M1730 Replacement - Approved, I love you dell

Ok, I just wanted to share a positive customer service experience. However, obviously, its not over till its over and i receive the replacement, and someone could cancel this now and ruin the joy!!

I took delivery of my new M1730 on the 11th of June. Took it out and beheld its beauty, admired its weight, and the venerable power brick... but what is this?? Finger prints on the lid as well as dents on the back!! Also, traces of scrapes in the corners!! (see pics below) I realize this is minor damage but still... you know how it is, you want to scratch up your OWN new car!!

You might tell me i should have sent it back but I was in love with the computer once i had it up and running. Also, I received an LG screen, which from what I hear is quite a gamble, so I hesitated to send it back. Anyway, today, way past the return date (its 7 days in the UK) I decided that this bugged me enough to email customer service and either try to get a replacement or get some money knocked off the original price. Sent them the pics, and this is the response i got..

Dear nickbarbar,

Thank you for contacting Dell online customer service.

As agreed we have arranged for the replacement to be sent to you under the reference number XXXXXX. You should be receiving it in another 7-10 business days.

We will not be arranging any collection date as if now. You need to contact our collection team after receiving the replacement order on 0870 907 5406 and arrange convenient collection date.

You will receive an order confirmation in the next 24 hours with the new order number and a link to check the progress of this order online.

If you wish to talk to someone in our customer care department then you can call on 0870 906 0010.

Regards,
XXXXX XXXXX
Dell Customer Service

!!!

Talk about awesome! Not a single contact via phone, all done online, and they're sending me out a replacement outside of my return date, and he has confirmed it will be a new PC

Dear nickbarbar,

Thank you for the e-mail.

1. You will receive the brand new machine as a replacement.

2. You can use the original machine till you receive the replacement order.

3. Warranty will be transferred from original order to your replacement order.

Kindly request you to reply back the mail as soon as possible, so that we can do the needful.

Regards,
XXX XXXX
Dell Customer Service

This is just awesome. I just wanted to share this with all of you because they really could have given me a hard time for reporting the damage 2 weeks later or tried to push a refurb on me and they didn't. Really fast and effective, they're not even charging my credit card. I don't know if I just got lucky with a cool customer service rep, but I'm really very happy.

I'm planning on just swapping the RAID array from one computer to another so I don't have to reinstall all my stuff. Do you guys think that will work, or will there be legal/return implications for switching the parts? I figured they only really register the part number, so as long as that is matching there is no problem.

Nick

 

Is that pattern a stock dell pattern in the attached images? And how did the laptop get backlit on the first one?

That's strange that a new computer would arrive in that condition. I could see that with an outlet machine ... maybe ...

 

was this new or outlet??

i am poss about to order a outlet one and hope they dont arrive that way

 

This is a new computer...

 

Ugh,

Got my new replacement... and it doesn't work on battery power. You fire it up on battery nothing happens even though battery registers full charge and bios reads it as full. Battery indicator on the laptop flashes orange and blue when A/C adapter is plugged in. If you remove A/C plug the whole guy powers off.

Dell is making me go through tech support for this new replacement, what to trouble shoot? who knows. What a waste of time.

im' pretty pissed. I'll bet after all this, if they send me a 3rd system, it will be a refurb which I'll just return. I think i'll just keep my m1730 with cosmetic damages.........

Edit: its not the battery, because if i put the battery from my original system in, it still doesn't work

 

it probably would've been better if Dell hadn't send you a dropped and molested notebook to begin with. excellent CS tho, excellent...