1720 exchange...dell dropping the ball??

I need advise. I purchased a 1720 that I received and soon as I got it out of the box it looked bent?? Sure enough set it on the counter and it rocked back and forth. Ugggh!! no packaging box damage so it was packed up that way. Anyway I called right away and after talking with 8 different people (I kept getting transfered saying sorry you need to talk to (insert dept here), I finally talked to someone who knew what to do and set up the exchange. She said it should take about 8 business days to get the new computer. She gave me the exchange number and said to call in a couple of days for the actual new order number.

I called 3 days later, they said give it another day, I called again this morning (one week has gone by) and they still had no order number!! I asked for a supervisor - she said it had not been ordered yet because they didnt know if it was damaged by the shipper. UUGGHHH I told her I specifically told the first person the box was fine. Plus I purchased completecare for this laptop so it shouldn't matter! She said ok that she would request a order be generated and to call back in an hour for the order number.

She could/would not answer what happened, why it wasn't marked down, why no one bothered to call and ask me etc. Basically sorry call back and see if it got done. I did call back and there is a number but they are saying that I should expect another 7 days for production and 3-5 for delivery (so called next day delivery - I paid for this on the first computer)!!

Is this just par for the course when dealing with Dell or should I be complaining a bit louder and hoping to get some kind of compensation?? This has totally burst the bubble of a getting a cool new laptop.

 

At this point, just return the laptop. Re-order and get a new one.

After 21 days, you'll be stuck with no return options and at best a bent or refurb 1720.

 

that's not good at all, maybe call them and say they have 48 hours(or however much time you have left in the 21days) to ship the replacement or your just going to return the computer and look for a diffrent one.

 

No, at this point you don't give them another chance. They already screwed up, and trust me when I say Dell doesn't fix screw ups easily.

You give them more time, they'll just find ways to delay to 21 days and then say they are unable to do anything. At least by returning and reordering, you can get a NEW laptop and ANOTHER 21 days to decide to keep it.

 

I originally planned to return it but they told me it would be 30 days after they received it back before my credit card would be refunded! I cant afford to buy a new one until that refund comes back!

 

They legally have to say they can take up to 30 days. Not to mention they use that as a scare tactic.

I've handled several returns with Dell recently, and it took only a week.

 

Same here. 30 days, no way...like a week, tops.

 

I just got off the phone with them and spoke with a supervisor. He said that I would have the full 21 day return policy on the replacement system and gave me a reference number to document the conversation. Should I believe them or just give up and cancel it. He also said I would have it within 5 days.

I really appreciate the help!!

 

Do not believe him. They tried it on me a few years ago, and I was finally able to return it after threatening a lawsuit three months later.

 

I dunno Greg, I was told much the same thing by a Dell rep and ended up with a BRAND NEW 1720 sent to me to replace my refurb. So I dunno man..it's up to you honcho but if all else fails, going after them hardcore like Greg is suggesting would certainly be the more foolproof method.