Dell not willing to replace my laptop...Lame excuse by dell

Hi,

I purchased Dell laptop in end of Feb 09. It is SXPS 1640.

Till june, I was using USB modem, but when I switched to LAN and WIFI, I found that my laptop was getting freeze when ever I use Wifi or LAN. Dell technician, tried many tweaks, nothing worked, in end they replaced Motherboard. Now, Wifi and LAN works great, and it doesnt get freezed anymore. I were also having problems with toucpad, so they replaced plamrest also. Not only this! I found that my dvd burner doesnt burn the dvds properly, so they replaced the dvd burner, now dvd burner works great.

Again, I was having problems with touchpad, so Palmrest was again replaced.

Now, after a day or two, when I turned on my laptop a message came saying that no system disk found. I tried to recovery via cd, but no luck. Tried to do fresh install, but again no luck. Win setup wasnt able to find my hard disk. Then I called them again and tech told me some debug commands to run, which formatted all of my data and everything was lost. Anyway, In last I installed windows. Then, I called them again and asked them that since I lost my OEM partition, can they provide me cd for face recognition software and webcam utility. Tech became rude and said that they dont have cd for this and cant help me.

Now, after MB has been replaced, I found that bluetooth doesnt work I even found that I was getting a electric shock when ever I charge my laptop. (I am having 3 pin adapter and earthing wiring have been done properly, I even tried my laptop at many other placed and was getting shock) So I told about this to dell that I gets electric shock, and my bluetooth doesnt work.

Plus, the technician who can to replace MB and PR earlier had made scratched on LCD and battery and plastic rear clips (Sorry, it is difficult to explain where exactly he made, since I am not a pro when it comes to hardware tech).

They said that they will replace LCD, MB, PR, and power adapter. lol... I am getting tooo many problems Not only this, games doesnt even work with this MB now...

So, I politely asked tech to replace my laptop, I am having a completecover 1 year with premium service and on site service.

Tech said no and I asked for a reason, so here is the reason provided by them:

He said that hardware parts will get failed one day or another. Each and every hardware part will get failed one day in the end. Then he told me, that if dell begins to replace the laptops, then how will dell make the money? They will be out of business.

I replied to him that I am unsatisfied and after soo many replacements my laptop fittings are now loose and many more scratches have been made. They the tech became rude and said that dell didnt asked me to buy their laptop....

Any views or help or advice will be appreciated

P.s One consumer already filed a case against dell in DL, India stating that the parts which they were replacing were faulty and they charged over price. Here is complete report: http://economictimes.indiatimes.com...tice-for-over-pricing/articleshow/4851695.cms

P.s.s What I am thinking is that if the quality of materials and service which they provide in USA is 100. Then in India, it is not even 50.

 

Here is what you can try to do:

Call dell again, explain your situation, and also tell them that the last tech was very rude to you and you are very unsatisfied with their service and products.

if he cooperates then do a he says, if not demand to speak to a superior, and again explain your situation, be respectful but firm, you are the customer, demand good service, your in your every right to do this!

 

Speak to a supervisor when you call. If they are replacing all of these parts with labor included, it would cost them just as much as sending you a new laptop. The hardware argument is silly ...just apply it to anything else : If people are eventually going to die, then murder is okay!

 

im having my palmrest replaced this week. no one is allowed to use my computer, no dell tech is an exception. do you think theyd care if i already have the palmrest off when they get here? originally they were mailing me a replacement that id do myself, but now since im aboard they want a tech to do it. i refuse to allow someone to be in the position to scratch it, or fail to replace a screw, or forget to tighten something.

any advice from those who have been through this, or those in the know?

 

Send an email to Michael Dell (founder of Dell) and it should get appropriated to someone in the US that will handle it for you even though you're in India. Complain about the service and how important it is for Dell to maintain the same level of quality it provides in the US to other regions, especially emerging markets like India. Explain that word of mouth spreads very quickly over there and Dell might find itself blacklisted as a substandard laptop manufacturer and that you'd like a proper resolution to your issues. Document everything that has been done to the laptop as well as the CSR attitudes. I'm sure you should be able to receive proper support once you do this.

 

It is worth making a verbal complaint on the phone. Get the email of someone there. The email addresses are generally [email protected]. Then send it to them, complaints team, [email protected]. That isnt of course michales email! But it will get a dispute team on the case. That might help.

I was FIRM on my M1710. had 3 engineers in 3 days, i claimed further errors and also that a gaming machine for a pro lan gamer (utter lies!) should be working WITHIN 24 hours. Demanded a replacement and got one.

