How "nice" and lenient are dell customer service reps?

I have a dell E6400 that has overheating GPU problem.

So I called up Dell. First was tech support. He was awed by my 99C GPU temps, and said there is something def wrong. I think (didn't stay on the line with him too long) he was offering to replace with equal or better, but I was asking about possibly downgrading and getting a small refund.

He transferred me to customer service, who then said no, I couldn't. I'd have to return it for refund then order a new one. Problem with this is I lose a 20% coupon and the free shipping when I ordered this, so I didn't want to.

I get retransferred to tech, and spent a while running a diagnostic and talking to him. Blah blah blah we talk, he says I should send it in to replace the motherboard and heatsink and it might take up to 21 days... which I don't want to wait. I asked if I could exchange, he said the system has had to have extensive support without it working for me to be able to exchange.

So i'm stuck here wondering what to do.

I was hoping to downgrade possibly so I could save some money and reduce the extras on the laptop that are detrimental or not worth it via dell. Examples: 250GB 7200RPM, 4GB RAM, Vista Business from Dell costs extra $$ through them. The backlit keyboard also uses about 1.5w, therefore reducing battery life by like 10% if it's always in use.

If I downgrade to 80GB 5400RPM, lower ram, and no backlit keyboard, I could probably save 100-150$..

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Another odd issue i'm having is the order details.

My order started at 869.00$. Take 20% off that, it's $695.20

The way my order detail adds up to this is it starts at a base at $694.84 and adds up $0.01 for every component in the laptop until it reaches $695.20. Then I got taxed some odd number, I deduced 5.184%, but i'm in california SD and it's a 8.25% sales tax, local 8.75%. Then it has a 8$ fee for under 15" laptops.

So, $695.20 + (695.20*.05184 = $36.04) + 8$ = $739.24. That's what it says I got charged in my dell account, also on my paypal account. But the odd thing is, on my paypal account it's showing a $779.24 charge in progress... but it also shows my original order $739.24. It's very confusing why it's showing $779.24, it's also showing some dell express check out thing.

Quantity Item Number Description Unit Price
1 U813C Base,Notebook,Core Penryn P8600,E6400 $694.84
1 3E476 Information,Equipment $0.01
1 8U335 Ship,Notebook,Inspiron Sputnik, 250N,US $0.01
1 C112J Module,Documentation,SERI/WSI English,DAO/BCC $0.01
1 CY575 Service Install Module Software,Latitude,E6400 $0.01
1 D350D Module,DVD+/-RW,8X,Toshiba Samsung Storage Technology EMOD $0.01
1 D853D Module,Information,NO-MODEM E-SRS $0.01
1 F514C Ship Group,Notebook,North Roush/heelys,Dell Americas Organization $0.01
1 F633D Module,Information,NO-FPRDR E-SRS $0.01
1 FW577 Module,Software,VB32,Digital Video Disk Drive,England,DAO $0.01
1 G077C Module,Keyboard,83,United States,English,Black,EMDB World Wide $0.01
1 G203D Module,Label,Regulatory Notebook,Apcc/dao,E-SRS $0.01
1 GN303 Module,Liquid Crystal Display 14.1WX+,Light Emitting Diode Secondary,Roush/heelys $0.01
1 GN306 Module,Cover,Back,Liquid Crystal Display,Light EmittingDiode,Black,E6400 $0.01
1 HW426 Module,Adapter,Alternating Current,Delta - Ac Adapt,90W 3P,World Wide $0.01
1 J158F Module,Settings,Management Management Engine ,Bios Extentions,DISABLE,L/P $0.01
1 J361H Module,Information,Cover,Back W/LED,Liquid Crystal Display Black $0.01
1 K174C Module,Dual In-line Memory Module,4GB,800MHZ,DDR2,2X2G $0.01
1 K180H Module,Software,Powerdvd,8.1 Digital Video Disk Drive Business $0.01
1 M246H Module,Information,CMRA-MIC $0.01
1 M412C Module,Cord,Power,125V,1M,C5 E,United States $0.01
1 MP704 Module,Battery,Primary,85WHR 9C,SIMPLO $0.01
1 NP470 Module,Software,VB32,Latitude English,Dell Americas Organization,No Docs/diskettes $0.01
1 NP526 Module,Label,MS,Vista,Premium Latitude $0.01
1 NY305 Module,Media,Digital Video Disk Drive,Resource Dvd,E6400 $0.01
1 R588G Module,Label,Intel,Notebook CMT2 $0.01
1 RK255 Module,Assembly,Base,E,Black E6400D,World Wide $0.01
1 T465G Module,Card,Network,5300 Latitude,Screen $0.01
1 UP418 Module,Software,DELL-WELCOME, RLOB $0.01
1 W870N Module,Software,WINDOWS-LIVE Relationship Line Of Business $0.01
1 WT257 Module,Bezel,Light Emitting Diode,CMRA-MIC,Roush/heelys $0.01
1 WT922 Module,Software,Dell Control Point,Latitude,M09 $0.01
1 X155D Module,Hard Drive,250G,Free Fall Sensor,7.2K,Samsung Latitude $0.01
1 XM894 Module,Software,Roxio,Creator Dell Edition,9.0,Relationship Line Of Business $0.01
1 Y379M Module,Software,Compact Diskette,Creative,Camera Business $0.01
1 Y829J Module,Software,Creative Camera,Business,Factory Install $0.01
1 991-3058 Dell Hardware Limited Warranty Plus Return To Depot, Extended Year(s) $0.00
1 991-3057 Dell Hardware Limited Warranty Plus Return To Depot, Initial Year $0.00
1 991-2878 Dell ProSupport Service Offering Declined $0.00
1 989-1472 Contract - Mail-In Service, 24x7 Technical Support, 2 Year Extended $0.00
1 989-4430 Contract - Mail-In Service, 24x7 Technical Support, Initial Year $0.00
1 3E476 Information,Equipment $0.01
1 600-0039 State Environmental Fee for display less than 15 inches $8

 

I can't imagine any way they'll let you downgrade your computer and give you a refund. The reason they offer you free upgrades and things is because they want to KEEP your money. If the deal was good enough when you bought it, keep it, have them fix it. If it wasn't, return it and keep looking around.

As far as the charge, I would wait until it actually posts to your account, and then call and complain if it is different from what you were shown at checkout.

 

You have a latitude so you shouldn't have to send it in at all. the latitudes come with NBD support so they should be at your door the next business day with replacement parts. Also a 3 strikes rule applies, if they cant fix it you can ask for a replacement or a refund....i'd go for the replacement because of the coupon issue you mentioned.

 

No, he has the mail-in warranty. Looks like an outlet purchase -- they changed the outlet orders a while back to the cheaper warranty by default.

 

From Yay

To boo...

 

Oh that suck...didn't know about that....good thing to know for new purchases through outlet, UPGRADE WARRANTY!!