Returning a XPS 1330 after 1 year??

Anyone here had any luck with returning a laptop after 1 year?

I purchased the XPS 1330 January 2008, and it has been giving me problems forever. I got my motherboard replaced 4 times, 4 new heatsinks, a new CPU, a new Monitor. Additionally, the service I have received was very poor.

Is there a department I could call to try and return this? Also, now finally, they agreed to do a swap, and to top it off, they are sending me the wrong keyboard layout. I purchased the laptop in Canada (US Keyboard layout) and I am currently in the UK. I have 3 years international warranty. When I filed the swap with the first technician, I asked specifically for a US keyboard; however, upon calling today, I was told, I would be given a UK Keyboard instead.

So, anyone know what I can do? Or better yet, anyone want to take this laptop off my hands (you will obviously get the swap).

 

After extensive repairs like that, you do have a decent chance at a full refund.

Your best bet is to call Dell after you get the new one and tell them it isn't to the original specifications (keyboard, specifically). See what they say.

Sorry to hear about all the trouble.

 

I'm going to go against Greg here and say you have no grounds to ask for a refund. the reason being you've had it for a year and their return policy states 28 days. The reason why they won't issue you a refund probably has more to due with accountancy issues than the fact that they want to leave you an unhappy customer. If you get a refund, who's going to say any of us won't bother them for it?

I am SHOCKED though that you've had so many problems. I would say that it's very rare to receive so many lemons in a row. Maybe your local mechanic who fixes your computer is incompetent or you should go buy a lotto ticket.

 

there is a lemon law FYI

 

I have had 4 different mechanics, so it cannot be them. This is my first and last experience with Dell.

I am not sure myself. The first mechanic that came to my place in Toronto was absolutely rubbish. She pulled the cables that go underneath the keyboard to the wireless card and handled the laptop with no care at all. Part of the laptop also had screws missing.

That was Motherboard Replacement #1, heatsink replacement #1 (didn't fix the problem)

I then had a very angry call with Dell Technical Support and another mechanic came and replaced the monitor, and had extra screws and did his job properly.

Monitor replacement #1 (fixed the problem).

Couple days later....dead pixels. So now, I am !*#@ing pissed. I call dell, and agree to do a return to depot service.

Monitor replacement #2, Motherboard replacement #2.

All this happened in May. (Toronto, Canada).

Come September, I come to the UK for a 4 month internship and I notice extreme overheating. (~110 C when playing games, ~85C when watching flash TV shows).

Call and a motherboard/heatsink replacement comes along. This technician was amazing. Similar to the previous technician but better and took good care of the laptop. Was very organized.

Motherboard replacement #3, Heatsink #2

Problem still persisted, although temperatures were lower (~100 C when playing games, 80C when watching flash tv shows).

Called again and got another motherboard/heatsink replacement. Technician was very good again.

Motherboard replacement #4, Heatsink #3, CPU replacement #1.

Now, temperatures went up....back to the old temperatures 110 when playing games, 85 when watching tv shows.

Called Dell 2 weeks ago, got a swap arranged. Called last Monday to check status (was supposed to get an e-mail that I never got), was told swap would come on the 17th, but I forgot to write it down.

So yesterday, I thought the laptop was supposed to arrive by now and called Dell again. They again reminded me it would be the 17th. This time I wrote it down. They also gave me a call for a Collection department. So, I thought I should call the collection department NOW and ensure I am getting a US keyboard layout, along with the US ac adapter. I am going back to Canada in a month after all...

Call Collection Department and was told: "The laptop has not even begun production"....***?? How can you not start production and get me a laptop by the 17th. Was told to call technical support. So, I did. Today, I was given some rubbish excuse that their systems are different and the technical support team sees my dispatch status as: Approval received. Yet, the collection department sees a status as: Production not yet begun.....something doesn't seem correct here. Why does the collection department (who is supposedly on another system) have a more descriptive status than "Approval received".

