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    How to get my system replacement moving- what takes so long?

    Discussion in 'Dell XPS and Studio XPS' started by Raether916, Mar 25, 2010.

  1. Raether916

    Raether916 Notebook Consultant

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    I was offered a replacement on my XPS 1640 on march 17. I was told i would have an order number in 7 days- ( I have not) i have chatted and called many times_) Im told my case is escalated and is being handled by exexutive escalation team... Yet i have nothing - and everytime i call they say it will be escalted ( Um it has been since day one) you going to escalte the escalate? -I just want a firm ship date and confirmation on what the model will be and added hardware..

    Waiting................................
     
    Raether916, Mar 25, 2010
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  2. Mechanized Menace

    Mechanized Menace Lost in the MYST

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    yah, I made my complaints on the 11th of march and got my order number on the 23rd for another system declined that one and again gotta wait another prolly 12 days to get this new order number for the system I want
     
    Mechanized Menace, Mar 25, 2010
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  3. Raether916

    Raether916 Notebook Consultant

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    And others have reported FedEx showing up on the door step 8 days later...

    I hating being in the dark and Dell treating me like they are doing me a big favor... replacing my 3 month old New machine with a refurbished one..
     
    Raether916, Mar 25, 2010
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  4. chevychic55

    chevychic55 Notebook Consultant

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    I have had to have my screen replace twice (techincally 3 times since they ordered the wrong screen once), my motherboard replaced, and now I am waiting for a Dell tech to replace my optical drive. I got my laptop @ the end of October. Should I ask for a new system. I feel like this thing is extremely unreliable.
     
    chevychic55, Mar 25, 2010
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  5. Mechanized Menace

    Mechanized Menace Lost in the MYST

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    Yes Chic i got mine around the same time and they are replacing mine
     
    Mechanized Menace, Mar 25, 2010
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  6. Cin'

    Cin' Anathema

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    A system replacement typically takes 3-4 weeks.
    Sad, but true. You will prolly not see an Order Number show up for about another 3-5 days..

    Just keep on Dell..with getting the Order Number, that is all you can really do.

    Unfortunately, that is how the replacement process works. The first week or 2...(maybe more)..no information, then you should get your Order Number & Specs; Then you get to see your spec's on your account and play the "waiting game" until it actually Ships..and that is usually w/in that 3-4 week time frame they tell you ~ unless you get lucky.

    I "chatted" every few days with Support trying to get my spec's, etc...and was told no "firm" information yet. Then one day about (11 days after I received my Dispatch Number)..my Order Number showed up "out of the blue" each time in My Account w/Specs.

    Patience...I know it's hard...When, you get your replacement..it will have been worth it! : )

    Cin...
     
    Cin', Mar 25, 2010
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  7. tenknics

    tenknics Notebook Evangelist

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    I guess I got lucky. I got my system in August. I've had 0 replacement parts and 0 tech visits or any of that. Last week after a few days of phone calls they accepted the replacement specs I wanted and I also got the order number and purchase id and all that jazz within the week. My replacement was in production before the weekend started.

    Good luck
     
    tenknics, Mar 25, 2010
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