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Hey all. I just had success in ordering a new LG XK309 screen for my samsung 1530 screen. Note: I purchased my model at the outlet store and these instructions may or may not be specific to outlet store laptops.
Okay so here it is. I purchased my laptop on Feb 9th and received it today, feb 13th via DHL. I knew that I was getting the samsung screen because I saw it in the details of the order and I was prepared. I immediately opened the system. Wow it looks fantastic...I gasped..no blemishes no nothing. Amazing for an outlet machine. I immediately turned it on to verify the samsung screen in control panel and I saw it...
I immediately picked up the phone and dialed dell. Here's what I did. Hopefully if you do the same thing in the same order you'll have success with your screen too.
1) I called Dell xps tech support. I got a guy that knew the situation with the samsung screens. He had heard of this forum and knew what I was talking about. I was very friendly and explained that the screen was fuzzy and grainy. I told him that I was an experienced tech guy and have owned many laptops before. This guy was great, he wrote every thing down and said that he could not order the XK309 part directly because it was not letting him. He said he would have to transfer me to Customer Support for them to continue and see if I can get the screen replaced. But before he did, I told him to make sure that all the notes were written onto the account. He made it explicit and clear on the account that I needed the LG Xk309 screen because of the problems of grainyness, fuzzyness...etc.
2) He transferred me to customer support. I thought it would all end here because customer support only game me two options. They said that they could transfer me back to tech support to see if I can order the part OR I could return the system. I said I already talked to tech support and it wasn't showing up on the tech support screen (the part number) so he (tech support) was unable to order the part..I then told him (customer service) I'd like to return it...he then transferred me to the returns department...
3) I was met by a friendly girl on the phone in the returns dept. I casually and carefully explained to her (VERY COURTEOUSLY) that I have been transferred back and forth trying to get a screen replacement. I told her I did not want to send the laptop back, that I wanted to SAVE DELL MONEY (lol) and just fix the problem. I asked her to please look at the note on the account requesting the LG screen. She did this and then she said she'd need a few minutes. I believe in this period of time she may have been checking with a manager or whatever...but when she got back which was 5 minutes later, she said that the LG XK309 screen had been ordered and a technician would be calling me within 3-5 days to replace my screen when he receives the new one. Before hanging up I asked her to verify what screen I was getting, she said it was the "LG".
So yeah, I haven't received this screen yet but the first step was to document everything. Now everything's documented and even if they fumble the screen and give me the wrong one I can always point to the note on the account saying the LG screen was the one I should get and the fact that she confirmed it on the phone - so if they mess up it's documented.
This took me roughly 1 hour on the phone. I was transferred to 3 different people along the process but it was well worth it for the screen.
Rep if it helps! lol
Cheers!
Guide to getting the LG XK309 1050 screen on your XPS 1530 w/samsung OUTLET system
Discussion in 'Dell' started by DRTH_STi, Feb 13, 2008.
