Exchange help

As mentioned in a previous thread, I've had a few blue screen shutdowns since I received my new Stuidio 17 last week and have heard from a few people to just ask Dell to exchange my laptop. Well after talking to their tech support and running a few tests with them, they said I would need to send my laptop to a technician so they can have a look at it before getting an exchange. I'm disappointed that I will have to be without a laptop for a week and that I may not even get a new one. I asked a manager what their policy was regarding exchanges since I was under the impression that I could request an exchange within the first 21 days, but he also said a technician needs to look at it first.

Are they just trying to get me to keep this laptop? Or is this the usual way in which they deal with exchanges on malfunctioning products? Just seems so weird to have to send in a BRAND NEW computer to be fixed!
I just want a new one so I don't have to ever worry about the blue screen shutdowns, and a loose battery.

 

If you are within 21 days just return it and reorder to avoid the hassle. This is the usual way they handle exchanges, you send it in and then they send out a replacement.

 

I'm assuming they would charge a re-stocking fee and I'd be stuck paying shipping + shipping insurance..... Though I may end up doing that in the end. Beats dealing with these issues for much longer.

 

I've never been charged a restocking fee for anything I have returned to Dell. You can make your case saying that you don't want to have your brand new notebook fixed and would rather have a brand new system and they should be understanding in your request to return.

 

Thanks atbnet. Hopefully I can sort it out.

 

Dont let them get you over the 21 day exchange period doing troubleshooting etc. Once you go over the 21 days you lose control of the situation. You now have documented problems with Tech support which is enough to call Customer service to request a return without getting charged the restocking fee. Even if you are not sure at this point whether you want to return it still call Customer service and get the return setup. If you end up not returning it there will be no penalty.

 

So I got someone from returns service to say they would send me a replacement laptop and that I could just send the other one back. I forgot to get his name and extension # and now I'm just waiting to receive an email confirming the new laptop order. Do they usually send emails for these with shipping info etc?

 

Yeah, they usually send the label through the e-mail. However you should get it in a few minutes. I've had to ask them resend it.

 

I'm hoping it will come through. Would hate to get someone who isn't as nice as the last guy and have them give me a hard time! Thanks for your help....

 

If they gave you a reference number just call back and tell them the reference number and that you didn't get the shipping label yet. They'll be able to look it up and resend. They might keep you on the phone to make sure it arrives.

 

Ah! He didn't give me a reference number or anything. I thought it was a little weird and even asked to make sure he had my address and info which he then confirmed but that was it. Guess I'll be calling back.

ETA: Just called back and they said it could take up to 2 days for the exchange request to go through so wait for an email in that time frame before calling back.

 

My suggestion would be to do a return which normally goes through immediately and then reorder another system. Of course this depends on how you paid it and your financial situation. You might have to wait for them to credit your account or if you have enough cash just order another one instead of playing the exchange game. Sometimes they will arrange a pickup or send you an immediate email with shipping label. Just let them know you plan on buying another one.This way you are sure to get another 21 days and also a new notebook. You might get a refurbished notebook doing an exchange...........call and ask!!!!

 

Well I did ask the guy who said they would exchange it if I was going to get a brand new system, and he assured me I would not be getting a refurbished one. I hope he can be trusted regarding that info. I'm afraid to go ahead and buy a new one, then end up stuck having problems returning this one with paying fees etc. I'll call them in a day or two and see what the deal is.

 

Well when you do a return just tell them you are planning on buying another one just with different specifications. They will not charge you a restocking fee. I have returned 3 Dell notebooks this year without any fees.

Anyway the one you are getting as an exchange just check on the bottom and make sure there is no sticker with "refurbished" on it. Also make sure that you have another 21 days on the exchange. I forgot what the rule is on that.

 

So I just found out that my new laptop is being sent and should arrive by the 21st of November. I asked the guy if I would then get the same 21 days warranty thing on this new laptop and he said no and that I only get the 21 days period on the 1st laptop that I am returning and that this new laptop had been tested and wouldn't have any problems. What the hell? I told him my 1st one was supposed to have been tested but clearly had problems. He couldn't give me any more info.

