Greetings,
I purchased an e1705 from you a while ago with great anticipation of its arrival. Unfortunately, upon receiving the laptop I noticed many defects. First were cosmetic problems such as white paint chipped on the top left corner. Not to let a semi-small detail detract from my new computer, I forgot about it and went on to use the computer. Right out of the box it had numerous software issues. For some reason it could not use any 3D rendering software, such as a game. It even could not display the standard Microsoft Window's screensaver without crashing. After reformatting the computer and spending countless hours scouring the internet for a fix, I finally was able to fix the problem. All was well until a few days later, when I noticed that the enter key on the keyboard wasn't registering a keypress 100% of the time. Normally by this time I would just return the computer but after waiting this long for it, I didn't want to go without one. I chatted with Dell Technical Support and they promptly sent me a replacement keyboard. Finally, I had thought my troubles were gone. About a week into using the computer, it developed a horizontal dead pixel line. Don't ask me how, but it did. I again contacted Dell Technical Support which in turn directed me in unplugging my LCD screen and replugging it. They assured me that it would fix the issue. After taking off and repositioning the LCD screen, the problem still persisted. By this time I had had enough of the problems and wanted to return the laptop for a full refund. I called Dell and set up the return and scheduled UPS to pick it up. When I had called about the return the representative tried to get me to exchange the laptop but I didn't want to at the time. Later during the week before UPS came to pick up the notebook, I called Dell asked if I decided to exchange it and the replacement laptop had problems or such, would I be able to return the replacement. I was told yes, I would be able to return the replacement laptop. I then went on to ask if, for instance, I received the replacement laptop after the 21 day return policy would it still qualify for a return. I was told that yes, the replacement laptop would come with a new 'invoice' (or something along those terms) with a new order date. From that order date I would have 21 days to return the laptop. I cannot stress to you how many times I reworded and asked again that question to make SURE that I would be able to make a return if I went the route of the exchange. Because I was reassured that I would be able to return the notebook if necessary, I decided to cancel the return and order the exchange instead. During the time the exchange notebook was being assembled and shipped to my house, I called Dell about 2-3 times because I was skeptical about the return policy. Each time I called I was given the same answer, "The replacement laptop will come with a new 'invoice' (or whatever it is called) and I have 21 days from the order date on that paper to return it. I was even going to call on 11/28/06 (it was then or the 27th) to request a return because I hadn't received the replacement laptop by then but saw that the replacement laptop was scheduled to be delivered on the 28th. My return deadline for the first notebook ended on the 29th because the shipping date for it was 11/08/06. My gut feelings told me to schedule the return because I wouldn't have time to inspect the new laptop before it might be too late to return it but I decided to trust what 3 representatives told me. Now I'm regretting that decision. When I opened the replacement laptop everything seemed fine until I started to use it. The build quality was a little shaky, the keyboard's key consistency was low, and when compared to the original laptop's screen, the original one's had much better clarity to it - even WITH the dead pixel line. At this point I was left thoroughly disappointed in Dell and had had enough of the situation. I once again chatted with a representative and scheduled (what I thought was) a return for the notebook (12/04/06). Today (12/05/06) I called DHL and scheduled them to pick up the original laptop, and left the replacement one for UPS to pick up per the representative's instructions. (My session ID for the chat incident was 7861799). I got home today to see that DHL had picked up the original laptop, but the replacement was left at home. UPS never came to pick it up. I called Dell and was told by a representative that the 'return reference number' I was given was for the exchange. (return reference number is exg#81463518). I was surprised, but didn't dwell on it. I asked her if I could schedule a return and she told me no, that it was past the 21 days. At this point I was appalled. Normally this wouldn't matter but there is a considerable amount of money involved. I told her that numerous representatives had told me that I would be able to return the notebook if I deemed it necessary but she told me that there were no notes on my account to authorize such a transaction. She then told me the only thing I could do was to contact a manager about the situation.
Please, I need your help. If I knew that I would not be able to return the laptop then I would have never gone ahead with the exchange in the first place. But, the rest is history.
Thank you
[name removed for privacy]
Click to expand...
Problems? See this thread at archive.org.
