Great support, new computer after 11 months

There are alot of unhappy posts about dell support so I thought I should write a happy one

I got my Dell XPS M1530 the 17th of january and since then, I've had 3 support visits:

• New motherboard because of sound problems
• New chassis parts because of a bad repairman
• New GPU, CPU, Heat sink because of heating problems (93C GPU, 92C CPU)

Now, the same heating problems occured again and there has been some damage on the chassis on the area around the harddrive so I wrote a quite upset letter to the Dell support and their answer was that they should replace the heat sink and motherboard once more (apparently they have a new version of the motherboard that should take care of the 8600M problem?).

I did not think that the solution was sufficient so I replied:

"However, your solution; replacing the motherboard for the 4th time along with a new heat sink, is not acceptable. This is not what one can expect or even accept when purchasing a new computer with supposively high quality accompanied with good support. I have given you the opportunity to replace faulty parts on three separate occations, all including invasive dismantling of the computer (replacement of motherboard) which in it self, has caused additional wear on the computer.

Because of these prolonged errands in which I have given you a considerable amount of time and effort, an offer consinted of a fourth repair attempt is not accepted. I either want my purchase refunded or my computer re-delivered (Note: Not a refurbished model).

My request is supported by Swedish law (see "Köplagen" 34§ and 39§).
If you are not in a position do accomodate my request, I kindly ask you to forward this mail enclosed with previous conversations to a person who is."​

After which, the team leader of the support staff replied to my e-mail that he was sorry for the inconvenience and offered me a completely new notebook after 11 months and only 1 month left of the warranty.

I think that the support staff on Dell has handled themself very nicely on all occasions that I've been in contact with them =)

Pictures of chassis and temperatures are attached.

Thoughts, comments, questions? =)

 

I actually thank you for posting this. Usually people only seem to post their negative experiences dealing with companies, and it is refreshing to read something different. Congratulations on getting a new notebook and being affirmative with Dell! And thank you Dell for handling this the proper way.

 

Thank you for the positive thread and your posting on the 1530..Mine is going to be 1 year old in January, also! And, I cannot say a negative thing about it at this time

I'm glad it all worked out for you


Cin

 

Ive just finished speaking to Dell regarding the specs of the new computer.

The old computer had;
- T7500 2,2Ghz
- 2gb ram
- 160gb 7200rpm Hardrive
- 1 year next day service

The new will have:
- T8300 2,4Ghz
- 3gb ram (added for money)
- 320gb 5400rpm Harddrive (Switched for money)
- 3 added years of next day service and fully accidental coverage.

The price for these changes came to 260 USD (converted from SEK)

 

I think this hardly is a happy case.
I already have changed motherboard 3 times.

Well. Dell's support may be good, but this means their quality still is very low.
They should have repaired your laptop correctly in the first attempt.

Considering how much time you would have had to waste and frustrated by this problem, this really is what you deserve.

 

I can agree on the fact that the production quality of the computer was low, however the overall experience with the computer is positive despite of the problems I've been experiencing. Thus, this solution was beneficial for me.

I do agree that any other solution (that they first suggested) would have been insufficient at this time.