Return of refurbished defective pc

Question

Apologies if the wrong section!!!!!!! Please read all, gives context

So in September I purchased a BRAND NEW alienware pc. Not sure of the model, however not the point.

i received a pc with a refurbished motherboard, which led to a fan fault and a bios which would not update. I called dell, in December, after 3 months of them sending out various people to attempt a fix, to no avail, and they issued a replacement however it would take a few months due to a part shortage. I had demanded that I receive a new pc and I find it works before even attempting to return the old one.

just received my new dell pc, as of Thursday April 1st. This pc is new with no refurbished parts which is what I purchased originally.

now my question: I’ve received my pc after my demand that I receive a new working one before returning, but now I have a semi-working pc that is sat in my office waiting for confirmation of when and where I send it back to. I’ve yet to receive an email or call. how do I send my old pc back? Are they even going to ask for it back? If they don’t ask for it back in the next let’s say 2 weeks, can I go out and get someone private to take a look and see if it’s still viable to give to a friend or sell it back to someone who can make use of it?

many thanks.

markburv · Answer

Hello @computerbrokethrown  Welcome to the forum. I would do what is right and wait. If the wait outlasts my patience, I would call Dell.

computerbrokethrown · Answer

Thanks, I will wait another working week or so and go on from there. Was just a quick question as the model I bought in September is now a old model therefore wasn’t sure if they would ask for it to be returned. Thanks.

r72019 · Answer

Not sure if this from Dell's warranty terms may answer your question:

"When you contact us regarding certain products, we may offer to ship you a replacement product prior to receiving your original product back. ... ... If we do not receive your original product within 10 days, we will charge your credit card or invoice you for the then-current standard price for the product."

https://www.dell.com/learn/us/en/uscorp1/legal_terms-conditions_dellgrmwebpage/art-limited-hardware-warranties

r72019 · Answer

You might want to proactively contact them for an RMA label.

computerbrokethrown · Answer

Thanks for the replies.

basically what had happened is I was very annoyed that they had sent out 4 people with various different parts and all failed. The issue is the motherboard. Regardless, they sent me a new one after I said I would not return the old until I received the new.

they have yet to contact me and it’s been 5 working days since the product was delivered, therefore I will wait another 5 working days minus the bank holidays to wait for a response. I must have called and received a call from dell about 8 times, and none have been about returning the faulty product.

the faulty products model is 2 models later, which isn’t made anymore, so I was wondering if they would take it back at all as previous times I got pretty shirty with them as I was annoyed back at that previous points. ive checked the boxes for return labels etc, found nothing, checked emails and voicemails etc. Nothing. I will wait another 5 working days before thinking about what to do.

is there a possibility that they will not call or send any communication about it? Maybe because the model I purchased is now 2 models late and is old? Ontop of when I received the new one the new one includes parts that are the new models; and the old model ones that are in the old pc aren’t made anymore. Is there a 100% chance that I will still have to send it back? Because quite frankly the amount they have messed me around with I don’t think they deserve to have it back after the amount of effort they have been through to attempt to fix it, especially waiting almost 6 months for a replacement. Ontop of this, I did not get an offer as to receiving another 6months warranty for the warranty I paid for in the beginning, as this pc has barely worked since the start.

thanks again.

markburv · Answer

I hear your dismay

A warranty of 1 year is not added each time you have a repair/replacement within the initial warranty period.

The warranty is given from date of purchase to give peace of mind to a customer, it's objective is to get over initial hiccups/bugs/failures thus giving confidence to a customer spending hard earned bucks and getting to use what he paid for. Unfortunately we all have different experiences with Dell, and you deserve a PC that works and the warranty is covering you for that.

The PC to be returned cost Dell to for parts and to assemble, they buy the parts from partners that have not lost much value whether it is 2 models back or not. It is their due property if they have given you a replacement.

Do what you feel is right.

I would hope you can get back on the positive side of things, ask customer services if it is possible to have an extension added as compensation for your difficulties. Even if they give you a few months extra it is all bonus as I believe they have no obligation.

Think positive and you can move mountains. Helping each other, understanding, sharing information, alone you can go far, together we can go further.

computerbrokethrown · Answer

So there is pretty much a 100% chance that I will get a call/email telling me to return the old model with the RMA tag? If not I’ll probably get someone private to take a look and find out what the actual problem is which dell couldn’t seem to figure out for the 4 times they visited my house to no avail. Would always be great to have the old one, even half fixed, you know

and yeah, will get into contact with customer services about a short warranty renewal or a bit of money back from my initial purchase. Thanks for all the help everyone!

Vanadiel · Answer

They likely will bill you for the system you have, unless you send it back.

I would make sure to do everything I could to contact them and ask what to do with the situation you have.

Because I have a feeling that if they don't see it returned you get billed for the whole system.

Alienware Desktops

Return of refurbished defective pc

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