Dell is replacing my computer.......

I currently have a Dell Studio XPS-1640 that is beginning to have ongoing issues. Fortunately I have Complete Care, and the repairs have been at no cost. However, Dell is apparently tired of spending money for On-Site Service, and is offering me a Refurbished Exchange, and they will be calling in the next day or two with the details.

I am pleased they are taking the initiative to replace it, however, since this is my wife's computer, I would like to insure she gets an equivalent replacement. The Studio XPS 1640 was the top of the line in 2010, and has the large capacity battery, and we added additional memory.

Since the replacement will be a Refurbished unit, I looked in the Dell Outlet Store, and the closest one I think is the XPS-15 L521X.

Any thoughts guys? Thank you

EDIT: I have reposted in the regular Dell forum to hopefully get a few more responses

 

Never move down in screen size....

17" would be the way to move up.

 

The 1640 has a 15.6" screen, same as the XPS-15 (L521X)

 

Sorry for that. Was thinking back when dell actually had 16" screen's. Still would try to move up to a 17"

 

The only model in 17" is the Inspiron, and I think that is a level down from the XPS line.

 

ask for the new XPS 15 with haswell.
Got it to replace my L502x

 

Which XPS-15 model are you talking about? I didn't even think they shipped yet, as the Dell site shows the New XPS 15 9530 (Touch) with a ship date of 21 Nov.

They are going to offer us a "Refurbished" computer, and I didn't see any of the XPS-15 9530's in the outlet store.

Did they replace yours because of ongoing issues?

 

I also think an XPS 15 is the most appropriate replacement and what they will probably give you. I think the exception here would be if your 1640 had a specific feature that the replacement XPS 15 does not have... in which case you could request a model that did have said feature.

You should also have the right to ask for a loaded unit if you don't get one since yours was configured as such.

You don't really have a right to ask for the Haswell revision in particular since all of the revisions between now and then are technically upgrades (however if Gugus got one to replace his L502x you have a pretty good chance of getting one).

I don't agree that you should "always move up in screen sizes".

Please do not cross-post topics.

 

Which XPS-15 model are you referring to? XPS-15 (L521X); XPS-15Z, or the "New" XPS-15 (9530)

"Gugus" indicated he got the Haswell, but from what I see, they haven't even shipped yet; so I'm confused?

Dell indicated they would provide a Refurbished" computer and I don't see any of the "New XPS-15 (9530) in the outlet center, and I doubt they will give me a new one. I also don't see any of the XPS-15Z's in the outlet store.

Just looked at computers today in COSTCO, and the screens on the 15" models look smaller than the screen we currently have, so I'm not sure if they would give us a "17" model?

From what the Tech told me, they will call us to discuss the exchange before it happens, and that's why I'm looking for insight now, so I'm prepared to haggle if necessary when the call.

Didn't mean any harm in my cross pos; I was only looking for additional insight. Thankfully the moderator was nice enough to move/combine the other post

 

I wonder why they do refurb exg and not cto exg?

 

Dell called last night, and they are awaiting word from their depot as to what's available for an exchange.

Can you guys give me some idea as to if I can haggle with them, or do I simply have to accept what they offer?

 

Like I said, if you don't think the replacement is equal or better to what you previously had (ie you previously had FHD and they are giving you 1366 x 768), you are definitely entitled to haggle. I'm not sure how much leeway you have in haggling, though I have definitely heard of people getting AW M17Xs to replace XPS M1710s and such.

 

Dells' warranty replacement is like for like or better. Unless they changed the agreement. If you get anything less than what you paid for, that is wrong.

 

Just talked to Dell, and they do not have a refurbished system to replace our Studio XPS-1640 system, and the supervisor indicated they were going to send a new computer.

However, they want to send us an Inspiron computer as a replacement for our Studio XPS-1640.

I told the guy nicely that we have an XPS-1640 which was Dell's top of the line when we got it, and we would expect Dell would replace it with an XPS system.

He didn't give me any indication either way. So I guess it's a wait and see game now.

Do you guys agree an XPS should be replaced with an XPS?

 

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Well, we are so Pi--ed at Dell now.

Yesterday we received our replacement laptop- a nice L521X, and I spent 3 hours reloading our files and setting it up, only to realize it DID NOT have a Backlit Keyboard. I wasn't paying any attention as it was daylight, but once the twilight started to set in I kept trying the Fn + F6 keys, and no lights!

I thought it was some type of setup issue, so I called technical and they were going to send out a technician to install a backlit keyboard, only to find out later in the hour long plus conversation the L521X I just received does not support a backlit keyboard. I'm not sure I would not have been too happy tearing into a new computer anyway.

The original case manager had gone over the specs with me, and assured me the exchange would have a backlit keyboard.

After over an hour on the phone the tech wanted me to go to the Dell on line technical support to try and contact the original case manager, and I told him there's no way he was pushing the buck back on me to contact him; what poor service. So he relented and sent a message to his supervisor for him to contact the case manager.

I am very disappointed in Dell's customer service.

At this point I need to get this elevated somehow, as there's no way a customer should have to go through this aggravation.

 

Sadly Dell seems to have reduced the backlit keyboard options on their various lines, leaving it only as an option on the Alienware, Precision, and I think the Inspiron 15 SE still has it.

I see the same model on eBay with the backlit keyboard, and I see the backlit keyboard by itself on eBay as well. seems it is not an option on Dells site anymore.

 

I understand that not having a backlit keyboard may be a minus point for you, but after all you received a NEW laptop which is vastly superior in every other regard to your old Studio XPS-1640.. see it that way, if the asked you if you wanted a new Studio XPS 1640 or the XPS 15 which you received, what would be your choice? No doubts for me: XPS, even without the backlit keyboard.

 

Yeah, I hear what you're saying. However, they called and went over the specs of the replacement computer prior to sending it to me, and I agreed to those specs, so to get a computer without a backlit keyboard just wasn't right, even if it was a better computer. I need the backlit keyboard for my older eyes.

Dell agreed they made a mistake and I have returned the replacement computer, and am now awaiting specs on the replacement.