Need Help on System Exchange(post 21-day policy); If you had one done, need a few answers

They said it would take 10-15 business days when it was processed the 2nd week of september. Then it was delayed due to the "backlog"(as Dell puts it) of some parts. They made a new order and I had them change the sepcs so that it would ship faster. This was done 2.5 weeks ago. Now, I got a call from one of their so called "Customer Escalation Specialist, the highest level of support" and they said its delayed again and they need another 10-15 business days and that parts were "backlogged" again. The funny thing is, they don't know which parts are "backlogged".

When I ask otherwise, they keep saying that they are giving me a brand new replacement and that is why its getting delayed.

Is it always this much of a hassle to get a system replacement? Has anyone had similar problems? Its really pathetic that an XPS fails so many times and their "award winning" XPS support is nothing but people who don't know what is going on.

Please help.

 

Having exactly the same problem, I didn't ask for a new system and could care less as long as I got an acceptable replacement.

I needed a laptop for a long business trip, had a feeling my replacement system wouldn't make it even though I was assured numerous time by my "escalation team rep" that it would be in my hands... So I bought an comparable xps16 of the outlet site and will have it in my hands by 10:30 am tomorrow.

My replacement system I was just informed will not be here this week, but he will be sure to call me Friday to tell me it will not be here next week either, hurray... It's only been 6 weeks and 4 orders for my replacement.

My current system is not operable, so I have been without a working laptop for this entire time. Made due with my desktop, but obviously that will be an issue while traveling.

Escalation team is a JOKE!!!

 

Your problem is exactly like mine.

 

One method of recourse, for everyone having this issue, is to report Dell to the BBB. Also emailing a *nice* letter to [email protected] sometimes gets positive results.

Dell does monitor the email address as well as their BBB status, so it might get you somewhere quickly.

Other than that, if you've already waited about a month or so you might be able to take them to small claims court. Hit up www.consumerist.com to look into EECB techniques as well as court information.

 

I agree these situations are a problem. Dell needs to fix this now!

 

well just to let others know that Dell can respond well mine is a positive (if ongoing) story. Had an xps1530 that had the motherboard/video card problem which meant it was sent back for repair 4 times, and lost the original LG HD screen it came with in the process -- well it died again Oct.9 -- wouldn't recognize the AC adapter, wouldn't charge. Anyways after a 2 hour tech call I finally had a manager agree to a warranty replacement: order went in on Oct. 12 and on Oct.20 I received a brand new Alienware M15 as a replacement.
Certainly equal or better quality replacement!
Only problem is the replacement unit has a mis-aligned part --happens to be the motherboard, the very part that killed the xps! The irony. Anyways, Alienware's tech support had been terrific and they are sending me a replacement mobo with on-site installation.
Dell's technical people and ALienware's have been great. The weak part is that the number you have to call to connect keeps changing and never seems to be theone that comes with the product documentation nor what is on the support site: persist, get the person who is referrring you to the next person to give you the direct number to call prior to transfer and the usual hold and cut off routine. Don't know who handles Dell's call services but there's a business opportunity there for someone!