Whatever, I am going to wait until the 17th. I will see what will happen then.

 

I'm not aware of american law, but here in Holland you'd definetly be entitled to a full refund after so many repairs and problems. I would not be surprised it if works the same way in the US.

 

I also ordered a replacement laptop, my original one is from Sweden and they promised me a laptop with the exact same parts.

I got one with a UK layout keyboard, Toshiba screen (I have a Samsung one), 1 Gb RAM instead of 4...

Anyway, I returned the replacement and I've been on the line with Dell UK a lot, they say they can't issue a refund from the UK and that I'll have to call Sweden. Good thing is that they gave me a toll free number to call Swedish customer care. Didn't make the call to Sweden yet because of not having time.

Gonna make the call tomorrow probably. Wish me the best of luck, I need the money back... really.

 

Luckily, my current laptop is "fine" other than the overheating issues. So at least it is usable, and I am going go over the new laptop very, very carefully. Make sure everything matches. If anything is wrong, I am returning the new laptop and going to talk to Dell Canada.

Frankly, I am getting tired of talking to technical support in India. I want to talk to someone who is from Canada or UK who is actually able to understand what my problem is and try to work with me on a solution. I love this laptop, it's everything I was looking for. Also, I don't think I am asking too much when I do not want to continuously call Dell every 3-4 months.

Also, why is it that I cannot talk to someone from customer service after receiving the laptop? The only people I can talk to is technical support. When I give customer service a call, they just forward me to the technical support hotline.

Hopefully, when I go back to Canada in mid-December, I can talk to someone who is actually from Canada and Christmas should help.

 

From my experience, Dell can send your a replacement laptop, and it is going to be brand new not a refurbished one. I am sure that you can ask for that because my laptop has 2 motherboard replacement and 1 screen replacement, so I demand a new machine. They send a new one for me within a week.

 

How exactly does the US vehicle lemon law apply to notebooks, please explain?

 

some electronics companies have their own lemon law. Through verizon wireless if you need a repair on your phone 3 times, you are entitled to a brand new phone, within a similar price range. Same goes for TV's.

 

lol.. consumers always have their way.. all u need to do is explain ur rights.. say u like dell.. u have tried month after month and nothing was solved.. the laptop is just lemon.. u want another one or u will jump ship.

 

I don't want another laptop though. I cannot continuously baby this laptop. Two other friends who have a 1330 also have serious problems with their laptops. I want to get a refund. Also, what do you mean by "jump ship"? They have my money already...

Also, I tried posting on the dell community forums...my post was promptly deleted. It was a very professional post talking about my experience with the XPS 1330. Guess, this is the kind of service I am going to get with Dell.

How can I escalate my case to someone who actually matters? I want to talk to someone in Canada or UK.

 

Dude, dude, you are doing it all wrong. Here's what to take away: DON'T let them arrange fixes for you, you make the calls, you make the demands, and it is their job to supply it.

Here's my experience:

- bought m1330 from outlet, dent and scratch unit, 855 shipping/tax included.
- System arrived with media control not working, bottom piece screen flush
- Chatted with Tech support, the guy remote-controlled my laptop, tried various drivers installations and rebootings, and concluded that I had a bad media control panel.
- The tech support dude said he could arrange a technician dispatch to fix this.
- NOW HERE'S THE CATCH: They are calling the shots on how to fix your problem. Your position automatically change from active to passive (from calling about your problem to waiting for dispatch). See what they did? If you agree for him to arrange a tech dispatch, you agree to give THEM the power, the power to make you wait, to make delays. And the longer you hold the defective system, the more risk you take and the more chances that there may be more problems.

- Here's what I did: I said, "no thank you, I think I will just return the lappy." He said, "I understand. Sorry about the defect."

- And that's what I did, I called return service that day and arranged a return. Agreed full refund. They emailed me the shipping label and everything.

- However, you don't have to ship your system back right away, you got about 10 days until the label expires.

