How many breaks before a replacement?

I have a friend who has a Dell laptop. She doesn't know much about computers, but her motherboard on her laptop broke 4 times. She has a solid warranty and Dell came out every time to fix it.

How many times does something need to be fixed before Dell will replace the laptop? I thought it was 3 times, but of course if the customer is not tech-savvy they would have no idea that Dell is OBLIGATED to replace the laptop.

I looked for the answer in search but couldn't find a specific answer.

 

There is a reason you cannot find a specific answer. Dell is not obligated to replace the laptop at all. Ever.

Dell are bound by certain statuatory rights and distance selling regulations, but neither states the customer is entitled to a replacement.

There are laws which govern whether the customer is entitled to a refund however.

Now with regards to replacements, it is solely at Dells discretion as to whether an entire replacement unit is provided or just the faulty parts are replaced.

 

So I guess the best thing to do would be to wait for the motherboard to break again and complain? Instead of letting them come out every time?

 

Wow are you serious? While I understand that you maybe "technically" correct; if I had a notebook computer constantly break on me, especially something as serious as a motherboard issue -- I'd want a replacement.

It will probably cost Dell more money to send a technician over to the person's house, along with the cost of parts than just shipping out a comparable computer.

I've never personally got a replacement computer from Dell; but my mom has after a motherboard fix from the technician didn't help. His advice was to contact Dell all over again and talk to the mindless "technical support".

To the original poster; if her laptop breaks again, especially due to a faulty motherboard -- I'd definitely ask for a replacement. What model is her notebook by the way? I've heard that the Studio models (15 and 17) which I personally love their styling are prone to problems from a few members of this messageboard and their reviews.

 

Yup 100% serious, technically they do not have to give you a replacement. What they have to do is make sure your computer is working. Now often it will be more economical for them to send you a replacement computer, but they certainly don't have to.

It doesn't matter if you want a replacement. Dell is under absolutely no obligation to do so. However, in the interests of customer service, they may provide you with one.

Just make sure that when you speak to them you are under no illusions. The Dell representative will know fully well that they do not have to replace the notebook - so instead of "strong arming" it, you need to try to appeal to the better nature of the rep.

 

I agree.... you sound like a lawyer with your technical talk. Haha.... but in all seriousness, with the PC industry in poor shape, I personally think that Dell would do everything they can to keep a consumer happy than run them off. That's all I'm saying.

As for being all nice to the representative, whatever floats your boat. As you may have seen from other posts here - from only my opinion and I think others on this message board it appears, Dell's support is severely lacking and quite honestly doesn't deserve a lot of compassion from the end user. But again, that's just me.

 

I agree, remaining polite in the face of inept support can sometimes be an arduous task. However, having worked as part of a technical support team many years ago, I can tell you that maintaining good manners and etiquette can often be the difference between achieving success or failure.

I am not a lawyer, but I do work for a mail order company and, as part of the Marketing team, am well versed in rules and regulations that have to be maintained and followed.

Dell is at a large enough size that keeping customers happy is going to be a big job; not one that I think any company can fully achieve. The problem is, and will always be, that the general population are much more likely to talk about bad service than they are good. Where I work I know that for every complaint we get, we've got in the region of 4-500 happy customers (or rather customers that we've not heard a peep out of).

There is of course one large issue with the support from Dell, and that is the fact that first line support mainly comprises of script following monkeys. This is rarely adequate for even the technical layman, and is outright frustrating for those with a higher level of knowledge.

 

The general guideline I have been told from Dell support in the past is that a replacement system can be sent if the same problem occurs 3 times with the same system.

Thats a guidline, for support, but I have also seen replacements go our after the first incident. It was a pretty messed up system, but it was an exception to the guideline.

 

Yup, they do have guidelines, but the point I was trying to make is that they have absolutely no obligation to replace the whole unit.

The reason for that guideline is typically due to economics again. If one thing goes wrong and they can fix it economically then great. If two things, well ok, not so great, but at least it's not the cost of a whole system. Three things and there is something wrong with the machine possibly. It could be that that one part is fixed and nothing ever goes wrong with it again though; this is why it is a guideline and not policy. It is ultimately down to the person you are talking to at Dell. If it is more economical to replace the entire unit (because it would take too long to replace just the part you are after or it is not manufactured any longer), then they will do so.

 

And what poorly thought out guideline they are :

Your 21/30 (refurb/new) customer satisfaction garuntee begins on the date of invoice.

and

We can only take your system in for repair as the 21/30 days have passed. (even though a repair will not fix my system as they would literaly have to replace everything in it. and it still wouldnt work...)

Well I am personally going through the Dell Hell as I have had to get a replacement for my 1536 (IMO - STAY AWAY FROM THE 153X and
173X series) on exactly the 21st day of owning it.

It took me and my stepdad about 5 hours that day complaining to get anywhere. Though when they saw that one week in I had to request a replacement for the touch sensitive controlls and the battery, they were a little bit inclined to go forward with a replacement....though I do feel fairly confident that I will never again see a Studio 1536 from them..

And as I have been told many times from many users (thak you Fragilexx for the help so far) on these forums and other :

They will eventually (granted that you get past their bs) get your refund or eeplacement.

** I NEVER HAVE SENT IN MY STUDIO 1536 FOR REPAIR ** amd I am gettinga full replacement. My Refurb unit for a BRAND NEW unit.

Oh and if your request gets approved, get wrtitten writing from their Online Chat Support that your system will be BRAND NEW (get it from the support rep and his supervisor) so that you have some ammo if they try to screw you over.

 

Most of the time they cannot guarantee it is brand new or not, as it will most likely be from stock they have in (i.e. cancelled orders, returned but as new).

Good advice though, get details in writing from them; even if it's just in an email.

You've been through a little bit of a tough time over this; just hope it ends up working.