Dell outlet - should I return it???

Got a heck of a deal on a dell studio 17 outlet laptop. It arrived yesterday and there are a couple of minor scratches on it - overall, nice laptop. I did purchase the complete care due to how much I will travel with this thing - student. Anyhow, the sound does not work and Dell is sending out someone to replace the motherboard. In addition to the sound, the optical drive does not always eject (it makes some noises and that it is it). After an hour on the phone, the dell tech tried to assure me that replacing the motherboard would fix the sound and the optical drive issue. I can understand the sound as it is an integrated sound card but the optical drive? This is my 3rd Dell and the only one I have had to call tech support on. After reading some of the horror stories about Dell support and their inability to fix things, I am wondering if I should just return this thing. I really need a dependable laptop and cannot afford to be without one for any length of time.

 

Send her back

 

How many incidents does it usually take before they will replace it with a different laptop?

 

I'm guess that it's a 1735, rather than the updated 1737?

 

Yep, it was a 1735- here are the specs:

1 Studio 17 (1735) Laptop: Intel Core 2 Duo T9300 (2.5GHz/800Mhz FSB/6MB cache)
1 Processor Label
1 Software
1 Operating System Label
1 AOL Software
1 Software
1 250 GB SATA Hard Drive (5400RPM)
1 Documentation
1 Dell Support 2.0 Software
1 Power Cord
1 Software
1 Software
1 Scratch & Dent
1 Operating System DVD
1 Dell Solution Center Software
1 Dell 1397 802.11B/G Wireless Mini Card
1 17 inch WUXGA TrueLife High Resolution, Glossy Laptop Screen
1 4 GB DDR2 SDRAM 667MHz (2 DIMMs)
1 9 Cell Battery, Primary
1 Keyboard on Notebook
1 256MB ATI Mobility Radeon HD 3650
1 Integrated 2.0 Mega Pixel Web Camera
1 Genuine Windows Vista Home Premium
1 Shipping
1 8X Slot Load CD / DVD Burner (Dual Layer DVD+/-R Drive)
1 90W AC Adapter
1 Microsoft Works 9.0
1 Service Software
1 Resource DVD
1 Jet Black
1 Information
1 Shipping Material
1 Information
1 Image Restore Software
1 Software
1 Roxio Creator 10
1 No Fingerprint Reader


Configuring a new laptop with similar specs would run about $1800 with the same warranty. I was able to pick this one up for a little under $1100 with 3 year complete care (20% off and DPA coupon). I was considering a M4400 but running 1920x1200 on a 15.4 inch screen was a little much... The m6400 was out of my price range.....

 

I have a Studio 1535 with the T9300 processor, ATI 3450 graphics card, 3GB RAM, 250GB HD, WXGA+ (1440x900) LED-backlit display, fingerprint reader, backlit keyboard and 3-years of McAfee. At the time of purchase, my exact configuration would have been $1460 if ordered NEW. My Previously Ordered New model was priced at $959 and I had a 20% coupon code that brought it down to $767.20 plus tax and shipping.

It ran flawlessly for the first month or so, then the keyboard started having a problem with a key sticking. I contacted Support and they wanted me to mail it in (standard warranty) to have the keyboard replaced. I insisted that they send me the keyboard to install myself. The rep wouldn't do that and I finally gave up for the moment. I just kept using it with the defect and when it finally pissed me off enough, I called back and talked to a Supervisor and demanded the keyboard....which I got via FedEX Next Business Day!

Then about two weeks ago (the laptop was bought in September), the fan began behaving very strangely. I'd never even heard it run at HIGH speed but it was kicking into HIGH for anywhere from a few seconds to several HOURS non-stop. Lifting a rear corner of the case off of the desk/surface caused the fan to kick off.....long story short, it's a motherboard flex/bending issue in conjunction with a faulty fan controller....or so I hear from others with the same symptoms.

I sent it out this morning and won't get it back for several weeks while they do the repairs. Before I sent it in, I bought a Latitude E6400 from the Outlet for barely $700, which is my new permanent laptop. As soon as I get the 1535 back and verify that it is actually fixed, it's going on eBay immediately!

