XPS 420 Goodies Question

Oh, Hanspuppa:

 

Please don't give me anymore anxiety than what I already have!  :smileysad:

 

So far, the system itself works fine ... but, after paying over $2300 for this system, I think it should arrive in a blemish-free manner .... and since they were unwilling to provide me any sort of compensation to keep the damaged system, I'll take a new system.

 

Next Business Day Shipping is $109 ... plus they have to pay to return the old system ... so, I don't see how this is more cost effective for them than giving me a 5% refund (which would come out to approximately $125).  

 

If the new tower arrives and is not identical in specifications to the original one, I will return the new, incorrect one to them and not chance it any more and just live with the large scratch on the side of the system.

 

What's the best way to compare the systems when the new one arrives?  Will it have a packing slip showing what is all installed in it so that I can compare part numbers?  Or, should I go through the DEVICE MANAGER to verify everything matches?

 

I'll update this thread after the new tower arrives and let everyone know how things went.

 

Here's to hoping ..... :mansad:

 

~ William

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Kunkle_W wrote: They also confirmed I will receive a BRAND NEW tower (not a refurbished one) - which was one of my primary concerns. 

 

The system is not even a week old and I did not want to receive a refurb. for an exchange.

 

So, we'll see how things go after they respond to my email and let me know the ball is rolling.

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Hello Kunkle_W, I was shipped two exchange systems from Dell and both of them were not configured as the original system.

 

I sent the first one back to Dell and Dell sent a service tech. to repair the second one.

 

When I booted the system, I got error alerts that the hardware did not match the software.

 

I had to reinstall the OS and then since the Dell Recovery Restore partition had the software that was not compatible with the replaced hardware, I had to remove the partition.

 

You should be aware of this, since Dell's right hand doesn't know what it's left hand is doing.

 

One time, I could understand, but two times is unacceptable.

 

I wish you luck and hope it all goes well.

 

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Kunkle_W wrote: What's the best way to compare the systems when the new one arrives?  Will it have a packing slip showing what is all installed in it so that I can compare part numbers?  Or, should I go through the DEVICE MANAGER to verify everything matches

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Hello Kunkle_W, You must keep reminding yourself that Dell doesn't think like normal people.

 

They do business like the military. They don't consider cost like you and I do.

 

If you have an account, and I am sure you do, since you had to establish one when you ordered the system, just log onto the Dell web site and log in to your account.

 

You can then see the systems that you have ordered. The exchange system may not show immediately but will show real soon and list all the components in the exchange system.

 

You can then check them against the components that the original system shipped with.

 

The packing slip will not show what the system components are.

 

Checking part numbers can be deceiving since Dell reassigns part numbers depending on what they are selling at any given time. A certain Dell part number today may not be the same part that Dell used months or years earlier. This appears to be by design. This prevents the customer from checking on certain components.

 

I saw immediately before both the exchange systems were built that they were not as the original and I emailed Dell and was assured that it would be taken care of.

 

Guess what, that didn't happen on both the systems with two emails to Dell.

 

I don't want to seem less encouraging, but I would wager your exchange system will not be configured as your original system.

 

All Dell has to do is pull up your original order and simply configure a new system exactly like it, but that is too much to ask.

 

It didn't happen on both my two exchanges even though I was assured it would.

 

It cost Dell a fortune to build and ship two new systems and me to return two systems.

 

I know enough about hardware to take the side off and check the hardware. Some others may not.

 

Checking the order will give you the best way to verify that the exchange system is as the original.

 

I don't blame you for expecting a new system to be new when you receive it.

 

I also spent nearly $2,500.00 US for my system and it is still not right after two exchanges.

 

Think positive and it may work out well for you.

 

Hanspuppa:

 

I am going to try and think positive.

 

I contacted the Senior Chat Account Representative Specialist that I ordered through and told her about your problems (said there were threads on http://www.dellcommunity.com where people had to exchange their system and did not receive the same configuration ... and that there was even one person that received the wrong configruation TWICE).

 

She said that she will start my exchange process for me instead of waiting for Customer Service to get my email and that she will have one of her specialists handle/oversee the exchange.

 

We'll see ... ::fingers crossed::

 

~ William

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Kunkle_W wrote: I am going to try and think positive. She said that she will start my exchange process for me instead of waiting for Customer Service to get my email and that she will have one of her specialists handle/oversee the exchange.

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Hello Kunkle_W, That sounds good. I don't want to seem less than positive, but I was told the very same thing by more than one XPS Support Manager, Customer Service Manager, Sales Manager, "The Escalation Team", Dell Chat Managers and Members, and others. 

 

I was told that since I had so much trouble with my systems, I would be upgraded to the next higher end model only to be told later that was not possible.

 

I have been promished everything under the sun and delivered nothing.

 

I was in contact with Dell representatives more than 50 times over the 7 months and never did get what I was told I would get. That was a system that worked as it should.

 

I still don't have a system that works as it should.

 

I really hope you receive what you have been promised but until you get it, I want be convienced.

 

Dell finally wore me out in my quest to receive what I had paid for and I simply gave up.

 

I have considered my options, whether to purchase additional components to get my system to work as it should, or just remove the usuable components a build a system that is usuable.

 

I have already ordered a motherboard, so I may just go ahead and order some memory, CPU, and video card, and build the system. I already have the other components.

 

Again, I hope your experience is a very good one, but mine has been otherwise.

 

I'm sorry you had so much trouble, Hanspuppa.  :(  And it does make me nervous!

