bill@dell read please!

Hi, I'm sorry for having to contact you this way but from looking around this forum this seemed like the best way to contact you. Since I could not find any information about you not to sound stalkerish, but all I learned was that you monitor these forums regularly.

anyways, to the point. I have contacted dell customer service several times and they only insist on replacing parts that are broken and trying to sidestep the issue. I keep asking for a system replacement but for some reason they say it is not part of my warranty but I'm sure it's not part of any written in text. Anyways my issue is I have an xps 1647 and I've experienced harddrive failure twice now, and broken LCD hindge, and a messed up speaker. I would be okay with the laptop if it wasn't for the harddrive failure. I would greatly appreciate it if you ever got the chance to read and consider my post and either reply here or through a PM.

note: my laptop is still under warranty and I have next day repair.

Thanks again

 

Dell can choose to repair your unit or replace it their discretion. Typically after 3-4 repairs, you can inquire about a system replacement but Dell can choose to fix it. You can escalate to Customer Service, but it all depends on who you get.

 

Some hard drives fail. I had two fail in an Inspiron. It doesn't make the rest of the computer bad, and a HD is easy to replace.

 

Yea, I've noticed this but another member on this forum told me to message bill@dell and I am at the 3-4 repair range considering 2x harddrive, 2x lcd screen , and a speaker issue

I've had more then just harddrive failure and I know harddrives are easy to replace

 

If you manage to find a way to get them to replace your system without jumping through 20 hoops, let us know.

 

._. I've already jumped through alot

 

I think that you are quite within your legal rights to ask for a replacement laptop. If I had been in your situation I would have sent them a letter from my solicitors by now.

Good luck I hope you get it sorted.

 

it seems like bill b was on yesterday, unfortunately he didn't see your thread maybe you should pm him.

 

:[ darn, would you be as kind as to tell me his user? thanks

 

@Panduhsaur Sorry for your frustration. I cannot specifically set up a system exchange or dispatch service. If you have any current hardware issues under warranty, we will sort them out per the terms of your warranty, unless there is some pertinent information on record somewhere that I am not aware of.

I can shed a little light on how a services rep or manager might consider some of the points you make. They may think multiple service calls=bad customer experience & I must exchange system. They may think is every service call the result of the same issue, or of a variety of issues? Then they'd make a decision based on how they normally apply the rules to the reality of the situation. Again, I can't speak for them or set any expectations. Just a guess and some insight, FWIW.

My recommendation would be to reach out to our social media services team. They can review the particulars and let you know the proper course of action, and more importantly listen to your story and pass along feedback to the services group. You can get to them on Twitter @DellCares, Facebook.com/Dell at the "support link" on the left, or by posting on our Dell Community Forums. I'd recommend Twitter as the quickest path to contact.

Hopefully this helps, and sorry again for the frustration.

 

Thanks for your reply and I just contacted dell facebook, I'd do it on twitter too if I had a twitter account

 

Hope all goes well.