Argh!!! No!! Etc.

So I asked Dell to replace my LCD screen. They send out a technician to my home. Now, this is like the proverbial "watching someone make a sausage." I've been treating my XPS like it was made out of gold. This tech starts ripping the parts apart and even banging on them with a screwdriver when they won't move. I'm sure they do that at the factory, too, I just didn't need to see that.

So he replaces the screen and I anxiously boot it up and ...same problem. So I check and it's the SAME SAMSUNG!! No!!! This guy then sniffs and goes, "I don't see a problem." Which made me start thinking there WASN'T a problem. Until he added, "actually, I haven't heard of any problems with any of the Dell LCDs, not for the 1530s, anyways." Ugh.

So I call up the XPS line and after an HOUR they agree to try again. But this time they're going to have the tech replace my LCD and my motherboard (with the graphics card). And I know this guy is going to chisel out the motherboard with a mallet. I just know it.

Dell told me they're not allowed to accept full return-and-exchanges on systems until three attempts at part replacement. Do I seriously have to go through this? And are you guys all pulling my chain? Because both times I called Dell both XPS representatives said they had never heard of an issue with the LCDs.

 

The problem exists for nbr members only

 

I must admit that my recent dealings with dull has been rather positive. My indian dull tech support - replaced both my mobo and upgraded my gpu in the process. The tech came in the appointed window and was in and out, like the burger joint, in 10minutes. He made sure it booted, no problems before leaving.

I was having graphics issues that caused BSOD while gaming, watching videos, TV and the color would run, flicker and crash. He even tested my screen said it was one of the better ones made

 

ha ha, they are replacing your motherboard and video card for an LCD problem. I know better than to let them waste their and my time with that. Did your screen box say "refurbished" on it? Mine did. Why should I get a refurbished screen on a brand new notebook?

 

Just ask for replacement system. Don't waste time with tech support, just call customer service.

Don't let them **** your brand new system.

 

Did you bother to read the warranty you agreed to at the time of purchase?

 

Refurbished isn't as bad as it sounds.. Honestly, every part I've ever received from Dell that was 'refurbished', honestly looked like it was literally brand new. With all the covers, and plastics and such.. And yes, they all functioned like new too.. lol.. Although the few screen replacements kits I've had sent to me, we're in perfect working and cosmetic order, they were grainy. Which, isn't technically a 'defect'....

If the screen turns on, and it works properly, (fonts readable, color reproduction 'kinda' correct, no abnormal light leakage) then it's considered non-defective. We as consumers think we're entitled to perfect everything.. But honestly never has Dell ever claimed their machines were gonna be perfect before you bought them.. So what we believe is right and how things work in the real world are two different things.. Unfortunately for us, lol..

OP: Their BS'n you and their not. Most of the time, they just offer a replacement system right out flat. Other times, they put you through the loop.. And damn it's one vicious loop.. Depends if you're within you're 21 days or not. But with the XPS being the 'premium' line, you'd assume, "well I paid the premium, I should be given a bit more lean way", as entitled as you are to that privilege, it doesn't mean jack if you get a unresourceful, lazy, care less, ignorant and uncreative representative. Remember, you have options if you get a dick hole on the other end, hang up and call back - or - ask for a manager or supervisor.


By the way, don't even waste you're time with Samsung LCD's for laptops. I have NEVER seen a good Samsung screen for a laptop, that wasn't grainy as hell.. Go figure though, their screens have outstanding color reproduction and don't have light leakage typically (all the Samsung LCD Laptop panels I've seen). Can't have you're cake and eat it too I guess..

Don't bother making a fuss for an LG either, they are grainy sometimes too..


What is the problem with you're LCD panel? I don't believe you've mentioned the reason for the screen replacement. Although I got a good idea why..

 

Personally, I would not let them touch the laptop. A motherboard change requires the entire laptop to be taken apart and rebuilt. It will likely end up worse than before. You might call again and insist on an exchange, If they disagree, ask for a full refund, and order a new Dell, or maybe a Sony or other brand. Don't delay. You need to ask for your refund within the time window.

 

Their return policy is in writing on their website; just read it. I really don't believe there's anything about 3 replacement attempts in there... I think that rep is just BS-ing... but have a look yourself, and if you want a return, insist they honor the agreement.

As far as exchanges go, I don't know that they really have to exchange it though if they don't want to... they could just give you your money back I would think.

 

Yeah, this is getting lame. I'm calling them right now to return my XPS and re-order it. It's too bad because my XPS is great in every other way. *sigh* Oh well.