The continued adventures about a boy and his laptop...

So I received my studio xps 1647 on the 21st of February 2010. It only took over a month (oh joy).

Anyways, last week it came to my attention that there was dirt/dust behind my screen, which I have a separate thread for. [ http://forum.notebookreview.com/showthread.php?t=464618]

I contacted dell support via chat as it's much easier to communicate and there is less of a language barrier. They agreed to send a replacement screen and it would be 1 - 2 business days.

This happened on a Thursday so my part did not arrive at the local technicians house until Monday (yesterday), he rang me up and made an appointment for later in the day at 2pm. He came by and installed the new rgbled screen. After screwing the last screw in the bottom of the laptop, he had me check to make sure the web cam was working... it was not. We fooled around for a while trying to see if it was a driver issue and it clearly was not because it worked just fine with the older screen.

He got on the phone with dell and asked what to do, they recommended sending me a new system for exchange. He explained to me that I would keep my old system, and return it when I receive my new one. I told him to tell that I would only agree if it was the EXACT same system configuration. They confirmed it would be.


About 5 minutes later I try the webcam again and it magically works... So we restart to make sure it will works after a system reboot and it was still working fine. He canceled the request to have a replacement sent out.


A few hour after he left I noticed that my left hinge was not connected correctly. The internal white light that you see when powered on is leaking out the side, and there is a noticeable gab between the plastic covering the leds in there and the other part of the hinge.

It clearly is not lined up correctly, but the real problem I have now is that when I close and open my laptop, it groans.... plastic rubbing on plastic sound.



What should I do now?

Should I contact dell again and say that the technician did not install my screen correct, state the web cam issues I was having, and the groaning now... and request a replacement system of the EXACT same specifications that I ordered?


Would this new replacement be brand new due to the fact I am in the 21 day window?


Let me know.. I will get pictures on here later.

 

Oh Josh,
Dude, I so feel your pain but you know the answer to your own question here. You need to get a PC replacement from Dell just like the “Burger Flipping Tech” tried to set up for you. (Yea, I said burger flipping tech” as I posted before.

http://forum.notebookreview.com/showpost.php?p=5973436&postcount=13
http://forum.notebookreview.com/showpost.php?p=5973539&postcount=16

You May not like the statement but the fact is its true…They have no clue. You were better off getting the screen shipped to do the work yourself…. Or better yet demand replacement which would have let you keep the old XPS until the new came in (+5 days to move your data).

The really sad thing about this whole story is that it is based on one speck of dust behind your screen due to manufacturer issues… One speck
http://forum.notebookreview.com/showpost.php?p=5979192&postcount=34

I would have to use Dell escalation to voice your displeasure with the repair and demand a replacement.
That’s what I would do… Good luck and let us know your outcome.

EDIT: Oh and yes it would if it is within the 21 day window... Do it ASAP!

 

Yes it's Karma getting back at me over those comments LOL

 

I wish there was some phone number that automatically gets you to a higher up. But I will try getting a replacement tomorrow (today).

 

Well the only LOL I got out of it was the title of the thread (Real good).
But when I saw who created it, I just knew what it was about before even having read it, and when I did my fears came true.
The thing is Dell pays peanuts to monkeys to do this work and when they do the work there is no testing nor proofing of the work they did like when the units leave the factory.

How do I know? 1st hand.

I've been in IT too long and I won’t go into who I work for and what we have for systems but I will tell you (lots and lots, of servers, laptops, cad desktops etc, all Dell) we only get the parts needed shipped from Dell (Gold Warranty) and then do the work in-house with our own techs... Period.

 

Did you not get a receipt from the tech with a case number?
There should also be contact info on that same sheet. If it is not there you should have that info in your email/chat correspondence with Dell.

 

No receipt but I did get a reference number from the chat the issued the tech.

 

Okay, I contacted Dell Chat (much easier than over the phone). I explained my order delays issues from the beginning, the screen issue, and the new issue that the dell technician (burger flippers lol) caused with the hinge and how it groans and squeaks now when opening/closing. They agreed to issue me a brand new system replacement and it should take 3-4 weeks before it arrives.

However, I asked if it would be the same specifications and they said it should be "similar or upgraded" I demanded that I want the exact same specifications (i7-620M mainly), and he said I should get the same system.

