M1530: weird discussion with support

I fired up the Dell chat today for support for my M1530. I think I got a defective unit because the fan is essentially on all of the time and it shouldn't be. But I also asked about the screen.

The support agent said that all of the upgraded monitors should be LG at this point, he was surprised that I got a Samsung, and that he could not send me an LG (not allowed to anymore), etc.

That sounded goofy to me. But now I have to call customer care and talk to them as he said I will have to return the entire thing for a swap out. Ugh. What a pain in the butt as I have to uninstall a bunch of stuff now. Not what I was hoping for.

 

Sounds like they're giving you the run around, hoping that you will not do anything.

I'm assuming you paid for at-home service. Remind them of it, and say you expect an at-home swap as it would be a huge bother for you to have to give up the notebook and reconfigure it twice. Just because they do not want to lose as much money because of their screw up.

Your notebook, your service request, your satisfaction...that's what matters. Dell's wants shouldn't be a concern here.

 

What resolution is your screen?!

 

1680 x 1050

 

I beg to differ. My last m1530 has a screen that is sitting at a repairman's shop because they wouldn't take mine back for replacement. The contracted repair companies can swap out everything, including motherboards and bezels.

 

On the phone with customer care right now. She says that I will just have to send it back over and over again until I get lucky and get an LG and she says it's impossible to request the LG. That makes no sense to me.

 

I agree this is probably run around. Because it simply does not make sense to admit enough to say that the notebook is now always shipping with LG, but not to replace existing screens. Add that to all the inconsistent comments that have been reported from Dell techs.

At this point, anything that a Dell tech says other than, "OK I will order the LG screen for you" is suspect.

 

She refused -- so they are sending me an entirely brand new machine. I'm glad I'm not a Dell stock holder because that's dumb. I will keep sending it back until I get what I want. It's more expensive for them.

 

Good for you. Stick up for your rights. You're right, this sort of management is enough to make me not consider Dell stock.

 

I do not agree that they are only shipping LG displays now.

I have not received mine yet, but the service tag shows that it is a Samsung panel and it was just completed and shipped on Feb 8th.

I will check it out carefully and if it is not right, then I will get on the chat and the phone and give them one chance to make it right. If they do not, then it will go back and I will order again until I get the right machine for my money.

No IF's, AND's, or BUT's! (especially no butts!)