8 repairs and they still refuse to replace?

I have been with dell for 15 years and owned 9 of their laptops throughout the family. My M1530 has been a disaster. I have had the GPU replaced, the motherboard replaced, the battery replaced, the DVD drive replaced, the speakers replaced, the palm rests replaced, the heatsink and fan replaced, and now the speakers have gone bad again. And their best option is for me to send it to a depo for analyzing for a week? I don't think so..........I want this laptop replaced by having them send a freshly rebuilt system to me and have me send this one back. Unbelievable, am I in the wrong here?

 

No you are anot wrong did you explain to them when you talked to them how loyal you have been to there company? I see people on this site getting replacements often so you should keep trying, good luck to you.

 

No, you can do several things:

1) Call and state your case to a techie (get his name)
2) If he refuses, demand (politely but firmly) to speak to a manager (get his name too).
3) If the manager also refuses or hesitates, threaten that you will never buy Dell again, and that you will tell everyone about your experience. You can argue that the machine is not performing to specification, given the high failure rate. Thus, it is eligible to be replaced as described in the warranty.

 

I actually did and both the chat representatives and the Indian that I got on the phone don't care. They aren't budging. So the same guy that usually comes out will come out once again and bandaid the computer. How does everyone get new computers out of them? Should I mention this to the guy that comes to my house?

 

Use your power as a consumer; threaten to spread your experience by word of mouth, refuse any further repairs, and insist on a replacement. Really, you want to refer to the warranty and to threaten to damage the company's reputation as an honest business (seeing as they refuse to honor their own policies).

I've been in your situation twice, so I have gained experience on how to deal with these people.

 

If I knew you better I would let you do it for me........

 

Next time when you call ask for a supervisor or manager when rep tells you they have to repair it AGAIN. Then when you talk to him explain to him about your time and frustration he will understand, if he doesn't keep calling and nagging lol

 

You want to continue to climb the chain of command. I have noticed that if you call during normal U.S. business hours about tier 3 things start to get done. Take the above instructions and continue to escalate this. If you do a search on the Dell website for their 'special issues' department you may get further. I cannot remember the specific name, but it has been discussed here as the place to call before going to BBB/legal action. After the second repair I would have probably become enraged, let alone the 8th. Best of luck and keep at it.

 

Try this route - be sure you have all your service calls/dispatches documented. You can find the details via your Service Call History from the dell support site. Be ready to explain all of the issues you have been having and how at this point you require assistance from a Customer Resolution Specialist.

https://support.dell.com/support/to...lcare/outstanding_issues_tech?c=us&l=en&s=gen

In the comments area of the web form, specify you would appreciate a voice call to discuss. REMEMBER, be POLITE yet firm (explain you are very dissapointed with the level of response you are receiving and after all of these attempts to resolve the issue, you really do require a replacement system). If you aren't polite, you wont get anywhere. DO NOT talk about legal action/slammin Dell CS on the web. It wont get you anywhere.

 

Thats pretty good! I never even knew about that it may help alot good luck!

 

Alright I'm going to shoot them out an email tonight. Thanks!

 

this is crazy, just found this thread. i would be livid if they wouldnt do something for me after that time period of being with them. i do notice people getting replacements very easy, id personally ask to talk to corp. because most of the time your dealing with people @ call centers who make $7-$9/hour and dont really care what you have to say (this happens with me and at&t all the time) you have to jump to the top commander. what is the exact time period you've had this laptop? and where did you purchase it, also how did you purchase it.

 

That's why you should use the 'Unresloved Issues' contact method. When a support issues escalates to this point, its the only option. Calling XPS Support will not do anything - the Customer Resolution Specialists have more power to work with the customer. When I had an issue with my M1710, the CRS was able to take control and manage the whole situation directly. She was very helpful and understanding as to my frustration level. She managed all contact between me and Tech Support and once it was determined there was nothing more Support could do - she managed all levels of the new system (m1730 ) being configured and shipped out.

As I said, the best thing one can do in this situation is have all of your documentation (history of support calls and outcomes with your notes) ready and remain polite. They want to help you... they just arent going to assist someone screaming about lawsuits and bad press.