Need Advice for Defective Dell Latitude

I got a Dell Latitude d820 three weeks ago, there was a problem with the cursor moving up the screen by itself. Two more keyboards were sent, which I put in and the same problem happened. So, I got an exchange because the rep said there would be a 15% fee for returning it(which isnt true for a defective product). Now, the new one I just got has this same problem, its unacceptable. And the screen sucks, the first was a Phillips that looked good; second, a Samsung that looks like crap. I wanted to just get a refund on it, but the 21 days from the original purchase has passed. How do I deal with this. I am losing so much time on this and I still have a defective laptop. If they won't give me a complete refund, I feel I should be compensated in some way. Has anyone had to go through this before? I would really like to just return it, is there anyway. **** it, I hate Dell. I will never buy a laptop from them again. There is some serious flaw in these Latitudes D820. Has anyone else experienced this?

 

1. return it, take the restocking fee hit or try to fight them on it

2. sell it on ebay, try to make back as much $ as possible

EDIT: moving to Dell

 

Call and complain...don't worry about getting "compensation"--just return it and buy a different brand...

If you are unable to return it, ebay/craigslist that thing and buy something different.

 

When I had an issue with an old Dell Desktop (three years ago), they returned it after three months because I never had a working PC and always had to exchange parts. The last conversation with a tech went like this:

Me - "I bought this PC three months in advance of going to college, knowing that it could be fixed easily within this time frame if something went wrong. Yet, somehow you screwed that up and I'm scrambling to get a working computer for college three months later. At this point, I have no faith in Dell's ability to repair the computer...and I just want my money back."

Dell - "There is a 21 day return period. You can't do that as you've had the desktop for over 90 days."

Me - "Well, lets see...you do two exchanges with defective computers in less than 21 days and then get back to me on that excuse. Get your manager."

Two days later, UPS was at my door. I hope that helps.

 

You could also call your CC company and dispute the charges as well...they'll go with you if you have documentation.

 

You could try what I've done; pose as a lawyer, threaten to sue or whatnot.

 

then they won't talk to you though...they'll forward you to their legal department.

 

well, the first mistake I made was dealing with the online chat support. They sent me two keyboards and wanted to send another, then a touchpad. These online chat people are a joke. I called the business tech number and an intelligent tech helped me. I was very impressed, it has made me feel much better about Dell. We didn't fix the problem, but he gave me his personal extension and message number, and he said he will keep me informed on what he finds. I am pretty sure there is just some defective part, motherboard mabye.

If I can't get this fixed, they will probably send me another laptop. And if that has the same problem, or it has another crappy screen, I will begin to make my case for a refund....it will go someting like Night's. I was told they only give out refurbished after the 21 days.

I'm sending back the exchange laptop, due to its inferior screen and strange noises. It has that same problem too, anyway. The difference between these screens are night and day.

...acting like a lawyer? Were you, in fact, sent to their legal department?

 

as an attorney, i can tell you that acting like a lawyer is a bad idea. nobody believes you, you sound like an idiot, and, yes, technically, if you get someone to believe you, it's common policy to drop everything and have you go through the legal department.

i never reveal my occupation when dealing with service reps or service personnel

 

Good that finally Dell is taking care of you via their business support section.
I'm surprised by your initial expeience tho. Dont you have NBD warranty from dell ?
I've heard good things about latitudes.

For others in a simialr position (perhaps as they bought inspirons, and hence subjected to dell's crapy service), I'd recommend disputing charge with your credit card (explain to them the situation), and also filing a report with the better business bureau (free).
When u file a dispute the CC, the onus is on the merchant to prove that he has acetd in a fair way.

Keep us posted on u'r problem resolution

 

as an ex-tech support agent w 3.5yr experience I can say that posing as a lawyer is a bad idea.

first, people don't respond well to threats so if you threaten them with the lawsuit or something, you will not scare them, but make them less wanting to help you. All agents are protected by the company and the company being such a powerhouse usually has infinitely more resources than a single person with a broken computer.

second, if you call and threaten with the lawsuit, it becomes clear to the agent that your focus is not on finding a compromise that will work for both parties, but to force your way upon them, and again people usually don't respond well to that. Tech support agents get threats such as that fairly often and that never actually happens (from the point of view of a single agent), so noone will believe that you attempt to carry out your threat in the first place. That simply goes onto your account for the next agent to read and be aware of your attitude (not a good thing in this case).


Anyway, when talking to technicians be fairly polite no matter what (ie don't yell - some people actually enjoy ppl yelling) and if you can't get something done that you think is fair just ask to talk to a supervisor.

Hope this helps

 

I have an Inspiron that's about 3 years old and it also had the "cursor moves on its own" problem. I read somewhere that disabling the pointing stick (my computer has both a trackpad and pointing stick) fixed this problem for other folks. I tried it and it worked. Since I never used the stick, this solution was acceptable for me. Don't know if that would help with your new Latitude.

Good luck.

val_mz

 

Sounds like it could be a software issue no? The touchpad is software controlled (speed of curser ect).

 

Yes, it very well could. The business tech thought this could be another possiblity and is what he is looking into, at least thats what he said. And sometimes it seems that the touch will not respond properly either.

Dell called today to offer me a $100 check or credit(couldnt understand him) for my troubles, I don't know if I should accept this, because then trying to get a complete refund would be more difficult. Maybe if they give me half off on a 20 inch external I will be satisfied..hmmmm.