Complete Care Warranty - 2 months for replacement!!!

Started Complete care Warranty Claim: Nov. 24th, 2008

Est. Delivery date of replacement system: Jan 14th, 2009!!!!

I had an Inspiron 6400 and recently put a claim in under Dell's Complete Care Warranty. Dell was going to replace my inspiron 6400 w/ the studio 15 line. the CPU i had in there was the T2400 - 1.83 Ghz w/ 2 MB of L2 cache. The new system would have the T3200 - 2.0 Ghz w/ 1 MB of L2 cache. From some sites, I've read that the T3200 is rated alittle lower than the T2400 that i had. I've called in to Customer care and Tech support regarding my concern but was told that the new CPU is 2.0 Ghz and the older was only 1.83 Ghz. It was a losing battle w/ ppl who only know how to read things off of a script.

So that was that.. i was suppose to get the new system on Dec. 9 which came and went but no system. Then the order status said i was suppose to get it on Dec. 16th. Checked today and it has changed back to Dec. 9th.

I called in today, Dec. 12th, regarding the delivery of the system. Customer cared told me that the CPU was on back order and I would probably not get my system till Jan. 14th!!!! That's almost 2 months without a laptop which is very unacceptable to me. Is this how Dell treats it's customers? Would it not be logical to give me the next CPU up that they have in stock instead of making me wait almost 2 months for a replacement system? Even if they don't find it logical, would it not be better in terms of customer relations to do so?

 

Oish NO..that doesn't seem fair at all.

If I were you, I would call and speak with a Resolution Specialist Supervisor regarding this. And, have them bump up the day..or give you another choice.

Good luck...


Cin

 

Thanks, I think i'll need it. I'm being tossed around from customer care to tech support and back again. Being without a computer really sucks.

 

Yeah..the turn around time, just seems to be a bit too long.

Let us know of the results! and Good luck!


Cin

 

wow.. this is quite interesting. I got a call tonight from a Dell tech support rep that was looking after my case. When I had voiced my concerns on the lower rated CPU that was being used he bought the issue up w/ the higher up ppl. So now instead of the T3200, i'm getting the T5900.

I was like wow, what a difference! From 2.0 Ghz w/ 1 MB L2 cache and 667 Mhz FSB to a 2.2 Ghz w/ 2 MB L2 cache and 800 Mhz FSB.

He had to create a new order number so the whole process starts over again but at least now i'll get a better CPU and i should get it way before Jan. 14th.

 

Nice! That's great news.... You got a good Tech Support Rep


Cin

 

Woohoo.. just received my replacement system today!!! Thank goodness I didn't have to wait till the new year to get a computer in hand.

The whole process took 1 month and alot of emailing and phone calls to Dell.

 

Drkangel! That is such good news for you! Finally, and good *sigh*

I hope this one works well for you!

Thought you might get it before the date they specified!

Please, keep us all posted!


Cin

 

How did u get the delivery date of the replacement system? When I call dell to ask when my replacement is coming, they keep telling me the same bs.. 7-10 business days. And its 7-10 business days everytime I call and thats maybe once every few days.

 

I am a bit nuts, but I know Dell's systems well from trial and error so I'll share some tips on this... Mind you I'm in the US so I don't know if any of it works outside of the US.

You can start with checking the service call status online. It won't show up via your service tag so you'll have to modify the URL query strings to match your service cal/dispatch number as well as your service tag. A sample URL is below. Taking that information you'll know when the actual order for your system has been entered into the system.

https://support.dell.com/support/su...=#DISPATCHNO#&ServiceTag=#SERVICETAG#&Region=

replace #DISPATCHNO# and #SERVICETAG# with your dispatch number and service tag respectively.
Note: You might have to refresh the page a few times. It will say error getting call details. After a few refreshes it usually tells you more.

As long as you know your Dell Customer Number you can then go over to the order status website and pull up orders by your customer number. It should show up there with the estimated ship date as well as every single part Dell has on the order (as if you placed it directly).

If that doesn't make much sense let me know as this is the first time I've attempted to share the way I keep posted on my Dell service calls and replacemnts.

 

Your steps make sense however I keep getting
"Error retrieving details. Please try again later."

I have refreshed a dozen times. What o/s and browser do you use?

Correct me if I'm wrong but am I using the dispatch number first provided to me when I called Dell to have my laptop picked up for repair? Other then that, I have no other dispatch number, only a case number...


*edit* ..nevermind.. when i entering my dispatch number, i didnt remove the "#"