Did I get a free laptop or something?

In August '08 I bought a new Studio 1535 online. I received it a month or so later, but the back light wasn't working. Basically the rig ran fine, but there was nothing lighting up the screen.

I called Dell and they told me that since it was within 30 days of me receiving it they would build me another one to replace it. The person from customer service told me that they would take the old one upon delivering the new. He told me nothing of a waybill until I received this email a couple days later:

"Dear Customer,
Thank you for writing to Dell.ca to bring this to our attention
This is with regards to inform you that we are waiting for the order to be returned back to dell and hence we are sending you a prepaid waybill for the item to be returned back to dell would request you to please fallow the instructions and send the product back to dell by dropping the item at the ups store near to your place. Hence would request you to please return the product back to dell by fallowing the instructions which had been sent with the UPS waybill so that we close the case as soon as possible

Thank you Have a Wonderful Day! Regards
"

The new one arrived a month later, but the person who delivered it refused to take the old one, despite that I had a prepaid waybill.

Anyways, it's now March and I haven't heard anything from the company nor have I been billed. I'm thinking about selling the laptop online since it's brand new and works fine aside from the LCD (external monitor works fine with it).


I think I should be in the clear since this is Dell's fault, but what should I do?

 

You needed to either schedule a pick up or drop it off. As for keeping it or selling it, go for it.

 

I don't really get why I had to, I received no instruction other than the email above, there's no UPS store anywhere near here (within roughly 400km, even then I'm not sure).

I didn't even write them, I called.

 

Just because you don't get why you had to doesn't mean you can just not do it. If there is not a convenient UPS store or drop box nearby which is hard to believe, then you needed to schedule a pick up.

 

I live in out port Newfoundland...the middle of nowhere, essentially.

Shouldn't Dell have notified me in some way by now, whether it be phone call or email if they were planning to bill me for the old laptop?

 

You really need to return that ASAP, or you will end up being charged for it.
Call again, and see if they can send you a return authorization to ship back.

Cin

 

They should have, but things do slip through the system's checks. It will probably eventually catch up, so don't be surprised to receive a bill one day or a collection notice.

 

GaDaAns,

I'm glad to hear the replacement system is working properly. I thought I'd post to clear up some info on this for you.

As part of the system exchange the customer is required to return the original system back to Dell using the provided return waybill (this is true for any warranty part replacement, actually). If the original system is not returned then the warranty does not get transferred from the original system to the replacement and the customer is invoiced for the second system. A return authorization is not needed to return that original system since Dell is already expecting to receive it back.

Considering the amount of time you mention having gone past, I'm surprised you haven't received the automated reminder notice in the mail yet that Dell is expecting the computer back.

Since you already have a return waybill the proper thing to do is to contact the carrier (UPS in this case) to schedule them to come out and pick up the box. They will probably need the tracking number off that waybill to schedule that. If that doesn't work then contact Dell tech support to have them either send you another waybill or to schedule a pickup for you.

If you had other questions on this I'll be happy to answer them.

Dell LarryR
Dell Outreach Liaison

 

Interesting...So, your a Dell Outreach Liaison? If you can help out GaDaAns..that is great.

Are you going to be frequenting the Dell Forum here on NBR, more often?

If so, that's a good thing! There, is a wealth of information provided by loyal Dell consumers/Customer's that you should read up on! It's a mix of the good, the bad, and the ugly!

This forum is a For The Win, by the way


Cin

 

They did tell you, right there.

Send it back or they'll charge you for it.

 

Yup. We were formerly known as Dell Customer Advocates, but now go by Dell Outreach Liaisons. I and others on my team have posted here before (mainly under the username DellCA). I haven't been here in a while myself, but we found this thread through our usual means (someone pointed it out to us). I believe at least one of my coworkers visits on a regular basis, however.

 

LMAO it didn't take long for Dell to catch it once it was out in public like this.

 

That's nice to know. As a Dell Outreach Liasion, you will see many posts here on the Dell forum...that have great info, and not so great posts from frustrated Dell Customers. I think it would be nice if your Team visited more often..so you could get a feel of what is going on with Dell Consumers!

Just a suggestion, that's all.


Cin

 

And it's a good suggestion. Unfortunately, its a big Internet and there are only so many of us on the team. We do try to get to as many as we can, however, so you will definitely see us again.

If you guys run into something that you think we (as in Dell) really need to know about feel free to shoot me a PM (I've got it set to notifiy me when I get one) with the link and I or one of my coworkers will take a look.

GaDaAns, if you have any problems getting in contact with Canadian support feel free to PM me and I can get you in contact with someone that can get things set up for the return. Hopefully you won't need my help, but its here if you do.

 

That is great, and helpful info' to know!

Hopefully, your Team will stop back soon!


Cin

 

GaDaAns, did they ever get a bill for the notebook.