So dell just lost my laptop...

I sent my laptop (1645) to get repaired for a keyboard problem and got a call today from Dell saying that my laptop had been lost in transit . They said they would replace it with the same configuration I had before and I would get a call from a guy tomorrow to get it all sorted.

So I was wondering, don't I deserve some sort of compensation for this? Maybe some upgraded components or something??

Also, I was just on the dell website to see if they still sell laptops in my configuration and it turns out they don't do the 128GB SSD anymore (which i had) and now do 256GB. So will I get that?

 

I guess that's what you get for having a depot service. Make sure to get next day @home service.

 

ya you'll probably get that upgrade if they dont have your configuration anymore. but ya id be pretty pissed if i were you, all your files and stuff...gone. Id definitely call and argue for some sort of compensation.

 

This, is not OP's fault. So it has nothing to do with "that's what you get for having a Depot Service".
If I had Depot Service for part of my Warranty, I would trust that my Lappy would be handled in the same manner as @Home Service, even if it was shipped out for Serviceable work. It makes no difference. You are trusting your lappy to be fixed. And, something obviously happened between the Carrier & Dell. : (


@frazzyfin
Yes, if they are no longer selling your current config', they will have to replace with comparable spec's.

And, since you "en-trusted" them with your lappy for their Depot Service, and even if they are replacing..they still lost all your files, etc.

I would "push" for some sort of upgrade/compensation. Think, before you contact, of what would reasonably work for you.

Take a look at your specs, and go to Dell's site, and configure a few 16x's for what you would want now in a 16xx, and save them to your Cart/Wish List. : ) That way you have something there in front of you to "work with" when dealing for "resolve" on this.

Remember, your Dell's customer. This is not your fault that that it was lost "in transit". This is between Dell & the Carrier they contracted with. : )


Cin...

 

I would ask for an SSD so I could save time writing to the drive while replacing the files I lost tee hee

 

How could they lose your laptop just like that? lol. Don't they check the tracking number and investigate first?

 

Thanks for the advice, Cin.

I was looking at the different configs I could get and the only components that are better than my previous ones are the processor and RAM. Asking for a processor upgrade would be a bit cheeky I think as the i7-720 costs much more than my measly i7-620..

So I'm thinking I could ask for more RAM? Upgrading from 4GB to 6GB is £130 (about $200). Do you think I could get away with that?

 

frazzy, if they decide to upgrade your system, go for the SSD by all means. The SSD blows away the extra 2gb mem out of the water.

 

Measly i7 620?

Well you can't be mad at Dell for losing a laptop that you're not completely happy with!

And they'll find you a 128GB SSD again, even if it's not currently offered. They won't throw you an expensive upgrade that easily.

Ask for an extended warranty for your troubles! That's much more likely to be given away.

 

And also... Dell can't have lost your 1645, because the i7-620 is a 1647!

 

My mistake, i actually have the i7-720 (which makes it a 1645?) and that means upgrading the processor even more out of the question as the i7-820 is about £400 more!

So, i think i'm gonna push for the 256GB SSD upgrade, and if that fails then the RAM and if that fails then the extended warranty. But knowing my awful arguing and bargaining skills I'll probably end up with less than I had before, a dell netbook perhaps!

 

Lol yeah i7-720 is 1645! Don't you go calling the i7-620 measly again!

 

I would, push for the SSD Upgrade, and RAM (if you want), and also maybe think about a warranty extension/upgrade.

Remember, not only did they lose your lappy...they lost the "contents" of what was stored on your lappy. Stress, important documents, memories, pictures, videos, etc. There is an extra cost factor in this, if you had music, movies, games, stored on the lappy (outside of what you paid for your lappy). You entrusted Dell with your lappy.

Sometimes, when I have a Customer Service issue/or issue at hand, I plot out on paper my wants, needs & goals of what I want to get out of the situation, ahead of time. So, when I am speaking with the other party/or chatting..I have it all in front of me and can stay "on track" per se. And, then check off each item as each one has been agreed upon/accomplished. Not sure if that helps.

Cin...

 

Seems to me it's the carrier who is responsible not Dell, since it was lost in transit. I agree dell should look after it up but blaming Dell for the loss and demanding compensation i think is not appropriate. It was not Dell's fault it got lost. It was whatever carrier that was transporting it.

 

I bet those people transporting it stole it!

 

Dell is 100% responsible for losing the laptop since they chose the carrier, paid for the shipping, and force you to use the carrier to carry out the repair service that is bundled with the laptop. The carrier pays Dell for losing individual laptops (or this fee is estimated/included as per the larger shipping contract), so why should Dell keep this extra money rather than pass it on to the customer?

And if you disagree, did you consider that maybe the laptop was lost between two internal Dell locations (or even "in transit" between one room in a building and another room in the same building?)

