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tonykim925

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1377

July 15th, 2019 18:00

Laptop Exchange Issue Please Help

Just a brief run through whats been going on for the past 2 months. 

  1. End of May : bought a refurbished xps 15 online. 
  2. End of May: Received my new laptop but found clicking sounds. Sent to repair center after conversation with tech support
  3. Mid June: Received my laptop back with the same issue. Called and they offered a replacement since I really needed a laptop during that time. 
  4. Today: Received my replacement, found it turns off anything I try to do something. (I opened task manager and it shuts down, I download chrome and it shuts down, I download support assist it shuts down) 
  5. Called and did a 2 hour troubleshooting session to find I have to send it to the repair center while sending my current laptop back to complete the system exchange. 

The main problem here is that the whole purpose of doing a replacement was that I could use the current one while I wait. I work independently so having a computer is pretty vital. Is there no way that I could just send my new one back and ask for another replacement? Or just keep my current one while my new laptop is getting fixed? Or can dell offer an in-home service at this point..... I feel very suffocated. 

This has literally been the most frustrating 2 months ever. Can someone please let me know if any of my prior options are possible or just help me get an actually working laptop. 

DELL-Jesse L

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17.9K Posts

July 16th, 2019 05:00

tonykim925,

 

Unfortunately, your warranty is for mail-in service. Dell does not provide computers for use while your computer is getting repaired. You would have to update your warranty to get in-home service.

 

Vaibhav K

2 Posts

July 16th, 2019 07:00

I would say that, you did biggest mistake by purchasing refurbished Dell laptop. In my case, a brand new XPS laptop started showing problems within a year while full warranty going on! To my surprise, if a brand new laptop fails with multiple hardware issue, Dell ignores totally replacing same with new one!! Repair service is offered. Its very pathetic to consider that, still Dell will not act on improvement of new hardware of their laptop products. There is only one thing for you to just wait and watch for service repair. If you are not in warranty period, Dell will not entertain you in anyway unless you pay warranty extension

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