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2 Bronze

System Replacement Policy

What is the system replacement policy, my computer has had the graphics card replaced and the mother board replaced (back in 2007)

 

Now I am having the same problems I was back then and I am told by the tech support people "it has to be the power supply and the mother board" so they replace those. The mother board now has been replaced twice and it still has the same issues.

 

 

When trying to play a game or trying anything even mundane on the computer like reading email it has been "spazzing out" and locking up.

 

After the tech replaced the power supply he tried to boot up the computer and the power button the monitor stayed amber (showing no data was being recieved)

 

I have worked with numerious techs, over the phone and the net, and worked with the local tech to try and get things to work properly with little or very short lived success.

 

I have talked with one supervisor who sent out the parts this time who said that he could not tell me the exact replacement policy so I am wondering what is it.

 

How many times do I have to spend 30-40 hours over a two week period chasing ghosts in this machine before we call it a lemon and I can get on with my life?

 

This most recent situation has been made worse by the fact that I have been promised that someone would call me in a certain amount of time and three times no one called, then when I asked to speak to a supervisor or someone higher up I was told that the case could be escalated and that someone would be contacting me the next day... and this is how it was put...

 

"either by 12 noon, or at least sometime in the evening"

 

So basically i was supposed to wait around all day. Finally I got to speak to a "resolution specialist" and after being rather condesending and rude he told me that I would have to wait to see if the new parts helped the problem since the other parts had been replaced already but he was very firm that that the power supply had to be the problem and that a new power supply and mother board would have to fix the issue.

 

Now when it hasn't fixed the issue the "resolution specialist" tells me that it "has to be" my operating system (nevermind I have reinstalled that three times already in the last week to appease other techs I was working with)

 

So what does a person who spends the extra money on a four year top level warranty have to do to get the  problem fixed without me literally having to take time off from work to run these tests, back up my data and now Wednesday this chap says he is going to call me and he is personally going to walk me through the steps of reinstalling Windows.

 

Please let me know if you know someone else I can talk to about this situation or if you have insight into how the system replacement policy works for someone who has an active four year extended warrnty plan that they paid good money for so that if something did happen like this it would be taken care of by the company with the supposed "best customer service" in the computer bussiness.

 

Thanks for any insight you can offer

 

Matthew

 

Oh for those who are into details I am talking about a Dell Dimension 8400 with 3.2 GHZ processor and NVidia 6800 GTO originall purchased in 2005, the first graphics card was replaced in 2007 and then a few weeks later the mother board was replaced, now we have another new mother board and a power supply.

 

If anyone has any insights into this please email me or respond to this post thanks.

 

Matthew

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10 Replies
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3 Argentum

Re: 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.
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4 Ruthenium

Re: System Replacement Policy

The policy is, if the 3rd attempt to repair the same problem fails, they should offer you a system replacement. However, since the agent was being furtive by not telling you the policy, you're going to have to ask for replacement. It does have to have been the same problem--the same complaint--3 times, not just that it broke 3 times. If the problem was "no video" all 3 times, that should qualify.  There may be a time constraint, like it never ran 90 days without breaking again.

 

The agent has a motive for being disingenuous. If he dispatches system replacements because he couldn't solve the problem, it counts against him. So he didn't want you to know your eligibility for replacement. And for smoof sake, how on earth could an operating system prevent turning the system on? What are these people thinking/drinking?

 

This being the policy with phone agents, skip those and go directly to escalation. At the very bottom of every page here is a link for "unresolved issues". Click that, enter your data, and you will get the attention of someone knowledgeable with the authority to solve it.

Message Edited by x_lab rat on 07-28-2008 10:51 AM
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2 Bronze

Re: System Replacement Policy

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..

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4 Ruthenium

Re: System Replacement Policy

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.

 

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2 Bronze

Re: System Replacement Policy

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

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4 Ruthenium

Re: System Replacement Policy

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. 

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Re: System Replacement Policy

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

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4 Tellurium

Re: System Replacement Policy

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.

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Re: System Replacement Policy

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.