Think i can get a replacement?

Well my story goes as this.

I had originally the 1640 which throttled and had it exchanged for a 1645, until that i had many services to my computer for blown speakers keyboard ect. Then wiht the 1645 my mobo and screen totally fried, and i got those replaced, and now its happening again. My pc will sometimes shut off, and the mobo is giving out not often but rarely i think its due to the refurb parts, its always been like this when i get my refurbed parts i just never complained until now its getting worse. At times my monitor will blink several colors and then the pc will totally crash with wierd coloring on my screen. This has gotten annoying to the point i want a new replacement because of all this hassle. I buy many dells as this 16 XPS line is the only line that gives me troubles. Do you think i can get a replacement if i email a dell rep in the upper standing again?

 

do you still have warranty?

i would think with a continuation of problems and repeat part installs you would be due for an exchange. just be prepared for dealing with multiple layers of tech support until you get someone who can/will help you.

 

Yeah ! I have complete care warranty.

 

First thing to do would be to email/chat/phone tech support and let them know that the replacement parts are now failing.

Tell them this is a repeat issue and that you want to know if it is possible to get a system replacement as simply replacing parts has not fixed anything.

I prefer chat that way you have a record of things. Also usually the regular tech will ask you to speak to the supervisor and while you may have to rehash your issues they sometimes will be more flexible and able to help where the regular tech won't.

Also if you get ignored or can not get it resolved there is an unresolved issues link but you have to go through the regular tech support process first.

Support shouldn't be so hard to get but it really depends on who you get stuck talking to.

 

i already have 2 times a mobo has been changed to my laptop, they are sending 1 last mobo lets see what happens, if it doesnt work ect, I will def fight for it, this is absurd!

 

Looks like im getting a 1645 refurb.

How reliable are dell refurbs?

 

Wow dell keeps pushing me around!?

I got my replacement, without my RGB, he said he would have them attatch it, and i get a 5400rpm harddrive when he promised me 7200 for my needs. Also the monitor had a scratch on it! And the keyboard and palm rest where damaged!?

Refurb...

I am sending an email to dell escalation.. I have had it up to here! And i was put on hold for 1 hour today because they couldnt find that the system was mine?!

Time to email dell...

 

good luck i'm still in limbo i haven't found anyone who can make something happen, you can try @dellcares on twitter but so far they haven't gotten me anywhere

 

Whats your situation? I emailed [email protected]

Last time i emailed them i got results i had a 1640 with throttling, hopefully ill get something again.

 

i've got some ramblings about it at my blog in my sig but basically i've got a studio 1749 with serious heat issues they've tried replacing multiple parts but the problem persists.

they wanted me to send it to depot but i refused so they offered L701X as replacement but I balked because of the 900p resolution vs 1080p which i have.

at the time i didn't realize i could switch screens but the point is if i get a replacement with 900p then they only have to match that next time...i have 4+ years of warranty left....

so now i'm waiting on either the tech to call me back or supposedly a 'service manager' whatever that is

and i guess my biggest problem is every step of this process of having multiple part failures etc i've had to follow up as dispatches were not created etc and previously i had to downgrade from 1200p to 1080p...dell's excuse is....we don't have any laptops with 1080p resolution available....same old story

and...i keep thinking of more.....when i purchased the extended warranty i specifically addressed the screen resolution issue

 

Really? Wow, i hope that doesnt happen to me, because i have a 1080p as well. I just emailed them today, so im assuming i should get a call tomorrow! Hopefully they will offer me a XPS 15. It is so beautiful! lol Expecting my call tomorrow.

at them! You must get your equivalent, and exactly! I paid for the RGBLED my self! Otherwise i wouldnt have gotten the laptop.

 

Whoa why did you schedule your call in 2 weeks, kinda long no?

 

actually that will be my second call the first one they were like all we can offer is 900p and i was like well call me in two weeks.....

at the time i was thinking if i gave it a few weeks they might have some returned L702x's...but seeing how slow they are shipping probably not....