That said, you should be prepared to have parts replaced. if you suspect they are refurbished, then complain and demand new. But if a part fails twice, THEN i'd be asking for replacement!

Good luck!

 

Thanks guys

Do you have an email id of Michael Dell or anyone else who is appropriate for this?

Thanks
Shakul

Edit: The parts which they are providing me now are refurbished. There is a tag on the parts which was saying it is refurbished.

 

Just finished sending emails to [email protected],
[email protected] and the technician with whom I talked yesterday.

 

Dell policy is that all replacement parts are refurbished. They shouldn't be damaged, but they are not new parts. Replacement parts are received by Dell in bulk from various vendors. There are some which also are warranty returns which Dell states they test before sending out as a replacement.

Federal Law requires that once the part is opened and then repackaged it cannot be resold as 'new' and must be marked as refurbished.

 

Oh granted batboy. I still think you should give the parts a chance to settle before complaining. If they DID give everyone replacement laptops, they'd be out of business! you've had 4 out of them now havent you?!

But i think if the parts are replaced and you get issues, then you should be getting another engineer out, and eventually asking for a replacement. I had 4 engineers out and they rebuilt the whole thing. So when i was still getting BSOD and graphical glitches, i was not going to stand around and (like my mate) and get SEVEN 7950 GTX cards put in there.

It really does depend on the circumstances.

 

I just had an Inspiron 6000 laptop given to me that had been worked on/replaced piece by piece by Dell. It was either shipped to Dell or done by a tech coming to my friends house. From what I can tell, refurbished parts were used to make all the repairs except the palm-rest area that surrounds the keyboard.

My friend got so tired of the computer constantly being on the "break" that she gave it to me. The specifications on this particular 6000 do not match any other 6000 that I have been able to find. It is not listed on Dells website by serial number either which is rather odd for Dell and it has been repaired so many times that it now has a nicely worn-out red Refurbished sticker on the bottom of this laptop.

"'Unfortunately that is the way Dell does business.'" Bad for my friend, but good for me I guess because I got a free computer? I've bought a new power supply (brick and cable) for $40usd because the original one seemed to run to hot after a few minutes and shut the computer down.

 

LOL - no. 2 replacement lappies. 1 because a 30-day back order on a part which left my system dead and the other was just a MAJOR f^&$*) on their side.

My post was to inform the OP that Dell only ships 'refurbished' parts for warranty replacement calls (a.k.a. 'Service Dispatch'). It seemed like he had a different idea. If not, my bad.

Of course if the issue isn't repaired after 2 or 3 attempts then by all means put your foot down and start talking replacement. 100% agree on that one.

 

Haha! well 2 replacements is pretty good! I bet when you got an M1710 (love that machine to bits!) you never expected to get a TOP of the line GTX 280 sli Alienware!! (lucky so and so...)

 

New problem, now my eject button on palmrest doesnt work Same problem was occurred last time on my palmrest.

 

Report it as soon as possible so when they come out to replace the motherboard they can resolve that as well. Make sure you report it. Doing so after the motherboard service call just makes you look bad.

 

Thanks.

Last time, when this was happened, they replaced palmrest.

Since this time PR will be again replaced, so I think, I dont need to report it.

Thanks
Shakul

P.s If any one have any details of the senior member at dell, please let me know.

 

I copied in the following when i complained:

That is the top people at dell, including people like the HR manager etc. That is a uk list. for american see http://content.dell.com/us/en/corp/about-dell-board-of-directors.aspx and use the [email protected] email style.

HOWEVER i would use that as a last resort. Simply arguing about a simple palmrest might be an overkill! I only complained after a weeks downtime, a refurbish graphics card, and the fact my technical knowledge was better than them. Also, they hadn't made the machine for a year, so they kind of had to upgrade me!

 

I'm in Bulgaria with Next Business Day on Site.
I had to bring my notebook to the service center.
And more they had me to wait 3 days and I had to visit the service center 3 times.
At the top of that after Display matrix replacement, the keyboard was not tight and not on right place at all. The keyboard was way too elevate.
I fixed the keyboard myself, but one side still stick out high.

 

As a former Dell employee, even I would have pushed for a replacement for the customer after all that. But I was in server/storage support and not consumer, so we had more leeway when it came to that. I'm sorry that you've had so many problems, but if you REALLY want to get folks attention then yes, an email to [email protected] usually does it. Detail EVERYTHING in the email. Your service tag, your history, everything that you have documented, put it in there. He will not answer, but it will get to the right place to get it taken care of.