The way Complete Care works is this...
1. They try to determine if it's just parts they can have replaced with onsite (palm rest and motherboard or screen, etc).
2. If not (or damage is undeterminable), they walk you through removing your hard drive (if it's damaged they replace it like a regular part), and then they send you a pre-paid box to ship your laptop off to the depot.
3. If it's repairable, they repair it and send it back. Done.
If it's not 'economically repairable', they do one of two things.
a. If the product is still in production (XPS, 9300, etc), you will get a refurbished one if they have it on hand, else a new one. It's their discretion.
b. If it's no longer in production (as the case was with my 8200), they will send a refurbished one if available, or the current technological equivalent.
I had a 8200 with (original configuration) a P4 1.6, 256mb ram, and the 32mb geforce 440 (or whatever it was at the time). I had upgraded the ram, processor and vid card but put the originals back in when I lent the laptop to my sister for a period of a few months. She ended up dropping it about a month before the 3-year warranty was up (back in April of this year) and basically destroyed it... since Dell didn't have any more 8200s, I ended up with a 9300 arriving at my work to replace it. They didn't call and ask what I wanted or anything, they just shipped the 8200 back with a letter stating it was beyond economical repair, and that I'd receive an equivalent-replacement within a few weeks.
Speaking of which, if anyone wants to buy a 64mb quadro 700 for a precision M60 / 8200, or a docking station + monitor stand for an 8200, or a dell leather laptop bag for 15" laptops....