Dell Tech Support

So i got my m170 and there is a significant scratch on the glossy screen. i call them and they send me a box to send it back to them so they can replace the screen. there is no return shipping label in the box. i call back and they say they are going to send me another box. they dont. i call back and the dude says lemme go talk to my supervisor and call you back in half an hour, never hear from him again. i call again and speak to a supervisor, the only useful thing he says the entire 30 minutes is he is sorry for the inconveinience. he says he is going to send me another box and i dont need to worry about this one becuase nothing is going to go wrong. (Like he knows) so now all i have to go on is this supervisors word that nothing is going to go wrong whereas i have been waiting for about two weeks just to send in my laptop for a repair that will take another two weeks. FYI i want to use my technology before it becomes outdated and completely loses its value. Did i mention that this all the "Special" XPS service and not the "Normal" service. has anyone had problems with dell, and how did they fix them.

 

1. you should ask them for a replacement since your laptop is new. they did this for me without XPS support and because of 1 dead pixel and 1 stuck pixel. i was on the phone about 5-10 minutes total before they had a new one in the system for me.

or...

2. tell them to send you the LCD and you'll change it yourself.

 

Sounds like you got the run around and are still running around. Next time remember to take down all the names & whatever, if any, employee ID. And since this is a new laptop, like drumfu said, return it for a new one. There's absolutely no excuse for a new laptop to have a scratch, no matter how slight.

 

i have been taking down names and numbers the whole time so i guess i will try to get a new one if something goes wrong this time.

 

Hmmm you just purchased this laptop and yous ending it in for repair??
I wouldnt put up with that if i had gotten a laptop like the m170 with a defective screen i would return it for a new one and if they dont then they just gona have to take it back and if they ask for 15% restockign fee , they ll deal with my lawyer.
Stand up to them , scream at them , i do all the time its funny. remember your not dealing with people ur dealign with voltures.

PS just remeber that you purchased a bran new laptop not a laptop with a broken screen that needs repair.

 

Dell's legendary customer service strikes again! I had one person tell me she was a "complete idiot, and didn't know anything", and had another belch into the phone as they were speaking with me!

It seems however from reading other horror stories to keep on the line with them, evade their tactics to make you hang up, and it will eventually pay off. Good luck!

 

They should at least replace the screen if not as they others said the machine itself there is no excuse for this. I had to have a screen replaced on one of my older systems it took about a week but that was because the guy who was supposed to come and replace it had a car accident. Great guy, showed me how to fix it myself.

Two weeks and no solution is just wrong.