Dell Blew Up My Computer

Question

Hello, I will attempt to be as cordial as possible. I am extremely frustrated to say the least. I will give a quick run down of events leading up to the issues that ensued yesterday, 5/21/2014. I purchased an XPS 12 (9Q33) from Dell, online, in August of 2013. It arrived with physical damage. They sent me a replacement unit, shortly thereafter, with a broken speaker. I was currently on my third device (which was shipped during the return policy). This device was plagued with the ghosting issues on the screen, lack of touch input on the panel after waking up from sleep, and a defective down arrow on the keyboard. I was hesitant at letting Dell work on my computer, due to concerns regarding physical damage. I am very anal about my equipment and usually have everything drenched in protectors. Needless to say, my XPS 12 was pristine. No physical damage at all. I took pictures prior to the service call as evidence of it's condition. I called tech concierge on 5/15/2014 to go ahead and go through with a service request to replace the keyboard and lcd panel. I told the customer service rep. that I am wary due to potential physical damage that could raise during repair. He told me not to be worried, Dell would take care of any incident that occurred during the repair. The technician arrives on 5/20/2014. He proceeds to replace the panel and keyboard. In so doing, he leaves one of the ribbon cables sticking out, beneath the keyboard. In addition, he dings the brushed aluminum bezel, housing the screen, in multiple areas as well as scratching the chrome strips near the edge of the unit. He also stripped one of the screws and was unable to open the unit to determine the extent of the damage and access the hard drive. But this wasn't the worst issue....the laptop 'blew up'. As he was there, the unit failed to respond. He plugged it in, and it started smoking through the vents. He called his own tech. line into Dell and reported that the unit had caught on fire. Since yesterday, I have been on the phone with Dell. They have told me the best they can do, per their policy, is sending it to the service depot. They could not assure me I would be getting a replacement. Multiple representatives indicated that I may have my unit repaired and sent back to me.  I have several issues with this This isn't a warranty issue - this is technician incompetence and/or negligence. The tech admitted he hadn't worked on many of the XPS 12 units prior.  This is physical damage - the unit was physically damaged, both by blunt force, and via fire, due to improper repair procedure. Warranty - According to your policy, Dell is liable for the cost of my unit. There is nothing that I read underneath http://www.dell.com/learn/us/en/19/solutions/limited-hardware-warranties, that would indicate that this is a warranty issue, which the most recent representative tried to state it was.  I would like to provide the following analogy: If I took my car to a dealership, under warranty, and they blew it up...completely (as is the case with this unit), do you think I would be okay with them scavenging the working parts and replacing the ones not working? Of course not. I would be entitled to an entirely new vehicle. They are liable for the damage.  I am not sure if the last representative I spoke to was an escalated service provider. What Dell had told me yesterday was they sent their inquiry to the safety team. The gentleman who called me a few minutes ago stated he had just spoken to the safety team and offered me the 'service depot' option, (in order for Dell to verify the damage and potentially repair and return my unit back to me) which I have vehemently declined, multiple times at this point. He then said he would speak with his team and get back to me within 3 business days. I am looking for a swift resolution to this situation. Both I and the technician corroborated the same story, I am unsure what else needs to be determined in this case. Dell is a multibillion dollar company. I am really disappointed to be struggling this hard to obtain justice, due to Dell personnel error. There is no reason I have to jump through this many loop holes, and over 6 hours of phone calls, in order to get this situation remedied. At this point, I am looking for a refund, as the original issues that plagued my XPS 12 (front panel ghosting and touch input) are largely unresolved in nearly all cases. In addition, Dell is liable, as stated in their own warranty, for up to the amount of my device. They blew up my device and told me it is inoperable. They warned me not to use it. If my device is completely inoperable, then it goes without saying, Dell is liable for the entire cost of the machine.  I am attempting to resolve this matter through Dell and giving them the benefit of the doubt. I understand working through policy can be difficult. However, as a customer, my time and money are important to me and I will not tolerate being disrespected, undermined, and treated as if policy supersedes law.

zbestwun2001 · Answer

faksnima

Let me see if I can get you some help. Fire damage, in my opinion, can't be replaced by replacing parts. As I see it, no one knows what damage that fire caused.

