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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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 Posted: Wed Dec 14, 2005 4:58 pm Post subject: Can they not even make a replacement order right? |
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So... I got a Dell Inspiron 1300 laptop for 501 bucks a few weeks ago, woot. Great.
I get it, and the LCD is clearly not displaying colors right, and there is a grainy overlay on the screen.
After MANY MANY email chats, they finally were like "Hrm. You have a bad LCD".
No Shit!?
Anyhow.. They scheduled a return/repair, and I got the box friday morning, scheduled a pickup and sent it out friday afternoon. Tuesday morning, the box was back, with the laptop.
There was a maintenance sheet inside that says it was inspected and they found problems with: (no items were checked), and no comment was left on the paper.
Same LCD, same everything. They did absolutely NOTHING.
I got on chat again, now they say there is no record of a return order on the laptop!!!! BAH!
They scheduled ANOTHER, and now I have to call DHL to schedule them to send me a box...
What happened? Anybody have any ideas? Should I send it back yet again?
Priyanka_0189390 arranged the first sendback, Ahmed_0189381 is the latest.
Ahmed said I have to call DHL to schedule the box be sent to me, but the email says that it'll be sent to me automatically, as it was the first time... which one should I go with lol
20th or so chat session:
| Quote: | 12/14/2005 04:32:00PM Agent (Banu_0189382): "Are you contacting us regarding B130 system?"
12/14/2005 04:32:21PM Christopher Hawthorne: "yes"
12/14/2005 04:33:28PM Agent (Banu_0189382): "According to the previous case log, I read that you had contacted us earlier regarding the LCD issue and a service call was created for the system to be sent to the service center, is that correct?"
12/14/2005 04:34:09PM Christopher Hawthorne: "that's right. There have been two now. On the first, I sent it back and they sent it back to me without replacing the LCD. I want to find out why, before I sent it back to Dell for the 2nd try at replacing it"
12/14/2005 04:38:09PM Agent (Banu_0189382): "Christopher, do you mean to state that you had sent the system to the service center and you got it back and it was not fixed, is that correct?"
12/14/2005 04:38:33PM Christopher Hawthorne: "Yes. They never replaced the LCD as they told me they were going to."
12/14/2005 04:40:01PM Agent (Banu_0189382): "You had an issue with the fuzzy video, and it was found that the resolution was set to small hence it was fuzzy"
12/14/2005 04:40:37PM Agent (Banu_0189382): "If the resolution was set to higher then the video out put was fine hence it was sent back"
12/14/2005 04:40:50PM Agent (Banu_0189382): "Have you changed the resolution and check for the display?"
12/14/2005 04:41:14PM Christopher Hawthorne: "Banu, the resolution is the same as when it was shipped originally... I haven't changed it. I did change it once when I talked to a technician, and EVERY resolution the LCD supports looked fuzzy."
12/14/2005 04:41:55PM Christopher Hawthorne: "However I did change it back to the 1280x800 it ships at."
12/14/2005 04:43:59PM Christopher Hawthorne: "I have used many laptops, several being dell before. One of my coworkers bought the same laptop a while back, and his display looks clear, as it should...this is the fault of a bad LCD... which I've already been told is faulty by another technician"
12/14/2005 04:45:06PM Agent (Banu_0189382): "Yes, you are correct, you have checked with the external monitor and the previous technician has put the comments to have the LCD checked and made comments that it is the second time the system is sent to the depot for the same issue"
12/14/2005 04:45:30PM Agent (Banu_0189382): "We will have it checked thoroughly and fix the issue to the best of your satisfaction."
12/14/2005 04:46:50PM Agent (Banu_0189382): "Is there anything else with the system that I can assist you with?"
12/14/2005 04:47:18PM Christopher Hawthorne: "banu, i just want to know it will be replaced. They said it was the fault of the resolution, but the resolution wasn't changed when it was sent back to me. I've gotten the runaround about this, and if I send it back again, I don't want to get it back with"
12/14/2005 04:50:45PM Agent (Banu_0189382): "Christopher,since the external monitor was working fine the LCD will be replaced , not to worry about it. We will have the system fixed to the best of your satisfaction." |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Wed Dec 14, 2005 6:23 pm Post subject: |
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Welcome to the forum 
Sorry to hear your Hell experience. You are not the only one, it's a common and known issue (Return To Depot, not fixed).
