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montecotto
7 Posts
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December 30th, 2006 03:00
Wrong processor delivered
A heads-up for everybody. I recently purchased an XPS700 with Core 2Dual E6700. Order Confirmation correctly shows the E6700. However, the XPS700 I received has an E6300, not the E6700, as I found out only accidentally when increasing virtual memory. It took 5 h of talking to tech support and customer care to get Dell to acknowledge what happened. I am still awaiting a solution - Dell suggested sending me a new system, I would rather have them just switch processors.
Lesson: check if your processor matches what you ordered - and paid for!
Frank
Lesson: check if your processor matches what you ordered - and paid for!
Frank
Message Edited by montecotto on 01-01-200712:02 PM
261
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Posted December 30th, 2006 03:00
JD - 5 hours indeed, two cell phone charges:
1. XPS tech support in disbelief, puts me on hold, checks, still can't believe it
2. XPS tech support supervisor, very friendly, asks me to forward order confirmation email, very apologetic, puts me on hold several times, willing to help, but finally finds out tech support can't take care of this, transfers me to customer care
3. XPS customer care specialist, again very friendly, promises gift certificates to make up for mistake, but can't find a solution for how to exchange my E6300 for an E6700, puts me on hold several times. At 10:05 pm EST we get disconnected, probably because customer care is open only until 9 pm CST.
In part the long delays might result from customer service being overwhelmed with post-holiday questions and service-requests.
Hoping that things will come to a good end tomorrow,
Frank261
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Posted December 30th, 2006 04:00
Yes, thats for sure. Good luck with it.Happy Holidays,jd261
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Posted December 30th, 2006 06:00
montecotto,
I would like to investigate this. Please provide me with the following information in a private message, not on the board -
Name:
Shipping address:
Phone:
Service tag number:
Order number:
Customer number:
Reason: Wrong processor delivered. Purchased the C2D E6700 and received an C2D E6300
DELL-Chris M (old account)
#IWork4Dell
261
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Posted December 30th, 2006 07:00
I guess they'll take a long look at the serial number of the E6300 to determine whether it's a Newegg item or not ;)261
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Posted December 30th, 2006 12:00
Yea along with the mother board too......:-)261
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Posted December 30th, 2006 17:00
They might not want to send you just the processor for warrenty reasons because to change the processor involves removing the heatsink assembly, which then means you have to clean the old heat sink compund off and reapply new heat sink compound, etc...Dell has no way to tell whether the end user is competent enough to do this correctly or not. If it's not done correctly............ Thus it could end up being a warrenty nightmare for Dell.In that regard, it would be much better to either have Dell send you a complete new system, or has a Dell Tech come out and replace the processor.Just out of curiousity, what tipped you off to the incorrect processor when you were changing the virtual memory setting?I would guess that a dead giveaway would be to download and run Intel's own CPU identifier program.Dell should also be able to remote into your system and check it for themselves if they doubt you at all.261
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Posted December 30th, 2006 17:00
Any reasonably competent technician should be able to change a cpu. It's not hard to do at all.Good luck Frank.261
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Posted December 30th, 2006 17:00
Tim -
The E6300 is simply listed under system properties, like it should. No mystery there, I just hadn't actually looked at the system properties before. Dell knew from the start that I did get the E6300. What took many hours was convincing them that the order was for an E6700. Not until I forwarded both the order acknowledgment and order confirmation emails to Dell supervisors would they believe this. Now (I think) they are convinced that the order was filled incorrectly, but they have no guide or precedent to help them deal with the issue.
Of course, I would not want to replace the processor myself. A Dell-authorized technician should be able to do this though - no?
Thanks for your comments,
Frank247
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Posted December 30th, 2006 18:00
montecotto wrote:
Tim -
The E6300 is simply listed under system properties, like it should. No mystery there, I just hadn't actually looked at the system properties before. Dell knew from the start that I did get the E6300. What took many hours was convincing them that the order was for an E6700. Not until I forwarded both the order acknowledgment and order confirmation emails to Dell supervisors would they believe this. Now (I think) they are convinced that the order was filled incorrectly, but they have no guide or precedent to help them deal with the issue.
Of course, I would not want to replace the processor myself. A Dell-authorized technician should be able to do this though - no?
Thanks for your comments,
Frank
I find it hard to believe that the supervisors had no guide or precedent to handle this in light of all the others who in the beginning of 700 shipping got wrong systems entirely or like in your case wrong installed componets....Dell support on this is just plain terribleNo disagreeing with what you wrote but if you were to spend time reading some of the other posts buried in the other XPS 700 threads you would see that this was very common...I hope that Dell Solves your issues in a most timely manner...heaven knows that their track record on this in not great....I myself would push for a tech to install the correct processor vice getting a new system..especially if you have made any changes since you got it....
gdwrnch3
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3278 Posts
261
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Posted December 30th, 2006 03:00
Message Edited by gdwrnch3 on 12-30-200612:34 AM