- I then called Tech support (instead of going on chats, because phone calls give YOU more power), you are communicating on a personal level, not one customer against a system (you vs. chat system).

- I said, I have this defective part upon arrival, I think I am entitled to an exchange. They pulled up my previous chat session log with tech support (proof and save you time for more remote diagnosis), and agreed to the exchange.

- I now have a BRAND NEW built xps m1330 with exact same specs as the Dents and Scratches unit that I bought from the outlet.

- The outlet system was 850 dollars, and the brand new system is 1397 dollars.

- Now, the new system came with a return shipping label for the old system. I've got two labels. I can return both system for a full refund whenever I want to.

Hope you guys can take something away from my experience lol.

 

Did you buy it using a credit card? If it was American Express, then it is your lucky day. A friend got tire of Dell replacing his motherboard twice after having the laptop for 8 months and got a full refund. Amex helped him during the process. He is a happy camper with a Macbook Pro now.

 

I bought it using Mastercard.

Also, Ranilus thanks for your post, but I have had this laptop for 10 months now...I don't think it falls in your 30 day return policy example

 

Well, no, my point is that, ... you should ask for an exchange of a brand new laptop with same specs, instead of having motherboards or whatever replaced.

Call tech support, and tell them all the problems you have had, and that you are tired of communications with dispatch agents, waiting for dispatches, and all that trouble. Sum up the problems and tell them that you believe there is something fundamentally wrong with your laptop, and that for all the troubles Dell has put YOU through, you deserve an exchange, a replacement laptop.

 

There is a lemon law in the US, written for cars but apparently applies to most/all warranties, that forces the vendor to offer a refund or replacement after 4 repairs for the same problem.

 

I am supposed to be getting a replacement. Except they are taking me in circles. Not sure what else I can do until the 17th. On the 17th I am going to be having a serious talk with somebody if I don't get a laptop with the same specifications.

 

I think the thing with lemon law for anything not car/boat from my understanding is that you don't have a case unless the warranter does not make good due in trying to solve your problem. When you bought your item, they are legally obligated to give you a warranty on this item, that's what the lemon law is for, to give you that warranty. In California, if you paid for the warranty, you can also get a prorated refund, as they are obligated to do so. That's why Best Buy's lemon policy is a full replacement (which btw cancels your original warranty, Dell does not have such a policy) or else you can just ask for a refund. Reasons for this is because nobody would take on a case like this, it's a waste of time and resource. You should DEMAND a brand new system and they will deliver.

 

Talked to Executive Support Resolver from London. He gave me the choice of a refund or a replacement; however, when I asked for a refund he came back 2 minutes later and told me it was not possible.....with some lame excuse it is after 2 months. Why did he offer it when it wasn't possible? He had my service tag and could see everything about my laptop.

I am now getting a replacement next week. If I do not get a replacement by Wednesday I am going to call them and demand a refund or they can lose this customer forever. I am not playing their games anymore.

 

I'd lean on the refund one actually, in the UK you have sales of goods act which based on this short discussion they have clearly failed to deliver something that works as described.

 

Well here's an update. As said above, I purchased the laptop in Canada, but I am temporarily (till end of year) living in the UK. I have Worldwide warranty yet they cannot help me out. I waited 3 weeks for a replacement (as suggested by the support resolver) and didn't get a laptop. At that point, I asked for a refund. He told me yes, I will get a refund. Twenty minutes later, I cannot get a refund since I bought the laptop in Canada.....?? So I say what can I do now. He says we will do the replacement again and it will take another 15 days. However, I mentioned I will be leaving the country soon and just incase the laptop doesn't come in time I will be screwed.

Now, I am waiting till I go back to Canada and deal with another "Executive Support Resolver" and explain all this and deal with all this again. This time around, I am going to demand a refund and if they don't do it, I am calling the BBB. This is absolutely unacceptable and I am not taking their crap anymore. The laptop got so hot this past weekend it left a small burn mark in the desk.