If you're within the first 30 days of purchase, you should be able to get a new replacement laptop sent out to you (if you're not in the states, the time periods can be different). Insist on a replacement, and if you don't get a replacement sent out to you, then use your 30-day guarantee period to return the laptop, and re-order. Note that if you get a replacement sent out, your 30-day period is continually running during the time it takes to get the replacement. It's often better to return the laptop and re-order, but obviously it's your choice.
The problem is that a new one will take 2 weeks to make. They are not willing to do anything to speed it up. I made a mistake by buying a Dell. They sale defective products.
I find it Ironic that they say it takes so long because they are testing the system. I am not sure what kind of testing they are doing. But they sure are sending out DOA's left and right. I have already talked to several people who were going to buy Dell Laptops, they are now looking at Toshiba. They have the best repair and replacment service.
I order on March 19 and rcvd the Dell 600m on Mar27.. guess what dead arrival... no lights no nothing...tech support said probably a bad system board... and what upsets me is that they state that the warranty begins on the ship date... so regardless if the original unit is DOA and they have to ship a new system out they still count that againsts your warranty..thus one can potentially lose almost a months worth of warranty from original ship of DOA laptop to building and rcvng the new one... well I was extremely upset with this policy as tI believe they must differentiate the policy for DOA units and warranty start dates... well anyhow... they "rushed" me a brand new system within 7 days ... I rcvd the new unit today and they clearly said it was a new unit as I'm within the 30days they provide new systems should it req. and not refurbs..after 30days a refurb is what you get (I may or may not be right on that).... so this new system arrives... I turn it on and smack dab in the middle of the screen 1 dead red pixel! as well I have the trackpad problem as other have mention...on the right side of the track pad there is quite a noticable gap if pressing down the right side go down ie..that side is not properly secure and you can see a 3-4mm gap...not to mention the dead DVD-RW/CDRW combo drive..will not play anything .....I gave them a buzz and tech support advise I should get another system replacement based on these problems as I'm still within the 30days... I called customer care and after lengthy discussions... advised to them thanks but no thanks....I'm returning it for refund... perhaps best to waite to see how the next generation "centrino" models are... on a side note one of my familiy members have a 600m which they purchased in Nov'03 and that runs very nice and is flawless..one thing I observed was that quality and sturdiness of the 600m's from last year and much better and just feel more solid..maybe its just me...but the these two new ones of rcvd feel not as sturdy and flex more...
I really like the toshiba laptop. The one time I had a problem with it I took it to the repair center (there are 1000's of them) and they fixed it within 1 hr while I waited. Best service ever.
My wife and I have had 4 toshiba's and we were very happy. I made a mistake getting a Dell.
Every company has trouble with defective products. Its perfectly possible the laptop was working when it was sent but got damaged during transport. Sometimes these transport guys are incredible rough with a package if they are in bad mood. Toshiba & HP have as much trouble as Dell and in Europe they are way more expensive for the same config. No option for me . But never had any trouble with my dells (8100, 8200, 8600).
I for one would not buy HP, their tech support is ten times worse than dells.
I completely sympathize with you - it must be terrible to be happy to receive your new computer, and then it's DOA. However, I don't think that assuming that this is happening "left and right" is correct at all. And I'm not sure what else they could do, other than build you a new computer - are you aware that the computers come from Malaysia? They could probably give you a refurbished one right away, but if you want a new computer (and I'm sure you do), it has to be built to your specifications and shipped here, and that takes time.
Best of luck, whatever brand you decide to go with.
I actually asked them to send the onsite warranty people to fix it, but they said I had no onsite warranty. I said I know I did not buy but I will buy it now. They said well they can not sell it on a DOA Laptop. They should have a better policy on DOA or they should keep some in stock in US so they can replace the DOA's. I know the computers are not made here.
I also sympathize with your bad luck with the DOA laptop. However, it would be virtually impossible for Dell to keep a sufficient stock of every possible configuration of every model they sell in stock to cover this contigency. Dell is a "build to order" manufacturer and thus the wait for build time.
I do know that Dell does expedite exchanges for DOA merchandise and like I said previously I would be willing to wager that your new laptop arrives long before the two week estimate. I would much rather get a new computer than have to go through the repair process.
spiked_martini
948 Posts
0
April 8th, 2004 00:00
If you're within the first 30 days of purchase, you should be able to get a new replacement laptop sent out to you (if you're not in the states, the time periods can be different). Insist on a replacement, and if you don't get a replacement sent out to you, then use your 30-day guarantee period to return the laptop, and re-order. Note that if you get a replacement sent out, your 30-day period is continually running during the time it takes to get the replacement. It's often better to return the laptop and re-order, but obviously it's your choice.
Best of luck.
ShahinKohan
7 Posts
0
April 8th, 2004 00:00
namlooc
1 Rookie
•
22 Posts
0
April 8th, 2004 00:00
Watson416
125 Posts
0
April 8th, 2004 01:00
Feel lucky the return time would only be 2 weeks. I have been waiting a month now for my system.
