CompleteCare Expectations?

Basically my XPS M1530 got partially wet with salt water. I called Dell, and I found out it was under CompleteCare coverage. I didn't realize I paid for the feature, but I am glad I did.

I have been reading around here and other forums to get an understanding of what I should expect. I will update this thread post as the situation unfolds for the benefit of others.

My questions revolve around the possibility the unit is not repairable. I had two 90W power bricks and a 6-cell and 9-cell battery. I assume a replacement unit will only include one brick and battery. Does anyone have experience with that? I have an express slot TV tuner that wasn't damaged. Should I specify I need a replacement with an express slot? (This means a "comparable" unit would have to come from the Outlet unless I have a Alienware built which seems excessive. I would settle for a refurbished unit.)

Does anyone have any complaints about Dell Outlet refurbished units? Is there any warranty on that product other than the remaining time on my current unit?

Any suggestions, tips, or comments would be appreciated.

Time Recap:
Water Damage: 1/31/11
Called Dell Support: 2/1/11
Box Received: 2/2/11
Laptop Shipped: 2/2/11
Outlet Received: 2/5/11

Update:

Automated Phone Call: 2/7/11
- Confirmation of Depot receiving unit. Stated a second phone call will be made after the unit is serviced.

Dell CS Rep Call: 2/10/11
- Offers me XPS1640 with 1366 resolution, I ask for a 1600 resolution, he cancels the X1640, and passes the request up for approval.

I called Dell due to lack of correspondence: 2/16/11
- Customer Support tells me that a XPS15 is being built.

Unit Received in Mail: 2/17/11
Specs:
CPU - i5 480M
GPU - GT 420M
RAM - 4GB
HDD - 500GB @ 7200rpm
Screen - B+RGLED 1920x1080
Wireless - N-1000
Battery - 6 Cell
Backlight Keyboard

According to the tracking number, it shipped on the 16th around 5 P.M. from Nashville (Probably Lebanon Hub). Since I live in TN, I got it the next day. The unit appears to be new, but I cannot know for certain. It seems to be the cheapest parts that can be customized into the unit with the exception of the screen and keyboard. Only complaints is that I didn't get the 9 cell battery like my customer representative said he would add in.

 

You should receive comparable specs to Dell's best ability. I haven't had a serious issue with my Outlet purchases, though my recently purchased E6410 did go back to Dell.

 

Well when I damaged my laptops in the past they wanted me to send them to their "Repair Depot". I'm not entirely sure what goes on there but I always ask for parts only or a tech if I'm too lazy to do it since both are under my warranty coverage. I never had water damage but I did have a refurbished unit. I did not have issues with it that were SPECIFIC to the refurbished unit itself. They were system wide issues (M1330, so it overheated and such)

I don't think the word refurbished should scare you away, it should be pretty much like new. I didnt notice any defects on the laptop I received. All the plastic pieces on the laptop had the plastic foil on them and all.

Whatever happens, good luck!

CompleteCare ftw! (

 

That's odd that if you have in-home service they would even ask you to send it to a depot. Never asked me. And I always tell them to send the parts to me for my other laptop with CAR service. CAR is the worst, they take your laptop for a week and a half to measly things.

My experience with refurbished systems from the Dell outlet is perfect. I bought a laptop from there and when I got it, besides the boxing and all, it was a perfectly brand new system. But other than from Dell, i would never buy a refurbished system, my brother got a really messed up system buying a refurb from Sony.

And if you have an extended warranty then it'll be transferred to your new system, otherwise any new/refurbished system they provide as a replacement will have a standard 1 year warranty.

 

Also depends on which refurbished model you are receiving. If it is certified refurbished or previously ordered new, you should be good to go. Scratch and dent is really luck of the draw. I've seen people's scratch and dent in near pristine condition, I've also seen warped keyboards, major dent, and heavy scratches.

 

It has been in their possession for three full business days, and the only call I have received was automated.

Should I just wait it out until next Monday before I call? Is this "normal"?

 

I received a call today from the original customer support representative I spoke with the day I called Dell. He told me the unit could not be repaired. I had to pick my preferred model: M1530, Studio XPS 16, or XPS 15.

In order to avoid potential MB heat issues (M1530) and throttling issues (XPS 16) I read about, I said XPS 15. He tells me he will pass that along, and call me back when he finds out what is available. Ten minutes later he calls back informing me I will get a refurbished Studio XPS 1640. He is reading the specs, and I ask a few questions. When I asked about the resolution, he tells me its a 1366 x 768.