 

Damn man... Good luck! I emailed them around 5pm yesterday, and still havent gotten a call, last time a year ago i got a call around 11am! Dammit... lol

 

yeah i think dell has some serious issues i mean they can't get the new orders out, they can't take care of people with warranty and when they get around to doing something it always comes out wrong

 

Hopefully ill get a call soon! I thought they called back within 24 hours! Do they call on saturdays? And if they dont call by monday or so ill email again, if nothing then ill try dell escalation team...

 

what the hell! No one even called me back yet!! And they sent me random parts?!??!

 

welcome to my world lol.....when they sent me the motherboard and heatsinks they also sent like about a half dozen random cables, cards etc...

yeah and i got on chat today to ask about a BIOS update and then that supervisor who is unrelated to my replacement case calls me trying to get me to take a substandard replacement.....

 

Yeah my frist experience on his email was great last year! For the throttling no questions asked. Now its like no one even responds lol

 

i think people have abused email dell executives so they just ignore it for the most part unless it gets picked up by some sort of media outlet

 

Wow!!! I emailed them again! 2 Days ago! And still no call! I see people are still emailing them and getting calls back allover the forums! I tried emailing [email protected]. Lets see if that gets me anywhere. Because they sent me a refurbished and they sent me a new monitor and palm and keyboard im happy with, but its throttling! I cant even play HD! And the specs on this baby are even better then my last one!!!

Any reecommednations if no call in 2 days? Should i try the dell escalation contact thing?

 

Yeah in the http://forum.notebookreview.com/del...io-xps-1640-45-47-replacement-thread-130.html

thread there is like 20 people in the last few weeks emailing [email protected] and getting instant responses!

 

Well i emailed [email protected], seems like [email protected] is no longer working. I got a call the next day, and he offered a brand new XPS 15!!! No downgrades!

 

Well tech support never called me back so I'll try this as I've exhausted every other avenue, chat, email, telephone, dell community forum, twitter.....

 

So I emailed [email protected] and I get a call from a very bullish support agent who insist they have offered me all that they can and they can not match the screen resolution on the replacement.....so yeah i don't know what to do now

 

Maybe it is the lawyer in me, but if I were in your shoes I would take Dell to small claims court. I might also contact my local news stations. Surely they could research Dell's poor track record with warranty service and do a story on it. Good luck!

 

Just got off the phone with my 'new' agent basically said they sold the original warranty in error and that it should not have been sold to me. So they are going to refund that and send me a new L702x that will have no warranty.

 

That sounds like good news. I would make some calls to Dell sales and/or customer service and see whether you can purchase a warranty for the replacement. If you can't, try Square Trade.

 

They are replacing my computer totally new with this!

PHP:

1    225-0675    XPS 15
1    310-0173    Airborne Documentation, System Exchanges,Factory Install
1    312-1185    56 WHr 6-cell Lithium Ion Primary Battery
1    317-6409    2nd generation Intel Core i7-2720QM processor 2.20 GHz with Turbo Boost 2.0 up to 3.30 GHz
1    317-6414    6GB,DDR3,2 DIMM
1    318-0138    JBL 2.1 Speakers with Waves Maxx Audio 3
1    318-0151    Tray Load Blu-ray Disc BD-Combo (Reads BD and Writes to DVD/CD)
1    318-0392    Windows Live Wave 4
1    318-0434    Roxio Creator Starter, FI
1    318-0490    Elemental Silver Aluminum (WLAN)
1    320-1673    15.6FHD TLF B+RGLED LCD L501X
1    320-2120    NVIDIA GeForce GT540M 2GB graphics with Optimus
1    330-6222    Windows 7 Label
1    331-0413    mini Display Port to VGA Adaptor
1    331-1668    Backlit Internal Keyboard - English
1    331-1674    Resource DVD (L502X)
1    342-2372    640GB 7200 RPM SATA Hard Drive
1    410-0487    Microsoft Office Starter: reduced-functionality Word and Excel with ads. No PowerPoint or Outlook
1    410-1883    Adobe Acrobat Reader 9.0 Multi-Language
1    410-9453    McAfee Platinum, 15 Month, MUI
1    420-6436    PC-Restore, Dim/Insp
1    420-6576    DELL WELCOME,Software Dimension/Inspiron
1    420-8878    Soft Contracts Dell In-Home Hardware Agreement
1    420-9691    DataSafe Local BackUp
1    420-9876    Cozi-Calendar
1    421-0092    DELL-DOWNLOAD-FLAG
1    421-0757    Skype VOIP Application
1    421-1737    Genuine Windows 7 Home Premium, 64bit, English
1    421-2086    eBay Webslice
1    421-3642    Basic Stage
1    421-3874    Camera Software 2.X, Factory Install
1    421-4060    Fast Access Facial Recognition 3.0 SW Application
1    421-4118    WHITEPAGES.COM,Webslice
1    421-4289    Dell Support Center Software 3.0
1    421-4550    Power DVD 9.6, 3D
1    421-4736    Wireless Display Software
1    430-3893    No Mobile Broadband L501X
1    430-4038    Integrated 10/100/1000 Network Card
1    430-4048    Intel Centrino Advanced-N 6230 and Bluetooth 3.0


