I'd expect something like this from a $400 Acer sold at Office Depot. Not from Dell. I don't want to do my own handywork on a system that costs close to a grand.

 

2cnd'd


A refurbished system will not be the same as a NEW one.

You take risks by being cheap a getting a used one for less.

That doesn't give Dell the right to neglect you on the other hand.

Better Business Bureau is a solution

 

Yeah, but it shouldn't be BROKEN! If it bounces - it's broken - no two ways about it.

Sure. I take a risk it'll have a scratch (it does, and I don't care), I take a risk it'll have a big fat "refurb" sticker stuck to its bottom which will make it difficult for me to re-sell and I'll take a risk of knowing the system was not built to my exact specs and I have to live with that and I'm fine with it. What I refuse to take a risk on is a system that has NOT been tested (a blind mouse can use that thing as a teeter-totter and see that it's not even) and, to top it off, I refuse to take a risk on being Dell CS's laughingstock. Thankfully, Ben from Dell's Customer Satisfaction department is handling it. We'll see what he can do.

 

I dont think this problem has anything to do with computer being refurb or new. As I stated above, mine was new and had this problem. I know at least 3 more people who bought it together with me and have the same issue.

 

If that's the case, I might be better off staying away from the XPS M1330 altogether. If I can force my way into returning this system, perhaps I could get an M1210 as a replacement. If not, what other substitutes should I look at? Need discreet graphics and 12-13-inch screen and price around $1K. A daunting task, I know. Would consider a MacBook but don't want to go there yet.

 

Well... not all of them have this. We have two m1330 laptops at home and only one showed this problem.

 

refurbished is refurbished.....it's like buying and comparing 2nd hand car with brand new car.

it's your fault of buying refurbished, but freakin dell should accomodate your complain and give you another refurbished

 

Wow, I have purchased 3 XPS1330's from the outlet in the last month and a half and the only way you could tell they were not new is the refurb sticker on the bottom of them.

Sorry for your hassle. Hope it has a happy ending.

-Funk

 

I sincerely hope the replacement (if it does arrive) won't have this issue.

 

Actually, how much do you know about just exactly what a refurbished Dell is? I know quite a bit. Basically, in 80% cases it's a brand new unit that was either returned or an order that was canceled. It should NOT have overt defects such as this one, so no, it's nearly idiotic to expect this kind of bowleggedness on a laptop. I wouldn't mind another refurb unit at all - as long as it doesn't bounce.

 

My experience exactly. I am typing away on a refurb Dell desktop right now. Love the thing. I got a $2K system for about $1K and haven't had one complaint.

 

get Michael Dell on the horn and give him a good earful.

 

I think the trouble was that you accepted to have a technician come and repair the computer. You should have just rejected the laptop straight away and have it logged as DOA as such, then have it taken away while they build you a replacement. That way you might actually have your 21 days return intact.

It unfortunate you didnt get the right system to begin with, but IMO this isnt such a serious issue to be put off by Dell forever. The repair didnt solve the problem so they offered you replacement which was delayed, and you just complicated matters because you now wanted to return it for a refund...

I suggest you speak to a higher level customer service agent or write a letter to complain if you are that unsatisfied.

 

I think the problem with that is they don't build you a new one unless a technician comes AND you send it to depot unsuccessfully. Plus, I didn't want to be without A laptop for another three weeks.

I'm a reasonable person and one bad incident doesn't ever turn me off a company, but the reason I'm put off Dell at least for the time being (and given the prevalence of outsourcing, I doubt it'll get better) is the absolute helplessness of their customer service reps who can only regurgitate the robotic phrases they are taught to say. They offer absolutely zero help when a situation gets at least a little bit complicated. I was fine with the replacement because I like the computer (minus the crookedness), but I wasn't willing to wait three more weeks for it when their own website gave ETA of last Friday and when I called and asked about it, I was told that it would update (it still hasn't). If I knew it'd take three more weeks, I'd ask for my money back right there and then (I'd still be within the 21 days).

