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Dell jerkin me around!!

post #1 of 18
8/16/06 at 7:02pm
Thread Starter 
Here is my story, i have an exchange coming for my xps 1710, cause it wont boot up ,and they said it needs to be replaced. Dell says they are sending me out an exchange, and they said i should get it in about 10 days.Well i contacted them and they are telling me ,that it is still waiting to be processed and hasnt been approved yet. What? what do you mean it hasnt been processed yet? they put in the exchange order on 8/6 .So why is it taking so long to get this laptop to me? I am so pissed at Dell right now. Anyone else go through this with exchanges?
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post #2 of 18
8/16/06 at 7:53pm
An exchange isn't a NBD replacement, they have to get one dept. to approve the replacement configuration, then another to approve the replacement, and then it has to be built and shipped out. if you get yours within 14 business days consider yourself lucky. And expect things to slow down the more you call into them and tear into agents. so please dont. :0)
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post #3 of 18
8/16/06 at 8:12pm
Thread Starter 
its not that i want to tear into them, its i want them to just tell me what is going on up front instead of telling me anything and not keeping me informed.They already have my money, so i would appreciate some urgency to get me what i want.
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post #4 of 18
8/16/06 at 10:24pm
Give them a few days, try bugging them every 3 days or so, and make sure to prod them into giving you a daily update, instead of you having to call in. If you were in Canada i know it could happen, i'm unsure about things because you're in the states though.
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post #5 of 18
8/16/06 at 10:50pm
call dell executive support
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post #6 of 18
8/16/06 at 11:15pm
Now hold on a sec. You put the exchange order in on 8/6? Today is the 8/16. It's only been ten full days. But wait - you gotta remove the weekends, 'cuz Dell and most businesses are processing and shipping on a "business day" cycle, and weekends don't count, plus you placed your exchange order on a sunday, so that day is gone; remove three days from your order and you're still on the seventh day.

Now you're right that it's going to suck, because the approval will likely come on the 10th day, but you still have about three good days of approval time left (whoops can't count the third day as this saturday, it's a weekend, so your 10th full business day is next Monday.

Now Monday rolls around and you're in the potential "argumentative" cycle of your order, but quite frankly, while they do have your money, they made that money a while back; you're not a new purchase, and I would imagine you fall under a slightly lower process tier of purchase and exchange, so it's not surprising one bit that you'll likely have to wait 10 + days for your exchange to take place. Thank goodness 10 business days haven't expired yet. Just hang on, the good times are comin'.
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post #7 of 18
8/17/06 at 2:05am
Hey apmech, this is your to piss you off

I had my XPS M1710 stop charging at 2AM on friday July 21st. Called dell at 2:30 AM and had a new replacement issued to me at about 2:45 AM. Once I woke up and checked the status of it I saw that at 8AM that friday morning it was approved and in the build stage. So thats 6 hours from it being issued to being built. The laptop was on my doorstep Tuesday July 25th at about 1:30 or so. Talk about service haha
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post #8 of 18
8/17/06 at 3:17pm
Thread Starter 
See thats the crap i'm talking about right there, some people seem to get them right away,and i just get all kinds of jerkiness, but i'm going to be cool for now.Thanks everyone for your responses.
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post #9 of 18
8/17/06 at 3:33pm
uh dont sit around and wait for Dell to take their time. Call them and depand answers and do not gt off the phone until you get answers from them. Continue to go up the chain of command if the person helping you is a complete tool. Do not let them push you around, demand compensation, and demand an upgrade to the specs for the crap they have put you through.

Do not sit back and take it, this is what Dell wants you to do. Trust me from experience, they will break their backs to keep you a happy customer if you sound even a little bit unhappy.

and remember there is a customer care department.
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post #10 of 18
8/17/06 at 3:58pm
Crap they put you?....

I guess this really IS a fast food nation. Customers want nasty food that sucks for them as fast as they can get it, and customers also seem to want computer companys to hurry and create the worst build evar on a very expensive product so they have ANOTHER reason to complain. apmech clearly COULD have a beef if he wanted to, but given that he's still well within his 10 day "wait" period, it would seem reasonable not to panic. Some people have a great response time, and some people don't.