 

That's a sweet configuration, congratulations!

 

i asked dell they said they will flag my file and i will not be able to buy any additional warranty....i am currently trying to find out how squaretrade would handle this since there will not be a purchase price

sorry i've hijacked your thread........glad your getting everything sorted out

 

No worries!

And squaretrade is great! They will cove the complete cost and send it back to you! I had a sony ericsson that cost me 150 bucsk, got squaretrade and they sent me the full cost back cause it wouldnt turn on in 4 days!

 

yeah i've got squaretrade on a few items but never had to use it yet....not sure how it will work since there won't be a purchase price for this laptop...

 

So any luck on your replacement rayizon? I got a call and the first thing he did was give a new replacement. Hows your situation going?

 

well after emailing [email protected] i got a call the next day from a very rude rep who insisted i send my system to depot....i of course tried to explain replacing parts over and over wasn't going to get anywhere and besides i had at home warranties etc.....

so then supposedly the same tech calls me back......it didn't sound like the same guy but maybe he just changed his attitude......

anyways he basically is now saying they should not have sold me the 5 years of warranty (because my current system is a replacement refurb) and they are going to refund me the cost of the warranty and they are supposed to send me a new L702x with one catch, that it will have no warranty whatsoever.....

he said he would call me back today and verify my refund amount and also confirm the specs on the replacement system....

honestly i'd rather them keep my money i paid, send me the new L702X and let me keep the warranty....

we will see what happens

 

Wow! Thats insane... Well loko on the bright side, you are getting some money back, and getting a new system. So for now it shouldn't hurt. But you are telling me there is no warranty what so ever? Not even 90 days? 1 Year?

Can you still extend warranty on it? I bet you can call some tech and ask them to they wont even know about it. And be like i want to extend warranty.

That sucks though, but in this case, i would take it. Seems like the best option. BUT Try to fight for it!

 

Also i should be getting my replacement today

 

The tech i spoke with who is supposed to be on the corporate escalation team said they will flag the system and will not allow any warranty to be purchased.

I am definitely going to try and strongly ask for at least a 1yr warranty just out of principle but I am also trying to get SquareTrade to tell me what they would be able to offer as well.

 

Hell yeah... Well the beauty with squaretrade is youll get your full money back in the event of anything. So then you just go off and buy a new dell with all the kinks and warranty! AND defiently fight for that 1 year... Cause with a dell you know you are bound to run into something lol..

 

Let us know how the laptop is.

I'm waiting for Dell to send me a replacement M17X R2, I bought one from the outlet and they shipped it to the wrong address so it's on it's way back to Dell!!. I don't know why they can't just call Fedex and tell them to change the address then continue the shipment, or once Dell receives the unit they can just send it back. I'm afraid they'll take weeks to send a replacement only to receive a lower configured laptop. The guy said within 18 days, I've never dealt with Dell replacements before but I assume it'll take 18 days.

I may try E-mailing Michael, I tried call Dell and I just keep getting transferred back and forth.

 

Did you get all your issues with Dell worked out?

I finally got my issues worked out.....it took a while but its all good now