Questions about System Exchange Replacement Process

Could anyone tell me exactly what I am suppose to do or wait for? I've searched the forums and some people received an email about specs, some people just checked their account for order status, and some actually received phone calls about their replacements.

Basically I've been approved for a replacement and it's been 3 days. I've chatted with tech support and all they can tell me is that it's currently in process and I will receive my unit soon. They also said it will most likely be refurbished too sigh. I haven't received any emails or order updates on my account. So far they have told me it will take 7-10 days to complete the replacement process.

I just wish I had more info about the status, specs, and shipment

 

The process can take from anwhere from a couple of days to week. Make sure you call and ask them to expedite the process and overnight shipping.

When the order number is generated then you should be able to see the spec on your account. Hope that helps.

 

I've had 2 exchanges. My most recent 1 took a month. After the order was started, I could see it at my dell.ca account.

 

Looks like I'll just wait it out. I'll wait until Monday mid day and hopefully I'll see something under my account. If not, I'll chat with them to see if a service tag has been provided. Sucks...

 

don't wait. chat with them now and ask to expedite the process.

 

Blah...chat seems to be down. I'll try again later.

 

When I was originally told I'd be receiving a replacement machine I started reading on here how the process works and found that I should be able to find it in my support history and/or my order status. When nothing showed up over that long weekend I called in and found that the original agent who had spoken to me hadn't properly entered the exchange into the system.

So, I'm with anodize, get them on the horn NOW and get it resolved to your satisfaction.

 

Yeah I've been checking my Service Status every few hours lol. It still shows the same "In-Progross/Assigned." After 2 days, the agent through chat stated my replacement is being "built" and it'll take 7-10 days for the replacement process to be complete. I will ask them to have it overnighted asap since I need it for work.

 

Sounds like they are building you a new laptop. What's your current spec?

 

I doubt it since the guy told me the unit will most likely be a refurbished unit depending on stock. I checked the outlet and they have tons of Studio XPS 1640's. I put in a request for a 1647 but I doubt it. A lot of the 1640's have 1366x768 screens too

 

You will likely get a 1080p screen if your current screen is FHD or similar. Update your new specs here when you get it.

 

M1330's are 1280x800

I will update when I get em lol

 

Status updated to Parts Ordered! Refurbished or not? I have no clue...

The only thing I can see is that it's a 1640 with an Intel P8600 and nothing else

It's a 2 line description. I'll try chat tomorrow to see if a service tag has been assigned.

 

Most likely refurbished as the P8600 isn't even an option for current builds...maybe I'll get it tomorrow...

 

Oh you wish. Not to rain on your parade, but Dell is notorious for taking forever with exchange orders. I had to endure 5 weeks with my m1330.

 

Looks like you're wrong...I get my laptop Monday. I got some nice upgrades but no 1080p screen...

I will definitely chat with them when I get my laptop and ask for a screen replacement. I was told I would get one based on what Dell currently offers, which is a 1080p screen standard. I don't really care for RGB since it was discontinued, but 1080p WLED will be nice. 720p is just too low for a 15.6" screen IMO.

 

1080p does not come as standard. It's always been a premium option. I don't think you will get it since that's not in your original purchase, but you can try and push them to replace the screen.

 

Actually right now, all 1640's come with 1080p now. Both the 1645/1647 come with standard 900p.

 

I didn't know 1640 was still in production. Are you talking about the outlet stocks?

 

Yup. Go to the US store and select Studio XPS 16. It'll give you 3 options: Core 2 Duo P8700 1640, i7 1645, and i5/i7 1647 in 3 columns.

 

I see. I hope you get it. Let us know how it turns out.

 

I can understand them not giving you a 1080 screen, but 768? That's garbage, it's a lower resolution than your last one, on a larger screen. I'd complain about that. Hopefully it'll be easy enough for you to get a 900 screen out of them at least.

 

Hey everyone, I figure as long as this is on the topic of system exchange, I'd like to take the opportunity to ask...

