In May of this year I ordered a laptop as a gift for my wife. The computer arrived in a timely fashion and worked fine until August. Less than 3 months after the purchase the screen started having problems. The computer I order and paid for was a new computer not refurbished. Yesterday, Wed. Oct. 5 we received an email and phone call telling us that there is a “System Exchange Configuration Issue.” The part for the repair is on back order and expected to be delivered in 35 days. The email suggested that we exchange our computer for a refurbished computer. I’m sorry but this is not a satisfactory resolution to the problem. I purchased a new computer, not a refurbished computer. The computer is 3 months old and is still under warranty. Please send me a new computer to replace the defective computer.
More then likely you will get a like for like refurbished replacement as its industry standard. Those are the terms you agreed to when you purchased the computer. They should be able to upgrade something to get it to you faster then 35 days I would think.
Thanks you for posting your comments on the Dell Community Forum Customer Care Board. Please allow me to apologize for any frustration or inconvenience this matter may have caused.
This will advise I support US consumer customers with their customer care issues and I am unable to troubleshoot your system or offer any technical support. All system exchanges are dispatched by Dell’s technicians, if warranted, following remote diagnosis. Please be assured if a technical issue has been reported, Dell will continue to service the system until that issue has been resolved.
Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issue. Remote diagnosis may involve customer access to the inside of the product and multiple or extended sessions. If Dell determines that your issue is the result of a defect in materials or workmanship but the issue is not able to be resolved remotely, Dell, at its sole discretion, may dispatch a replacement part to you, arrange for you to send your product or defective part back to Dell's repair depot or replace the part or product with a comparable part or product that may be new or refurbished
Dell uses new and refurbished parts in performing repairs. Refurbished parts and products are parts or products that have been returned to Dell, some of which were never used by a customer. All parts and products are inspected and tested for quality. I assure you, Dell is committed to providing only the highest-quality products and service to our customers. Please review the Dell Limited Hardware Warranty regarding replacements.
Dell reserves the right to supply used or reconditioned parts or Products which are equivalent to new in functionality and appearance. Dell shall ensure that any Products or parts thereof used in replacement shall have substantially the same fittings and at least an equivalent specification to the faulty products or parts thereof. Dell reserves the right to supply products or parts thereof manufactured by whomsoever it shall, from time to time, deem appropriate.
I trust this information is helpful. Should you need any further assistance, please contact the Dell Service Technician assigned to your case.