Anyone have any experience with a 2nd laptop (exchange) warranty period?

 

As far as I know you only get another 21 day period if you did a return and re-order. Since you are doing an exchange the procedure is a bit different.

 

This is where they get you and why I think it is better to do a straight return and order a new one otherwise you fall into this trap.

You will be open to the same problems with the new one. Hopefully you wont have the same problems.

Have you already sent the notebook back? Maybe you still have time to do a return.

 

Ahhh should've known! I still haven't sent the notebook back (am using it now) but the other one is already being produced and will likely be sent out any day. Not sure what to do. Hoping the new one works properly (I will have to make sure they aren't sending me a refurbished one since they know I'll be stuck with whatever they send).

 

Thanks for all the help atbnet and jet757f, not sure where I would be without this site!

I just called and canceled my exchange laptop. Supposed to call back in 48 hours to then ask for a return. What a mess. Guess I will get to try a different color this time. hah Though I will probably wait until they receive this laptop back, and refund me before ordering a new one. A little paranoid now though it sucks I will be without a laptop for a few weeks probably.

 

Well technically if you are still under the 21 days you could still call and do a straight return but would have to be without a notebook for a few weeks or longer. Just depends on your situation.

Just to let you know I did have a Studio 17 when they first came out and had no issues with it so your chances of having problems again I would think are pretty slim. I ended up sending it back and reason I told them was that I planned on buying something smaller like the Studio 15. If they think you are going to buy something else from Dell it seems to make things easier for the return. I have just ordered another Studio 17 because I want to see how the new LED RGB screen is.

Im alittle bit more forgiving for blue screens especially if they are caused by Vista. As Vista updates itself they will usually go away. Now if it is a hardware problem that is different. I have a Dell XPS 720 desktop that I bought new before Vista was updated and had a lot of blue screens. They pretty much have gone away after the Vista update and other software updates.

If you were having the blue screens every so often I wouldnt worry about it. If you are having them all the time then it is something to be concerned about.

EDIT:LOL I just posted this and then read your post so you read my mind

 

hehe well I still appreciate the reply, makes me feel better about my rash decision to call them back and cancel! Itching to just go ahead and order my new Studio so I won't have to go without for too long, but I'm guessing that's a baaad idea.

 

Just be sure to call for the return before the 21 days are up. JUst tell them you are ordering another one.

 

Oh my God I'm so sick of Dell. I just called this morning as I was told to do last night (last night I canceled the exchange and was told to call back to then request a straight-up refund). The first person I talk to confirms that my exchange laptop has been canceled, then transfers me to someone else for the return. After another 5-6 transferred calls, I get to a guy who is NOT happy. He first acts like an as* and pretends he just doesn't get why I now want a return. He flips out and tells me the exchange has not even been canceled and its due to ship out. I told him 3 other people have confirmed it was canceled, but he insists I'm on crack. hah Finally after much debate he tells me he will go ahead and cancel the exchange that was supposed to have been canceled yesterday and he tells me I'll receive an email for the return info. I told him I would wait on the line until I received the email but he told me it would take an hour at least. So I asked him for a a reference # (RMA is it?) and he literally read off the 9 digit number as fast as he could. I asked him to repeat it and he did the same thing. I couldn't write down more than 2 numbers at a time b/c he was going so fast! what the f*? Finally I pieced it together after making him repeat it 5 times. I then asked for his extension # and he did it at lightning speed again. Wonder if he was doing this b/c the magical email will never arrive in an hour.

 

Well I know that it is a hassle but just call back if you dont receive the email in an hour and verify that your return has been processed. Normally they will send you a return label with tracking number with the email so you can just attach it to the notebook box and take it to your delivery company.
If the person you are talking to knows what they are doing they can usually send you an immediate email with this information. Apparently this person was giving you the run around.