Unreal Dell Support Issue *Read*

Ok, i already knew that Dell support was crap. But this issue was extreme. This happened to a close family member, but i was involved in the calling, etc.

so...

One day the laptop (Inspiron 1520) slipped off the arm of the couch backwards on the floor, the computer flipped over and closed on itself. ( The sceen broke- it went VERY dim, unusable)

-Yes, a stupid postition to put the computer...not my act...

So, anyway, I contacted Dell support. It wasnt covered in warranty (obviosly) and would cost $400 to get the screen replaced.

-Now, i dont know the rate of other companies, but it seems a little high.

They gave us a shipping address and said that it would take approx. 2 weeks. We packed and shipped it. A couple days into it, we called to check status. They hadnt recieved it yet. Same responce for the whole 2 weeks. I then was concerned. I "drilled" deeper (which took almost 10 minutes of arguing with the rep for someone higher). They asked for the address that i shipped it to. Apparently, they gave me the wrong address. This one was for repair... But for TV's. So, they said they would search for it and call me back in two days. They didnt... Thats beside the point, i did anyway, and they admitted finally that the LOST MY LAPTOP!!! they said that they ceased looking for it and they would send me a replacement. Since the 1520 is no longer available, they said they would ship me another model with simmilar specs to my last. Although they wouldnt tell me the model or line of the notebook i would be getting. Including the specs. I told them that i needed the 8400M that was in the last. they said they would "do their best". Which doesnt sound hopeful. So, thats where we are now. Waiting for the "replacement computer order to process", as dell said. Which has so far taken almost a week. Overall, its been slightly under two months now without a laptop for her and we are still trying to solve the issue.

We ended up getting an XPS M1530 with the same specs. Except for a T5550 vs. T7250.
Just figured i would share the story.

 

the $400 screen replacement seems like a reasonable price. i've read a few threads on here of companies charging ~700 and more. as for your replacement, it should minimum be what the specs were before as far as cpu, gpu and ram.

 

Normally they sent better laptops.

 

that's what i've read usually. but they might skimp on screen resolution or send you 5400 or 4200 rpm when you had 7200 or something. i wouldn't be too worried op. usually they send a comparable newer model laptop, they just can't promise anything because expectations might get confused.

 

A fragile lcd breaks after its dropped to the floor and its poor build quality? What do you want a steel cage to magically appear and protect the computer?

 

How'd he configure the 1520 with an 8400M GS? If they're sending a laptop with an 8400M GS, the only choice Dell would have is the (much better) XPS M1530.

 

Yes, i know that the LCD is fragile, but it was only 2 feet and on carpet. I had a VAIO thata dropped backwards from probably 4 feet on the screen and survived. The main thing i was trying to get at was Dell's crappy support though.

 

They used to. The 1520 isnt available anymore. Now the 1521 is, but they dropped the 8400M and 8600M to only the option of X3100. The PC was bought a few months ago with the 8400M, but the 8600M was available in it also.

 

Keep pushing for the M1530, they will have to match it eventually. Especially because they lost the first one...

 

Two months?

I think you need to ask Dell for a full refund. That or go to the BBB to file a complaint.

 

They need to send you a M1530, they owe you big time.

 

dell will only send replacement, already tried that.

 

They finally processed the order. It will be the M1530 with the same specs. It has the T5500 instead of the T5250. But I belive that that it the CPU is the "neglected" one and lacks many features. So we are pretty unhappy, after this long you would think they would give us some kind of upgrade. Oh well, that's crappy Dell support.

 

They're giving you a notebook that costs more than double what he originally had... I'd spend $150 to upgrade the processor, though.

 

What about your info on your other laptop? How much private information was on it? I would be concerned about that and I would still push that issue after you receive the new laptop.