Warranty extension & Replacement Processing Time

Question

In Jan 2020, I purchased Dell Ins 5391 laptop because I used to have a Dell laptop and I had no issues with it, also Dell is a preferred product in our country.  After a month, the laptop I bought started to have flickering issues and I reported the problem to Dell Technical Support on March 4, 2020. After nineteen (19) days, that laptop was found to have NO any issues with the drivers but was advised by Dell Resolution Team for PARTS REPLACEMENT, which is the Motherboard and the LCD. However, I made an appeal for a unit replacement since the laptop was newly purchased and I also requested for warranty period extension. On April 3, I was informed that my request for unit replacement was approved and that the replacement process will take 30-45 days. Yet, my request for warranty extension was declined. So I accepted the decision, willing to wait, at least they’ll replace the laptop. When I made the follow up for the status of the unit replacement in June, the reply I received (dated June 5) was this, 'The replacement process would take for 30 Days to complete as the Distributor will need to process permits once the replacement invoice is ready'. Due to the pandemic we are experiencing, I again accepted the situation/reason for the extension. However, when I again followed up the status last July 17, I was disappointed to receive their reply, 'Our Distributor is currently processing the permits needed for the shipment and custom clearance. This may take 1-2 weeks to complete, and once done – we can proceed sending the replacement unit to Distributor right after.' In my understanding from the reply, the laptop unit replacement process would be completed sometime in August, i.e., about five (5) months laptop replacement processing time. Still, there is no solid assurance that I will get the laptop replacement within August. Is this really an acceptable unit replacement processing time for Dell customers? Further, from the time I reported to Dell the defective laptop last Mar 4 up to the estimated completion of unit replacement in Aug, is about six (6) months wasted warranty period and I’ll be getting only about four (4) months of the remaining warranty. That's if I get the unit  replacement in August. Even if they informed me that I‘d be getting a higher version/model laptop as replacement since there’s no available same model for replacement, how can I be assured that the replacement unit won’t have problems with the limited remaining warranty period? What is the probability that I will be given warranty period extension if I request again. Just to mention that the laptop unit is not cheap, it is just unfortunate that I got a defective one. Therefore, I am the one suffering the damages/losses, since that laptop is essential for my work which is the reason I purchased it. Thank you and I hope to be enlightened.

matthew2157 · Answer

It has been over 1 month for me now down this same road. What is going on in their warranty replacement system? Why does it take so long to get this decision and this replacement? Is there no understanding of the computer-less time that is occurring here?

Matt

Regien · Answer

Hi! Currently in the same situation. Bought my unit May 22, 2021. Unit started not working at all on June 9, 2021. Filed a request for replacement today, June 10, 2021. I'm still waiting for their feedback. Will update here on the status of my situation.

Regien · Answer

Dell approved my whole unit replacement request within 24 hours. Well done. But as expected replacement of unit will take up to 3-5 months. Good thing reseller store Accenthub Inc. in SM Cebu Mall will coordinate with dell on the replacement so the store immediately gave the new unit and they will be the one to wait for the replacement unit from Dell. Thank you Accenthub and Dell. This experience would have been very traumatic but with your prompt action and considerations, I managed to get the replacement within 3 days. Kudos to all!

fyreen · Answer

hello, may i ask where did you apply for an appeal for a unit replacement? Did you also went to Accenthub to enlighten them about the problems with your laptop?

I bought mine from Sillicon Valley SM Cebu too, last week of July 2021. It was working well for some time but it freezes for like 2 minutes and the screen would be in all black. This happened to me for like 10 times already and to think this is newly purchased. I am so disappointed, I am yet to go to the mall where I bought it to ask about this certain problem.

Monika Kumari · Answer

Did you get the replacement?

Monika Kumari · Answer

Sir please suggest how you achieved this, i  am in same problem my laptop is my only option and i can't wait 3 months.

John_Moses · Answer

At last did you got your replacement laptop?

Inspiron

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