ordered studio from dell outlet...sent wrong specs...

Hi, newbie here...

I've been researching my laptop choice for a few weeks now, and these forums have been really helpful. I finally decided on buying a Previously Ordered New Studio 15 from the Outlet. I received it within 5 days of placing my order, so I thought I had escaped the "Dell Issues." And then....

I realized that first day, after I opened it, that I had received the standard keyboard instead of the backlit one that I had ordered. I had ordered purple. This color looked more like midnight blue than purple. I had lots of opinions on it from various people, and they all agreed that they thought it was the wrong color.

I called Dell the same day I received it. Runaround after runaround. They had me check the service tag, and just kept telling me that the service tag matched the order, and that I had exactly what I had ordered. The guy even told me that I did not order a backit keyboard...when I knew I did!

A few days later I finally received my invoice in the mail. (Don't know why it came seperately?) It clearly stated on there that I had ordered the backlit. Called back again, and after 2 hours and several reps later, they finally confirmed that the computer that I received, while it matched the service tag, did not match the invoice. (I even had to take pictures of my keyboard to prove to them it was incorrect!) So, we went to set up a replacement, but it was so late that dept was closed. My rep told me to call back tomorrow, give them the case #, and I should be all set.

Of course, I wasn't. Called today, and they had me go through the whole process AGAIN! Once it was confirmed, they agreed to send me another laptop, with the exact specs that I had ordered. But then, the rep told me that they CANNOT guarantee COLOR....because I ordered from the Outlet. They will try to match, but I will get what I get. The specs will all be right, just the color might be wrong.

Am I right in thinking this is WRONG??? I know I ordered from the outlet, but I waited until I found EXACTLY what I wanted. Now, I'm not getting it. Shouldn't I get what I paid for?

Also, as much as I tried, the rep today that set up the replacement said he couldn't give me any email indicating that we spoke. That I would just have to wait for the confirmation email indicating the replacement. I feel like I'm just left out here hanging, and that I'll probalby have to call back again...they have lost my trust with all the runaround they have given me.

Are some of my rights lost because I bought from the Outlet? Is there anything more I can be doing? i just don't have a warm feeling about all of this.....

Thanks for the help...you have all given me a lot of info, and I'm hoping you can help a newbie!

 

try and ask for your money back(as in return). and just say you will wait until the right one comes up for sale again... see what they say.

 

dell cs is really bad imo. the vostro in my sig is the last dell I'll ever own.
just return the laptop if your not pleased with it.

 

I'd give them a shot to see what they do send you. After a few days, they will send you an email containing information about your replacement laptop.

When I had to deal with a replacement laptop they tried to do the same with me but I specified the options that I required (vista business, matte screen and nvidia card). If you specify hard enough, but nice enough you should make some headway with it.

The problem with the outlet is they may not have another specific copy of your machine in there. They will probably wait for the right one to come in for a few days or just make you a new one (can't guarantee it though).

If the invoice said backlit keyboard and you are satisfied with the rest of the laptop maybe try demanding that they send you the backlit keyboard.

I know I wouldn't be too happy if I ordered something and I got the wrong thing.

Dell customer service ain't the greatest, but I've had good luck *knock on wood* with my dell computers so far and the outlet prices can't be beat.

 

I had actually asked for this. The color isn't as much an issue to me as the keyboard, obviously. (Although, I do feel since I waited until the Outlet had a color that I thought was agreeable to me, that I should hopefully get he same in return.)

The guy at tech support told me that if I ask for just a different keyboard, that could be a whole other issue. He said that when a replacement is requested, that it needs to be an EXCHANGE for the same item, and this would be an exhange for a superior item. He said that he would be afraid that my order would be cancelled because of that and that I would run into more problems than if I were to just replace the entire laptop.

 

Well it would be an exchange for a superior item ... but a superior item that you paid for.

 

That's what I thought. So, do you think that I should still try to go this route, instead of hoping for a whole new laptop, with the same specs that I already have, that isn't refurbished? (When I ordered, I ordered "Previously Ordered New. Doubt I'll get the same thing in a replacement. My bet is that it will be refurbished, and hopefully without any problems.)

If I were to do that, would Dell then send out a tech to replace it? I am not that savvy to be able to do it myself. Plus, another thing I'm worried about in exchanging this laptop for a different one is that I have been using this one already, and have passwords and pictures and personal stuff on it already. I know you can ghost it and remove all those items, but not being tech savvy, that makes me nervous if I don't do it right....

All these questions! Sorry! But you all have been a help so far! Thanks!

 

Well, lo and behold, I got a phone call from Dell early this morning saying my replacement laptop had shipped. 2 hours later, it arrived!!! So far, everything looks just as I had originally ordered it, backlit keyboard, etc....even the color was correct, which they said they couldn't guarantee! I've only had it for a few hours, but so far, I think everything looks ok.

As another bonus, they included a bluetooth wireless mouse...maybe for all my troubles?

The only thing different is that I had originally ordered, specifically, a "Previously Ordered New" laptop. This one has the big green "Refurbished" sticker on the bottom. A little diappointing, but I knew it was going to happen. As long as there are no further problems, i guess I'll live with it. My husband thinks I should still fight it, since it is still not exactly what I had searched for on the Outlet site, but after all my phone calls last week, I'm too tired to call and deal with India again.

Just keep your fingers crossed for me that this is the end of my Dell CS issues, and that my refurb doesn't give me any trouble. I must say they were pretty quick in getting me my replacement, so kudos on that aspect. Now lets just hope everything else is a positive experience, as well.

 

Well the replacement arrived, and fast!!!

I hope that all works out for you! And, of course *fingers crossed* for a postive future with Dell and your new lappy!


Cin

 

I often think that dell intends for us to get tired of jumping through their hoops and that we just wont bother call them anymore