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My Complete Care Replacement Issue - Your experiences?

post #1 of 8
10/20/06 at 1:18am
Thread Starter 
Hi All,

Long story short, I accidentally broke my system when I dropped it. Dell determined it was bad enough to replace the system. I sent it in for replacement on 10/6, 2 weeks ago from this friday. Last wednesday, they informed me the system would be replaced. Yesterday the replacement order was posted to my account. I have some issues. First, here is my original system:

Inspiron 8600
PM 1.6ghz
ATI 9600 pro
WSXGA+
60gb7200

Everything else was default configuration.

Here is the replacement they ordered for me:

E1705
Core Duo 2250 (No complaints - I didnt expect an upgrade!)
WXGA+ (This is worse than my WSXGA+...)
ATI X1400 (This is the replacement part I expected since it is roughly equivelant)
60gb 5400 (Again, worse than my original....)

Add on top of that that I'm a college student who also travels for work. A 17" notebook is far too heavy and offers me no benefits over the 15.4". Moreover, a replacement E1505 could hvae been had that was much closer to my original 8600 than the E1705.I brought all of these issues to dell support asking for a 15.4" replacement of equivelance to my original system...so...

I was chatting with dell support for 3.5 hours and got nothing accomplished today. They kept telling me that 8600 aren't in production and that the "E1705 is an amazing upgrade!" Maybe for someone who doesnt need portability, but I do. Plus components were worse than my original system! So I was told that the "Dell Executive Support Team" would call me within 48 hours. Mind you, I work all day tomorrow and may not even be able to pick up my phone.

Disclaimer: I'm extremely thankful they are helping me out with a replacement. I just figured I shouldn't be getting a downgrade - Complete Care states that replacement/repaired components should be equal or better than originals? I want what I paid for but don't want to be pushy/demanding...

So Overall very frustrating. Anyone with a similar bad experience or have most people had positive replacement expierences? I don't know how to go about this - its SO frustrating. I've otherwise had great dell service experience and this is a major black eye on the overall experience with dell.

Anyone have a story or advice to share?
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post #2 of 8
10/20/06 at 1:56am
You're going to have to phone in to customer care and go over it with them. I can't beleive though they wouldn't want you to "downgrade" (from their POV) to an E1505 which is much cheaper than a 1705.
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post #3 of 8
10/20/06 at 10:56am
Thread Starter 
I chatted with a customer care supervisor online and he couldn't do anything for me.

And I couldn't agree more! *Sigh*

Quote:
Originally Posted by MrEvil
You're going to have to phone in to customer care and go over it with them. I can't beleive though they wouldn't want you to "downgrade" (from their POV) to an E1505 which is much cheaper than a 1705.
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post #4 of 8
10/20/06 at 6:38pm
I had my 8600 replaced just about a Month ago but Dell sent me the E1505 as the replacement...My specs were the WSXGA+ screen as well as the 5650FxGo video card on my 8600...I received the WSXGA+ True Life as well as the X1400 on my E1505....Here are the old specs as well as the replacement specs....

8600 1.7, 15.4 WSXGA+, 5650FxGo 128Mb, 512Mb DDR, 1300 Wireless, 60Gig 4200 HD, 4X DVD+R

Replaced with- E1505 T2400 1.83 Core Duo, 15.4 WSXGA+ True Life, X1400 256Mb,1Gig DDR2, 80Gig 5400 HD, 3945 Wireless, 8XDVD+R/-R Dual Sony
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post #5 of 8
10/20/06 at 8:26pm
I would chat with Dell about the Hard Drive provided , seems they need to send you either a 7200 and if not a larger capacity one, they cannot downgrade any piece of hardware regardless of the system...
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post #6 of 8
10/21/06 at 2:58am
You will have much better results if you chime in with the resolutiosn department

https://support.dell.com/support/top...=us&l=en&s=gen
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post #7 of 8
10/21/06 at 11:53am
Thread Starter 
Is this a superior route to go than the phone call that the "executive action team" is supposed to give me, or are these 1 in the same? They shoul dbe calling me Monday so I'll try resolving the issue taht way first then trying the email form. Thanks, Machina and others.
Quote:
Originally Posted by DELL-Machina
You will have much better results if you chime in with the resolutiosn department https://support.dell.com/support/top...=us&l=en&s=gen
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post #8 of 8
10/21/06 at 12:59pm
(If a Dell Tech or Executive sees this, I am not going over my legal agreement).

Just to make a very long story short, I had a similar problem also kwest2. I had 4 replacements which all were all downgraded and not for my needs or new problems until they got it right.

I originally order an inspiron 8200 in 2003 and had problems a year after. They replaced it with a 9100 I think and it did not have what was in my original order, so they replace it with a 5150 right away.

A year later I got a call from a Tech telling me that the 5160 was not for my needs (This forums saved me) and told me I should try getting it replaced cause of the overheating problems that I was getting. Got that replace with a 9000 and started to have more problems which I knew I would when they mention inspiron 9000.

I had enough of this and at this point, I took matters in my own hand. I called up a few legal people and they told me they had heard number of cases like this and Dell was on their list. They told me what to do next if dell did not live up to their agreement. I bugged the living daylights out of dell since they would not return my calls or e-mails and told them what I was going to do if they did not correct themselves and fix their problems which were at their fault, not mine.

After almost a month of being very persistence, an executive I contacted, got back to me and she made a legal agreement with me to get something in return for the problems I was getting and something that would fit my needs as long as I sign a waver.

I took about 3 days to go over my 3 options with the legal people I talked with. I signed it because I now had a 2nd alternative to get parts and service for this laptop and that was it.

They sent me an inspiron 9400 which was more than what I really needed, and for the bad service I was getting. Since then I had no problems at all.
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