E6400, keyboard not working, Dell sent new system. Will I receive new or refurb?

I purchased Dell E6400 (still within 30-days) and found out that button Q on the keyboard is not working properly. I mean it works, but I need to press it harder to type Q. I called Dell and Dell suggested keyboard replacement and I am ok with it.

The next day, Dell called me saying that they don't have keyboard replacement so they will send me another E6400 systems to replace mine.

My question is: will they send me brand new E6400 or refurb E6400? When I asked with Dell chat online:

me: will i receive new/refurb?
dell: did you buy new/refurb?
me: i purchased new
dell: then we will send new replacement.

the way they stated is so un-assuring that's why i posted this message here and see if anyone has any experience.

also when i receive the replacement, how do I know if this is true new -or- factory refurbished?

 

I believe they are going to send you a refurb because it happened to me.

 

You ordered a brand new system? Why can't they either just send out a tech with a replacement keyboard (b/c its impossible for them to be all out), or just let you send it into the depot and let them fix it... Their response seems odd.

 

If it's a physical problem with just a key or two, definitely get the keyboard changed rather than swapping out the entire system, even if you have to wait a few days.

 

No, if the defect is within the first 30 days you received the system, Dell will send you a brand new machine, not a refurb.

If after the 30 days, they will either repair it via onsite tech or in extreme cases replace it with a refurb or new at their discretion depending on the reason it's being replaced.

 

Exactly; that's why I suggested he wait a few days until the 30 day period was up; assuming you like your current system, the brand of hard drive, the screen manufacturer, etc.

Unless, of course, you prefer a new system.

 

If you order a new Dell machine, you are getting a brand new machine. They will re-build one for you. How do I know this? Because this is what Dell Canada did. They also gave me a new tracking order of the build steps of the laptop.

They are NOT going to replace your keyboard.
I asked about keeping the system until I get the new one, they said yes.

If your system is after 30 days, and you have onsite tech, then a new keyboard will be sent to teh tech guy that will pass by teh next day (or when you want) at the time arranged, to replace your keyboard.

If that fails, than a motherboard will be replaced. At that point if other problem occurred, then you will receive a new machine (it's MUCH cheaper for Dell to give you a brand new machine than send a tech guy for several hours at your place and the price of parts)
How do I know that that you'll get a new system.. because it happen to me again on a different issue... (BTW the system works perfectly now, if you wonder.).

 

But obviously for refurbs, you still get a refurb right?

 

I guess so... But that is one of many reason you pay a fraction of the price.

 

To the OP...
you get to use the E6400 you have while waiting for the replacement machine,when it arrives,if there is anything about that one you don't like,then just swap out the keyboard and keep your original E6400. the keyboard is easy to remove.