Weren't you given a RTD # which states you will get a DHL box to put your laptop in  Well...now you should have two. As far as I am concerned you shouldn't call DHL unless they tried to give you the box and you were not at home/work, but usually they leave a message stating they will make two more attemps for delivery and after that you will need to call and go to the post office.
If you are still within the 21 day Total Satisfaction Policy and you are not satisfied and you want to return it, call Customer Care. If you don't want to, call anyway and ask for compensation 
Please keep us posted, good luck.
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I see DELL people!!
If we don't remember our past, we can't understand our present and we can put in danger our future... |
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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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| Posted: Wed Dec 14, 2005 6:29 pm Post subject: |
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There is a RTD order on my account right now that is in production.. i assume that's the box? The person who setup the second return said I had to call to request a box be sent to return it in though.. which is what threw me.
| Quote: | | Agent (Ahmed_0189381): "You are requested to call Airborne (DHL) to request for an empty box and arrange a pickup for the laptop at 877-335-5782. Please provide them the dispatch number when requested. Please put the laptop in the box and send it to the service center. Please" |
I am just 9 days into it. Can I email or use a chat with customer service? I wouldn't mind a 15.4" LCD upgrade  I honestly don't think doing it over the phone would help me like them though... in chat, they don't understand, on the phone, I don't understand
Definitely don't want to return it. I don't know where else I can get a Pentium M 1.73ghz system for 578 shipped |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Wed Dec 14, 2005 6:36 pm Post subject: |
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| protegechris wrote: | | There is a RTD order on my account right now that is in production.. i assume that's the box? |
Not exactly. That's just a standard used in Dell's software.
| Quote: | | The person who setup the second return said I had to call to request a box be sent to return it in though.. which is what threw me |
Then call DHL and lets see what do they tell you.
| Quote: | | Can I email or use a chat with customer service? I wouldn't mind a 15.4" LCD upgrade I honestly don't think doing it over the phone would help me like them though... in chat, they don't understand, on the phone, I don't understand |
Two things: a) I prefer phoning in, but that's your choice to make. b) I know you won't find another laptop at that price, but, you can threaten them you will return, just to be compensated. They won't tell you "okay" if the do (which is holy sh*t strange) hung up and call again.
As for talking to outsourced employees, well, ask Dell why did they close Argentina's CC No, seriously, if do call Dell, and you get a guy or a girl who you don't understand, hung up and call again, it's a toll free number.
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If we don't remember our past, we can't understand our present and we can put in danger our future... |
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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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| Posted: Wed Dec 14, 2005 7:19 pm Post subject: |
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Complained to Cust. Service, they gave me the option of a $25 credit or a Dell 720 printer... Seeing as I don't plan on buying from Dell again, I opted for another printer. If nothing else, it's more ink cartridges for the one I already got
Called DHL, and had to schedule a box delivery. The driver is going to drop it off early tomorrow morning (thankfully), then I call again for the pickup.
On the "Notes:" area of the page that goes in the return box, I'll be sure to include "It's not the farking resolution."
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nis_pero
Dances with Hate
Joined: 06 Jun 2005
Posts: 285
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| Posted: Wed Dec 14, 2005 11:16 pm Post subject: |
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| protegechris wrote: | | Complained to Cust. Service, they gave me the option of a $25 credit or a Dell 720 printer... Seeing as I don't plan on buying from Dell again, I opted for another printer. If nothing else, it's more ink cartridges for the one I already got |
Keep the cartridges and sell that thing through eBay to someone your really hate. Let them deal with the overprized ink. 
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Don't be lazy, build your own computer... |
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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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| Posted: Wed Dec 14, 2005 11:23 pm Post subject: |
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| nis_pero wrote: | | protegechris wrote: | | Complained to Cust. Service, they gave me the option of a $25 credit or a Dell 720 printer... Seeing as I don't plan on buying from Dell again, I opted for another printer. If nothing else, it's more ink cartridges for the one I already got |
Keep the cartridges and sell that thing through eBay to someone your really hate. Let them deal with the overprized ink. |
Excellent idea haha 
I found a better word for describing my screen. Snowy. You know, like watching TV on rabbit ear antennas? It's like that. It's not really dead pixels as someone had said on another forum to me.
The guy on the dell forums said if the colors display they won't fix it. What a tard.
Oh, and I requested the Windows O/S CD from dell... Everytime the person creates the order, it later disappears. Four times now I've reordered, and every time, there's no record of it later. Is it possible this really is just a fact of life with the WXGA? I dunno anymore, if it is I sure don't feel like wasting another 5 days waiting on the "technicians" to blame it on my resolution.
