Dell Wont Give Me A Replacement For My Faulty Dell?? What CAN I DO??

I am soo dissapointed. I wasnt happy with the build quyality of my Dell XPS M1330. The keyboard is uneven and the base is wobbly. Also the plastic above the speakers are uneven.
Today I rang Dell XPS Support and they said they cannot replace my computer. They then transfered me to Customer Care. They said they couldnt replace the computer for me because there wasnt a technical fault at all. After spending almost 1 hour on the phone they said that if I wanted to get it replaced then I first would have to take my digital camera take photos and send it to them! This is outrageous. I spent nearly $3000 on a computer and the build quality is awful!
What can I do to get a replacement? Can I just get a refund? I am so dissapointed with Dell.

What can I do????

 

awesome a fellow aussie..

Well you could think up a technical fault..

Are you still within the refund period?

 

I think that if you are not satisfied with the product you can return it within 30 days or so by saying the complaint you have and claim money-back... If DELL say they wont repair the fault for you tell them then you will opt for money-back....

 

Yeah I am still within the first 30 days. I think they are trying to delay me because my 30 days will be up soon. I am going to send them the photos tomorrow and lets see what happens. Does anyone have an uneven keyboard like mine? Its driving me nuts!

 

Tell em you want a refund.

 

Option 1: Call in the 30 day return policy...site that Dell is unwilling to address a major complaint.
Option 2: Issue a chargeback via your credit card company, stating that Dell refuses to honor warranty obligations right off the bat with a delivered with defects item.
Option 3: Complain to the BBB via www.BBB.com
Option 4: Do all of the above.

 

hmmmm maybe your lcd just magically went out... if it works when they get it maybe it came back on during shipping... get it??

 

Ummm we dont get 30 days in australia...its only 15 days....

 

again .... did you read my post... youve already called in for other reason.. BUT NOW YOU TURNED IT ON AND THE DISPLAY DOESNT COME ON.... they will prob say do this or that (understand normally i would not tell someone to do this but if you feel your system is not what you expected than even myself i would do this it they told me sorry no way).... deal with them, and play along and say nope it still doesnt work

or if you have in home service come up with something else... work at it a bit they should end up helping you.. also ask for a manager.. then ask for dell escalation group

 

The people you spoke with dont know their #$% from a hole in the ground. Call back and explain your situation to Customer Service and state that you paid for a new system in perfect condition and did not receive it. They WILL initiate a replacement and prob help you out a bit.

You just had someone who doesnt know what hey are doing.

Then, if there is a prob still, tell them to put you through to warranty because you are returning it under the Total Satisfaction program.

Good luck and keep us appraised.

You would be the very first denied if this occurs; maybe you want to bring that up...tactically.

 

Lemmie tell you that other companies do the same thing, so don't think it's just Dell. In fact, big bad Lenovo (whom people believe to be a high quality machine with good support) does just that also.

My thinkpad has a wobbly lid, doesn't close right and the palm rest is not correctly placed on and it moves around and clanks. This happened the first day I opened the package. Call Lenovo up and they said I can't get a replacement as it's not their fault...hello, ur the ones that put this **** together, how is it not your fault?

So all I could do is send my machine in to be fixed...after owning it for all of 13 minutes.

So don't be bummed, this happens to the very best of companies. Just send it in to be fixed, as I'm sure that's not normal.

 

I've had no trouble exchanging mine for a wobbly battery and uneven rubber supports on the bottom ... twice, in fact. I'm in the process of getting a second replacement sent to me, and both exchanges were at the suggestion of the Dell rep with whom I spoke. I never asked them for an exchange. All I did was call and express concern over the finer details of the fit/finish of the machine, and they happily suggested swapping it out for a brand new one.

Now, my purchases are always made using a small business account a Dell line of credit. I'm not sure if that has anything to do with it, but I've never had any problems with Dell's customer service. Tech support is another issue entirely, primarily because I don't purchase machines that come with North American based tech support and I don't speak Hindi.

 

Unfortunately it sounds like you are going to have to play the game of managers. You just have to demand speaking to someone higher up and don't take no for an answer. Make it very clear how unacceptable it is, how it effects your business(if it does) and just be assertive.

 

I think the OP is out of luck.

He states that he's close to 30 days....
15 Day return period in Australia.

I can only assume he's past the 15 days.

Not sure if you can get a refund at this point.

 

doesnt matter raise hell enough and you will get what you want trust me

 

If the above does not work and you are out of choices and above the 30 day return mark then your last choice is make a nice video. Explains inthe video how you paid Dell tons of money and in return got this shoddy quality computer and dell refuse to stand behind the quality of their product. Make it funny and interesting but be neutral and use true facts in the video.
Post it on youtube and send all the Dell supervisor who you have dealt on this issue with a link to the video.
If you do it properly you should be getting a new laptop in a few days.