Need Advice Re: System Replacement

I'm pretty new to these forums, but I'm in need of some "expert" advice. I've owned an Inspiron XPS Gen 2 (M170) since March of 2005. I've had numerous problems (4 including this) with the computer overheating, the processor not being able to run at full speed, and both fans dying. Tech Support and I have both agreed that although the problems were temporarily rectified in the past, the problems have consistently been related. In addition, they have confirmed that BOTH fans have been replaced, and the motherboard has been replaced once over the 2.5 year service history.

Now, the CPU consistently overheats, turns off on its own, and the fans make excessively loud noises. In addition, the laptop has gotten so hot that it actually caused minor burns on the top of my legs from the heat last week. I contacted Tech Support, who after alot of arguing and consulting with their supervisor (and according to the tech, Dell's Legal Team), they decided to replace my system with a refurb.

 

You will need to spell out your injuries and why Dells legal team is going to call you.

Traditionally, the only reason for this would be to make you QUIETLY happy which means you can talk them into a XPS M1730.

I wouldn't accept a refurb if your problems have been consistant over the entire time. What I would do, is make sure everything is very neatly documented and easy to read. I would let them know that it is and that you would love to sent it to their Resolutions team or have someone contact you. They will.

Keys to success:

1. Dont lose your cool. You can't win when both sides are in a pissing contest;
2. Be firm but fair. You cannot get the whole farm. Leave a few cows and be happy.
3. Don't threaten them. Scared rats backed into a corner only have one way out.
4. Play this like a game of chess. Thats what it is. Ask them questions like "What would you need to be a happy Dell customer if you were in my shoes?"

That should be a start for ya...

 

The "Resolution Specialist" I talked to (is that a fancy name for Tech Support?) informed me that Dell's Legal Team would call me in the next 24-48 hours to follow up on the issue. Thanks for your help.

 

Let them know you took pictures of the burns and the system where you got burned. Let them know if you took any medication to lessen the pain.

Be tactical and polite. Your situation is one deserving of the next step. If they offer you something, consider suggesting that you would like to think about all your options for the next day or so. Don't be afraid to relate that you feel 'compensation' such as the m1730 is just and warranted.