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M1730-- Got if for free from Dell....

post #1 of 20
9/18/08 at 10:14am
Thread Starter 
...well, almost!

I received it at the start of July, payment was taken about a week before. Around 3 weeks later the money was credited back into my account! During all this time I'd been complaing about my LCD and Dell was making a complete mess of sending me a replacement (I took 3 seperate days off work, and no replacement arrived on any of the occasions they stated)

Anyway, I forgot all about this when I noticed that they had credited the money back....


...that was until today when I got a call from a DEll representative asking why I hadn't paid! When I told her I had she backtracked saying, "ah, yes, I see you did pay but we made a mistake and gave it back"

Question is, do I just hold my hands up and send them the cash again, or are they powerless now? Not sure about the legal side of things. Obviously the moral side is more cut and dry! lol
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post #2 of 20
9/18/08 at 12:01pm
Hello,

Richard here from the Dell Communities & Conversations group. If someone from Dell contacts you asking for payment, then that means the account status is pending. So what that means is if payment is not received the warranty may be voided.

Regards,

Dell Communities and Conversations
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post #3 of 20
9/18/08 at 12:18pm
Thread Starter 
Quote:
Originally Posted by Dell-Richard_B View Post
Hello,

Richard here from the Dell Communities & Conversations group. If someone from Dell contacts you asking for payment, then that means the account status is pending. So what that means is if payment is not received the warranty may be voided.

Regards,

Dell Communities and Conversations
Hi Richard,

Fair enough.

However, i'd appreciate a few things from Dell -

1) No more phone calls asking my why I haven't paid, despite paying 2 months ago. Just hold you hands up and say a mistake was made on Dell's part.

2) Send a simple eMail or phone call before I'm sitting at home waiting for a replacement LCD to arrive, so that I don't have to take another three seperate days off to take delivery of a replacement part that never arrived on three different occasion.

Apart from all that, the machine is great!

Regards,
James
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post #4 of 20
9/22/08 at 11:46am
Hello,

1) "No more phone calls asking my why I haven't paid, despite paying 2 months ago. Just hold you hands up and say a mistake was made on Dell's part."

Yes, there was a mistake made. Where it occured I could not say. It could have been some type of Dell accounting error, or maybe the merchant bank charged it back. However it occurred there is a balance due.

2)" Send a simple eMail or phone call before I'm sitting at home waiting for a replacement LCD to arrive, so that I don't have to take another three seperate days off to take delivery of a replacement part that never arrived on three different occasion."

We would have been able to ship the LCD to your work. I regret that the techcain did not inform you of that.

Regards,

Richard B
Dell Communities & Conversations
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post #5 of 20
9/22/08 at 12:03pm
Thread Starter 
>>We would have been able to ship the LCD to you work. I regret that the techcain did not inform you of that.

Richard, thanks for the reply.

Apologies. Looking back, the last attempt *was* arranged to be shipped to my work address. It didn't arrive then either unfortunately. Rather oddly the courier came to pick up the part again 4 days later (as arranged with Dell). I had to explain that Dell had arranged seperate delivery and pick-ups at my request and that I hadn't received the part yet, so couldn't give it back!!! Since then I've heard nothing from Dell but the fact they credited the money back into my account led me to (somewhat obviously) let the matter drop!

The galling thing is, I have to explain the situation afresh to each person I speak to as no-one seems to have access to any notes. When i ask who arranged/cancelled the part delivery for the previous attempt no-one seems to know.
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post #6 of 20
9/23/08 at 1:07pm
I haven't seen your account case information. But, I know that the LCD situation is in no way related to the account charge back. Parts replacement is Dells internal warranty services. Billing of accounts and services are completely separate.

So, the credit you got back, was that for a major credit card or a pending balance?

Also, how long have you actually had this computer?

Finally, the LCD has not been repaired yet, correct?

You can private message me the systems service tag, then I can actually see what is going on.

Thanks,

Richard B
Dell Communities & Conversations
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post #7 of 20
9/24/08 at 6:50am
Thread Starter 
Quote:
Originally Posted by Dell-Richard_B View Post
I haven't seen your account case information. But, I know that the LCD situation is in no way related to the account charge back. Parts replacement is Dells internal warranty services. Billing of accounts and services are completely separate.

