What does it take to get a replacement

Question

Hello,

This message is directed to the community, i don't expect anything from Dell, anymore. Does anyone know how to get a laptop replacement? I have a XPS 17 fully specced. I have multiple problems with the system, from battery drain to recurring BSOD's (either because of RAM or the video card). And sadly, even more, things are not working correctly.

I have reported my issues within one month after receiving my laptop, but Dell is keeping me in this never-ending support cycle (can you please run the Dell Diagnostics for the 1000th time?). And now it's stating: we can't accept a replacement because the return period has ended...It's not even that old (deliver date was around 15-01-2021)

It really frustrates me. What can i do? I have reported the issues almost immediately after receiving my laptop. And even besides that, doesn't EU-law state you have a couple of years of factory guarantee?

justin-12345 · Answer

It really feels my laptop has to first explode and cause millions of deaths before Dell will say, we will accept the return for a replacement, but first run the diagnostics.

ejn63 · Answer

The criterion for system replacement is generally three unsuccessful repair attempts for the same problem.

justin-12345 · Answer

What do you mean by that? Like a physical repair? Replacement of a computer part? I'm also fine with that, but even that's not happening.

XPS_Man · Answer

Bro you got it in Jan and now its August

No matter what a company is or was saying you won't sit troubleshooting for over 6 Months They normally close the case if there is no contact from customer for 7 days. So is the first service request created by you still open.

For me 1 or 2 calls are enough before I make up my mind.

I am sorry it may feel like a blame.A Replacement is not possible at this point

Call them and ask for a supervisor, if all drivers and software have been updated.

Clean Os reinstall and if not resolved than parts replacement this should be the ideal protocol

Mincas · Answer

Your case is almost identical to mine. BSODs from day 1, BIOS boot freezes, stupid suggestions from support (reinstall windows, to fix a bios boot freeze), rejection to replace because 'you enjoy professional service and we fix it'. On their last site visit, support changed the main board and ssd, and left the fingerprint sensor and on-off switch broken (both working before). And now refuse exchange because ‘the product is old’. Since then: daily updates with 'we are looking in the case'. And I have an unusable product. Unacceptable behavior by the company. To come back to your question: if you depend on a reliable product and working system, buy another product. I chose one from a competitor. Don’t waste your time hoping Dell will help you. They do not care. In the mean time, if you want to help others, share your experience.

XPS_Man · Answer

On their last site visit, support changed the main board and ssd, and left the fingerprint sensor and on-off switch broken :  'I have dealt with over 500 onsite and Depot repair services in past 15 years. If after a repair you contact them in 30 days regarding bad workmanship of onsite technician, they cover it regardless of warranty or not.'    If the finger print switch was broken right after tech's visit, did you escalate the matter.

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What does it take to get a replacement

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