dell Escalations opinion

I have been fighting a battle with Dell for 2 months because of problems with my notebook i am on my 3rd harddrive 3rd lcd and now my onboard video is failing the problem is that they have replaced my 80 gig hard drive with a 120 gig hard drive and upgraded my cpu from a T2050 to a T7200 all of the above has been a good thing, now that my onboard video is dying (major artifacting after about an hour of use) they are agreeing to replace my notebook this is good news.
the bad news is they only want to send me what was ordered originally before upgrades by parts replacement. techs tell me there is nothing i can do so they have Escalated it to a higher authority and will get back to me in 12 to 48 hours am i out of line asking for what my notebook has in it now? even though it was upgraded through parts only exchange
what are your thoughts?
thanks
jim

 

They should give you what they gave you in upgrades on the replacement just to cover all the BS you've been threw.

 

so far its been a battle they've escalated it to yexas and will get back to me its like i have told a few supervisors today during a 4 hour conversation i feel like ive been jilted by dell because its not my fault that they have upgraded parts and why should i degrade my notebook? its kinda hit the point of principle theirs versus mine let the battles begin
jim

 

you should be able to get back what you give them. It's not a minor thing having a notebook replaced. You're losing a lot of the data that you've accumulated. Not only that but you've already been through all the BS with the notebook you're going to get. I'd tell them you want a complete refund if they're not going to give you the same specs that you're handing over.

 

Is this a new laptop or have you had it for a while?

 

bought new august 8th 2006
jim

 

Tell them... those upgrades were your reward for putting up with BS... Now you need to put up with even more BS and they're punishing you?? You should ask for a completely different model since you have lost all your faith in the current one.

 

I had a heckuva time earlier in the year. I finally got everything resolved through the outstanding issues team. They were great.
https://support.dell.com/support/to...outstanding_issues_tech?c=us&cs=19&l=en&s=dhs
they will email you back from US_ACS_REL_Outstanding_Issues @ dell.com
DON'T just email that address or you will NOT get an answer. Use the form I linked to. I wrote a long, pleasant but strongly worded email to them in that form, and they got back to me within 48 hours. It's an email only team and you always deal with the same person.

 

I am dealing with the same team you are talking about except over the telephone they are supposed to get back with me within the next 24 hours i am thinking about changing to a different model but i do not know if they will go for it i have a 1405 and might try to talk them into letting me change
jim

 

Crykey!! So many problems with the e1405... I'm starting to worry about the quality of that model... I guess I'll find out in a couple-10 business days

 

1405s are great a friends runs about 8 hrs a day at 100% 7 days a week and he has never had a prob but its like anything mass produced there are a few lemons i just get to make lemonaid!
hard part is staying calm and dealing with tech support that has no power when it comes to my replacement the downgrade they want me to take feels like a slap in the face but gotta keep smiling cause im gonna win in the end
jim

 

Update: just got off the telephone with Dell customer support omni team (dont ask me what that is) but it is higher than the system resolution team
anyhow they are trading me notebooks what i am getting for my 1405 is an XPS 1210 they are going to email me sometime friday with the specs i will update then

 

Wow XPS? That is crazy, please let us know how that goes.

 

Sounds like you took my advise Are you going to have to pay additional for it or just extra to upgrade it... gpu etc.

 

nope nada thing probably gonna end up with a gma gpu dont know the specs other than c2d and dvd burner but they are supposed to let me know they (the omni team) volunteered yje xps or a 710 my choice it did not take long to decide, now we waits for progress patiently for a change
jim