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2686
July 25th, 2014 11:00
Processor switched to i5 from i7 during warranty work, problems getting the correct processor reinstalled.
Hello, I am new to this forum and I am seeking your help. I have an i15z ultrabook with an i7 processor that suffered a fatal hard drive crash in late June. Dell used rapid depot for warranty to install a new hard drive (embedded in the mother board) then they sent it back to me. When I was activating Windows, I noticed the PC info page said I had an i5 processor installed. I called Dell support who arranged for a repairman to come to my home to fix this error. The man came out and did his thing, he gave it to me and told me to turn it on and check it out. I went to the PC info page and it said, again, i5 was the processor type. He called Dell support and they had him disassemble it and read to them the sereal number on the piece he put in. He told me that a packaging error had occurred and Dell would be calling me in 2 to 3 days. 4 days went by, no call so I called Dell support. I was told the situation was escalated to a special department that would contact me within 2 days. On day 2, I got a call from Dell support saying a repairman will come to my home and fix the problem. I asked him if it was certain an i7 processor was coming. He said yes. The repair man told me to turn it on to check it out. Do you want to guess what the processor was Dell sent to be installed? It is an i5, yeah, I had to rub my eyes because I was not believing what I was seeing.
Is there anyone at Dell who can get me an i7 processor that I bought and paid for and was promised for this warranty repair? My warranty ends 7-28-14 and this is not looking good to me. I was thinking about extending the warranty but I am beginning to believe it is useless. Does anyone have any ideas how to fix this? Thank you...
Promisedi7
3 Posts
0
July 28th, 2014 08:00
Bump. I am asking for advice as to who I can contact in the US to fix this. When the repairman left on Friday, he told me Dell would be contacting me in two days. This is day 3. Really? Is this the image Dell wants to project when they have made such a mistake? Not to mention the inconvenience. I will chase the foreign office down on my lunch, again, and try to get another repair commitment, but I thought Dell employees monitored this forum and would offer alternate advice in resolving this problem. How would you like this to be happening to you? After spending (alot of) your hard earned money on a computer that is faster than the rest and better than the rest you find your investment choice comes up lame because the company you chose either can't or won't fix it correctly and then won't call you back. Shameful.
Promisedi7
3 Posts
0
July 30th, 2014 08:00
Bump again. I don't expect any replies for this but 90+ have read this thread and if only one person is helped by it, it will make it worth while to me. I am not a computer guru, I knew I bought an i15z but Dell kept calling it a 5523 so I wondered what a 5523 was and googled it. Guess what, it is a laptop similar to mine that comes with an i5 processor in it. I found my invoice from where I bought my computer which indicated I bought a i15z 4801slv. I googled that and it came back with my exact laptop showing an i7 processor came with it. I called Dell with this information and they wanted me to send them a photo of the receipt as proof that it was a 4801 and they would go from there. I sent Dell several photos but one in particular opened my eyes. I took a picture of the service tag and when I was zooming in to see if you could read it I noticed in small muted print, i15z 5523 on the label the service tag was fixed to. My computer had been mislabeled at the factory when it was made.
I am mechanically minded, I have repaired many of my own machines, and I have certainly talked to many technical support departments over the years. Every one except Dell asked for the model number and would bring up the specifications for the machine that way. If Dell had this information they would have said, "I'm sorry, the specifications for a 5523 calls for an i5 processor" on the very first call I made to them. That would have forced me to seek out my receipt then, and we could have found this mislabel issue a long time ago. And the thing that really fizzes me is I am the one who had to figure this out. I appreciate Dell trying to fix my computer the way they did, but as it is, they have roasted 3 i5 motherboards and wasted a good bit of my time.
My only advice to anyone buying a Dell product is 1) to know the model number of the product you are buying and 2) ensure the product label on the machine matches that number, and 3) be ready to be your own advocate.
Mistakes happen, patience is a virtue, I believe dell will fix this, hopefully soon.