Dell Replacement Laptop

I spoke with a tech support agent via Dell's Live Chat because I have a few dead pixels (bright dot, dark) on my screen. He said we could either try to troubleshoot the dead pixels or replace the whole unit. I opted to replace the whole unit.

He gave me a dispatch number and an SR#, and told me the unit would be delivered to my address within 5-7 days and that a prepaid waybill would be sent to return the old laptop in the same box.

However, I am still a little unclear about a few things that the tech support agent wasn't clear on.

1) Will/Does Dell ship me a refurb laptop to replace this laptop? (only worried cause it took about 10 days to receive this one, but 5-7 for the new laptop?)
2) Will the laptop come with the same software, service tag, etc? (Like if I bought McAfee subscription, will it come with a new subscription or will I have to use the old license on the new computer? Or if I have Microsoft Office, will I have to do the same with the new laptop?
3) Will/Can Dell charge me a fee for a replacement laptop?
4) What do I do with the dispatch/SR #s?

 

I recently received a replacement for my inspiron e1705 and it was a refurbished m1730. It took a lot longer than 5-7 days though. Think it took about 13 business days. What was your original laptop. Were you told that your replacement would be the same computer? You will not be charged.

 

I wasn't told much by the representative. My laptop is a Studio XPS 1640. He said that they would send a replacement within 5-7 business days. My laptop is only 5 days old.

 

There was no option to only have the screen replaced?

 

Nope. He said they'll just replace the whole system... weird thing is I didn't get an e-mail confirmation of anything. No record of the chat session was emailed... all I have is the dispatch # he gave me.

 

If it was me i would make sure I wasnt sent a refurbished system as a lot of replacements are. Not to say that anything technically is wrong with a refurbished machine but it a 5 day old system is already having problems I would just return using 21day return policy and order a brand new system

 

1. For a new system that was just received, a new system SHOULD be dispatched. For a system after the 21-day period they would replace with a refurbished system. You could always argue this point, especially if its less than 45 days old.

2. This is for you and the Support Rep who is handling the replacement to work out. There is room for discussion/flexibility on this. Typically, the Rep will handle the overall matching of specs. You can suggest an alternative, but you have to raise the issue. If the unit was just purchased and already being replaced, you can usually increase specs slightly as 'compensation' for the delay/hassle.

3. No, they shouldn't. Not if they agreed to replace it.

4. For your Reference. You can track them on the Dell website. Go to support.dell.com and look for the link on the left side: My Support Requests (or something similar). Enter your info and SR (case/dispatch#) and you should find notes. You can also enter your Customer # on the order status page and your Zip code to see all available orders. A replacement system is entered as an order also - so you will see it here once it hits the system.

 

what is their replace period ? I mean till what time do they just replace and not repair. I think i have the same problem, its been 24 days for me and i dont want to replace, i want a new LCD thats it. But looks like the support was forcing me to replace... i might call them to cancel replace and call them later for replacing only LCD, which is the problem, i am happy with everything else, i dont want to get trapped with a refurbished system (assuming they send refurbished).

 

Within the return period, opt for a replacement. Replacements within the return policy should be new.

Outside the return period, and inside the warranty period, you lose control. Dell may, at its discretion, replace or repair with new or refurbished parts.

 

Thanks Lithus. What is the replacement period ? I asked support they say 90 days and it depends on the problem.
I also found out that the replacement system is new .. but they promised 3-5 days to deliver, i cant believe how can they custom build something and deliver .. all within 3-5 days !!!! Is it like they have a local american assembly line ? I was worried since i will be leaving seattle for ever on friday evening, and the support person promised that it will be delivered by friday for sure !! I asked another rep and he also promised that according to the system it is 3-5 day turnaround and it already being processed. I asked what happens if i leave on friday and system arrives after i leave .. lets say saturday or monday ??? how can i take delivery for that system ? What happens in such cases, will it go back or will it be dumped in front of my door ? Then its a certain loss. Moreover after 2-3 days of my leaving i am sure some others will be renting the place i am staying, what if they take the delivery !!!! free laptop for them ???? Its so complicated !!!
Anyways the rep indicated that if you dont get by thursday call us and we can then maybe change the shipping address ! well that made sense though we dont know what if it has been shipped and is on its way !!!

This is a strange case since dell is doing its job right, its my relocation issue that is complicating it .. given a chance and if i knew about the return period thingy, i would have rather moved to my new place and then made this service call.

 

Not sure if this was answered fully, but I was told by the technician I'm working with that they do replacements as follows:

90 days or newer: Brand new replacement
90 or upto one year: Could be brand new or refurbished
Over one year: Refurbished.

Occasionally there are exceptions made, if your system is pretty new they will give you a brand new one in exchange.