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Badly damaged laptop and complete care

post #1 of 11
12/13/09 at 7:48pm
Thread Starter 
Hi, I've just joined the forum in search of some answers to a problem I have.

Last week I placed my M90 laptop on top of my car as I was loading it, power cord wrapped around it. When I opened the car the back end of the door caught the cord and pulled the machine of the car and sent it flying down a set of stairs beside the car. (some 12 feet straight down onto concrete)

The laptop is heavily damaged and on it's way to the depot. Not sure if it can be repaired as the case is broken, so is the screen and it didn't power up anymore. It's still under the complete care warranty and I'd like to find out if any of you have some experience with what Dell usually does in such a case.

I hope it's repairable as the laptop did it's job well. If not, do they just send the same model if still available or just something refurbished they see as comparable? I'd be happy to spend some more money to get a better laptop but not sure if that's an option.

Would appreciate any input as it might be good to know how this usually works before some endless phone calls.

Thanks
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post #2 of 11
12/13/09 at 8:59pm
If they have the parts they will fix it

If it is damaged beyond economical repair they will replace it

If they replace it most likely you would get a M6400.
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post #3 of 11
12/13/09 at 9:08pm
Thread Starter 
Thanks for the quick reply. I hope they'll be able to fix it but as the display is cracked and one corner on the bottom is gone I wonder if it's possible. They should receive the thing at th depot on Tuesday and I wonder how long it'll take them to contact me.

If replaced I'd be happy with anything comparable. The M6400 I guess would a nice treat considering that though it was an accident it still was my own fault.

Do they replace with refurbished or new products? Well, after close to 3 years refurbished would be just fine with me. I guess if replaced the specs of the M6400 wouldn't matter that much as most likely it's faster than the M90 either way.

Thanks again
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post #4 of 11
12/14/09 at 2:47pm
It all depends on the inventory. But refurbished or new, you should receive the same warranty as your case warrants. Good luck.

cheers ...
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post #5 of 11
12/15/09 at 10:48pm
Thread Starter 
Got the call from Dell's computerized voice today telling me that my system isn't repairable and wouldn't be shipped back. Shipping date for my replacement system will be 7-10 days out. Guess I'd be very lucky to have it by Christmas, but I think I'm pretty lucky to get it replaced.

Don't know what the replacement will be but if they send me an M6400 as dave-p guessed I think I'd be a pretty happy camper. Does it pay to call them and try to find out or is it totally out of my hands at this point? I'd be happy to send some cash their way and see if I can get some options I might like.

I'll write more once it turns up
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post #6 of 11
12/15/09 at 11:20pm
I'm in the same boat, got the call last Friday that they were replacing mine and that it would be 7-10 business days from that date. I called today, and they still don't know anything. They said that there would be no way to tell what they were sending until the day that they ship it out, so I guess we play the waiting game. Good luck with the replacement. I just saw that they released the M6500.
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post #7 of 11
12/16/09 at 1:35pm
Thread Starter 
I just checked my email and found an email from Dell with a tracking number for the replacement system. Supposed ly it'll arrive tomorrow and I can't wait to open the box when it gets here to find out what they've shipped.

There is nothing on their website stating what laptop has shipped or any other detailed info regarding the whole thing. Think I'll try to call them later on and see if I can find out more. I did get another email yesterday saying that they'll ship me the old harddrive back and I hope the package supposedly arriving tomorrow will be the laptop, but the email did say "Your Dell notebook repair is complete and has been shipped to your return address".

Lets wait and see, still can't quite believe it. I'll post what it is as soon as I have it.
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post #8 of 11
12/17/09 at 9:38pm
Thread Starter 

nobody knows what Dell sent to someone else insteadof me

Well, the replacement system should have arrived today but when I tracked in on the FedEx website I saw that it was on it's way to somebody else in Tennessee.

The email I had received telling me it had been shipped stated the service tag of my old laptop, my phone number and the dispatch number. With all that I didn't have much reason to believe that it wasn't going to me. Maybe they shipped the leftovers of my old laptop to the laptop graveyard some in Tennesse

After about 1 1/2 hours on the phone nobody was any wiser, that inludes anybody at Dell I talked to. But one tech did manage to find out that the M90 will be replaced with a M6400 and that it wasn't gonna be built. So it sounds like it won't be a refurbished one, though absolutely nobody could tell me about what configuration.

Lets hope there will be some update soon. At least I got a new dispatch number. Wonder how many hours I'll spend on the phone to get an update next week. Oh well, it's Christmas and I'm still very pleased with the replacement.
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post #9 of 11
12/18/09 at 1:38am
Yeah even the base M6400 will be a faster unit than the M90

I have one, and I am very happy with it
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post #10 of 11
12/19/09 at 1:49pm
yeah from what I've seen TN is the new graveyard. they didnt used to mail out shipping information about that tho (because it causes a lot of confusion)
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post #11 of 11
12/19/09 at 10:37pm
Thread Starter 

it arrived

Well, today the bell rang and the FedEx Santa left me a present.

As somewhat expected they replaced my M90 with the base model M6400. Other than it having the 4GB of memory it's basically the most basic model and the hard drive is only 150GB.

Wish there had been a chance to update a few things but considering that the damaged one arrived in Houston on Monday and on Saturday I'm typing this on the replacement laptop is pretty good.

Guess I'll start thinking about what upgrades would be good and also affordable. A bigger hard drive would be nice, so that might just be the first thing to add.
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