sent a lower quality system replacement than my current syetm... what should i do?

I have had a ton of issues with my current system and opted to get a system replacement when they offered me one. Well now it's two weeks later and the system I received has worse specs than the system i originall purchased...

My original system was a xps m1530
wsxga+ (1680x1050) lg lcd
200gb 7200 rpm hard drive
t9300 2.5ghz
intel 4965agn
blue

they are trying to send me a system that has the same processor but is...
tuxedo black????
320gb 5400rpm hard drive
WXGA screen (1280x800) - this is my biggest complaint, it is WAY to low of a resolution for me
and a dell wireless 802.11g card.

I have been trying to get dell to help me all day, but have been sent around department to department with nobody really helping me(been hung up on like 5 times though)

Who should I call to get this fixed, what should I ask them to do????

 

Submit a complaint to them via their customer service department. Then, when that is not resolved (and we'd anticipate that it may not be), use the following link to get the complaint escalated:

https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_care?c=us&l=en&s=gen&redirect=1

The problem is that Dell typically do not send out new machines as replacements; so you end up stuck with whatever they have to hand. I would also ensure that you calculate the difference in cash value between the specifications to highlight why you are unhappy - and if possible why for example you are not happy with the individual components that are of inferior quality.

Hope that helps.

 

so I just submitted that form with the ENTIRE ordeal in that little box, lol. What are the possible outcomes of me submitting that form?

 

Well the problem now gets escalated to a more senior customer service representative who has the authority to upgrade your machine / replace with new machine instead of return etc.

Unfortunately there is no rule of thumb for what will happen now; but it has a better chance of being resolved than going through your typical "must follow the script" customer service rep.

Hope you get some luck!

 

ok... so I just got everything straightened out with dell and I must say I am very happy. They are sending a brand new machine as a replacement now, with a few notable upgrades.

They gave me a blu-ray burner (original had a dvd burner), a 256GB SSD (original had a 200GB hard drive), they upped the processor to the T9500 2.6Ghz (from a T9300), they gave me HD audio, and a high res(1440x900) led screen (From a 1680x1050 lcd screen... they don't have these anymore)

...woah upgades!

 

Woah... that's some nice upgrades, especially a 256GB SSD??? Geez..

 

I know... right! I was absolutely stunned when I read the spec sheet the rep sent me to confirm... he actually apologized in the e-mail that he wasn't able to upgrade me to 8 GB of ram because they aren't allowed to change from the original OS I got (vista 32 bit)... lol. I have been without a computer for about a month now though(this whole episode started with a tech coming to replace my motherboard...he stripped two screws, scratched my screen up, and on top of that I still had overheating issues). So I guess they are trying to make up for it... I would have been thrilled with a new unit with my original specs, but this is just freaking amazing.

 

Glad you managed to get it sorted! Hope your new machine is trouble free.