 

Yes i most certainly did consider that and I am not saying that Dell should not be responsible for this. I think they should replace his system and go after the carrier for the loss but all these demands for comepensation etc etc etc. I do not think is approrpriate. Make the OP whole and that is it. There are too many threads on this boards looking for compensation and outrageous demands when something does not go right. It's disgusting at how some and I am not saying the OP in this thread so blatantly abuse the warranty and make such outrageous demands from dell.

By the way Dell does not make u use there carrier. U could use your own and pay for it yourself if you like. Dell just so happens to pay for the shippinig back (unlike alot of other companies) so of course they are going to use there own carrier. Usually UPS , Purolator (In Canada anyways), Fedex etc etc.

 

This is EXACT same point I have made the past few times. Seems like for every problem people are facing, they try to milk every dime and nickel for compensation and upgrades. Its getting out of hand really. Seems to be a trend now as every time there is heating issue or anything else, they want to get a higher model laptop and with upgrades thrown on top to sweeten the deal. So many other companies have problems with their products, and none of them budge for 99% of the cases with upgrades. Usually they will replace the exact same product or give you a refund. Take Apple for example, so many people faced problems with the iPhone because or reception/heating (phones were getting distorted, discolored) and usually they didn't care - either release a half-baked patch or give a free bumper, take it or leave it. I am sure Dell will soon throw down a strict policy on such issues and make more rigid guidelines.

 

I've seen people say they hate Dell, but still end up with Dell for the reason stated above.

 

One little side note.....being that hindsight is always 20/20.... I'm about to send mine in for depot service (1730) and before it goes anywhere....hard drive comes out, gets cloned, and goes back in with a fresh load from the dell supplied discs. That way, they can't blame my software, and I don't lose data.

 

The XPS 16 isn't a phone...

I've personally never had a replacement nor upgrade from Dell, and I agree with most of your points, but losing a laptop is serious business. It is the absolute worst thing that Dell could allow to happen to a customer, besides the laptop catching fire or causing other physical damage. I think fair 'compensation' would be a brand new (non-refurbished) laptop with the same specs, delivered within 48 hours, and the lost laptop's remaining warranty transferred to it. No one is suggesting that the laptop be replaced with some $4000 Alienware.

 

Does depot service ask you to send in the harddrive?

I had to send in my M90 once in the past due to soda spill, and they asked me to take the harddrive and battery out before sending it in. It does have alot of personal data, and it doesn't sound right if they require you to send it in.

 

Yes I agree with your compensation, but if you read this thread (and many other threads) then you will see otherwise of what people are suggesting.

Yes I am also curious about this as well, since the same was asked from my friend when he had to send it in.

 

While I don't know where the laptop got lost, let's assume that it got lost between the OP and the Dell warehouse. How on earth is that Dell's fault???? It isn't. It's the carriers fault. If I shipped a laptop too u using UPS and it got lost. Did you allow it too happen? Nope cause it's the carriers fault. Could I then go to u and say hey you owe me a laptop? Would u give me a new laptop? Nope don't think u would. You would make a claim with the carrier and then do something about it. Dell will make it right I'm sure but asking for upgrades and compenstation is not right.

 

I agree with you in that there are way too many people taking advantage of the warranty these days. However, there are some people that legitimately deserve compensation. Let me ask you, how would you feel if you were in the same situation. I for one would be devastated, countless documents, games, movies gone. In Canada our ISPs have strict bandwidth limits and if dell lost my laptop i would go over my limit 5 times over trying to re-download games from steam and music from itunes. I just think in this particular case they should offer him compensation for 1. losing his computer and all its contents, and 2. the time he has to spend without a laptop.

 

If Dell did not tell him to remove his hard drive, he is entitled to compensation for lost files, pictures, videos, projects, whatever that was on his laptop. This would be ABOVE AND BEYOND replacing his system with an exact duplicate of what he had.

If the OP was told to remove his HD before sending it in, and he did not, then Dell would not be responsible for the lost files.

It's as simple as that.

 

Err, I think you misunderstood me.

Meaning, Dell should go above and beyond to compensate him for his lost information. That is, as long as he wasn't told to remove the HD. If he was told and chose not to remove it, then Dell would owe him nothing.

 

Anyone who is computer savvy should know that if they have to send in there laptops to backup there hard drives first.

Again how is it Dell's fault if the carrier looses a laptop. Most of you want to hang Dell out to dry but unless it's actually a Dell driver who looses the laptop and not UPS. Fedex etc etc then it is the carriers fault not Dell's.

 

At this point, lets just wait and see what the OP gets for Dell losing his laptop. If Dell's not responsible, he won't get a laptop back, right? And what is this "compensation" for?

 

what happened OP please update us, you gotta be firm on the phone dude tell em they lost all your data ( INCLUDING IRREPLACEABLE PICTURES AND DOCUMENTS ) DEMAND a FAIR compensation in return. you could easily end up with an alien-ware if you play your cards right. Good Luck.