I did. I copied my entire first post from a Planet Feedback posting I made. Someone from their customer service is in touch with me and offered two options (as counter to MY two options):

1). I purchase another system from the Outlet and he credits me the difference. Fine, but apparently, according to him the credit will take a few weeks to process? Ouch!
2). He can see what he can do about expediting the order (how?) and getting me an additional credit on my account.

The second option, if it's at all feasible, seems like the better one right now.

 

I hear what the OP is saying, but I've been buying Dells since 1992 and have bought several other lines during that time. Every other one has been less compatible, less well-built and less well-supported.

 

My issue isn't even with the compatibility or the build. In all honesty, this is the only one I've had major issues with (aside from keyboard and touchpad issues on a E1505 and 1420 which were handled well). I have bought two E1505s from them (one for an ex-coworker), an E1705 (which I LOVED, that thing was a monster), a 1420 which this system was due to replace and an XPS desktop which was a true bargain if I ever saw one (purchased a year ago for roughly $1,100, it had a quad-core, 768 MB 8800 GTX, 4 GB RAM, 500 GB HD and a few other toys) and now this one, which is a great little laptop minus the issue that was really minor before Dell turned it on its head.

Their love affair with India, however, will be their downfall. Don't get me wrong - I've got absolutely nothing against anyone from there (and the only reason I'm picking on India is because I'm always connected to someone with an Indian accent), but it's exceedingly frustrating to be on the phone for an hour with someone whose basic English skills leave much to be desired.

 

Bingo (but Dell is not alone).

FWIW (not much to you, unfortunately), we had a go-'round with a refurb Vostro last year; after a few weeks what we got was a new machine, so it had a happier-than-expected ending. Was a little frustrating getting there, though.

 

Well, they've finally put together my system and are overnighting it to me. Will have it tomorrow and post when tested. Hopefully Brad can also work out some kind of credit to my account like he promised.

 

Well, six weeks and a lot of e-mails, phone calls and tech visits later, I finally have a functioning laptop. Thanks to Brad from Dell's Outreach program, I got a brand-new replacement delivery "expedited" (took two weeks as opposed to a month) and now have a same-config system, only brand new. The only problem was when it arrived, the LCD wouldn't power on. Got it replaced today, working well and waiting for an e-mail from Brad re compensation for the trouble.

I'm glad they finally got their ish straight, but man, it should NOT take this much effort...

 

Lesson learned ight?

 

Yeah, either don't buy from Dell or expect this kinda crap from now on, unless you have an outreach guy on the phone...

 

you could have just done the dime trick (put dime under one corner, push laptop down, take dime out, problem solved.

 

Uh, no thanks. For $900 there is absolutely no reason I need to be doing that.

 

Geez - so they sent a new one, and the LCD was bad?

Dang - so much for testing - unless the Samsonite Gorilla was unloading your box, in which case, a li'l more packing material is in order...

Sad to hear the episode, but glad it ended happily for you.

Moral of the story:
Delivery time is 8 weeks for a *FUNCTIONAL* laptop!

Defective Electronics and Lousy Laptops

I have a 3rd week of June Latitude 630c that's on it's 2nd mainboard, 2nd LCD, and now waiting for it's 3rd hard disk. unbelievable for an $1800 "business laptop" that's like 6 weeks old. Guess I haven;t reached the 8 weeks yet, to have a fully-functional laptop. My wife's POS $349 Compaq C712NR hasn't even burped in 8 months, and it's been going with her to school, and playing at night with 2 teenage boys.

Never had this issue with my Lat D600, I noticed QA issue on the D610, and the D630c has just been a total nightmare. Thank goodness I copied the stuff to the 630, and not a "move." I would've been totally screwed!


T

 

It would have been a lot less trouble. More than one person has posted here that they "fixed" the uneven base on their laptop by putting it over their knee and pressing on the opposite corners.

 

This is the downside to using an Magnesium Alloy base. Mag-alloy is not forgiving like plastic, once you flex mag-alloy it does not flex back. I can make just about any M1530 unlevel (bounce) by simply flexing the base. This is a fairly simple issue with a fairly simple fix. I would expect alot of these systems to have this probelm due to handling and/or shipping issues.

