Dell Exchange Problem

Hey guys!

Guess what! I'm still having difficulty with this stupid exchange issue. So my story begins about 3 weeks ago, when I called into Dell to make an exchange for my refurb E6400 which had some minor issues.

The first tech I talked to approved my exchange without any issues, and told me to wait for a package. Though, he said he couldn't send me a confirmation email for some reason. I called back a few days later just to make sure, well, the second tech I talked to found that although my exchange was approved, it hadn't been pushed through the system yet (!?). He sent me a confirmation email, and told me it should be all fine now and should take 5-10 days maximum.

I got his email, though I didn't read that closely until 10 days later. He asked me to respond back with my contact information even though they do have it already? His email also mentioned a service instead of an exchange which confused me as to what was going to happen. So I sent back an email, and called back today just to make sure my exchange was happening since no package had arrived in the 5-10 day period. The third tech I talked to found my exchange still approved and didn't really know why I needed to respond to the confirmation email. In addition, he told me that even though I bought a refurb unit, I called in to get an exchange within the 21 day return period, and therefore Dell was building a brand new unit for me. The first two techs failed to mention this, and in fact, even told me that they were sending me another refurb.

Anyway, even though they are building me a new unit, he said it should take about 7 days. So either way, used or new, I should have received a package in the mail by now. Also, he didn't have any timeframe for me to expect this new unit. Apparently there was no stage notes written along with my service request. I asked him to find out exactly where along my unit was, and a for a timeframe. So now, he's going to send out a email to me when he knows more...

Seesh! So after 3+ weeks after calling the first time, I finally learn that Dell is actually sending me out a new unit, but I have no idea when it's going to get here. Does this sound normal? And sorry about the length of this post...

Thanks,
Eric Huang

 

I feel your pain (through another company, not Dell though my sig appears to say otherwise). As to whether it's normal.. I don't know.

 

Yea.. something I learned.. not with Dell ('cause it never happen with me), but with other companies in general, when their system goes bad.. it means an annoying issue for you. It sucks when it happens. I usually say, I'll call back when your system is back online.

 

Still waiting for that email lol.

 

That happened to me last 2 weeks go. If you can get hold on to escalation department I bet it will expedite the delivery. I got my new machines in a week after I filed a compliant to escalation department.

 

You know, it's really hard to feel any sympathy for someone who bought a refurbished E6400, and then is getting a brand new one built for him .

Just relax, Dell will take care of you. You have an almost perfect laptop right now to use. What's the hurry?

 

You paid for refurbed and are getting a new one, be happy. It's a better way to live.

 

True, but apparently if you call and arrange an exchange while you are still within the 21 day return window...they have to give you a new one. But, the problem here is that I have no idea when I'm going to get the exchange...it could be months as far as I know. I've already waiting 3+ weeks for an exchange that was supposed to be 5-10 days. I'm going to give them another call since the last tech still hasn't sent me an email.

 

Why can't they give you another refurbished one equipped the same way?

 

Ok, time to get things moving.
1- Call Dell on Tuesday, as see the status of your situation, if they play you around go to Plan B.

Plan B
- Type up a formal, well made, all by keeping your cool and calm. Explaining everything in details, and how it prevents you from working and other consequences (if any). BE REASONABLE.
- Wait 24hours, and read it again, and perform any modification needed. You tend to remove stupid stuff, that will make your e-mail ignored.
- E-Mail it to Michael Dell: Michael@dell(dot)com (last changed Nov 17 2008) (yes, CEO of companies do change their e-mail every time it gets too flooded).
- If no response after some time, go to Plan C.

Plan C
- Post your story for publishing (if you are lucky) to: http://consumerist.com/ and ask for advice.

P.S: Say Thank you to Consumerist.com for Dell CEO e-mail (source: http://consumerist.com/5091557/email-michael-dell)