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20 + days for repair?

post #1 of 6
3/3/07 at 12:09pm
Thread Starter 
The rapid reponse depot has had my computer since February 9th (now March 3rd). I sent it end for a motherboard replacement because the firewire port was shorting out.

My rep contacted me after I emailed him a week after they had my computer and he said that the repair was complete and they would ship it out the next business day. So the next week came and went and I e-mailed the rep again about my case. He/she didn't respond, so I e-mailed again the next day and still did not get an answer. I decided to call a few days later and got a different rep. This one told me that the depot still has it, and it's waiting on a part that's on backorder and that it will be an additional 5-6 days to get the part.

It's now 22-days that I have been without my computer. That's totally unacceptable. What is the next step I can take to gete my computer back, or a replacement ASAP. We're fast approaching a month!

Thanks
-Bird123
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post #2 of 6
3/5/07 at 9:09am
A replacement would be your best shot but from what I learned, a system replacement is only possible after they already had 3 service calls on the system.

Before I had my M170 replaced, I also had the motherboard replaced at the service depot and fortunately for me, four days after I mailed out the system with the included prepaid DHL ground shipping label, I got the system back again.

If you escalate the issue by first talking to a dell tech guy, then his supervisor, and then finally escalating it to the level after that, in my experience those 3rd level dell reps have much greater power and autonomy to see you satisfied.

Hope this helps.
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post #3 of 6
3/5/07 at 10:26am
Thread Starter 
Thank you for your reply, I appreciate it. This is my second time sending it in for repair, so maybe I have a small shot for an exchange. The first time was when they put those GeForce Go 7800's in our e1705's, the one's that ran super hot. Well mine ran super hot, and had bad memory on it. So I sent it end and had it back within a few days. When it took longer than a week, I knew something was wrong. I'll try to escalate the issue this afternoon when I get in from school.

24-days today I'll be without a computer!
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post #4 of 6
3/6/07 at 8:56pm
Thread Starter 
Finally got it escalated to that third level management. They issued an order exchange today with a dps number + the depot is supposed to be sending my old computer back (which I doubt), but we'll see. Typically, how long does this process take?

25-days and counting.......
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post #5 of 6
3/8/07 at 6:47pm
Thread Starter 
Well, Dell may make me have faith in them again. As of right now, I have two tracking numbers, one for the old system, and one for the exchange. For my trouble, it looks like I scored two systems! the old one had the firewire go out, but that's it really. the exchange is a little bit of an upgrade to the system in my sig. i got a 7900 gs, a bigger hard drive, vista ultimate, capture card, a third and forth battery.....
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post #6 of 6
3/16/07 at 2:06pm
When you receive your new system put the old one in the box and ship it out. A pretty nice upgrade from what i can tell they must have scoured the outlet looking for one that came with a 2nd battery and a 7900GS.
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