What is going on with my system exchange?

This is actually my second exchange. (Funny story, Dell shipped me my laptop back 3 times from the Repair Depot and each time it would not power on. They sent me a refurb system exchange which ALSO would not power on. It only took 9 regular days to receive the new/broken laptop at my door.)
Anyway, I called Dell on June 23 to request another system. Apparently "the exchange was set up on June 25th." So far, I can't view the new system on my Dell Account. There is no new order number like there was last time! Every time I call, no one seems to know if this is an issue for Customer Care or for Tech Support. As far as I can tell, the order has apparently been delayed due to backlogs. Consensus seems to be that it will ship today or tomorrow, yet now I am on hold with a woman who "can only tell [me] that it is in production at the warehouse." I want to check what subcategory of production it's in, but like I said, I don't have an order number. Is it normal not to have an order number yet? I'm worried.
Please advise me as to how I can just find out when I'm going to get my laptop! Thanks!

 

Odd how after calling and making some threats regarding the warranty lawsuits going on right now, I suddenly have a service tag despite being told it would be five more days.

 

And what lawsuits are you referring to?

 

Good luck - see my post several threads below yours! I had a system exchange ordered on 6/9 and I still have no service tag or laptop in hand! I hate Dell and I am preparing paperwork to file a small claims court case against them. I also sent a letter to our Atty General in CT who just sued Dell. I don't have time for Dell's games. They suck....I'm in the market for two, maybe three, new laptops and I can promise you, I will not be buying Dell.

 

Good luck I have been waiting about 1 month now for a system exchange and it still hasn't shipped. What happened to Dell's top notch customer service ?

 

for some reason I thought this was recent news.

http://www.legalnewsline.com/news/212870-cuomo-wins-lawsuit-against-dell-computers

 

I called and complained that my exchange was being delayed, so now they are shipping me a brand new not refurb yay

 

lucky you... but threatening without a follow-through is not a good way to do things... put everything in writing, and if it doesn't come out the way you want it... take dell to court. you have the right to either a working product or your money back. Also, if you threaten dell (and you find a nasty CSR), you may find that Dell's counsel team may want to have a word with you in court as well (with you NOT on the good side).

Be very careful with threatening suit. One wrong word can yield disastrous results with their legal team.

Jason

 

Yeah, I will. I'm a paralegal and my boss told me she'd help me file suit.
I don't see what is wrong with threatening to file suit. I simply informed them that they could expect a lawsuit if they continued to disregard my warranty.

 

Having done paralegal work in the past... if you put a threat with intent to sue, it can be construed as an outright threat to a company's good name. Thus they can sue for harassment if they don't actually get a followthrough (the suit). At least that's how it was when I worked in Broome Co. under my atty). Hell, I don't even threaten. I try, i stay diplomatic, if all else fails (CSRs, escalations, kind letters explaining to executives, etc.) and my resources are dried, i just go for it. More of a shock, more effective, and they don't have the initial threat recorded to use against you.

Jason