Are Replacement Systems Usually Refurbished?

After going through 3 LCD replacements, Dell Japan has offered me a replacement system. Are these usually refurbished, or new systems? The rep assured me that it would be a brand new system, but that's what they said about all of my replacement LCDs, and the second one was clearly not new.

Besides the strange thing I have stuck under the top left corner of my current panel, I'm happy with everything else, and I don't want to replace this with something that is worse than what I have now. Does anyone have good/bad experiences with replacements they'd be willing to share?

 

I have never needed a replacement system for laptops that I personally own. But every replacement laptop that I've seen at work has been a refurbished unit. Every replacement electronic device that I have ever received (smartphones, iPods, etc) were all refurbished items.

So based on this experience, I would say that it is highly likely that you are going to get a refurbished unit. From personal experience, I can say that I haven't had any problems with any refurbished item that I've received. They WORK, which is probably the most important thing to me about the refurbished item.

 

A bit crap though if you paid for a NEW unit, and then when something goes wrong and they have to replace it, they send you a refurbished unit. If I pay for something new I want something new. End of.

 

I have seen posts in this forum stating that you need to convince the Dell rep on the phone that you need a new unit and this is an outrage, I paid top dollar, I'm telling all my friends about Dell, etc. Once the rep agrees (call back later if you get a stubborn one), have them send you a confirmation email. Then you will get a new unit. But if you do not raise a stink on the phone, you will always get a refurbished one.

I have not had to do it yet, but it sounds very possible to get a new unit. However, use your several visits from the local tech to help support your argument for a NEW system.

Cheers,
Stain

 

I personally wouldn't care as long as it doesn't have defects

 

My first one wasn't, it was brand new. However, I have a feeling this 2nd replacement is indeed a replacement. But, tbh, it is the best one of the 3, so I don't care. It's still the same warranty.

 

Thanks to everyone for the comments. I'm expecting to get a refurbished system, though the rep on the phone assured me I would get a new one. I didn't make too big of a deal, but I did I complain a little. I told him that I've owned many laptops from companies like Sony, Toshiba and NEC and that I never needed anything replaced for those, and I asked why Dell can't seem to make a new LCD panel without problems. He apologized profusely and assured me that I would be getting a new system. He told me that it was in production at the factory now, and that it would take a few weeks to arrive.

I asked him about the different panels, and tried to convince him to give me a Samsung (which I personally liked better than the AUO), but he said he had no control over that.

Personally I feel like if I pay for a new system, I should get a new system. When I get a brand new system, it should be fine out of the box, without dust under the screen, magic marker on it, and pieces of plastic stuck under the screen. But then again, if I get a refurbished system that looks brand new and has no defects upon arrival, I guess it doesn't really matter to me. I am to the point where I'm so tired of talking to reps and having incompetent techs come out, that I just want something that is clean and works as it should, refurbished or not.

 

My exchange was a new one. Custom built. It took 2 weeks. Arrived in full retail packaging. Came with updated Ram too.

Yours probably is too.