Defective laptop upon delivery , what action should i take ?

I ordered a xps 1340, recieved it today, after working with tech support deemed the slot load rom drive is dead.

I did not get on site service when i was ordering, that said I absolutely offended by and refuse to follow their process to resolve this. That being me shipping a laptop i have had less than 2 hours back to dell for them to hopefully fix the issue and then wait for the shipment back.

That is a ludicrous process regardless if a customer chooses return to depot or on site warranty. IF it came defective i feel they should have someone sent to replace the drive.

Is there a process i can go through to get that achieved, thats the solution i want, or full refund and they send purolator to pick it up.


Thanks

 

Since you just received it, and it's clearly *defective*, you have the right to return for a refund/replacement, and without the 15% restocking fee.

That's what I would do..if you still want the 1340, return it and get a replacement one....or return for a refund of your money.

Cin

 

wow i should of tested dells support processes prior to ordering, this company has some serious support issues,

ive talked to about 40 people today, (so much so that i've lost my voice) none of them want to help me get the defective hardware replaced or process the return.

I guess tomorrow i call visa and they can dispute the charges.

 

Complete this form *Unresolved Issues*, and see if that get's you anywhere.
Your lappy is defective..you just received it..they have to accept your return, fix or repair..

https://support.dell.com/support/to...ing_issues?c=us&cs=6097&l=en&s=eep&redirect=1


Cin

 

thanks Cin, well I won, after about 7 hours of calling dell people on and off, i finally was able to get someone in tech support to agree to send someone to site and replace the ROM drive.

I expect my sales rep greased the wheels for me. What a painful day.

 

You didn't pay for on-site repair warranty, and yet you're mad at Dell for not sending a technician to repair your drive? Just because it's new doesn't mean you get a "free trial" of upgraded service. You paid for the Depot repair warranty, so to get a warranty-covered repair done, you send your laptop in to the Depot.

It sucks that your hardware failed so soon, but unfortunately that doesn't entitle you to warranty service beyond what you paid for. To be honest, there's nothing wrong with Depot service. If anything, it's good because they have more time to test it to make sure it's all in working order before sending it back to you, a luxury not afforded by on-site service.

Last time I had an on-site repair, the technician replaced the parts he was sent for, made sure the laptop powered up, and left. Not even ten minutes into the first boot, the same issue I had been having showed up again. If it had been sent in to the service depot, then several technicians would have ample time to make absolutely sure that the issue was fixed for good.

That said, it's good to hear your sales rep pulled some strings and got you an on-site repair. Just don't expect that to happen every time.

You can always add on-site repair service to your warranty, of course for an extra fee.

 

Glad to hear things worked out for you! And, you had a Rep finally help you out!

I hope things go well with the OnSite Tech...Keep us posted!


Cin

 

lol yes i'm upset at dell, i lol at your post, regardless if i ordered on site repair warranty or return to depot repair warranty, Dell should be responsible for me recieving a fully functional laptop If it worked initially and died the day after this would be a completely different situation. Its not that it "died so soon" it came to me dead.


prior to calling dell though i had said to myself well w/e I'll forget it (i might want to use the drive 5 times in a year) ill just keep the laptop with the defective rom drive. Initially all i was looking for was maybe something to the effect of, okay "we can't send a tech to site, but we can ship you a free external drive free of charge, blah blah blah, anything to appease a customer" .

But the way this was handled on Dell's behalf made me change my stance, and i wasnt planning on settling for anything less then on site tech, or a full refund.