That's what I want: To order a custom config laptop and have it built, benchmarked and shipped inside 48 hours. AND I'm willing to pay the company thousands of dollars to do it. That's not a recipe for failure, no sir.

I hardly call not receiving a laptop OR desktop replacement inside a two week period jerkin' someone around. There are certainly better examples of RMA/Exchange turnarounds, but a simple follow-up a few times makes more sense than panic.

And look at it this way, this extra time that Dell's taking should give you the most solid and well-running config ever. If it's hosed again, you'll REALLY have a beef; "you guys took two weeks for THIS?"
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post #11 of 18
8/17/06 at 4:10pm
Thread Starter 
whoa hold on , The crap they are putting me through is, that they said i would recieve my exchange within a week, and never said anything about 10 days or whatever. If someone would have just told me how the process works and gave me a better idea on what i was dealing with,i wouldnt be upset. When i see other people recieving laptops much sooner than i have to wait, then i am going to complain, cause i know they can do better,if they want to. Just because its an exchange ,doesnt mean i should have to wait around till they decide to give me some info on the order, thats all.
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post #12 of 18
8/17/06 at 4:47pm
Whats missing in all of this is the fact that Dell is doing him no favors ...He upon purchasing his laptop also purchased a warranty that states a replacement will be sent if it can't be fixed ....seems it can't be fixed therefore he is entitled to a replacement..PERIOD!!!!! end of discussion...and it must be done quickly, not at the leasure of some supervisor.....Dell entered into a contract that must be honored and part of that contract stated that a replacement would be issued within 10days...as I understand it no replacement has yet to be built much less shipped, and he was informed that his order has yet to be OK'd by a supervisor... that NOT EXCEPTABLE!!!!...so by all means if nothing happens within the next couple of days call customer support and stay with it till they resolve the problem that they created....remain calm but assertive....you are entitled to the service you payed for....Customer support has always been very helpful to me with any problems I have faced, and warranty replacements as well as service repairs have been very fast...so believe me I am no Dell basher, but from what I read he has a right to be concerned.....
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post #13 of 18
8/17/06 at 9:07pm
For those who have received replacement laptops from Dell before, why don't you post approximately how long it took from the call to Dell to the time it arrived at your doorsteps? Also, another question. When you receive a replacement laptop, do you get an entire new box with all the accessories and everything as well? Or is it the laptop only?
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post #14 of 18
8/17/06 at 9:18pm
4 days for me, and yes newbox. battery, everything.
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post #15 of 18
8/17/06 at 9:19pm
Thread Starter 
Yes ,that would be something i would like to know,also. How were you guys treated through the whole process?, and did you find getting information about your replacement difficult? I'm curious ,if this happens to alot of people also. Thanks for the replys.
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post #16 of 18
8/17/06 at 9:27pm
Quote:
Originally Posted by cstradling24
Hey apmech, this is your to piss you off

I had my XPS M1710 stop charging at 2AM on friday July 21st. Called dell at 2:30 AM and had a new replacement issued to me at about 2:45 AM. Once I woke up and checked the status of it I saw that at 8AM that friday morning it was approved and in the build stage. So thats 6 hours from it being issued to being built. The laptop was on my doorstep Tuesday July 25th at about 1:30 or so. Talk about service haha

Question, how old was your Laptop when Dell issued the replacement? If you were within the 21 day return policy it's no wonder they got it to you in 4 business days.
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post #17 of 18
8/17/06 at 10:11pm
It was about 40 days old. I was reated well and never talked to anyone over seas. I dont know what you mean by was the info hard to get but he told me the specs were going to be the same (I tried to get him to bump my cpu up form the t2500 to the t2600, no luck thought haha). I didnt contact them at all once it was issued I just watched it progress quickly online then to my doorstep.
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post #18 of 18
8/22/06 at 10:44pm
Any news on your replacement yet?
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