I ask to get a one with resolution higher than since my old resolution was 1600x1050. He basically tells me that 1366 is the highest available resolution for that model. I am dumb founded by this comment. I get on my computer to confirm this by going to the dell outlet and looking. I found models with higher resolution. I didn't want to push the issue; however, I asked nicely if I could get a refurbished model with specs that might be less than my old model, but the same screen resolution as that was important to me. He puts me on hold for 25 minutes.

When he comes back, he informs me that he canceled my other "order" and put in the notes that I wasn't satisfied with the screen resolution. He told me another order would be put in, but it has to be approved by another higher up department. He goes on to tell me that by Monday he would know more.

Interestingly he noted to me that I couldn't specify any other components on the system like CPU, RAM, HDD, etc since I asked for the screen size. I don't want anything special or beyond what I had, but I don't know how anyone could be efficient on a 1366 resolution monitor.

 

This is garbage. You are entiteled to like or better for the whole machine. Thats the policy plain and simple.

"If we decide that it is necessary to replace the Computer Device rather than repair it, you will receive a Computer Device equivalent to or better than the Computer Device you originally purchased from us, as determined by us in our sole and reasonable discretion."

Policy Link - http://www.dell.com/downloads/global/services/CompleteCare_dhs.pdf

The alienware m15x has a 1920x1080 display on it, and the rest of the specs should be better than what you already have. I'm not saying this is what you should get, but its an option.

At the end of the day, you demanding a 'like' screen does not in any way mean you are screwed for everything else. The tech is being lazy.

That being said, what they offer you to meet the demand of the better screen will likely meet and or beat the other components as well. If it doesn't, stand your ground.

 

I called Dell today since I was informed I would be called on Monday to let me know my situation. It took me a few transfers and some holding before I ended up in the right department. In hindsight I actually had my original customer support representatives number with extension in a email, but I didn't realize until afterwords.

Once the other representitave called up my information, he informed me that an XPS15 was being built. He read me some of the specs, but never could find the resolution. He said that someone will be calling me next week about it.

I find that it was excessive to build me a new computer, but it may be a refurbished unit from the outlet. The refurbished one would have been fine. I know the 1640 had the resolution I wanted, and that they had those in stock on the outlet.

Once I receive the new unit I will update the post for the benefit of others.

 

A quick question for experienced Dell users:

Do you need to have CompleteCover / CompleteCare in order to get replacements? No, right?

Thing is, I've had and used 3 Dell computers before - none of which had CC or I claimed warranty on after moving, and I'm getting my newest one in <2 weeks, but it only has 1 year CC with 3 year XPS Premier Service. This is because CC is not transferable between countries, and I was told 3 years warranty was needed for it to be "international" (I will be moving).

Also, anyone knows what Dell Care Premium is, or how it is better than XPS Premier Service?

 

Well about the International bit, I bought my S-XPS 16 from the states, i live in the UK and my warranty works fine.
There is an international warranty transfer form that you have to fill out though.
I don't have any extra warranty, just a one that came with my laptop.

 

Ah good to know Thanks for replying. Incidentally I think I may be going to the UK, how is the Dell service there?

I once had a battery replacement for an old Latitude after moving, but this was a big incident involving Dell and Sony batteries a couple years ago where they reported (in the news) some manufacturing defect, which led to a new battery for me after waiting a few weeks/months - no questions asked, except that the old battery be returned. So much for 1 year only warranty for battery, lol.

 

Well Dell service is the same everywhere I think, its routed to the same call centre as far as I know, so the service should be the same. And so far all the techs that have come to fix my laptop were quite good and quick. So, I'm satisfied to say the least.

 

I got my XPS 15 in the mail yesterday. It may or may be new. I didn't get my 9 cell battery. I updated my original post with the specs. Overall this CompleteCare was a wild ride.

Dispatch Number is great for tracking the situation as it is updated. You will receive this in an email. Then go to Support and click Dispatch / Repair Status. Dell - Support <- This will probably change after time. Otherwise you can call and talk to your rep.

 

Thanks for updating. Congrats on the new laptop. Can you please update on the original specs and price of your now departed M1530?


edit: how's the JBL speaker system?