 

Right. Accepting an inferior product for my money would definitely be a lot less trouble for Dell. Too bad I don't feel like doing home repair on something that was supposed to be right out of the box. This is exactly what Dell would have wanted me to do, I suppose.

 

The new one stands perfectly flat even after having been disassembled and put back together.

 

Well, to be fair it's not 100% certain the LCD was bad - a contact could have gotten knocked off en route or something. I'm just playing devil's advocate here because I still somehow have faith in Dell's QA team. Why? Don't ask. Maybe I want to believe the best despite being constantly disappointed.

Amen to that.

More like six, but still, it shouldn't be like this.

Holy crap, I thought I had it bad...

Yeah, it seems to be hit-and-miss. I have ordered what I can count as five laptops from the Outlet: 2 E1505s, 1 E1705, 1 1420 and the M1330 and a desktop (an XPS which I LOVE) and this has been the first time I had a problem of this magnitude.

Also, seems as though Dell has gone away from the practice of giving concession coupons (one was CERTAINLY warranted in this case). And the CS has gone from bad to atrocious. Which is all why if I do ever go back to Dell, I'll at least be prepared for this kind of outcome.

On the plus side of this thing, I did get something from my trouble thanks to the first post on Planet Feedback (before this thread and the second post), which Brad from the Dell Online Outreach Program read before it went from bad to worse (so he witnessed the idiocy firsthand and expedited the replacement). For my trouble, he's getting me a Belkin bag, a 9-cell battery (I have to send the 6-cell back) and a plug-in Audigy card (which will have to be swapped with the TV tuner, but come on, how often will I use the tuner on a laptop?). He must have been happy when I didn't insist on a credit to my account...

 

Well...it had a happy ending.

Actually, I CAN say that with Dell - being an enterprise customer, we get taken care of, and quickly usually. I can't complain about the service, but if the initial quality was better, honesly, I'd have no complaints.

T

 

Yeah, a friend of mine buys nothing but Dells for his company. He hasn't had one complaint.

On a side note, I did remember another problem with an Outlet purchase. The very first E1505 I bought back in 2006 just recently had a battery fail (I had sold it to a client of mine so I still work on it when they need something installed or fixed). Dell's replacement parts cost something ridiculous, but luckily there are always third-party shops.

 

Thats not surprising at all. This doesn't change the fact that systems that use a Mag-alloy base do and will continue to have this issue. In fact don't be surprised if your system "develops" this issue in a few months. Its a simple problem with a simple solution.

 

Well, at least it'll be something I can then blame on myself more so than Dell. That I can live with.

 

Compensation:

- 9-cell battery to replace the 6-cell
- hardware Audigy card (too bad it's one slot for two cards, the Audigy and the TV tuner, but how often do I use the tuner on a laptop?)
- Belkin messenger bag

I've gotta say, Brad must have been pretty happy I didn't end up asking for an $$ amount.

 

Those are pretty good compensations. The 9-cell is worth some bucks these days of over-inflated battery prices.

I did want to add, though, that I don't think it's unfair to place all the blame on Dell. Although there was some timing problems with Dell's service, ultimately, it is your responsiblity to keep track of time and your return period window. The day before your 21 days is up, I'd be on the phone to Dell asking for an extension or demanding something to allow you to wait, and if refused, then cancel right then.

My past experience has shown that you have all the power in the world with Dell to get what you want on days 1-21, but on day 22, you are powerless. Take advantage of those 21 days, and don't let it slip.

But, in the end, you got a new unit and some freebies, so, all is well.

 

Yeah, definitely. Plus, it doesn't make the laptop as heavy as I thought it might, so I can actually take it to Europe with me.

Yeah, the last sentence is right on, but I couldn't even fathom that it would be like that. If I got the laptop on the 18th, like I was supposed to, I would still be within the return window. Of course, if I got it on the 18th, I'd have no reason to want a return. And they wouldn't hear anything about an extension despite the fact that the process hit a snag on their part.

Yeah, true...

Yep. I like the laptop, like I've said time and time again, I just wish it didn't take a month and a half for me to get it up and running.