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E6520 Owner's Thread

Discussion in 'Dell Latitude, Vostro, and Precision' started by pbdavey, Mar 29, 2011.

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  1. CHRIS_83

    CHRIS_83 Notebook Consultant

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    CHRIS_83, Oct 28, 2011
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  2. CHRIS_83

    CHRIS_83 Notebook Consultant

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    CHRIS_83, Oct 28, 2011
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  3. Scott_RC-TEK

    Scott_RC-TEK Notebook Deity

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    Contact Dell again and demand they replace the following parts or you want to return the unit for a full refund as the majority of your items are NOT common and not acceptable.

    (1) 6XGM9 Assembly,Cover,Liquid Crystal Display,HD+/FHD,E6520

    (1) 7DRVY Service Kit,Assembly,Bottom,Magnesium-Alloy,Black,E6520

    (1) HJ3TN 15.6in UltraSharp FHD(1920x1080) Wide View AG LED-backlit with Prem Panel Guar, Dell Latitude E6520

    (4) WYNH6 Screw,2.0X8.0,Stainless Steel,Machine Screw,YNL,E3

    (6) 63PDH Screw,M2,5X5,Phillips Head,TF,BCS

    All they need to do is look at their own web site for reference pictures that show what it should look like.

    Scott-
     
    Scott_RC-TEK, Oct 28, 2011
    #573
  4. CHRIS_83

    CHRIS_83 Notebook Consultant

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    Hi Scott,

    Thanks for your comment, much appreciated.

    I have requested Dell several times to fix the issues but Dell doesn't even acknowledge them!

    Basically they are saying that everything is within their "standard"...

    Here are the replies:
    1. Screen “bleeding”, i.e. screen brightness is not even across the lcd panel (pictures attached) – Not acceptable
    Uniform brightness is not part of ARB refurbished laptop LCD requirement. Inspection angle is +/-30degree angle from perpendicular angle.
    2. Base cover is not assembled correctly, the cooling grill protrudes from the unit on the notebook left side (pictures attached) – Not acceptable
    Valid
    3. Almost all the bottom cover screws heads are nearly stripped (pictures attached) – Not acceptable
    As long as screws are functional they are not exchanged. There is no cosmetic refurbishment on the systems.
    4. LCD back Cover is not flush on the right corner (pictures attached) – Not acceptable
    It is less then 1mm it is within grade 0 rules.
    5. Battery not fully charging – Not acceptable
    Battery is not a warranty item. As long as it is functional it stays in the system.
    6. There are some scratches on the base cover and side (picture attached) – Acceptable
    It is within grade 0 rules.
    7. Windows 7 and drivers CDs are missing
    No driver CDs kitted any more to the system. Please check order confirmation.
    8. Keyboard trackpoint missing (picture attached) – Not acceptable
    System is refurbished with standard 2PJKW KYBD,105,UK,BLK,ENS3 keyboard. Why customer thinks that he should get one? Please check order confirmation.
    9. Screen closed not aligned to the notebook base (picture attached)
    Designed and built like this

    I have then replied the following but I had no reply back:

    1. I have bought that particular high-spec machine with full HD screen to ensure I had a top quality screen but according to your email I have to watch the screen only on a particular angle otherwise it is perfectly acceptable to experience screen bleeding and “6 lamps effect in the middle”... . In any case, if inspection would have been carried out correctly as described (Inspection angle is +/-30degree angle from perpendicular angle) then the engineer would have noticed the bleeding/6 lamps effect and replace the LCD panel. BTW I wonder what is the meaning of "premium panel guarantee"? Certainly in a review link on the Dell site there was no bleeding http://www.notebookcheck.net/typo3temp/pics/13576a648b.jpg
    2. If the Dell Outlet QA requirement are so stringent, why the cooling grill protrudes from the unit on the notebook left side?
    In the FAQ I read “All products have been tested and repackaged to Dell Outlet standards”
    3. Not really, when you can't get the stripped screws off when servicing it. I can only guess that the wrong screwdriver was used or the job has been rushed.
    4. What if the LCD back Cover will detach further in the future?
    5. Battery should be replaced without question, in the FAQ: Dell Outlet also offers standard limited warranty coverage and the same excellent Dell service and support on our refurbished Products as we do on our new systems and Dell's standard battery warranty is one year
    6. Not concerned
    7. Answer incomplete, Windows 7 restore disc should have been included
    8. Keyboard trackpoint missing, in the tech spec page it is mentioned Dual Pointing Keyboard like for all the previous Latitudes and Precisions I have owned. I am not asking for a backlit keyboard which it should be granted on a top of the line spec notebook (i2-2720, FHD, Nvidia, 8GB RAM...) but at least to be what it is advertised on the main site description.
    9. I have a colleague and another friend where the screen is perfectly aligned to the notebook base (see attached sample pictures), I wonder what is the meaning of “a 360-degree bumper for added screen protection that can outlast the bumps and spills of everyday work when instead you have a gap on all sides” or “LCD protective seal that helps to form a barrier around your LCD panel when closed” if I have gaps on all sides of my notebook. BTW my other Dell M70 after 6 years of abuse does not have an uneven gap when the screen is close.

    I will try to escalate the matter when I will manage to find the correct contact as CS advisor, the line manager and Dell "How was your experience with Dell" are not helping resolving the issues. I may try to fix under warranty but I have lost hope...
    I cannot return right now as my other laptop failed otherwise it would have gone back.
    I would never have expected such a terrible experience from a company like Dell, hope in the US you have a better service than in the UK.
    Sorry for the long reply but I am very upset
     
    CHRIS_83, Oct 28, 2011
    #574
  5. Scott_RC-TEK

    Scott_RC-TEK Notebook Deity

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    Please confirm which Dell organization you are dealing with - the USA or Europe?

    Scott-
     
    Scott_RC-TEK, Oct 28, 2011
    #575
  6. CHRIS_83

    CHRIS_83 Notebook Consultant

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    Europe....
     
    CHRIS_83, Oct 28, 2011
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  7. Scott_RC-TEK

    Scott_RC-TEK Notebook Deity

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    I suggest calling the USA Dell small/medium business support and express your issues with your business class E6520. They typically have no issues taking care of customers with issues like yours. Typically, you would call 1-800-456-3355 from within the USA, but I think you can request a transfer to them via the International access line - +1-512-728-7424.

    Scott-
     
    Scott_RC-TEK, Oct 28, 2011
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  8. CHRIS_83

    CHRIS_83 Notebook Consultant

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    Thank you Scott, I will try ring them on Monday.
     
    CHRIS_83, Oct 29, 2011
    #578
  9. CHRIS_83

    CHRIS_83 Notebook Consultant

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    CHRIS_83, Oct 31, 2011
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  10. Scott_RC-TEK

    Scott_RC-TEK Notebook Deity

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    Sorry to read that. I hope it gets resolved.

    Scott-
     
    Scott_RC-TEK, Oct 31, 2011
    #580
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