Complete Cover replacement policy?

Hi,

I spilled coke onto my Dell Inspiron 9300 laptop and now it won't turn on.
I contacted dell and they said that they will send a serviceman to replace the "faulty" parts.
The technician came today to replace my ram, motherboard and keyboard, but the inside of the laptop is still very sticky and the graphics card doesn't work (he said he'll replace it in a day or two).

Shouldn't I be getting a complete replacement (I had complete cover)?
If they are only going to replace some parts I would want them to send my laptop back to the factory to be cleaned or something (to make sure that it stills works after that spill)...

If I get a replacement what model should I be getting? (I had the Go 6800 256MB.)


What do you think?



Thanks,

Hendrick

 

That is ridiculous, if the computer does not turn on and the event was accidental they should replace the whole computer, unless they know what to replace, in this case everything got damaged and they should not replace only the Ram, Motherboard and keyboard, the Agent that took the phone call did not know that to do in your case, call them back and ask them a system exchange, tell them that the replacement parts did not work, if the agent is not able to handle the call ask for a supervisor, and keep in mind that you will get something equal, so if they give you a system exchange don't expect to have another Inspiron, they might give you a Vostro which is cheaper...

 

I don't understand...if this was accidental...Why didn't they just send you a replacement??? You need to call back and speak with a Supervisor ask that they send a replacement. Sounds like the rep that helped you was a bit confused!

And, if they were fixing, they should've fixed it all-at-once when they came..

Sorry your going thru all of this.....

Let us know what happens...

Cin

 

Hi,

yeah so I rang technical support but they patched me through the agent which I had originally sent the email to.
(This agent was the one who wanted to replace the "faulty" parts).

I asked her whether I should have got a replacement and got no reply.
I just told her that the very least she can do is take my laptop and send it away for a thorough clean. She said that she will see what she can do on her part and reply to me via email.

However, I think that it is ridiculous that I haven't been given a replacement in the first place.
The coke is near everywhere inside the chassis and in the sockets...

 

Oish. oish....Keep everything documented and call and speak to a supervisor..if she is not going to help...She shouldn't have to *look into a thorough* cleaning of the notebook...She should know that answer

Be nice, but firm and hold steady on getting a replacement.


Cin

 

The agent replied through email and said that I would get a special servicing of my laptop to make sure that it is "properly" cleaned.

I've seen what they consider "clean", and it's not a very high standard.

She said that I would have to send my laptop to them.
I don't think that they will be as thorough as I would like them to be and would prefer a replacement...

 

To make sure it's properly cleaned??? I would never give my laptop to Dell to make sure it's properly cleaned...The Technician can come to your house, and take care of that (though look what happened). YOU should not have to send your lappy to Dell for a *cleaning*

You need to speak with the Supervisor and have this escalated, and be very firm that this isn't right and you want your laptop replaced!!!

Good luck, and let us know what happens...

Cin

 

Complete cover is repair first, and replace if the unit can't be repaired... Check the following links out...
http://www1.ap.dell.com/content/top...client_support/complete_cover?c=au&l=en&s=gen

http://www1.ap.dell.com/content/top...port/complete_cover?c=my&cs=mydhs1&l=en&s=dhs

 

Thanks for providing the info Sessy

 

Whoa, this ***** agent rang me and tried to lie to me.
She said that the completecover ONLY covers the replacement of parts and does not include a full system replacement.
She was also giving reasons such as my system being over 1000 days old is a problem for them, etc.

At this point, I got pretty mad because this is not my first customer experience with Dell and I have been using laptops (of different brands) near every day for 10 years.

I told her that the completecover does include a complete system replacement and that the age of the system does not matter (I can then hear her colleague talking in the background and then she puts me on hold for like 2 mins).
I then said that if I paid for three years completecover, I would expect Dell to repair/replace my system even if I had an accident during my LAST day of coverage!

Anyway, I asked to speak to her supervisor but she said she will get a customer service agent to ring me tomorrow.
I told her that I am not happy about this at all!

Geez, Dell really does suck. This is not my first Dell computer, but it most certainly will be the last!

 

Hey.....sorry's.....just *breathe in an out* for a minute....

Ok, if you do not hear from a Supervisor w/in short period of time...get back on the phone and call again. This time do not speak to this rep again, go to someone else, and when you get to that person ask to speak to a Supervisor.

If you paid for complete care they need to help you. Also see, *sesshomaru's* post above ~ with some helfpful information he linked in.

I hope you have better results today.


Cin