 

I'll give them one attempt at the exchange ... and if it is not correct (i.e. any damage, doesn't function, doesn't match the original configuration), I will simply tell them to forget it and return the "wrong" system using the prepaid return label and keep the scratched one.  At least the problem with my original system is only cosmetic, so I have the option of keeping it versus your situation where it did not function properly.

 

In either case, I would prefer that this Senior Account Rep oversee the exchange (with her specialists), as she can therefore be my one point of contact for any issues that (hopefully do not ... but) may arise. 

 

She also told me she is still researching the XPS Accessory Kit and that if they have any left in the warehouse, she will overnight me one.  She said her contact in manufacturing is supposed to get back in touch with her today.

 

I'll keep this thread updated, in case any one is interested.

 

~ William

 

Hello Kunkle_W, That sounds very good. You seem to have done all you can at this point.

 

I would not keep the damaged system under any circumstances, even if Dell had to ship me 10 systems to get it right.

 

You paid for a defect free system. Dell got your money and you got a Dell defect.

 

I have one of your "gut feelings" that this may go through without any issues.

 

At least I hope so.

Just an update for those interested ...

 

I received a telephone call and follow-up email today from a Dell Electronics and Accessories Resolution Specialst today stating he just placed a "high priority" order for my replacement system and provided the order number.

 

All of the components match the original configuration.

 

The only items not present on the exchange systems configuration are:

 

463-2282 Dell Owner's Manual installed on your system, click on icon afters system set-up to access

 

and

 

All of my warranty information

 

In the email I received from the specialist, he stated:

I want you to not be concerned with not seeing the warranty information and or the Datasafe information on this exchange order number information. The original warranty and Datasafe information will transfer over to the exchange system from the original and will be recognized with in Dell.

So, that explains the warranty information not showing up.

 

Can anyone confirm this is really the situation?  I paid for a 4-year warranty (at home, next day, nights and weekend) with 4 years of Complete Care and I just want to make sure that my exchanged tower will still have the warranty attached to it (in addition to covering the monitor and speaker system originally purchased with the system).

 

I emailed him about there not being an owner's manual installed on the system to see what he says.

 

I'll keep everyone posted ... so far, everything appears to be okay.

 

~ William

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@kunkle_W wrote:

All of my warranty information

Can anyone confirm this is really the situation?  I paid for a 4-year warranty (at home, next day, nights and weekend) with 4 years of Complete Care and I just want to make sure that my exchanged tower will still have the warranty attached to it (in addition to covering the monitor and speaker system originally purchased with the system).

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Hello Kunkle_W, Thanks for the update. It has been my experience concerning the warranty question, that indeed the original warranty will be transferred to the exchange system.

 

After you receive your new exchange system, go to your account  on the Dell site and view you recent orders and you can see the new system and the total days of warranty left.

 

It should equal the total of the warranty purchased, minus the days you have already used the old system. It want be the full number of days that came with the first system.

 

Congratulations on your apparent success, even though it took some effort on your part to achieve it.

 

Update:

 

So far so good ... received the new system on Thursday and set it up.

 

The only thing missing from the system was the Warranty Information under PROGRAMS > DELL > SERVICE AGREEMENTS.  The original system had PDF files of the terms for the Complete Care Warranty and for QualXServ (the warranty service provider).  So, I just copied them over from the other system before I did a factory image restore on it.  Checking the System Tag online, the original warranty apparently transferred to this new system already.

 

Other than that, everything appears to be configured the same as the original (I compared the invoices and order information online, in addition to comparing Device Managers on both sytems).

 

I called DHL today and they are to come pick up the other system tower tomorrow to return to Dell within the 10 day time frame.  So, I'll be sure to have the driver sign the waybill to relinquish responsibility/liability to them (per the exchange/return instructions).

 

Now, it will just be waiting to ensure Dell receives it and properly notes my account (so I am not charged) and to ensure that I receive the $50 Gift Card I am supposed to receive for purchasing the 4 year warranty when I purchased my system.  I was told there should be no issues and that I will still receive it, even though I had to exchange the system.  Let's hope no glitches occur!

 

As before, I'll update this thread as appropriate.

 

 

Edited to Correct Spelling and Add the Following:

 

As far as the XPS Accessory Kit goes, they insist there are none in the warehouses whatsoever; otherwise, they would overnight me one.  They claim there are also no more XPS Mouse Pads available, so I cannot have one of those either.  I thought the XPS 730 systems still received the mouse pad ... is this no longer the case?

 

If anyone recently purchased and received an XPS 730 or 630 and received the XPS mousepad, I would appreciate your reply to this thread so that I can show the specialist who has been helping ... perhaps I can at least get the mouse pad I was told would come with the system, since I have been told the XPS Accessory Kits are completely out of stock and there is no way possible to obtain one for me ...

Hello Kunkle_W, Very glad to hear things are going well for you with your exchange.

 

And Thank You for the updates. They are helpful to many that have simular issues.

 

Good Luck, and I hope your system works as it should and you have no further issues.

I recently purchased a xps 420 and did not recieve the mouse pad etc.I called and complained and was sent to customer returns and they told me that there was none otherwise they would send me one.They did make it right and they sent me a 75.00 concession coupon for the hassle.So as long as I spend 75.01 I don't have to spend anymore to use it.So that makes up for the mouse pad etc.By the way I did have a problem with my miniviewer that  I was also complaining about but I ended up fixing it myself.

ccolt1,

Wow. I would like to read that log. Private message me your XPS 420 service tag number.