recent xps support experience

well, lets see. It started with me ordering a xps 15 from the outlet. When it arrived I found the laptop to be disgustingly dirty (hair, large splatter of something on the screen, black grease all over it) and the lid was coming apart (i understand cosmetic blemishes are part of the outlet experience though). the laptop was also have some kind of issue where every time i put the laptop to sleep, it was restart itself and say windows shut down unexpectedly.

so I called and my support guy ignored the fact that i was completely disgusted by the amount of crap on the laptop and led me through a system restore which didn't fix the laptop. I said i wanted to return the laptop, he offered to replace it with another (equally or better spec'd) laptop from the outlet. I agreed, but after two weeks they were still unable to find a replacement (my original one was pretty much maxed out). the guy asked me to give him until monday to see if he could find something better, so I waited trying to be optimistic since the CSR was truly a very nice person.

Monday (9/12/11) came and went so i decided to call today (9/16/11) to see what was up. They said they had a record that i was supposed to receive a call back, but some how it was over-looked lol.

After being transferred 3 times, I talked to a rep that asked me to please hold while he checked to see if he could help me out. He came back and said they were going to build me a new system, rush process it, over-night it, and upgrade me to a blue ray writer (the only thing the system didnt have) for my troubles and since i'm such a valued, long time customer. I of course jumped all over that. He gave me a dispatch number and said I'd receive a call in 3 business days to go over all the specifics.

About a hour after i hung up, I got a call from the last rep that helped me. He said "due to some bad back logs" they wouldn't be able to build me a new laptop and he wanted to help me get my refund. I was pretty irritated at that point so I was like whatever, lets just get this over with.

He processed the info and I should be getting a return slip for my package soon. He then asked if it would be ok if he transferred me to the supervisor who said I could have a new system in the first place. This supervisor was very sympathetic and told me he had a friend in the sales department who he wanted me to talk to in regards to getting a new laptop. I told him the only way I was able to afford the laptop was because it was an outlet item and I had a 20% off coupon. He however assured me that his friend would be able to help me get a new similarly spec'd laptop in my price range..

Now, all I have to do is wait for my return slip, wait for my refund, talk to this sales rep (who I doubt is going to be able to get my a nicely spec'd new laptop with 3 year accidental for $1300 lol), then watch the outlet and hope I can find another suitable lappy

What's with the bad back log nonsense?

 

It is a hit or miss..its all about luck, I ordered a brand new laptop and it came with a screwed up screen, I called them and they sent a tech.. he fixed it and I was really happy, once I added my tag to my online account, I noticed the 4Y accidental warranty is not there, so I called them and explained to them that I told the rep on the phone to add it and he said he added it twice, I made sure he add it but "he didn't"..

I told them mistakes happen and I am willing to pay 139$ for it and the laptop is 2 days old and already got fixed that day lol like on the second day, they refused and asked me to pay 344$ , like ...I returned it as it had a slight heating issue.

When I called the next time I spoke to a rep, I told him this and this happened then he told me I will give you the same price and include the warranty in it, so you pay the same price you paid last time! I was like fine! I was willing to pay the 139$ but he offered me not to pay it, and he said are you sure you told them that you had this warranty? after I placed my new order I figured out that the warranty was there but for some reason, they didn't see it on my first order and they didn't check the notes on the account..so this guy saw it and added it, it was my mistake on the first order for not checking the quote, when you buy something, make sure you check what they add...

In your case, you got a bad luck.. and it is like this, bad or good luck.. depends on their mode, what I notice about Dell is their technical team tries to replace everything, whatever the issue is then they send you parts, they sent me a new fan and heat sink and a new wireless card, by the time the tech came, I have already fixed everything by following the posts here lol very funny but its better than refusing to send anything..

 

received my return slip on 9/21
mailed box on 9/26
received refund on 9/30

that was pretty painless.. I still can't seem to get a call back from that sales rep, but I doubt they'd be able to knock off 30% to get my cost down to outlet range.

I asked about getting another coupon issued since I used on the first order and the first one was broken so it was kind of a waste of the coupon. No response. I got an email for 10% off outlet electronics/accessories though I really need a new laptop, but I'm stuck waiting for their next discount coupon for the XPS line :/