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New Dell Policy No replacement systems!!

post #1 of 22
12/15/09 at 7:48am
Thread Starter 
Hi There,

I have a xps m1710 the graphics card has failed and has been replaced last week. This failed after 2 days!

Dell have repalced fans x2 CPU Heatsink and nv7950gtx already.

they now need to change graphics card again, LCD and Base plastics.

have requested replacment system like others and this has been refused i have appealed this all the way to CEO office and they state the new policy is no replacement systems, no refunds and i have to wait.

this is unexceptable but told have no choice new policy


Customer relations read claus to say that i would have to wait for more than 21 days before i was entitled to replacement.

CEO office now say that i wouldnt get one regardless of terms and conditions.

im not happy with my xps door stop!
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post #2 of 22
12/15/09 at 9:10am
If this is true, and I don't see how they could possibly get away with this, document everything and contact the Better Business Bureau.

I recommend conducting all your future business with Dell either through the online chat or email. If you must communicate via telephone, find a way to record the conversation.

I just got a replacement PC at the end of November, and others received systems around the same time. It's my understanding that the 4th failure generates a system replacement, but they are not obligated to give you a brand new computer, they only have to give you a system of equal or better specs, and it may be refurbished.

As sucky as it is, waiting 21 days for parts before generating a replacement request is not really all that unreasonable.

What type of warranty do you have, and have you read the warranty contract for your warranty type?

Make sure you tell Dell that you will be contacting the BBB, and good luck to you.
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post #3 of 22
12/15/09 at 12:21pm
were they in the middle of processing your exchange or they never offered you one and you had to ask and are you in the US?
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post #4 of 22
12/15/09 at 1:14pm
Thread Starter 
It would be suky as you say waiting for the 21 days.

The thing that i missed out on my post which is really important was the news that i was informed the part was out of stock and the first date it could be back was 31st december for delivery in the new year!

im in the Uk

can i have info about the better business department please

thanks
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post #5 of 22
12/15/09 at 3:03pm
i am not sure if there is a bbb in UK you can try http://www.oft.gov.uk

also my replacement system just got shipped today so no replacement is total BS
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post #6 of 22
12/15/09 at 4:30pm
I can see Dell's point of view. Arent they giving away Alienware systems to replace some of these units>?
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post #7 of 22
12/15/09 at 8:02pm
I don't think I have ever dealt with a company that was as clueless as Dell is...truely amazing! It's worse than the Post Office.
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post #8 of 22
12/15/09 at 8:03pm
The Sale of Goods Act states the place you bought the goods has to offer a repair, replacement or refund, but they basically get to choose which. They must either repair or replace the goods 'within a reasonable time but without causing significant inconvenience'. However, after my recent dealings with Dell over a different matter I fear you'd have to go a long way, i.e. the small claims court, to get them to do what they're legally obliged to. They'll hide behind their terms and conditions, but also ignore them if it suits them best. As you've discovered.

If you can prove that their current treatment is causing you significant inconvenience, you may have a case. But again, it might take court action, or the threat of court action, to focus their minds.

http://www.which.co.uk/advice/unders...ghts/index.jsp

The fact of the matter is Dell's terms and conditions cannot reduce your rights under English law. Also, any warranty is in addition to those rights, not instead of. But large companies like Dell usually try to ignore these points.
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post #9 of 22
12/15/09 at 10:29pm
Quote:
Originally Posted by Steve View Post
I can see Dell's point of view. Arent they giving away Alienware systems to replace some of these units>?
true, but dell also decided to stop making a true gaming laptop and leave that to Alienware.

So they created thier own mess.
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post #10 of 22
12/16/09 at 11:23am
Thread Starter 

this sucks

This email is with regards to the conversation what we had over the phone today morning. As discussed I would request you to kindly wait till 31st December and allow the engineer to replace the video card. However if you are looking for replacement to XPS 1730 then as discussed we will not be able to replace the system this would be Dell’s final position in getting the issue resolved. Feel free to email me if you have any questions and I will glad to discuss the issue.