I got a reference number, but you don't get your order number or anything for 1 to 1.5 weeks so you can check what is actually on your order which I don't really like... but hopefully it's the same processor, 6GB ram, 256GB SSD, and 1080p RGBLED.

He had his supervisor talk to me on chat to make sure if I was satisfied and I confirmed that it will be brand new and I should get order number information in my email when it's available. He said it would be "similar or better" so you never know... all of the same parts should be available so I'm hoping for the best.

Hope it goes well. Can't wait


Has anyone had any experience with system exchanges like this?

 

No i never had, and i just had techs over at my home this past Friday too, and i have your little brother the M1340 the same exact design.

 

Hey I am really interested in seeing those pictures. Im getting paranoid about my screen too.

 

Here are the pictures. Sure messed up my hinge.

http://i40.tinypic.com/296ly05.jpg
http://i42.tinypic.com/160d8gh.jpg
http://i42.tinypic.com/wugcn7.jpg

Also this new screen seems to display some sort of red hue in the left corner at all times...

http://i44.tinypic.com/671iq1.jpg

 

Josh,

That sucks. Was the dust really that bad though that you had to have them come out and replace your screen?

 

It was pretty annoying.. but I have a brand new system coming so it's all good.

 

Well that's good. Overall I have been extremely pleased with the notebook. Only small complaint would be the battery life and how it awkwardly sits on your lap.

 

I 2nd the dust being annoying. I contacted dell literally 6 hours after receiving it in the mail. I had dust in two spots, one being fairly large in the center and a small spec in the corner. They came out to replace the screen, but I was fortunate in that everything is at 100% now. I am really glad they are replacing your laptop though josh.

 

Well another stake to my heart today...

I received two phone calls from a dell 800 number that I was not able to answer, so I went into Dell chat and asked about the status of my dell system replacement that was going to be made...

It turns out those phone calls were for getting my permission to order with the WLED instead of the RGBLED and they would "upgrade" my processor to compensate.

I told the chat tech that I would not accept this and I would rather return my system than receive a replacement that did not meet my exact specifications of my exact order.

The exact words of the technician: "16.0 Rgbled lcd is End of life & is shipped with 15.60 fhd led lcd, processor is upgraded to compensate the LCD issue."

I then explained to him that the same exact RGBLED screen is avalaible on the main dell website available for order... and it was completely rediculous that they could not supply the same part. I told him that I would rather return my order due to all of this nonsense and re order since I can get exactly what I wanted in the first place.


He told me he would contact the "concerned department" to get information on the parts and would get back to me within 2 -3 business days.


He gave me his supervisor email address and I voiced the same concerns to him so I if I do not receive a reply or a phone call tomorrow, I will contact Dell yet again and request a return because I am completely tired of this nonsense.

A macbook pro refresh in June is getting closer by the minute and I am inches away from just holding off until then...

 

What a fluster-cluck Dell is turning out to be eh?
RGB is at EOL yea right, I just saw them on the site too.
And what “processor upgrade” would that be? To a 720m?
That is not an upgrade to me, nor is the 820m if your current system is a 620m.

 

I really should have ordered through my school but the original signature event deal was better... however the school gets tech team which means actual helpful support...

 

Honestly if they can't give me what I had in the first place I will just return... I wonder how smoothly it will go since I'm past my 21 days LOL

 

Tell us how it turns out Josh
My 1640 is currently in Dell's hands for a screen replacement.
I will be pissed if they replace my RGB Led with somethin else.
You should have asked for a replacement at the begining, hope they will accomodate you for your > 21 days.

 

Yea.. I really don't know what they are thinking...

 

Josh I really hope all of this turns out well, and they do not downgrade your system. I got lucky with my screen replacement, but at this point with you, you definitely need replaced with an equal or better system. Push hard and don't let them downgrade you. I've heard stories of people being able to return after the 21 days if the reason for the return is Dell's fault and it hasn't been too long after the 21 days.

 

Well I should be called/emailed either tomorrow or on Wednesday, and they will tell me if they can indeed get me the same system, if not they will issue me a return.

 

what will you do if you have to do a return? will you reorder the XPS or wait for a macbook like u mentioned earlier?

 

You know... If I do return, it will be minus the shipping, but I can live with that. The problem I have is that it's so hard to get the same kind of deal...

