Questions for people that dealt with Dell sending new replacement laptop for defective one

Well my 2 month old Studio 1569 started smelling like something was burning and then all of a sudden part of the bottom plastic actually started to melt (my finger made an indentation in the plastic).

I called up Dell and to my happy surprise they did the right thing and they are going to build a brand new one (I asked twice to make sure they are actually sending me a new one and not some refurbished one).

They stated, once I receive my new replacement one that I will send my old defective unit back in the box the replacement came in.

I have a couple of questions for people that have dealt with Dell and getting new replacements from them.

1) Does the unit come in the brand new type of box that I got when buying it from Best Buy and will it still come with the clear protective stickers that go around the laptop so its doesnt get scratched up??

2) Does the replacement come with all the accessories that a new one comes with (new battery, new charger)?

3) Does the replacement come with all the stickers that a new from best Buy come with (the Intel Core I5 sticker, Windows 7 Sticker and so on and so forth)? I know a lot of people don't like the look of the stickers, but, to me that finishes off the laptop. I just want to make sure since its a "replacement" even though its a new replacement, that they will still put the stickers on?

4) I know late April that Dell put out a lot of new updates for my laptop such as new Bios version, new hardware updates, firmware updates and so on. I asked Dell and they said yes but, since the computer hasn't been put in production yet, will the computer come pre-installed with the latest updates or will I have to go to the Dell website and manually update the computer to get the latest updates?

5) If the new replacement comes with a new battery and new ac charger, anyone ever "forget" to send back the old AC charger and barely used battery? What occurs if you do?

 

1 - based upon my experience, the box will be a regular dell box. As far as the clear protective stickers, I have noticed dell has implemented a new design to use less plastic and cardboard which doesn't have the clear protective stickers but has the notebook wedged between plastic and Styrofoam so the notebook does not shift and does not get damaged.
2 - The replacement itself will include a battery and a charger whether or not they are new depends if you are getting a new machine or a refurbished machine as replacement.
3 - Yes, the stickers should be there.
4 - Depends on the machine you receive.
5 - You have to send it back or they will charge you.

Hope this answers your question.

 

Thanks for answering my questions. They told me twice that it was new and being built for me and not refurbished. Is there a way to confirm this once I receive it?

Also, what did you mean by the answer you gave me to number 4?

Lastly, any chance if I call Dell since it has not been put in production yet, if I tell them to put the I5-520m instead of the I5-430m that came with the machine? This machine only came pre-configured with the I5-430m (it was not able to be customized as it was a pre-configured Best Buy exclusive) but I am sure the I5-520m would work. Any chance they would put that in for me if I offer to pay the difference?

 

For number 4, it depends on the machine your receive meaning that if it is being built for you, it should have the updates applied, but if it is refurbished it may have the old versions.

For refurbished models, there will be a green sticker on the bottom that says refurbished.

Since it is a best buy exclusive model, I doubt they will let you switch the processor and pay the difference. Had it not, they would typically give you an upgrade, but since it is an exclusive model that may not occur. Also, it doesn't hurt to ask.

 

You are very kind to any my questions. One more additional question if I may?

If I look on the bottom of the laptop and I do not see a green sticker stating refurbished and it is new like the Dell manager stated on the phone that it would be, then all the Bios updates, driver updates, firmware updates, and software updates should all be the newest updates that are available today? Dell goes through the process of updating everything before shipping out a new laptop?

 

It is no problem, just glad I can help. And that is what the forums are here for.

I can't say with certainty that they update all laptops before shipment. But, the majority of the inventory will most likely have most of the recent updates. I.E. if bios revision A05 is out, chances are you will not receive one with A01 (hypothetical situtation), but may receive A04. It really depends on how new the revisions are and how often Dell changes their image that they put on the computer. Sorry I can't be more exact or answer directly.

 

did they give you a order number or service number that is linked to your dell account. if so, you can check your replacement detail info by using your order status in your dell account online.

 

Not yet, they are supposed to call me this upcoming week to give me info on when it should arrive to me and I guess then they will give me some sort of order number

 

You really need to sit on them to get any info out of them. I've had case managers promise to call me back with info several times, but I usually end up having to call in to get an status updates on their finding a system / the system specs / shipping info / etc. Basically, any info whatsoever.

 

When do you suggest that I contact Dell? As I spoke to that manager the beginning of last week and they are supposed to call me this week sometime.

 

I try to get them to commit to a time frame to contact me. Once that window passes + a few hours, I'm immediately on the phone trying to get the promised information. It's one thing if you're constantly calling everyday for no new info - it's another if they promise they'll have an update by x time, and fail to follow through.