Dell and their shit- SOLVED

mooshoepork

I posted a thread a month or so back about Nokia and their shit, and now I am having trouble with Dell. Btw, the Nokia fiasco still continues, been in there 6 times, and the phone is still broken, but that's another story.

I purchased a Dell XPS m1530 with 1680X1050 resolution. They told me to stay home from 12-4 on Friday to receive it, and they never showed. 5 days later, and after calling them at least 10 times (and them promising to call me back but never doing so), the laptop finally arrives.

I open it up, and low and behold, multiple stuck pixels (that I can't get out, tried for hours with programs and massaging etc...) and the "Grainy" samsung screen. This has been a major problem for many people who get the SEC3350 screen in their laptops. Dell use LG and Samsung, and the Samsung have problems. Due to many people complaining, they now claim that the graininess is "normal". Now, it is within the 14 day return policy, so I called up the XPS line, and they said they couldn't help me, and forwarded it to customer care. Now I am waiting on them calling me back. Do I have any rights here? All I want is them to replace the screen, which will fix the graininess and the stuck pixels. If I return it I just realized I would have to pay a 170 dollar restocking fee, which is absolute bullshit. What should I do? How can I get this resolved without going around in circles?

MegaMan001

If your within the 14 day return policy, I think your safe. If they try to pull a restocking fee shit on you, go for the supervisor and explain that if your not assisted to get a working screen then you're just going to return this one and get a different laptop from another manufacturer.

In short, yes you do have rights - the key to this (and pretty much any other customer service issue) is to first try to fix it with the person on the line. If they don't help you, you escalate it and go from there. http://consumerist.com/consumer/how-to/the-ultimate-consumerist-guide-to-fighting-back-revised-edition-316524.php is a great link to a step by step method of fighting back against larger companies.

Personally, I have gotten a lot of mileage out of simply pointing out to various supervisors that if I'm not treated fairly and given great service, I'm simply going to take my money elsewhere.

mooshoepork

Thank you for the reply. I just hope it gets sorted soon, because I am already 6 days into the 14 day system, even though it only actually ARRIVED yesterday. I'll check out the link, and give them a call back today. They said they were escalating it to an appeal, and would call me, but I doubt that will happen.

MegaMan001

mooshoepork wrote: »

Thank you for the reply. I just hope it gets sorted soon, because I am already 6 days into the 14 day system, even though it only actually ARRIVED yesterday. I'll check out the link, and give them a call back today. They said they were escalating it to an appeal, and would call me, but I doubt that will happen.

I'll also let you know that if you're like me and is looking at Dell XPS for a pseudo gaming laptop, then I can't reccomend the company pctorque.com to buy a very fast Sager laptop. It's got a lot of great hardware, but you don't get the proprietary software issues with other companies. Essentially you get the laptop and a CD of drivers / system restore info - no OS, no frills. It's really a great deal for what you get.

You can check out resellerrattings.com and see that they're ranked very high in every area except their warranty. However, I spoke to a customer service rep and found out that they've switched their warranties to Sager directly - so it's not an issue anymore. If you're getting dicked around by Dell I'd really suggest you look at Sager.

mooshoepork

Just called them, and they called me back. They are arranging for a tech to come out, and replace my screen, with a LG phillips screen yay. Thanks guys. I'd Never buy a dell again though.