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How do I convince Dell to replace my Gen 1 XPS? - Page 2

post #21 of 75
2/21/08 at 1:54pm
Do dell chat.
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post #22 of 75
2/21/08 at 1:57pm
Quote:
Originally Posted by CrysDark View Post
That doesn't work anymore, they just take is as you are refusing service. The terms clearly state it is Dell's choice on repair options.
That's the biggest load of BS i've ever heard from them then. How can they say that after you buy an at home warranty?
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post #23 of 75
2/21/08 at 4:04pm
Quote:
Originally Posted by pdonket View Post
That's the biggest load of BS i've ever heard from them then. How can they say that after you buy an at home warranty?
Thats what they told me. I had to wait until evening and get India to have them authorize a replacement, American XPS would not replace mine only repair. And mine was liquid damage which is not repairable.
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post #24 of 75
2/21/08 at 5:55pm
Quote:
Originally Posted by CrysDark View Post
Thats what they told me. I had to wait until evening and get India to have them authorize a replacement, American XPS would not replace mine only repair. And mine was liquid damage which is not repairable.
Damn that blows. I hope they don't pull crap like that with me or they won't even hear the end of it.
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post #25 of 75
2/21/08 at 8:53pm
Thread Starter 
Ok, now this is starting to get frustrating. It seems like no matter what I tell Dell, they insist on taking my laptop down to the depot rather than replacing it:
Quote:
I have gone through the case logs and noted that you have been facing lot of issues with your computer right from day one. And I understand how frustrating that could be when your new computer is giving lot of problems.

What I can suggest you at this point of time is that you can send the notebook to the depo and get it repaired. The system will scanned for each and every single part to ensure that everything is working fine. So you need not be worried about it at all. I can tell you from what I have seen with the other customers that alll the issues have been resolved when they were sent to Depo. If you are okay with that, I will definitely go ahead and send the box for you and replace the Hard drive.
Due to the fact that the motherboard is failing on me twice, along with all the other problems I'm having, I don't see why Dell is being so stubborn about givng me anoter laptop when they practically have to replace every single part anyway! On top of that, I've heard nothing but nightmare stories about the Dell Depot.

All this babbling back and forth about the same thing over and over again is getting nowhere and wasting my time. I need some more suggestions here. Talking to their supervisors gets me nowhere. I need to do something more drastic.
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post #26 of 75
2/21/08 at 9:07pm
Quote:
Originally Posted by Psythik View Post
Ok, now this is starting to get frustrating. It seems like no matter what I tell Dell, they insist on taking my laptop down to the depot rather than replacing itue to the fact that the motherboard is failing on me twice, along with all the other problems I'm having, I don't see why Dell is being so stubborn about givng me anoter laptop when they practically have to replace every single part anyway! On top of that, I've heard nothing but nightmare stories about the Dell Depot.

All this babbling back and forth about the same thing over and over again is getting nowhere and wasting my time. I need some more suggestions here. Talking to their supervisors gets me nowhere. I need to do something more drastic.
There is a standing order, they all go to the depot. I think it's after 1 year. What I argued was that I didn't trust the depot after hearing all the horror stories. (Failed) I can't be without my laptop for that long (Failed). I am a tech (which I am!) and that I know with a liquid spill the safest resolution is replacement. (Still failed). So I waited till about 9:30PM PST, hopped on the chat and laid it out with I think his name was Garvi. I said that I have had multiple issues and now I have a liquid spill issue. I would like to activate my complete care and have a replacement laptop shipped out. Took about 5 minutes.

Now getting XPS America to dispatch proper video cards... That is impossible.
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post #27 of 75
2/21/08 at 9:09pm
When I sent my laptop in they made it alot WORSE!!!! Don't give up.
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post #28 of 75
2/22/08 at 2:48pm

Warranty renewal IS possible.