First, I want you to fill out this form.This WILL escalate this issue, you should get a response in about three days.

I'm also going to forward this thread to one of my contacts at Dell in Texas. I want him to read this. Just hang tight a bit, I'll get back to you.

Z.............

zbestwun2001 · Answer

faksnima If the Escalation Team is handling it then we will back off. Their power supersedes ours. Let me know the outcome? Z.......................

zbestwun2001 · Answer

I will make sure to do so. Is corporate escalations also outsourced? I'm not sure if it would help, but honestly, speaking to someone in the States would be ideal. Not sure.... Z.............

faksnima · Answer

Thanks for the reply. I'm not sure which case number to use. I have so many of them. Additionally, I found out the person I've been speaking to is from corporate escalations, but I'm truly disappointed in his options as well. When Dell takes something to repair it, the condition of the item should be better than I left it. They shouldn't attempt to repair/replace it with something of poorer condition.

faksnima · Answer

I will make sure to do so. Is corporate escalations also outsourced? I'm not sure if it would help, but honestly, speaking to someone in the States would be ideal.

faksnima · Answer

Thanks again, z, for the help. I'll keep you posted.

Jonas200 · Answer

I think it's really hard for Dell to ever have a good picture of the customer's situation as they have such a massive network of service providers under contracts. But I think this is ultimately the price everyone pays for having low business costs and also allowing us the choice of buying affordable products at the same time.

From reading a lot of warranty-related complaints - it appears many customers seem to have problems just after 12 months with dodgy video cards or cooling units and Dell seems to turn a blind eye to all these cases as if nothing needs to be changed.

When making a warranty claim, I think the key to getting a good outcome is to show that you are not the party at fault and this means you need to be smarter than the technician/service provider which is not always easy for every customers. Evidence about your lack of technical knowledge or signs of misuse are not going to help your case as it may suggest your failed to provide proper maintenance to your system.

zbestwun2001 · Answer

faksnima

The are attempting to make it good by giving you a replacement unit comparable or better than the one you have. A refurb, (I've had a couple), have the same warranty as your current system. By the way, every replacement system I have got from Dell put the system it was replacing to shame. They were always better systems.

Whatelse can they do but give you a replacement?

Personally I think they are doing what they should. Sending you another system.

As far as a new system or a refund, if the system is replaced within the first 30 days they'll send a new system. Refunds have to be made in the first 30 days also. I don't make these policies....

Z.........

faksnima · Answer

I'm asking for a new machine. The machine they are going to send me will 'not put mine to shame', so to speak. Mine is a 2013 XPS 12 with the highest ordered specs available. It is a current machine so they will be giving me a used machine with my specifications - the difference being it could have had a number of things done to it before I've received it. How am I to know? I only have 80 days left on my warranty. What if the replacement, refurbished unit goes awry? I'm not sure why it is a difficult concept to replace the unit with a new, working machine. This baffles me, immensely.

faksnima · Answer

@zbestwun2001 If you hadn't already, if you could forward this to your contact in Texas, that would be very helpful. I do appreciate your help. Thanks!

faksnima · Answer

@Jonas200 - Thank you for your reply Jonas. I am unsure, however, if you read my post thoroughly. The on-site technician came to my home and destroyed my computer. I have pictures to show incompetent installation and service. In addition this is a complaint within the warranty period.

@zbestwun2001 - Dell's Executive Customer Support contacted he and said outside of offering me a refurbished unit, there is nothing more than can do. Under their own warranty, it states that Dell is liable for up to the cost of the machine. This isn't warranty malfunction, this is physical damage due to negligence. The system is inoperable and Dell has told me not to use it. With that being said, per Dell's own policy, they are responsible for the damages. I am asking for a new replacement, same components, or a refund. I do not think, as a consumer, I am being out of line or out of touch. If Executive Customer Support cannot support me, what are my next options? I'm truly shocked that I've had to work this hard at a resolution with Dell. Everything seems to be tied into their 'policies', which they cannot seem to realize do not truly apply to this particular case.

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