Dell Service =(

After a week of delays, i finally recieved the Dell XPS M1210 replacement laptop that they said would arrive in 5-10 days. But, to my surprise, my replacement got downgraded... The video card was changed from a 7400go to a intel integrated graphics and the integrated webcam was not included with my replacement... i specifically asked dell what my replacement would be like and they said that it would be the same as my current system... my question is, how should i handle this with Dell? I have 2 M1210's lying around now, one not working and the other with lower specs than i paid for... maybe i should just keep them both..

any help appreciated

 

If you try to play around with them by keeping both systems you will be charged on the same credit card that you originally used to purchase the system. It's no joke, they will do it.

Just call them and be a bit tough with them on the phone, ask for some kind of reimbursement like credit or a coupon.

 

wow, they would do that? im trying right now for them to send me a more upgraded version of the M1210. hopefully, i can at least get something

 

if you keep broken laptop they WILL charge your CC. That's how advanced exchange (or whatever dell calls it) works.

Call them and tell them that the replacement system specs do not match your current system specs. The replacement system they've sent you should be identical to your broken one. Unless I'm missing something...

 

well, for one they are basically stealing from you if you exchange for that second M1210. tell them to pick the new one up, and demand to know why they thought they could cheat you.

also, let them know you're not stupid and to not try that again.

 

they put me on hold saying they are trying to find the best possible solution..

 

update, third time im getting transferred!

 

if they give you much more trouble, I'd say return the notebook...make sure you get a concession coupon ($100 sounds about right).

if you're still willing to go with a M1210 after than, just reorder...you could even tell the rep what happened and they might give you a deal.

 

I too have felt the cold back hand of Dells service.

Just not in the same way.

 

well, they say i have to return the replacement laptop to get another replacement laptop... asking for compensations right now. the problem with reordering is that i need a laptop for school and work, so i cant really go without one

 

Say that you didnt get what you paid for and you will not accept it. Send both of them back to dell and demand that they send you what you bought or else you'll take your money back. Dont "ask them to do whats right", tell them what they will do to make you happy. If you dont do that you'll just get kicked around like the scrawny kid on the playground by the bully. Show them who's in charge of the situation, you. Be firm, but not rude, that will get you nowhere.

 

well, i guess the only thing to do was to return the laptop. they gave me refund and extra $75 to a new purchase. time to reorder the M1210 with the Core 2 Duo!!!

 

well, got the full $100 out of them, and the refund, minus the warranty charges. so i go refunded around $1,300 for a $1,400 system... didnt know they didnt refund warranties... o well, thanks for the help guys

 

you guys know the initial year warranty charges for a refund if anyone has done one before? they are refunding me $1438.80, but taking out the warranty charges. just wondering how much of a chunk i would expect to see go. thanks

 

well, i finally got everything resolved. i am getting another replacement, a $100 dell credit thing, and an upgrade to a 80GB 7200rpm harddrive. guess i am happy with this... now i just have to wait for the replacement

 

Yay, I finally have something bad to say about Dell Support! A few cut off calls, a few transfers (understandable), 1 rude lady, inability to solve problems, but most importantly they said they would exchange my system but 1 week later (i called them) i find out they didnt do it (what...the guy forgot or did he just lie?).

Oh, about your problem: I would not take it and eventually it should be resolved if you keep at them. Oh, use the EDIT function when you plan to post several times (just a thing ppl always ask you to do in forums)

 

same here, I made a processor change before the order went into production, after i paid the increase, dell changed the graphics to intel 950 from x1400 and took the os cd off the order, both of which I paid for! If i wasnt paying attention, like i'm sure some people are not, they would have totally ripped me off.

 

yea... still waiting for my third replacement...

 

I had that problem. They told me it was in production. I called like 3 days later to check up on it. They told me there is no trace of said order. They lied.

 

no...$1300 for a $1400 laptop is not acceptable. they too can refund the warranty, especially for a new system. don't let that coupon fool you...they can revoke that at any time. that happened to me once.

dispute the remaining charge with your CC company.

 

well, they are sending a thrid replacement, gave me a free 80GB 7200 rpm HDD, a notebook case, and that $100 coupon. just too much of a hassle to keep argueing with them

 

C'mon man, you are arguing for ALL of us! Suppose my m1210 goes out tommorow (knocking on every wood product I can find) and they try to give me some kind of concession that is 90% less that what I paid for it (not 3 months ago w/3yr warranty). I would be absolutley incensed and NEVER buy a Dell product again!

Demand from them what you want. Either they will give it to you, or they will give you a reasonable amount and you tell them that they will never have your business again. There are plenty of vendors in the sea my friend. Dell knows it and you as a consumer should know it. We all love our Dell systems but I think that the realist in us says that it is just a computer and it is only as good as the service and reputation behind it.

 

that was beautiful man, you hit the proverbial nail right on the head

 

aside from the long hold times on the phone, I have nothing but good things to say about the service. My shipment was a little delayed so they expedited the shipping right away and put next day shipping on it for free. Then they realized they didn't have the system so they gave me a new system that was about 400 dollars more than the one I was paying for and threw in a -100 dollar credit. (this is for a refurb) original price: 789.00 (which was a great deal to begin with)

DELL INSPIRON E1505
Original price/specs: 789.00
T2300 1.66 core duo 667mhz
ati x1400
15.4 wsxga+ trulife
100 gig hd
512mb 533mhz ram
sb audigy
8x dvd burner
intel pro wireless
1yr waranty

Overall a pretty awesome price! but since they told me they had it and they didn't, they upgraded to a NICER refurb with the following specs...new price of 689.00

T2500 core duo 2.0ghz 667mhz
120 gig hd
x1400
1 gig ram
2 yr waranty
same for the rest of the specs.

yea...the guy that i was talking too straight up told me that it was around a 1000 dollar refurbished system. I do feel very fortunate and lucky that I got to work with him through the whole situation. He was nothing but helpful. I feel really lucky that I got this machine for this price. The refurb is also immaculate. Not a scratch insight. I firmly believe its new. It even smells new.

 

My experience has been good too. As I've said elsewhere, I bought a refurbished M65 for about $1100. It had significant chassis damage, so Dell built me a new one with the same specs. I don't think they usually do this, but there aren't a lot of M65 returns (unlike other models), so a new machine was probably the only option. I spent a lot of time making sure everything went smoothly, and I would have preferred a pristine refurb in the first place, but some of my time and effort could have been avoided if I weren't so maniacally obsessive. In the end, it all went pretty well. And I'm absolutely convinced of one thing: Most other companies would have jerked me around one way or another, but Dell never did.

 

I'm confused - why did u not ask them to send a correct replacement laptop, instead taking a $100 hit ?

 

no, they are sending a correct replacement laptop. This is my third replacement and i am still waiting for it. I also got the harddrive, carrying case, and $100 as compensation. hope that cleared things up

 

That's good man. I only got a core 2 duo upgrade. I want a graphic card 7900 GS on my E1705. The weird thing is they ordered a corel paintshop pro X software with my system / WTHEck/ I want hard ware upgrade not software.

(just got my replacement yesterday) a brand new one to replace a 5month old E1705.