Quote:
Originally Posted by |-007-| View Post
I don't think you can buy Complete-Care if it expires. I know for sure you can't buy a warranty extension on your laptop if your original warranty expired.
Fortunately, 007 is wrong. Dell will sell you a warranty after it's expired, even Complete Care with Accidental Damage protection.

I filled out the web form at their page asking for "warranty purchase options" (or something to that effect), all I needed was my service tag. I thought I was being ignored, but about two weeks later a man named Cory called me and offered:

(For my wife's i9400, which has been out of warranty > 1yr)
3yrs hardware w/ gold tech support: 349.99
3yrs hardware w/ std tech support and accidental dmg: 447.00
2yrs hardware w/ std...accident...: $398
1yr hardware w/ std...acc...: $308

Wanna give him a call?
1-800-624-9896 x7245013
You will probably get an answering machine, leave a message for Cory and explain to him that he sold a warranty for someone you know and you want to know your options. The guy's pretty friendly.

EDIT: Even the cheapest of these 4 is an incredible buy. Even though you have to pull Dell's teeth to get what you want, most of the time you will. Considering you have a Gen 1, anything, ANYTHING they have in stock right now is a lot better than what you have. You're basically buying a new computer for the price of the warranty, and the new one will still be covered. Your biggest issue might be that they will see you've been calling about repairs and it might hike your warranty, or maybe it won't. Doesn't hurt to try. Make sure you keep us posted, information like this is invaluable to our crowd.
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post #29 of 75
2/22/08 at 3:11pm
just tell them that your old XPS has been dropped, it doesn't work like it should since the drop, it's outdated and you really like the looks of the new XPS. they should send one out straight away!
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post #30 of 75
2/22/08 at 3:31pm
wardo, he doesn't have accidental damage. besides, this forum is about helping dell customers, not teaching them how to cheat the warranty.
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post #31 of 75
2/22/08 at 3:34pm
Quote:
Originally Posted by dgcaste View Post
wardo, he doesn't have accidental damage. besides, this forum is about helping dell customers, not teaching them how to cheat the warranty.
LOL... If you have read any of my recent post you would know i was being completely facetious..
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post #32 of 75
2/22/08 at 3:54pm
my apologies. however, that was your first post in this thread, so you can't blame me for not reading your most recent posts.
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post #33 of 75
2/22/08 at 4:15pm
Quote:
Originally Posted by dgcaste View Post
my apologies. however, that was your first post in this thread, so you can't blame me for not reading your most recent posts.
no problems.....
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post #34 of 75
3/28/08 at 5:15pm
Thread Starter 

long-overdue update!

Sorry for taking so long to update you guys, but I've been quite busy the past month and haven't had time to continue pushing this case until now.

So anyhow, doing some Googling, I managed to get a hold of the phone number for Dell's corporate office in hopes of getting in contact with one of the higher-ups that could actually help me in getting my replacement. Instead, what I got was the run-around from a bunch of goons/operators that were "unable to help" me. So when I asked for their supervisor, most of them got nasty about it, so I got nasty in return but didn't get far. I ended up talking to Holly, Christina, Paul (who acted like royal jerk-off by talking over me, and claiming that he didn't know how to reach his higher up -- nonsense), then eventually Neyland, who was nice enough to apologize for the way his co-workers treated me and finally transferred me over to a supervisor... or so I thought.

Turns out that Neyland actually transfered me back to Paul (although Neyland's a nice guy, he's apparently new), which at that point, after laughing my ass off, I attempted to communicate my issues and got nowhere once again.

