UNSOLVED
Exchange Problem - Please explain why I shouldn't just get a refund?
Here is my scenario.
I bought a new laptop that arrived with a dead screen. It was approved for replacement on December 28. Today, I found out the replacement is not scheduled to arrive until Jan 30.
Why I'm upset. I bought an unmodified model right off the Dell website, so there is nothing unique about my laptop. As well, Dell is still selling this exact model right now, so I know it is available. On top of this, the model I'm waiting to have replaced is labelled the "featured deal" with a bold red banner on top of it ... so I assume that it is not only available ... but plentiful. Here is the link and my laptop is 3rd one priced at 2,549 on sale for 2,199:
https://www.dell.com/en-ca/work/shop/laptops-ultrabooks/new-xps-15/spd/xps-15-7590-laptop
So NOW I'm starting to get concerned. Why will it take a month to send me the replacement? Does this mean I'm not getting a brand new laptop as a replacement? Is the delay because I'm waiting for them to send me a repaired version of my model that isn't ready yet???
At this point I begin to question if I should just cancel my entire order and buy another brand instead. Also, this is my work laptop used for mobile work ... which I cannot do until I get the replacement.
I'd love some assistance with this please and ty.
Philip.
DELL-Cares
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Posted January 12th, 2020 15:00
Greetings,
I just wanted to let you know that your order is still on part hold. I will continue to monitor the order and keep you posted once I see the progress.
- Jenniefer
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoiceDELL-Cares
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Posted January 16th, 2020 14:00
Hi Philip,
It's me, Jenniefer.
Your order is currently on a part shortage at the merge center.
I've raised a request to speed this up and I'm expecting an update in a day or two. Once part recovers, manufacturing will resume.
I will continue to monitor the progress and keep you posted.
- Jenniefer
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoice
Tntshannon
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Posted January 7th, 2020 13:00
Don’t forget that your warranty clock is ticking the whole time that you do not have a functioning computer. They start the warranty when they ship the original computer, in my case I never even received the original as FedEx lost it. They do not make any effort to expedite replacements. I was able to get compensation from them but it was a huge ordeal with their “best in class customer service”. Is, still waiting for promised explanations from the the Adavanced Resolution Group as to why every Dell rep, including them, that I dealt with did not follow through with promises, why computers were not shipped as promised, were shipped with no signature requirement.