Impressed with Dell support - not so much with the Outlet store

After seeing two different laptops that friends ordered as "dent and scratch" I decided to take a chance. Both of these laptops had very small, hard to see scratches. I ordered a m1210 for about $400 less then it would be configured new.

It arrived today and I would not call it a "dent and scratch" model. I would call it a "thrown across the room" model. One corner was dented as if it had been dropped, there were several deep scratches, and the button to eject the Express card was broken (it looks like someone tried to pry out the card blank). In addition to all of that, the keyboard was grubby and there was grime in the edges around the touchpad.

I called Dell to setup an "I'm not happy" refund. They said since this was from the outlet store all they could do was refund my money and hope that I decided to buy another Dell. Fair enough, I didn't expect anymore then that. I was still trying to tell myself it was worth the discount so I verified that had 21 days to make up my mind. The rep confirmed this and I hung up trying to alternately talk myself into keeping it and returning it.

A couple of hours later I got a phone call from Dell. They decided to configure a m1210 identically to the one I have and ship it to me (I don't know if it's new or refurb, but a friend said it's probably new knowing Dell). When I get it I just have to send the old one back. Wow! Now that's customer service!

So, I'm not a fan of the Outlet store (I hope my case is isolated), but I'm now a huge fan of Dell support! :dell:

 

Congrat! So you'll be getting killer system for outlet price?
I guess, I lucked out on my M90, I got killer system with barely noticable scratch for killer price.

 

I didn't know that that the "dent-and-scratch" models were so beat up. Why would anyone treat a notebook like that? Worst of all, Dell has the gaul to resell it - each notebook is worth a half-penny to Dell, they could just throw it away...

 

I got a dent and scratch and it had a had a hair line scratch but i did not notice it because it had a quicksnap cover on it

 

I think Dell messed up with the laptop - it should never have been sold. They clearly realise this, and are sending a new laptop as an apology.
So if you are not happy with an outlet laptop, they give a full refund ? No restocking fee as in normal laptops ?
vbrookie, how much did your laptop cost ? What warrnty did you get ?

 

would you mind posting some pics of the original purchase?, my scratch and dent could easily pass as fresh off the line

 

I really got a great deal on my M90, and I got EUSA when I first booted my system. According to Dell, this system was never have turned on. All these prices are S&H and Tax included.

Precision M90 = $1,092.91 From Dell Outlet. (See my sig for full spec. No wireless/bluetooth option. 3 YearsNext Business Day Parts and Labor On-Site Response.)
3945 Wireless = $38.47 From Dell Part & Supplies
Bluetooth = $20.22 From Dell Part & Supplies
G.Skill Ram = $164.76 From newegg.com

Grand Total = $1316.36

So I basically got like 50% discount on my M90 because it has a little scratch that I am more then happy to live with.

 

The story is almost at an end and it's not a happy one.

The replacement was finally shipped. I missed the drop-off and was just about to head out to the FedEx depot to pick it up when I decided to see if anything was posted on my Dell account online.

It was. Turns out the replacement XPS has the integrated video card instead of the 7400 that's in my original order. I was starting to get angry.

I called Dell and after arguing for 15 minutes with the agent, who insisted that the integrated 950 video was equivalent to the 7400, I told them I didn't want either computer and I wasn't going to except the shipment from FedEx and to please refund my account.

They agreed and asked if I would please accept the shipment so there was less chance of it getting lost. I think that's just to cover them, but I agreed.

Grrr... I will not be using the outlet store if (and that's a very unlikely if) I ever shop Dell again. The money I saved by going with the outlet store is not worth this amount of frustration.

So...does ASUS have any good deals?

 

post a picture of the claimed damage. This is the first post ive seen on here with a bad Outlet experience.

IMO, Knowing dell on warranty replacements, exchanges, warrantty parts etc, they are ALWAYS refurbs. Not a bad thing, but rarely do you get a "new" part.

 

I don't care if it is new or refurb, I just want the same equipment inside!

 

pics would be great

 

I tried to lighten some of these up a bit for detail. I realize I might be more picky then others, but as I said earlier, I based my desicion to get a scratched model on two others that I have seen that were basically flawless.

The last pic shows an example of the smaller scuffs that are on various parts. That in itself I could live with.

 

yeah, i wouldn't keep it either.

1 or 2 scratches, but nothing actually broken.

 

thats pretty crappy, shame on dell for reselling that.

 

My guess is that this isn't typical and that it got by someone. However my current anger/frustration is over the replacement that, at least according to the online invoice, isn't equivallent to my original order.

 

you shouldn't be angry at all.

they went out of their way to try to satisfy you AND you can't expect the identical system because these are not built-to-order like a new system, they can only try to get it as close as possible (if you're very very lucky, you may get the same specs)

your best bet is to tell them what components are deal breakers for you; example, it must have X gpu, but i don't really care about the HD size, or something like that.

 

if they told him it would be the exact same unit, then he has a right to be angry that his time is being wasted. If they promise the same unit, then every detail should be the same, unless its an upgrade..

 

my guess is that Dell was going to exchange this, no refunds here. in that case, the specs should be the same.