There are some pretty substantial issues with a number of 1535 and 1735 models- every repair seems to include replacing the motherboard! Thankfully, the 1537 and 1737 don't seem to be afflicted by the majority of these problems. I have also compared a 1535 and 1537 side-by-side and the 1537 feels more solid and is made from higher qualilty materials, it appears.

My advice, send that thing back NOW!!! When you call for the Return Authorization, let them know that you'd really love to buy another Dell Studio to replace it....but you'll only do so if they'll honor the same 20% discount as the 1735. Then find yourself a 1737 model. Or would a 1537 possibly work for you?

 

Call ASAP..you have a *time window* of sorts for returns/replacements/refunds.

Let them know you want a replacement, due to the problems you have with your laptop. And, be sure to let them know of the deal you had with your purchase.



Cin

 

I will take your advice if the tech cannot fix this thing next week. This is my first experience with a consumer Dell laptop (my others were all latitude models provided by my employer). I like the design and the 17 inch screen (1920 x 1200). Ubuntu also runs great on this as well.

 

Yes, and if it doesn't work after the Tech fix, contact right away for replacement.

Keep us updated!

Cin

 

What's the invoice date on it, do you know? You only have 21-days from that date to return it for a refund!

 

I'd just return it and purchase a different one. If you can't find the exact or similar configuration just keep looking because they are always adding stock. I am not a fan of fixing a brand new machine. Maybe after a few months of use, but definitely not on something brand new that you can return.

 

To add on to what atbnet suggested, if you try to find a similar machine and can't- call the 1-800 number shown above the Inventory Search feature. The sales reps have access to more inventory than they show online! The few times I've needed to call for their help, they have been fantastic to deal with.

 

1100 for that? they saw you coming

 

Thanks for your input. You were of great help.......

 

uhm no they dont and if some sales guy told you that he is a liar.

 

I've been dealing with them (Dell Outlet) for well over two years. At least three times that I can recall, I couldn't find the specs I wanted in Outlet inventory. All three times, a 10-minute phone call found me exactly (or very close to) what I wanted at hundreds off retail!

If you go to the Dell Small Business Outlet now, above the Inventory Search parameters, a phone number is listed. In BIG Orange letters, it states- "Get personalized attention and access to additional inventory! Call...."

By the way, I think that calling a salesman a liar is redundant. I don't care for sales people, especially when I know far more about the product than they do!

 

Well, the tech replaced my motherboard and speakers last night. I am still having the optical drive issue and one of the speakers appears to be cutting in and out. I do like the design of the studio 17 and I am going to see if Dell will swap this one out with a different laptop with similar specs.

 

That's too bad... I would also, make sure you call right away!


Cin

 

Well, after 4 calls Dell is sending me a replacement laptop. I have never experienced such a run around on a customer service system. My first call went to customer service who then transfered me to technical support. I was disconected on that transfer. I called back and this time chose tech support and explained the previous and current issues I was having with my 1735 (motherboard replaced, speakers replaced, left speaker still not working, optical drive not ejecting, optical drive burning bad disks, molding coming off from around keyboard). Tech support offered to have my laptop sent to the depot for repair and I declined explaining I had complete care and onsite service. I informed tech support that I wanted to do a system exchange or a return (despite the problems, i like the design of the studio 17). Tech support indicated a return was my only option and transfered me to returns.

I explained my problem to the returns guy and indicated again I was open to a system exchange. He indicated this was not a problem but needed to transfer me to another department. Disconnected again...

Called back and got customer service and explained my problem again and was trasferred and disconnected....

Called back and again explained my problem and was transferred to another department. I had to again explain my problem and was tranfered to 2 more departments and finally got someone who could help me with the exchange. Ironically, while I was on hold with Dell I had to listen to an advertisement telling me how I could upgrade my service to North American support......Fricking Brilliant.... I can't but help and wonder if it is Dells goal is to frustrate you enough to buy this "upgrade to North American service". I can't wait to see what my replacment system is.......

 

Bah..this kind of crappy Customer Service sucks. You should've been taken care on the first call!!!

I don't know when or if Dell will ever *get it*. That CS is something which needs a huge *overhaul*. Reps that are human and know and show compassion.