Regards

Sujay Jadhav
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post #11 of 22
12/16/09 at 11:27am
Quote:
Originally Posted by photoscubaman View Post
This email is with regards to the conversation what we had over the phone today morning. As discussed I would request you to kindly wait till 31st December and allow the engineer to replace the video card. However if you are looking for replacement to XPS 1730 then as discussed we will not be able to replace the system this would be Dell’s final position in getting the issue resolved. Feel free to email me if you have any questions and I will glad to discuss the issue.

Regards

Sujay Jadhav
So if you allow the engineer to replace the video card and that doesn't work will they replace the notebook?
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post #12 of 22
12/16/09 at 12:08pm
Thread Starter 
Quote:
Originally Posted by jabbok View Post
So if you allow the engineer to replace the video card and that doesn't work will they replace the notebook?

I pressed that issue very hard during the conversation. I was told under no curcumstances will dell replace the system with another.

period end of dession forget it! if you want to apeal forget it as it will come back to me and im not going to!

and that Dell do not replace systems for this anymore, the policy has changed!

I pointed out that this was against the terms of the warranty and customer relations had said that the policy was if you had to wait for more than 21 working days for the part your
entitled to a replacement system and quoted the paragrah in the conditons to me.

I was told policy hhas changed and this wouldnt happen, no replacement system regardles of wait for parts!

this was just pouring gas on to the fire and i was extremely un happy with the corporate office stance!
this is customer service this is b@11 s#it!!

not happy
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post #13 of 22
12/16/09 at 12:10pm
Quote:
Originally Posted by photoscubaman View Post
I pressed that issue very hard during the conversation. I was told under no curcumstances will dell replace the system with another.

period end of dession forget it! if you want to apeal forget it as it will come back to me and im not going to!

and that Dell do not replace systems for this anymore, the policy has changed!
On another board a guy just said that they couldn't repair his 1730 and it looks like Dell is giving him an Alienware replacement, he is just waiting for confirmation.
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post #14 of 22
12/16/09 at 1:35pm
What it sounds like to me is that Dell will have the parts to repair your computer in 21 days, and will do so as soon as the parts arrive. Restoring your computer to working condition with a replacement part fulfills the terms of their warranty and Dell has a far different definition of "reasonable delay" than you do, I can assure you.

If, in fact, Dell was unable to repair your computer due to lack of replacement parts (or their determination that it would be cheaper in the long run for them to give you a new one) I'm sure they would give you a replacement, but they've been taking a bath on these M1710 replacements by giving away free brand new AWs, which I'm sure is why they have laid in a new supply of graphic adapter replacements.

Sucks, but sounds to me like you're stuck waiting for the part. However, do contact your UK consumer protection agency (I think somebody linked it to you earlier) and seek out their opinion.
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post #15 of 22
12/18/09 at 12:51am
dude internet is a very powerfull tool google and am pretty sure you will be able to find a way to make dell straighten up. i am rocking m17x bec i did not give up the fight
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post #16 of 22
12/18/09 at 4:33am
I'm not saying he shouldn't try but I really think that by the time he gets Dell to give in the 21 days will have transpired and his machine will have been repaired.
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post #17 of 22
12/18/09 at 11:03pm
Do you have complete care warranty and it hasnt expired yet?
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post #18 of 22
12/20/09 at 1:36am
Quote:
Originally Posted by aces high View Post
Do you have complete care warranty and it hasnt expired yet?
lets not go down that road
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post #19 of 22
12/20/09 at 11:47am
Thread Starter 
Just to update you

My system has now had 2 new fans fitted, new heat sink for cpu, new base. 2 graphics cards the last one was done a few days ago. New LCD and new lcd bezel.

The box the graphics card came in did not list it as refurbished unlike the previous one.

i have 144 days left of NBD warrenty

problem is that i know the card will fail, wether it be tomorrow next week or more problebly after warrenty has expired.

going to renue warranty after christmas for another year the most im allowed to.

seems to be running very well at the moment!

but we all know its got design flaws
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post #20 of 22
12/20/09 at 2:41pm
Do you monitor temps? You should with those GPU failures. HWMonitor and Core Temp are free. HWMonitor can be run while you game when done you can see how the CPU/GPU/HDD got while gaming.
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