How long for an exchange from Dell?

For those of you who have had a faulty laptop and had it exchanged could you let me know how long it takes?

I purchased a Dell Mini 10v from the outlet well over a month ago. It arrived July 14 and was faulty straight out of the box (crackling, hissing noise). It was sent to the depot, returned several days later, and when I turned it on the same problem was still there. It's some problem with the speakers not working properly. I call Dell again. The laptop was sent to the depot a second time--it just got returned a couple days ago. I turned it on and the problem is still there! It's very obvious. This isn't something minor--anyone near the laptop would hear the unusual noise it makes. I was told by tech support that all they did was replace the hard drive (which wasn't the problem it was sent in with).

I told tech support I wasn't going to send the laptop in for a 3rd time. They tried to get me to do that. Finally I asked for my money back.. Then I was offered an exchange.

At first they said the replacement laptop might have a different configuration but I told them I wouldn't accept an exchange for a laptop with less features than I bought (why would I spend more money for less?). I was told it would be 15 business days minimum to get an exchange. It would be exchanged for another Dell Mini from the outlet.

My question: Is this amount of time normal? Right now there are literally dozens of Dell Mini's on the outlet with the same specs as the one I have with the problem. It seems incredible it should take so long for a simple exchange.

The tech support guy said they have to build the laptop. But why would they? It's from the outlet. Aren't those are ones people have sent back? Why wouldn't they just send one of those?

Overall, I am pretty frustrated and angry at Dell right now for their poor support process. It just shouldn't be this difficult and it shouldn't take such a long time.

 

Hi, Dell ordered a replacement for me on the 14th. I did not get my order number until the 19th, and it still has not been shipped. I will keep you updated and let you know when I get my replacement laptop.

 

Oh, and I remember reading somewhere that if the laptop you have now is a currently shipping laptop, they do not send you a refurb. Instead, they build a new one with equal or better specs.

 

Dell replaced my old Studio 1535 with a refurbished 1555. It took about 15 days.

 

Thanks for the reply. I have been told that since I bought the mini from the outlet I would get a replacement from the outlet.

Two weeks is a long wait I think considering there are so many on the outlet right now that could be sent for the exchange.

 

Do you have an order number yet? If you log into your account at Dell.com it should display it in the top right. Mine showed up about 3-4 business days after Dell set up the exchange. It still stays tracking info is currently unavailable and estimated delivery is unknown. They actually give me an extremely significant upgrade so I don't mind waiting a bit more

 

The tech support guy told me the exchange order number wouldn't show up for at least 10 days, perhaps 15. Frankly, I didn't trust what he was telling me. It just sounded like stonewalling to prevent a return.

I just called this afternoon and asked for a complete refund. Dell sent me a return label. I'm sending the laptop back tomorrow.

If I waited for the exchange it wouldn't arrive until mid-September. That will be 2 months since the laptop was purchased and that is just too long to wait for a functioning unit.

Dell's customer service has been terrible on this one. It's making me shy away from purchasing on the outlet in the future and I have bought many computers from Dell.

 

Was the upgrade negotiated for when the exchange was set up, or did you only find out after the order showed up online? Does anybody know?

 

Nope, I found out after the order showed up online. They did not have any specs until they had an order number for me. I wish I could have negotiated the specs to get a slightly larger hard drive and more ram, but I can't complain I got a huge upgrade everywhere else.