Also, if I do reorder, im going to re order through my college so I get American Support (your tech team) but it will be more expensive.

Are they able to get you better discounts (free shipping + money off or all the crap I have gone through) when you order through your university ?

 

I ordered through my university a couple years ago when I bought my M1530. At the same time a friend of mine ordered the same computer through Dell Home. The deals change all the time, but for about the same price, I got a four year warranty with accidental coverage and a 6 and 9 cell battery. My friend got the standard 2 year basic warranty and just a 6 cell battery.

So all in all not much difference price wise but a better warranty. Oh yea, when he found out that I got the second battery free he called Dell and gave them a hard time till they sent him the second battery free of charge.

IMO, it is a crap shoot. I'm looking to upgrade to an XPS 16 right now, I get an email for a Dell Deal Days the other day and I check out the deal of the day on the XPS 16, which was $1248. I then went on the website and configured the exact same system for $1199. How is that a deal? Beware the special offers.

I hope you get your situation resolved. I also agree that is hard to find a comparable laptop at that price point out there.

 

I'm kind of hoping they can't get me the screen that is "no longer available" because I would love to re order through my university to get american support. Although, if I were to order what I wanted, (i7-620M, 256GB SSD, 6GB RAM, 1080p RGBLED) it would come up to ~2700 (after taxes) which is $300 more than I paid for my system through Dell.

Are they able to give you free shipping and deeper discounts when you order EPP (university) for all the issues I have had?



And you're right about finding different systems, you get your heart set on a certain system (XPS) and you just want it to be perfect.. and it's hard to find something that compares.

Hopefully I get it sorted out. Either way I must get a new system.

 

The saga continues... Volume V.

I got a call today from Dell, they said that had checked with their "concerned department" and they said that you cannot get the RGBLED with an i7 processor, only the core2duo. I told her that I can literally go on their website and order through my university and get the exact same system (i7-620M with an RGBLED).

She said what the concerned department told her is correct and that if I wanted a system replacement with the core2duo she could issue it...

I told her that since I have gone through hell with the ordering system, reordering, delays, and waiting a month to actually get my system, having a defective screen (dust/dirt behind it), having a dumb replace the screen wrong to where the screen is not attacked correctly on the left hinge, and now you can't get me the same exact system yet I can order a brand new one I want a refund.

After 15 minutes on hold and after she spoke to her supervisor they agreed to issue me a full refund.

The only thing about this that is completely ridiculous and unacceptable is that it will take 7-10 days to actually get the email that instructs me on what to do for the return policy, AND THEN it will take 3 - 4 weeks to actually get the refund after they receive the laptop.

That just seems like a load of because they can take money instantly but can't return it....???!!!!

I'm now even considering just forgetting about getting a new laptop after I get the return money next century sometime...

In order to get the same system I have now, I got what is in my signature for 2450 (including taxes and shipping), it will cost $2700 to get the same system, which I can only do through my university. Would be they be able to knock off some of the anti virus software, give me free shipping, and discounts for all of this crap I have gone through if I order through my university?

The only good side of ordering through my university if I do re order is getting 2 years of american support and not having to deal with India anymore.

Anyone?

 

I'm not really sure if it's really worth an extra $300 to go through all that hassle again. I would probably pass it up and find the next best alternative. Prices probably won't be going down for the rest of the year since I've heard reports that computer prices in general are creeping upward this year. Even the Dell Days of Deals promotion that ended today was mostly crap.

 

Did you already buy a warranty with the defective one? So you would be paying an additional 300$, just to get the quality support that you should have gotten. I don't know man. I am wishing I ordered from my university in the first place too for the American support. As for the delays for refund, I think they just do that to frustrate you into keeping it. And I cannot believe they tried to get you to take the C2D. I am really worried that in the future if I need support I will get screwed too. When you shipping it back?

 

I only had the 1 year limited warranty, but I will most likely re order through my school which gets me the 2 year warranty with american support + your tech team.

I about laughed when she asked if I wanted to get the RGBLED with a c2d.

 

Have you thought about a different brand?

 

I really don't like any of the alternatives.

 

Well good news everyone.

I shipped my laptop off about 3 days ago, and today I got my refund in full.

Hope to re order through EPP soon.