So, the credit you got back, was that for a major credit card or a pending balance?

Also, how long have you actually had this computer?

Finally, the LCD has not been repaired yet, correct?
The money refunded was for the full amount of the machine. I had paid in full about a month earlier. The machine itself took about 5-6 weeks to arrive from initial order!

I've had the computer since near the beginning of July. I tried to get the LCD situation fixed within about a week of the machine arriving, and have been trying since then.

I am awaiting correspondance on this matter Richard. I'm a little reticent to give out the tag over the internet (sorry). If nothing comes of it I'll be back in contact. I have to say I'm so fed up with the situation I wish I'd held on a little longer for the 6400 which, if other Precisions are anything to go by, should have an excellent screen.

Thanks.
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post #8 of 20
9/24/08 at 12:44pm
Quote:
Originally Posted by JimBob View Post
The money refunded was for the full amount of the machine. I had paid in full about a month earlier. The machine itself took about 5-6 weeks to arrive from initial order!

I've had the computer since near the beginning of July. I tried to get the LCD situation fixed within about a week of the machine arriving, and have been trying since then.

I am awaiting correspondance on this matter Richard. I'm a little reticent to give out the tag over the internet (sorry). If nothing comes of it I'll be back in contact. I have to say I'm so fed up with the situation I wish I'd held on a little longer for the 6400 which, if other Precisions are anything to go by, should have an excellent screen.

Thanks.
(Just so you know, richard B is an official Dell company member, as noted by the purple name tag)
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post #9 of 20
9/24/08 at 3:35pm
You're talking to a person who will help you more than anyone you could possibly call would. If I were you I'd trust Richard and let him help you out, if you really want that LCD that is .

-Mac
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post #10 of 20
9/24/08 at 3:46pm
Quote:
Originally Posted by JimBob View Post
I am awaiting correspondance on this matter Richard. I'm a little reticent to give out the tag over the internet (sorry).
I would not hesitate to PM Richard your service tag. It's no less secure than giving it over the phone to a Dell rep.
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post #11 of 20
9/24/08 at 4:42pm
Thread Starter 
Thanks for the comments. Someone else is dealing with this, but should there be a problem I'll certainly give Richard a shout.
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post #12 of 20
9/25/08 at 1:35pm
Well, I hope the person assisting will get everything taken care of for you quickly.
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post #13 of 20
10/2/08 at 5:06pm
Any updates?
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post #14 of 20
10/22/08 at 11:38am
Thread Starter 
Richard, finally sorted this with Dell. They have given me the option of keeping the machine, or returning it which is cool! Thanks.
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post #15 of 20
10/22/08 at 12:27pm
Quote:
Originally Posted by JimBob View Post
Richard, finally sorted this with Dell. They have given me the option of keeping the machine, or returning it which is cool! Thanks.
That is great to know!
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post #16 of 20
10/24/08 at 3:23am
This is a question to Richard. Does Dell pay you to become a member of forums centered around their products our are you just an extremely nice person?
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post #17 of 20
10/25/08 at 7:41am
Quote:
Originally Posted by royalty View Post
This is a question to Richard. Does Dell pay you to become a member of forums centered around their products our are you just an extremely nice person?
I believe he is just an extremely nice person
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post #18 of 20
10/25/08 at 2:31pm
Regardless of whatever he answers nothing will be taken away from my opinion of him, I was just curious whether Dell had taken the initiative to improve relations with their customers.
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post #19 of 20
10/26/08 at 12:14pm
I clicked on his link below his name and got this on his Dell blog page:

" about:

Richard Bernier

<small>Dell Community Security Liaison

</small> I have been with Dell for five years; two of those have been spent with the conversations group. You may have seen me on the Internet as Richard B. I’ve had a lot of positions within Dell, which hopefully will provide perspectives for some helpful and interesting posts here on Your Blog. Thanks for stopping by!"


So,Richard does in fact work for Dell.Not only is he a "NICE GUY"but also employed by Dell and as he says in his Dell blog that he has held various positions in Dell so he is a full time Dell employee is my guess?
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post #20 of 20
10/27/08 at 4:17am
Well I mean I know that he is employed by Dell, I just want to know if dell said hey Rich, get over to notebookforums and do some work thats your job you know? That is all I am wondering.
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