Dell played me

So my laptop came with a screen imperfection which allows light to leak out of the seams on the top between the screen cover and that back cover. I called and they said they were sending out a replacement. I got a confirmation number and everything. I call to check on the status of the computer and they tell me it was cancelled because the new processors came out, and that my only option was to return the computer for a refund which i can expect 30 days AFTER they recieve the computer. School is just starting. I need my laptop. So basically what they are saying is that im either 1 forced to return a defective computer and wait 30 days for a refund, then another two weeks to recieve a new unit. Or keep my defective unit and run out of the time to return it (21 days). All because a new processor came out. Damn.... thats messed up. any suggestions? thanks

 

They are lying. New CPU's are the same price.

You have warrenty, stand your ground.

 

so keep pushing for that replacement? i dont want to accept repair for a laptop with defect after 10 days ya know?

 

Sometimes you have to try more then once, because you will get people who are lazy and try to give you the "No not going to happen" so they don't have to do their job.

I would def call them back and be more assertive when speaking to them. Do some small research into your issue, know what you want to say and what issues you want to address before you call them.

Some key things to always remember when dealing with any type of over the phone issues.

-Be professional,polite and assertive
-Do some research into your issue before hand
-Know what you are going to say before you say it
-Know what you are talking about!

 

yeah.. i mean i feel like why is it my problem that they changed processors. not my problem. they should exchange it just like they said they would. not just cancel.. so im guessing call tomorrow and push again?

 

I had a similar issue, cost me quite a bit of time in phone calls. I did get them to send a replacement.

Having a repair on a brand new item when you can return it within 28 days even if you dont want it is daft.

I had marks on my soft touch, a faulty board and hard drive.

You can imagine my annoyance when they said they were repairing it, may as well just bought a replacement. If you wanted a refurbished unti, you would have bought one............and a considerable discount.

You really have to stand your ground and insist they replace it. I was told that after three failed repairs.......... a replacement can be authorised. So the process does exist, they just dont like doing it.

 

What problem did u have with ur board? I seem to be having some issue with my SSD/Harddrive and I am starting to think it may be MB related.

 

If all else fails, file a claim with the bank that issued your credit card. My bank gave me a full refund for extremely poor customer service after I filed a dispute. It took a couple of months, but worth it since my issue doesn't affect the computer's appearance or performance....