So here I am again, back at square one. From doing some research, I've discovered that Dell's senior execs and senior customer service reps are aware of their company's bad laptop reputation, and have to power to issue a replacement. It's all a matter of finding the right guy to speak to, which so far I've been unsuccessful in doing so. So once again, I come to the community for help:

If anyone has a phone number and extension to one of these senior reps/execs, by all means don't hesitate to PM it to me! I will be eternally grateful if you do, and I may even be able to give you something in return if all goes well!
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post #35 of 75
3/28/08 at 5:35pm
You did try the Dell unresolved issues right?
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post #36 of 75
3/28/08 at 8:38pm
Personally spekaing I emailed micheal dell, seemed to work

LOL
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post #37 of 75
3/28/08 at 8:39pm
(I was serious, got routed to someone in corporate resolution)
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post #38 of 75
3/31/08 at 1:26pm
Thread Starter 
Well after spending another Saturday fighting on the phone with Dell, I managed to get a hold someone up in corporate or whatever. I vented my frustrations at this mysterious higher-up person, and she said said they'll take care of me on Monday, and not to worry about a thing.

So at 9:00 this morning I get a call from this guy named Tom, and he's sending me a brand new system!

Here are the specs:

Dell Inspiron XPS M1730
Color: Smoke Grey
CPU: Intel Core 2 Duo T9300 (2.5GHz/800Mhz FSB/6MB cache)
RAM: 2GB Shared Dual Channel DDR2 SDRAM 667
HDD: 400GB (2x200GB) 7200RPM Free Fall Sensor (RAID)
GPU: nVidia SLI Dual GeForce 8800M GTX 1GB
+ AGEIA PhysX 100M Processor
Optical: CD / DVD Burner (DVD+/-RW Drive)
WiFi: Intel PRO/Wireless 4965a/g/n Mini Card
OS: Windows Vista Home Premium
Battery: 85 WHr Lithium Ion Battery (9-cell)
Sound: High Definition Audio 2.0

Anyone wanna buy it from me?


...Oh, and they're even letting me keep my old POS system. I guess you really can get what you want from the company if you just keep pushing them!
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post #39 of 75
3/31/08 at 2:12pm
Quote:
Originally Posted by Psythik View Post
Well after spending another Saturday fighting on the phone with Dell, I managed to get a hold someone up in corporate or whatever. I vented my frustrations at this mysterious higher-up person, and she said said they'll take care of me on Monday, and not to worry about a thing.

So at 9:00 this morning I get a call from this guy named Tom, and he's sending me a brand new system!

Here are the specs:

Dell Inspiron XPS M1730
Color: Smoke Grey
CPU: Intel Core 2 Duo T9300 (2.5GHz/800Mhz FSB/6MB cache)
RAM: 2GB Shared Dual Channel DDR2 SDRAM 667
HDD: 400GB (2x200GB) 7200RPM Free Fall Sensor (RAID)
GPU: nVidia SLI Dual GeForce 8800M GTX 1GB
+ AGEIA PhysX 100M Processor
Optical: CD / DVD Burner (DVD+/-RW Drive)
WiFi: Intel PRO/Wireless 4965a/g/n Mini Card
OS: Windows Vista Home Premium
Battery: 85 WHr Lithium Ion Battery (9-cell)
Sound: High Definition Audio 2.0

Anyone wanna buy it from me?


...Oh, and they're even letting me keep my old POS system. I guess you really can get what you want from the company if you just keep pushing them!
wow just WOW! Congratulations on your efforts. Took you more than a month, but you deserve that machine. Could you please provide everybody with the email addresses you used to resolve your issue? Dell unresolved issues and customer care are not helpful.
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post #40 of 75
4/8/08 at 4:48pm
Thread Starter 
Quote:
Originally Posted by Joako View Post
wow just WOW! Congratulations on your efforts. Took you more than a month, but you deserve that machine. Could you please provide everybody with the email addresses you used to resolve your issue? Dell unresolved issues and customer care are not helpful.
Hey thanks.
Anyhow, sorry for taking so long to get back to everyone, but I've misplaced the piece of paper I had with all the contact information I've obtained. As soon as I find it, I'll post those phone numbers here...

Oh, and by the way, like I said I would earlier, I put the laptop up for auction. If anyone knows someone who would be interested in a brand new gaming machine, feel free to send them to it!


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