{ON ORDER}
INSPIRON 9100, P4 2.8GHZ, 15.4-IN. WSXGA+
40GB ULTRA ATA HD,I9100
128MB ATI MOBILITY RADEON 9700
512MB DDR 400MHZ,INSP
496 WHR 12 CELL PRIMARY BATT W/SUBWOOFER
4X CD/DVD BURNER (DVD+RW/+R) WITH SOFTWA
ShahinKohan
7 Posts
0
April 8th, 2004 04:00
I find it Ironic that they say it takes so long because they are testing the system. I am not sure what kind of testing they are doing. But they sure are sending out DOA's left and right. I have already talked to several people who were going to buy Dell Laptops, they are now looking at Toshiba. They have the best repair and replacment service.
clearNET
1 Message
0
April 8th, 2004 04:00
Hey man...you are absolutely right!
I order on March 19 and rcvd the Dell 600m on Mar27.. guess what dead arrival... no lights no nothing...tech support said probably a bad system board... and what upsets me is that they state that the warranty begins on the ship date... so regardless if the original unit is DOA and they have to ship a new system out they still count that againsts your warranty..thus one can potentially lose almost a months worth of warranty from original ship of DOA laptop to building and rcvng the new one... well I was extremely upset with this policy as tI believe they must differentiate the policy for DOA units and warranty start dates... well anyhow... they "rushed" me a brand new system within 7 days ... I rcvd the new unit today and they clearly said it was a new unit as I'm within the 30days they provide new systems should it req. and not refurbs..after 30days a refurb is what you get (I may or may not be right on that).... so this new system arrives... I turn it on and smack dab in the middle of the screen 1 dead red pixel! as well I have the trackpad problem as other have mention...on the right side of the track pad there is quite a noticable gap if pressing down the right side go down ie..that side is not properly secure and you can see a 3-4mm gap...not to mention the dead DVD-RW/CDRW combo drive..will not play anything .....I gave them a buzz and tech support advise I should get another system replacement based on these problems as I'm still within the 30days... I called customer care and after lengthy discussions... advised to them thanks but no thanks....I'm returning it for refund... perhaps best to waite to see how the next generation "centrino" models are... on a side note one of my familiy members have a 600m which they purchased in Nov'03 and that runs very nice and is flawless..one thing I observed was that quality and sturdiness of the 600m's from last year and much better and just feel more solid..maybe its just me...but the these two new ones of rcvd feel not as sturdy and flex more...
sorry for the long rant...
cheers
-clearNET
Watson416
125 Posts
0
April 8th, 2004 04:00
Have you guys bought Dell before?
SMURF_84
1 Message
0
April 8th, 2004 05:00
Hi!
I'm planning on buying a Dell Inspiron 1100....
But reading ur postes keeps me with fear in buying a Dell... I hear Toshiba's are better and HP's.
Any advice?
Lidia M. da Silva
Aruba
ShahinKohan
7 Posts
0
April 8th, 2004 12:00
I really like the toshiba laptop. The one time I had a problem with it I took it to the repair center (there are 1000's of them) and they fixed it within 1 hr while I waited. Best service ever.
My wife and I have had 4 toshiba's and we were very happy. I made a mistake getting a Dell.
Ed C
2 Intern
•
3.2K Posts
0
April 8th, 2004 12:00
godim
507 Posts
0
April 8th, 2004 13:00
Every company has trouble with defective products. Its perfectly possible the laptop was working when it was sent but got damaged during transport. Sometimes these transport guys are incredible rough with a package if they are in bad mood. Toshiba & HP have as much trouble as Dell and in Europe they are way more expensive for the same config. No option for me
. But never had any trouble with my dells (8100, 8200, 8600).
I for one would not buy HP, their tech support is ten times worse than dells.
spiked_martini
948 Posts
0
April 8th, 2004 15:00
I completely sympathize with you - it must be terrible to be happy to receive your new computer, and then it's DOA. However, I don't think that assuming that this is happening "left and right" is correct at all. And I'm not sure what else they could do, other than build you a new computer - are you aware that the computers come from Malaysia? They could probably give you a refurbished one right away, but if you want a new computer (and I'm sure you do), it has to be built to your specifications and shipped here, and that takes time.
Best of luck, whatever brand you decide to go with.
ShahinKohan
7 Posts
0
April 8th, 2004 15:00
I actually asked them to send the onsite warranty people to fix it, but they said I had no onsite warranty. I said I know I did not buy but I will buy it now. They said well they can not sell it on a DOA Laptop. They should have a better policy on DOA or they should keep some in stock in US so they can replace the DOA's. I know the computers are not made here.
markkelm
191 Posts
0
April 8th, 2004 17:00
ShahinKohan,
I also sympathize with your bad luck with the DOA laptop. However, it would be virtually impossible for Dell to keep a sufficient stock of every possible configuration of every model they sell in stock to cover this contigency. Dell is a "build to order" manufacturer and thus the wait for build time.
I do know that Dell does expedite exchanges for DOA merchandise and like I said previously I would be willing to wager that your new laptop arrives long before the two week estimate. I would much rather get a new computer than have to go through the repair process.
Good luck!
Mark
Message Edited by markkelm on 04-08-2004 01:28 PM