Dell sent wrong screen xps

I purchased a xps 15 with a 1080 screen from outlet which I thought was a good deal. It arrived in a week or so however It came with the 768 screen.

I inform them within one hour of arrival so have a tech in India confirm that is indeed the wrong screen I email him a screenshot. he then put me through to customer services and they then tell me they have to email someone else to get confirmation of a replacement.

2 days later i get a call from customer services and she tells me I have to get back in touch with tech ppl again I am getting pissed at this point but perservere, tech spent 3 hours on my system trying to confirm if it is indeed a 768 screen. Next day he calls me back and offers 1, Refund 2, Engineer visit to replace screen. I told him I would prefer to change to another unit, he tells me this is not an option but will request a outlet replacement which may take 20 days.

It was clearly there error so I cannot understand why they will not do a straight swap,

Is getting a replacemt screen a bad idea? Also when the last tech finished with my pc it got a blue screen and is one of the reasons I want to let this laptop go.

I also asked a customer service rep to get her manager to call me but no one has bothered.

I guess this is just bad customer service.

Anyone got a number or email address I can use to speak to someone more senior who will sort this out.

I am based in the UK

 

Its not bad service, just an error. If you bought a new laptop, they would have shipped out a new one.

Just have the tech come out and swap your LCD. Its quick, painless and easy. Mistakes happen, let them fix it.

 

Perhaps you can return the unit or escalate it and immediately order another one? I don't think a tech will come out unit you bought on-site.

 

Dell's exchange policy is atrocious. They sent me the wrong config last time and said it would take 2-3 weeks to exchange the unit. They screwed up your order and should get it resolved ASAP. You could ask for a screen replacement since it will be quicker, but the techs you get are hit or miss.

 

stand naked in your street, hold your laptop in air, get some media attention.

call incoming: dell


#winning

 

lmao, I like his idea. Just don't forget to have an emotional breakdown when the media gets there.

 

Update:

I spent some extra monies and got a new xps 15z, they gave me £360 off list price for my troubles.

Thanks for your advise although if I posed naked in the street I think news of the world would have had me on page 3.. If they were still trading that is, mmm maybe a blessing for all!!