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Ak1229
1 Copper

Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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I purchased the "Dell Venue 11 Pro 5130"  with the Atom Bay Trail processor and 64 GB on May 27, 2014 . The item was delivered to me on May 30, 2014. The Item arrived defective and the service tag shows the item as "Dell Venue 11 Pro 7130" (See Snapshot Below - item description shows 5130 and 64 Gb storage) 

 Having spoken to various agents and technicians, the Resolution Specialist Sandra, Employee number 112383 said that she checked and verified that Dell sent me the wrong item, but she would not give me a replacement or fulfill the right order. She sounded rude and appeared discriminatory and also said I can do what I want but she will only refund me the money and will not send me a replacement at any cost.

Dell cannot sell me a wrong product and force me to return the device without replacing it with the correct one. It is not only unethical but also illegal to sell something incorrectly and not offer a replacement according to your own terms and conditions.

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Devedander
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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Just an FYI, you can search for the 5130 support page directly instead of relying on service tag to get updates. http://www.dell.com/support/home/us/en/19/product-support/product/dell-venue-11-pro/drivers
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hajalie24
1 Copper

RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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The service tag on my Venue 11 Pro 5130 states 7130, but I know for a fact that my tablte is indeed the 5130 version. It has the atom chip, is very thin, and has no vents

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Devedander
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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My service tag also reports 7130 (and thus makes downloading drivers etc that much harder). 

Does your unit have a fan and vents along the top ridge? If so it really is a 7130, if not it's just the service tag reporting wrong.

What's defective about it?  Because the 7130 is a more expensive product so if it was a screw up, it seems one in your favor...

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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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Please confirm which device you really have.   As mentioned, the 7130 has vents along the top edge.   The 5130 does not.

Is this just an issue with the tool pulling up the wrong system or do you really have the wrong device?

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crogs571
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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Same here. I have multiple 5130's where the service tag reads it as a 7130. Even better, for two months and over 10hrs of phone time (an understimation), they would constantly promise that it's an easy fix on their back end. Just a few changes. What a load of <ADMIN NOTE: Substitute character removed as per TOU> . They can't even grasp the problem for a good half hour and at least three instances of being on hold. Instead THEY ask ME if I'm sure I don't have a 7130, repeatedly. I have to blame it on the language barrier because I'd hate to think they're just not that bright. And then I have to wait for them to call me at a good time, but there is never a good time for their calls because every conversation turns into at least a half hour of constant repeating, practicing restraint not to resort to profanity and acceptance that I have to listen to them apologize again and again without really understanding or empathizing and that they're just reading back from their scripts. And then you just pray someone within the chain understands the problem and gets it fixed. It's just trying when it does work fairly well outside of some of the kinks that still haven't been worked out. Well they might have, but I can't download the updates because Dell thinks it's a 7130... sigh.


My use of Dell products is slowly dwindling. My Dell 11Z was the last solid product I owned start to finish. Ultimately, the only thing I plan to have that's Dell is my 17" Precision laptop, and even that is trying because the venting design is horrid. It clogs up, overheats and has to be cleaned by a technician every so often because access is such a <ADMIN NOTE: Substitute character removed as per TOU>. It's practically Macbook like. If someone else would make a 17" WUXGA laptop I could buy for under $800, I would clean the Precision one last time and sell it. I've had Dells for many many years, and between my experiences with the Precision and the V11P's (7130 and 5130 alike), I think I'm pretty much done. I might suck up the lack of full size USB on the T300 Chi just to ditch the 5130 once and for all. Though with my luck, the T300 will think it's a T100. The grass has to be greener, right? emoticon.Wink.title

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crogs571
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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Here you go Brian. Follow the yellow brick road. 5130, 2gb/64gb Baytrail that came with Office 2013


(and what customer service calls someone at 11pm????? Just now as I'm typing this for this very issue. What part of 3-5pm did they not understand?)


Service Tag brings it up as a 7130, but when you go down to the build, you can clearly see it's a 5130 that came with Office. And as many have mentioned, this is becoming quite common as this is one I just received today. Didn't even open it. The return department is getting a call tomorrow since they still haven't addressed the one I've had for two months and have been complaining about it since the day it arrived.

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Devedander
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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Just an FYI, you can search for the 5130 support page directly instead of relying on service tag to get updates. http://www.dell.com/support/home/us/en/19/product-support/product/dell-venue-11-pro/drivers
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Stan-O
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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Same problem here, received a 5130 with the service tag linked to 7130/7139 model. Asked repeatedly if the service tag association with the model number can be fixed on their end and never heard an answer. 😞

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crogs571
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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yes. just a pain to download everything manually. Much more convenient when things are detected automatically and taken care of. It is 2014 after all, and not everyone is tech savvy. This is an ongoing problem with these baytrail tablets as one just delivered has the same issue. What happens if you send it in for service and get back a 7130? What happens if it gets misplaced because they think it's a different model. What happens if a service tech gets sent a wrong product because they sent a replacement for a 7130? And the list goes on.


For me it's an issue they told me repeatedly was a simple fix. Two months. Now over 12hrs on the phone (multiple issues, not just this. now it's just this). The guy yesterday said he understood the problem and then even asked again if I was sure which tablet I had and proceeded to tell me how the 7130 was a better machine. I said yes, if I wanted something a little thicker, a little heavier with fan noise that gets annoying and so on, it's better. But the last thing I needed at this point was someone new that proceeded to tell me the same things I've heard over and over by every new person I get stuck talking to.


How hard is it to go into the system and assign the correct product to a service tag? Brian? Care to comment? Are there that many levels of service it just keeps getting passed up till it's forgotten? And why wouldn't you want to fix this problem. How about inventory issues and cost structures. 7130's have to have a higher cost than a 5130. And it must seem like you're sitting on a lot of 5130's since all those 7130's are going out the door in their place. Just throwing it out there. The fact Dell seems fine with it is just kind of odd.

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VenueRon
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RE: Purchased the Venue 11 Pro 5130 but Dell sent me Venue 11 Pro 7130 and will not send me a replacement

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I am having the same problem. I have the Atom 5130 model and the service tag says it is a 7130. They told me to send them a copy of my invoice and a snapshot of my MyDell page (which shows correct info) and they would fix it. Well they closed the service ticket and said just to download the drivers manually. I am not going to stand for this answer. There has to be a way that they can just change the service tag info to be correct on their end. This is happening to too many people. If I have to get the lawyers involved it might have to come down to that. They have to make this right..........

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