What you should do is take what you just posted, and send it to Dell, after you receive your replacement. And, let them know what happened.

You can use the Customer Care Unresolved Issue's form on Dell's site:
Here is the link:
https://support.dell.com/support/to...lcare/outstanding_issues_care?c=us&l=en&s=gen

I hope that after all you went thru, that this replacement works out for you.

Please keep us advised!

Cin

 

The confusing (and infuriating) thing is the difference in customer service between Dell Home (consumer) and Dell SMB (Small & Medium Business). It is hard to believe that the companies are related at all. I've always had great customer service and tech support from the business side. My track record with the consumer division has been less than pleasant, to put it mildly.

 

Recently, I purchased a 1537 from the outlet. It had problems with a keyboard that was wavy and and an eject key that would stay lit, then cause a CD to be ejected at random.

As I learned from this site, others had the same problems. Rather than go thru the Dell run around, I decided to return the machine within the 21 day period. It was a shame because this is a nice laptop, but having to deal with Dell's support these days is just too painful and time consuming.

I've been a Dell customer for many years, and have been happy with their products, including those purchased from the outlet. Dell rose to prominence due to its "Customer Concentric" view. What happened?

It took me close to one hour from the time I dialed the phone to get my return request completed, and I was lucky enough to not have been disconnected. Once received, they shorted me on the credit, so I'm still not done with this. Needless to say, my last experience with Dell has not been a good one, and hodgeMN's story only reinforces that. I hope others have a better experience, but Dell needs to go back to what made them great, and not just for select business customers.

 

Do not get stuck with a defective laptop, Dell forced me over the 21 day return policy on a new Studio and then would not do anything in helping me return it. As for the replacement of the MOB it will not fix the issue, the speaker are of poor quality in the Studio line. They blamed the speakers first on my Studio 1735 and then after wasting 4 hours on the phone they blame the MOB but as I read thru many of the threads here it is a common cop out by Dell and their support. After 6 months of emailing, calling, contact the Better Business Bureau I finally sent my back..Did not pay a 15% restock that they tried to impose and they paid for the return shipping as they want me to pay that as well where the issue were not my fault or caused by me. Do if your not happy with the sound, scratches etc do not be held hostage return it before it is too late and look elsewhere for a better system.

 

Well, I called Dell today inquiring about my replacement and the rep indicated he did not see one on my account. When I gave him the case #, he did some checking and discovered that my replacement hadn't been "put through yet" and it would be 10 to 15 additional business days before I received my replacement. At this point I gave up and requested a return. Ironically, this was fairly painless. Dell e-mailed me my pre-paid return labels - if only they had been this efficient before. I think I have given up on Dell consumer models..... It's amazing how incompetent Dell consumer customer service is.

 

That's to bad...the ineptness on their end cause you to do a return.

Once you get it returned, and all straightened out..what do you think you might want to do for a lappy?


Cin

 

Yeah, you should generally do a return and re-order if you are within the 21 days because it is a lot more painless. I did that with my Studio 15 and received a new one before I sent the old one back.

 

After lugging the 1735 behometh around for a couple days, I am thinking of getting an E6400 with a 14.1 inch UltraSharp WXGA+ LED Display from the outlet. I have always had great experience with latitudes and Dell business support. I have a nice desktop (home built) with a dell 2407wfp monitor so I really did not need the 1735. I only decided on the 1735 after seeing the 20% coupon, DPA coupon and the specs on the 1735 I found at the outlet. It will be nice to lose a few pounds on the laptop.....

 

Yup definitely return then re order something else. Sorry to hear things didn't work out.

 

Oh..yes that is a sweet lappy!

And, I don't like to say this..but you do get better service/support on the Business side!

Yeah, a lighter lappy will be nice for you, I'm sure!


Cin

 

Do you have to have a reason for returning the laptop?
Do they charge restocking fee?
Is it the same policy for oultet laptops?

thanks!

 

No, you don't have to have a reason for returning a laptop to the outlet..or at Dell.com.

Yes, they *can* charge you a 15% restocking fee..most times, not though.

The return policy is the same at the outlet, as it is at dell.com.

*21 days from date of invoice* for return for refund / replacement.

Hope that helps!


Cin