Laptops Dell Complete cover issue help required

M

mk151

Contributor
I have an inspiron with complete cover. It accidentally fell and broke . Damage was to the screen and body. Dell has reluctantly replaced the broken parts but with refurbished ones. Also, the hinges are rattling away. Even now, I am waiting for the hard disk as that also has to be replaced. Its almost nearly 15 days for me without a lappy.

What is the procedure in complete cover. Dont they replace the system. What can I do. I am feeling skeptical about the replaced parts in the long run as my warranty has also expired and my machine is still not working.

Any help would be greatly appreciated.

Thanks
 
From my experience, Dell tech support will first assess the extent of the damage, if they feel that replacing a few parts can resolve the issue, they will replace the parts because thats always cheaper. However if the laptop is beyond repair, like multiple parts damaged (LCD, palmrest, hard drive, etc..) they will replace the laptop.
If you are not satisfied with the replacement, you can always demand a complete exchange, but for that you'll have to haggle and maybe threaten to escalate the matter, talk to supervisors and managers, blah blah blah, the usual routine ;)
 
They should be replaced with new parts, atleast thats what i was told..

Also unless you ask and force them, they wil not do it..

Lastly, they arent doing a favor on you, they took the money for it, its your right, So tell them to get their act together and give proper replacements..
 
Party Monger said:
They should be replaced with new parts, atleast thats what i was told..

Also unless you ask and force them, they wil not do it..

Lastly, they arent doing a favor on you, they took the money for it, its your right, So tell them to get their act together and give proper replacements..
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+1. Just complain again. If those hinges are not right, raise another ticket n shout saying that replaced parts are not proper, simple :) Trouble them and you shall receive ;)
 
Thanks for all your help.

The scene is like this. Laptop broke during diwali. I was in a rural area so couldnt contact them at that time. I emailed them on 8th of november regarding the same and they logged the complaint after 3 days. Fortunately, my complete cover, as per their records was expiring on 9th nov. though invoice is dated 16th nov..

First they blatantly refused that my laptop didnt have complete cover. After mailing them the relative documents to prove I had complete cover, they asked wether I want a replacement or visit by an engineer. I opted for a replacement . However they denied replacement and sent an engineer who called up Dell tech support for parts from my place. The telephone guy refused complete cover saying complaint is logged on 11th and my complete cover expired on 9th. He was not ready to take into a/c that I had sent a mail on 8th. I again contacted email support who finally got approval for replacement of parts.

Now I am left with refurbished parts which was clearly written on packaging. Still awaiting hard disk .

Is this their normal practise. The guys on telephone seem offensive and rude and are hell bent on denying everything.
 
mk151 said:
Thanks for all your help.

The scene is like this. Laptop broke during diwali. I was in a rural area so couldnt contact them at that time. I emailed them on 8th of november regarding the same and they logged the complaint after 3 days. Fortunately, my complete cover, as per their records was expiring on 9th nov. though invoice is dated 16th nov..

First they blatantly refused that my laptop didnt have complete cover. After mailing them the relative documents to prove I had complete cover, they asked wether I want a replacement or visit by an engineer. I opted for a replacement . However they denied replacement and sent an engineer who called up Dell tech support for parts from my place. The telephone guy refused complete cover saying complaint is logged on 11th and my complete cover expired on 9th. He was not ready to take into a/c that I had sent a mail on 8th. I again contacted email support who finally got approval for replacement of parts.

Now I am left with refurbished parts which was clearly written on packaging. Still awaiting hard disk .

Is this their normal practise. The guys on telephone seem offensive and rude and are hell bent on denying everything.
Click to expand...

email them about this, Dell India take their customer service very seriously so an email ought to set things right..
 
Rave said:
email them about this, Dell India take their customer service very seriously so an email ought to set things right..
Click to expand...

mk151 said:
Thanks for all your help.

The scene is like this. Laptop broke during diwali. I was in a rural area so couldnt contact them at that time. I emailed them on 8th of november regarding the same and they logged the complaint after 3 days. Fortunately, my complete cover, as per their records was expiring on 9th nov. though invoice is dated 16th nov..

First they blatantly refused that my laptop didnt have complete cover. After mailing them the relative documents to prove I had complete cover, they asked wether I want a replacement or visit by an engineer. I opted for a replacement . However they denied replacement and sent an engineer who called up Dell tech support for parts from my place. The telephone guy refused complete cover saying complaint is logged on 11th and my complete cover expired on 9th. He was not ready to take into a/c that I had sent a mail on 8th. I again contacted email support who finally got approval for replacement of parts.

