Stuck waiting for replacement parts and tech to come out after a week...what do to???

I have a dilemma and I don't know if I should wait or complain...

If you want to read the whole story, go ahead. But in short I've been out a week without my 1730 and I still haven't heard from the tech to come out and replace hardware ( have more hardware that they will have to replace so I'm going to be out even more days )...anyway...do I complain the Dell and ask for a replacement and if so, how do I do that???



Called support for a broken keyboard (courtesy of kids) and having a problem with either the AC adapter and/or battery. But since I wasn't near the system, they were supposed to call back later Friday afternoon. Never got a call back. So I called back in late Friday. Support rep was going to put a service request in for a new keyboard, motherboard, heat-sink and AC adapter. Since they were working on the system anyway, asked about getting the 8700 Nvidia graphics cards replaced as well, didn't have problems, but are part of the bad batch of cards. of course I got the run around of not impacted, blah, blah, blah.

Anyway, get a call Monday from the same Rep, seeing if I remembered talking with him on Friday (don't know why) and told me that the system I was calling in on was no longer under warranty.

I all but yelled at him that YES, the system is under warranty and that I had 50 days left on Friday. Keep in mind this is Monday now. After about 5 minutes of going back and forth he apologizes and states that yes the system is under warranty and that he will put in the service request out for the hardware.

After the call I was able to get the system powered on when I noticed that the LCD screen is damaged. Have to wait for the tech to some out before they will order parts.


I first called Friday. Monday they finally put the service request in. The parts were received by the Tech from FedEx Wednesday morning. It's now Thursday afternoon and I haven't heard from the Tech at all.

Chatted with a support rep to see what the hold up was about the tech coming out. Told me that I had to wait for the tech to come out before I call back in with any problems.

Do I wait....or complain??? HELP!!! Thanks

 

I would think dell could give you some information about the tech, such as their phone number and/or other information so you can contact them directly.

If this continues I don't have the link handy, but I'm sure someone will, for unresolved issues.

 

Dell usually does, or the Tech should be contacting for appt. time when he is about to receive the parts that Dell shipped to him.

Call back Dell (or chat), and ask for the contact information...specially since the tech has the parts....

 

Contacted Dell...after about 30 minutes of waiting for the tech to contact the repair company...supposedly the tech called and couldn't get a hold of me.

Left BOTH my cellphone and home number. No calls received or messages left.

The tech is supposed to call me tomorrow.

 

I've heard that before from Dell & a Tech....
If you have not received a phone call from the Tech by 9am tomorrow, call Dell and keep on them..Also, you have the right for the Tech's number. Usually, Dell will give you the OnSite Company they are using 800#.

 

I had this dilemma where they continued to fail to contact me. I was told set dates the engineer would be coming, and was told to stay in from 9am-6pm for the day. I never heard from the engineers on 4 separate occasions despite being told they would have the parts from the phone support and had it confirmed that there was stock yet the delays were consistently then blamed on part shortages.
After alot of complaining; making it clear I had been lied to and let down by their 3rd party and that I had lost a significant amount of income from not working for 3 days, the several hours I wasted on the phone and also that the warranty I was under was a "next working day"
EVENTUALLY they just shipped me a replacement. I bent the truth saying the 3rd party upgrades were installed by the 3rd party I purchased the laptop from rather than myself and received a replacement machine of the same spec I had upgraded it to.

 

The tech did call me and came out to replace the hardware. Turns out that along with the motherboard and heat-sink, had replacement dual 8700M as well.

My X7900 Extreme CPU was moved over from the old motherboard to the new one.

Question about the replacement dual 8700M video cards....not to be a smart- but how do I know that they are valid/work cards and not ones that are defective models that will die on me at some point?

Is there a batch of 8700 that DON'T aren't defective or is dell just hoping that they won't fail again while under warranty?

Thanks!!!