System Replacement Policy

Usually from what I have seen, they have to replace 3 core parts within 21 days.... stuff that takes the computer to turn on.. Power supply, ram, mobo, and or processor. If you can think of something for them to replace or want to replace, that might help. But they have to be able to see the other components have been repalced.

Thank you both for your response, the sad thing is the most recent difficulties in communication are with the person who I was connected when they finally escalated the problem and the "resolution specialist" is now the one being cryptic and saying that a system replacement is not an option "at this time" and he is the one wanting me to reinstall windows. Now the problem has gotten worse so that I can't even get into windows, I turn the PC on and if it will turn on and boot at all the screen goes all wonky within seconds of data trying to appear on the screen (and yes I borrowed a different dell monitor from teh bussiness center down the hall of my apartment complex and it does the same thing with that)

 

I am hoping soon to hear from the resolution specialist because the last time I called back when he had said he would call me he got really flippant with me about "when I say I am going to call you, I will call you." Never mind that three other people had said that and neglected to follow through.

 

I am hoping next to be able to find out if i can speak to the resolution specialist's boss or supervisor. . Any ideas on a link i can connect with for text of the no lemon replacement policy and or a number I can dial to get the higher up supervisors???

 

Thanks again for any help you can offer..

Wonky display is NOT software, especially since hardware replacement solved it before without touching the OS.  Though I'm no longer connected with Dell, I apologize for their handling of this and the way they are stonewalling you.

 

At one time, resolution specialists were exactly that.  This person you're in contact with doesn't sound like he's interested in resolving much of squat, and you're already in the escalation tier. I don't know the current support structure or where you can go from here, other than to go along with his shenanigans until such time as system replacement IS "an option at this time".

 

The complete warranty terms should be among fine print on the back of the invoice, or somewhere in the paperwork that came with the system.  I can't imagine why they would withhold explaining the terms to you upon request.  That's quite disingenuous.

 

Thanks, yes this chap is interested more in... well I am not really sure. His whole aura has felt hostile since he first spoke with me and I asked him some questions about what he was trying to get me to believe. the minute I told him that a supervisor at dell had told me that sending out the parts to see if they would fix the problem would help in my system replacement request, he said "This is not true." , and I thought he was saying I was not speaking the truth so I asked, "Are you saying I am lying" at which point he said, "Sir I would like to let you know that this call is being recorded." But then he went on to clarify that what the supervisor had told me wasn't true not that I wasn't speaking the truth but since that exchange things have been even MORE hostile in his tone of voice and his whole tone of voice towards me. It prob didn't help that I keep saying to him, I don't understand how what you are saying can be the problem when up until now everyone has said, well it must be a hardware issue. at which point  he reminded me again that the call was being recorded. He is supposed to call me on Wednesday, I was trying to get him to call me today but we shall see what happens there.

 

Last night because I got the back up done I wanted, I called and had a tech walk through with me the way to restore the system to its factory default condition. So we deleted all the partitions and allowed the CD to install the windows files anew. I then installed all the drivers the so called "resolution specialist" told me to have ready because they no longer produce CD's for the Dimension 8400 according to him. So I reinstalled eh OS and the drivers and the first thing that happens is I get an error message that my video card is not getting the power that it needs to function properly without risking damage to the system, and then as I tried to ascertain what could be causing that by checking the config options in NVidia control panel the screen went "wonky" on me again with the multi colored almost basket weave looking llines and it froze the system and then to add insult to injury the screen went blank completely and wouldn't register any data until I unplugged everything and held the power button in for 20 seconcds.

 

I am not computer idiot but I sure as heck can't figure out what is going on with this thing.

 

Hopefully I can get true resolution pretty soon

Matthew

If your system shipped with that video card and power supply, the two most assuredly should be compatible with each other and there should be no reason for a 'power' error message unless either the PS or the video card is defective, OR, the components weren't really compatible to start with.

 

Sorry, I can't define for you which is the case.  I can tell you it's NOT software, but you already knew that from earlier results.  And alas, I can't tell you where to go from here except to keep after them, do what they say, report the results, and trust that they eventually will do the right thing and make it work. 

Hi Matthew and the rest of the community.

When I read your post I was convinced that my husband posted it becuase your problem replicates what we have faced with exactly down to the first problems occuring in 2007 where our mother board and vidoe card were replaced the first time (after having had the system only a few months).  Not until I read the bit about the type of system I knew that this was an incredibly similar case.

We have had a del XPS2010 since Feb (or Jan?? not sure) 2007 and today will replace the mother board for the THIRD TIME.  The reps are quite unwilling to go into the replacement policy details or play dumb, or are dumb?? and when they do the information is inconsistent at best.  The rep who is scheduled to come in today told me that the policy should be third time and out but the ones we spent 12 hours with over the phone with said 3 parts withtin a month.  go figure.... If the mother board on s $3500 system had gome out "3 times in a month" within a few months of purchase I would have chucked the whole thing out the window....

For the money we paid for this monster of a machine and the 4 year extended warranty that was supposed to have covered these types of unforeseable issues without hassel we are begining to feel passed around and irrittated at the rate which Dell's customeer service depatrment is dealing with us.  It feels we are bieng put off with the least costly resolution on theirpart without regards to the early promises.

We have had 11 Dell systems (PCs and laptops combined) and my huband had a contract with dell for his company (something like 40 machines) but are reconsidering fast.

We'll see what happens today after 2 VCs 3 mother boards and at least 2 power supplis that I can think of!!

Alimo

Hello Matthew, I have a simular situation with a system, and Dell never did resolve the issue.

My warranty will end on the 25th of this month, and I have literally fought with Dell about this defective system for nearly a year now, without any success.

I have reinstalled the operating system probably as many as 50 times, and still as of 2 weeks ago the issue re-appears.

I have now concluded this system cannot be repaired to run as advertised.

In an effort to recover some of my $2,400.00 investment in this defective system, I will have to scavenge what components I can, and build me a system that I can reliably use.

Sorry for you issues and lack of support from Dell, but that just seems to be Dell Official policy, as it is today.

I have a feeling that is where we are headed.  the contractor scheduled to come tonight called and told us that he had overbooked himself, was rude on the phone and hung up in the middle of the conversation.  Dell cutomer service has reduced to worst of the worse in my opinion.

 

 

I have a feeling that is where we are headed.  the contractor scheduled to come tonight called and told us that he had overbooked himself, was rude on the phone and hung up in the middle of the conversation.  Dell cutomer service has reduced to worst of the worse in my opinion.

That is very interesting. I had the exact same experience with the Dell Repair Representatives 2 different times.

Even though I mentioned this to a Dell support representative, I got no apology or response at all. Total silence.

I wonder if this is Dell Official Policy.