So, I'm about to have a 3rd repair for the same problem (screen). The quality control on releasing refurbished parts has been terrible, causing me to have to get them in a 3rd time to replace my screen. In the event that they manage to screw it up a 3rd time, under the standard warranty, do they have to exchange my entire system rather than replace a 4th time? If they do, do they exchange with a real NEWLY constructed laptop or a refurbished laptop? Thanks.

 

My M1330 had it's motherboard replaced twice. After the 2nd motherboard replacement, the laptop would constantly spike and the CPU would always be above 65-75 degrees! I chatted through Dell Tech Support and told them what happened. At first they wanted to replace the motherboard again for a 3rd time. I told them I cannot keep doing this and I said I know the GPU is faulty. After that, they offered a system exchange. It was a refurbished Studio XPS 1640. They really upgraded the specs too. It is a huge laptop though.

I believe people that usually get a new replacement is through complete care (drops etc) or having a replacement refurbished system fail on them and ask for another replacement.

 

Dell offers only refurbished system exchange by default.

 

Thanks for the insight, guys.

Is the "replace system by exchange" after 3 failed attempts on fixing the same issue a mandatory thing, or can I opt to keep my system and just have them fix the issue at hand? My laptop itself work perfectly fine, and I'd rather not risk getting a faulty system altogether all b/c of the screen issue.

And in the event that I should have to get that full exchange, do we have any say in our preferences for the exchange system, like would they run the specs by me and have me say 'okay' to it before they just send one out to me...?

 

I believe you can choose to keep the same system and just replace the parts. I was only told what model laptop I would get and no specs were provided! I had to actually to go around Dell's site and find the tracking number. With Fedex, they always put the order number and service tag in the reference/PO number box.

 

Oh, I see, thanks!

 

Update:

So, the tech finished the repairs and turns out the system touch control no longer works. They are going to send me ANOTHER refurbished 1640

Question, do I keep my M1330 and current 1640 until I receive my replacement 1640 or go ahead and mail the M1330? I have it packaged and ready to go. I'm just unclear how I am suppose to process them?

 

Return the m1330 first. Your warranty will not transfer to a new system until you return the old system, and I think you have to do it w/in 10 business days in order to avoid the billing. Make sure you keep a proof of shipping if you can.

 

jealous that you got a M11x R2...

going from the M1330 to a 1640 is insane

 

You can always sell the 1640 and get m11x (oh, and the m11x does have it's own problems!!!). Both are fairly cheap compared to what I paid for the M1330 x(.

 

GOT MY THIRD screen replacement of the last 7 days! wonderful. good thing it was the same tech each time, he's a good guy.

So turns out, this new reburb'd screen has paint scratched off the hinge. At this point, I no longer care about asthetics...I can't expect too much from these refurb'd parts. It's hit or miss. Tech says they just pull boxes off this FedEx warehouse, so Dell doesn't even check for me to make sure it meets my demands for the quality of the screen. Now, I just want to know that the construction and LCD is working properly.

Note that I said the PAINT was scratched off the hinge. Underneath it is a gray plastic! It's not aluminum!!!! wow. spray-painted on silver! (there were no stickers on either side of the hinge...so clearly this screen had been used before...)

Otherwise, screen is nice and shiny, no scratches; leather is fine like new; viewing angle slightly suboptimal compared to my original screen that came w/ the XPS 1640.

Dell tech said if I should ever desire another repair, he says I have to send my laptop in for repairs rather than get a laptop exchange.

Is this true? Or is it different for each person?

 

entrance: Does your monitor have scratches on bottom the of screen where it meets the battery? I just got my replacement. Everything looks new except the bottom of the screen(below the Dell logo) and wearied keyboard.

 

Hey there. So in all 3 replaced screens I've experienced, even tho they were refurb'd, each one was properly covered with a thick plastic sheet that covered both sides of the lid, so it was well-protected from scratches during installation, at least. As for after the plastic sheet removal from the screen, I did not see evidence of any scratches on the clear plexiglass reflective screen in all 3 cases, each one looked like they put on a new plexiglass surface, and is completely shiny and transparent without a bit of scratch. I guess the quality of the refurb'd screens vary quite a lot, taking account both mine and your experiences.

 

My screen looks perfect except the part where it touches the battery which can't be seen unless I take it out.