Incomplete depot repair and other issues with XPS L502x.

Hey, guys.

I am in receipt of an XPS L502x repair from the depot, purchased late 2011. This laptop was pretty much destroyed in a fall - drop damage, would not boot, optical drive broke/fell out, etc. Dell replaced the motherboard, hard drive, LCD panel and bezel, palm rest, bottom chassis, and heatsink. However, the top part of the laptop body (panel with the Dell logo) was returned with damages from the drop, and the DVD drive was reinstalled but not repaired. It is non-functional. Because of this, I am wary of the integrity of the overall repair and am worried about future complications. I was near the end of my warranty when the problem was reported, and now the warranty has expired.

I have been on the phone with Dell for over an hour. Transfer, transfer, transfer. I'm pretty frustrated. After too much back and forth, including me proving through a chat transcript that I noted the drive damage, they are sending me another box in order for me to return the unit and have the drive repaired. Outstanding cosmetic damage, they want me to pay to repair.

I have to ask, is it commonplace for Dell to replace almost every major component of a unit and not simply replace the unit? Also, I'm so put off by the fact that Dell is acting as if they're doing me a favor by repairing the optical drive at no cost, when they overlooked it in the initial repair and they won't touch the overlooked case damage at all. My laptop was within warranty when these issues were reported and not repaired.

Any experience in this situation? Let me note outright that I'm not looking for freebies - but would you consider this a fair resolution? If not, what action would you pursue? I am exhausted but pretty angry. I work in design and motion graphics and this is my primary (only!) system for work. If they weren't going to replace my system, then I at least wish they would've properly repaired it so I didn't have to be without it again.

Thanks, all.