Now I am left with refurbished parts which was clearly written on packaging. Still awaiting hard disk .

Is this their normal practise. The guys on telephone seem offensive and rude and are hell bent on denying everything.
Click to expand...

This is the same thing i've gone through..i dont know Rave's experience, but my hands on experience was very bad, and it was the same thing- laptop replacement..

The damn guys make it seem they are doing a big favor on you..There was this lady i was speaking to and she made it feel like i was a child undergoing examination, the tech guy cooly said that the laptop was defective on arrival but she kept pestering and second guessing his opinions, then when the tech guy was almost irritated, i took over and had to make her shut up..frankly it was all over the place..i got the replacement, but it wasnt the same "no questions asked" experience dell claims..

Just get over it, now i prefer taking cheaper gadgets and lowering the risk rather that risking on a big investment, cause i just dont trust these companies any more..anything between them and profit, and all the promises are down the drain..:@
 
mk151 said:
Now I am left with refurbished parts which was clearly written on packaging. Still awaiting hard disk .
Click to expand...

As a policy, Dell marks every replacement part as refurbished, though it does not mean that every part is refurbished, you might get a new part also.
 
folks sorry that i missed this thread :ashamed: ,ok in the first place ,after you purchase a laptop /desktop from Dell if its under warranty let it be anything u get only refurbished parts no way that u get new ones :no: :no: :no: but the laptop or desktop will be completely replaced only under specific condition as given below

1) Fire
2) Sharp Edges
3) Short Circuit inside the machine

and @mk151 i know that u are goin thru a lot of pain ,PM me ur no will call u sometime today or tomo and let u know the loopholes of DELL ;) , do not wanna post it here :no: :no:

PS:Refurbished parts doesnt mean that they were used by some one or repaired ones ,anything out of sealed boxes at DELL is termed as refurbished ,lets say they take them out for testing even that is considered as refurbished
 
Hello

Thanks to everybody and especially, metalspree for all help and suggestions.

My hard disk has been replaced but the following problems still persist :
1. Wifi switch, bluetooth not working
2. cover near keyboard is still damaged. there is a gap between bottom base and the cover.
3. system hangs randomly.

I spoke with Dell telephone support who have blatantly refused further service. They are not allowing me to speak to a supervisor. They put me on hold for 15 mins and then disconnected the line. I then emailed them and for which somebody called me and are again sending an engineer for wifi, bluetooth and errors. However, she also refused to give a replacement for top cover which is still damaged terming it as Dell does not cover cosmetic parts under Complete cover. Blatantly refused a complete system replacement.

Its been 20 days and I still have a partially functional laptop. Its nowhere near the condition before the accidental fall. To top it, they have messed up my record in their database and are still denying complete cover. After it was estblished I have complete cover, they now say case id was generated on 11th and my cover expired on 9th though I mailed them on 8th itself.

What are my options now. Shall I consider legal proceedings against them.

Thanks
 
Called up twice. When I asked for their dell id, they put me on hold for 15 mins and disconnected the call. I called up again and they blatantly refused escalating the matter to a supervisor saying it doesnt warrant the same. After being persistent, they again put me on hold for nearly 10 mins and call got disconnected. Think it was on purpose .

Thanks
 
this time call and u yourself state the phone is being recorded....and explain your previous experience...and state give reply as this recording will b used in consumer court as u have already file a case just waiting for evidence which u are sure will get in this call

the supervisor being afraid of consumer court will forward the line to the authority ...and blast him
 
And actually do record the call..Dont just threaten..Say you've seeked legal advice and have been asked to do so, if once again disconnects, play the previous tape to the next one so they believe you..hahaha
 
Dell all times hung up the call on customers ,it used to happen when i was there ,every time one calls dell and yell at them the call is disconnected by agent :@ ,yes the call gets recorded but only after 15 or 20 Mins ,so the next time u call dell speak to them softly for the first 15 or 20 mins later in a good manner ask for manager, don't yell at them initially else they will disconnect the call ,tell the agent or the manager that you are gonna sue them for the $hitty service ,(its actually a protocol in Dell if any customer calls in and says i am gonna sue Dell the call should be handled by Manager),do this and u will speak to a manager

@mk151 i was not able to call Dell , will do it tomo or day after i am kind of busy , i am leaving to Bangalore now ,please check ur PM
 
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