Here's a picture of my screen (large, to conserve quality)
http://www.indiebandradio.com/chris/att/oddpixels.jpg |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Thu Dec 15, 2005 12:46 pm Post subject: |
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Search in this forum for printers and you will find how to modify your Dell to use Lexmark's ink cartridges.
Don't forget that you are not sending your laptop to Dell, you are sending it to a third party company...
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If we don't remember our past, we can't understand our present and we can put in danger our future... |
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Rocke_T_Sinetist
Moderator
Joined: 26 Aug 2005
Posts: 2590
Location: DFW airport
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| Posted: Thu Dec 15, 2005 4:29 pm Post subject: |
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Posterized display-- the bright spot on WXP startup screen has rings around it and colors are wrong and grainy-- CAN be an artifact of the LCD. But it can also be an artifact of the Intel chipset or optional display adapter, and it may not be consistent from one power cycle to the next.
If you're within 21 days of invoice, call CC and tell them you want a replacement system. Or you could end up chasing this problem back and forth through DHL for weeks, months. It's 'rush season' so be prepared to wait for the replacement to be assembled and shipped.
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Rocke T Sinetist
as in, 'it doesn't take a...' |
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paul_dellcc
Super Hater
Joined: 04 Oct 2004
Posts: 1960
Location: Buenos Aires, Argentina
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| Posted: Thu Dec 15, 2005 7:25 pm Post subject: |
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| Rocke_T_Sinetist wrote: | | If you're within 21 days of invoice, call CC and tell them you want a replacement system. Or you could end up chasing this problem back and forth through DHL for weeks, months. It's 'rush season' so be prepared to wait for the replacement to be assembled and shipped. |
CC can't set up a full system EXG, no matter if you are in or outside the 21 day window.
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I see DELL people!!
If we don't remember our past, we can't understand our present and we can put in danger our future... |
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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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| Posted: Thu Dec 15, 2005 9:25 pm Post subject: |
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I sent it back today with a one page letter included.. it described everything I had done, described what the last tech said about it, and disproved what he said...
I think it's far more likely that the LCD is bad, or just plain crappy, than the processor (or video card) making the bad picture.. especially since display on an external monitor is clear (it's logical that if it was the processor it'd show up bad on another monitor right?)
If they do replace it, which they should since my last line said "It is clear this is a problem with a faulty LCD, do not return the laptop before replacing it", and it still looks like that, well then I know it's just a cruddy LCD, and I live with it. |
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Rocke_T_Sinetist
Moderator
Joined: 26 Aug 2005
Posts: 2590
Location: DFW airport
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| Posted: Thu Dec 15, 2005 9:37 pm Post subject: |
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Yes, the fact that it drives an external display favors the diagnosis that the LCD or the connector that runs through the hinge is bad. Nope, LCDs don't just 'look crummy', don't accept that, keep after them.
Maybe it's just me, but if there's something major wrong with the system I received, and the vendor has a 21-day satisfaction warranty, I'd call and tell them I was NOT satisfied. Ever who I had to tell that to, to get them to send me another one that WORKS.
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as in, 'it doesn't take a...'
Last edited by Rocke_T_Sinetist on Thu Dec 15, 2005 9:47 pm; edited 1 time in total |
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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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| Posted: Thu Dec 15, 2005 9:46 pm Post subject: |
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| Rocke_T_Sinetist wrote: | Paul, your old Dell training is coming back to haunt you  . Don't tell the guy who CAN'T help him, tell him who CAN. Surely he doesn't have to grind through mailing the damn thing off 3 times before he can 'legally demand' that they give him what he paid for (a working system)?
This problem has multiple causes and doesn't necessarily always show up when it's tested. Oh by the way, the depot technicians aren't any better than the phone or field technicians. They're all outsourced, underpaid, poorly-managed, and (mostly) underqualified. Screwdriver jockeys, not diagnosticians.
CC can give Chris a refund and he could buy a Toshiba. If I were in the market, that's what I'd do. |
I gave myself 600 bucks to get a laptop after I got screwed over by WalMart on BlackFriday (15th in line for 15 laptops, 5 hours later someone took two and I get nothing)... dunno if I could find another. If they send it back like that again, I'll go to CC and get a replacement if I can. If they send it back WITHOUT replacing it, I'll be sure to. If they send it back *replaced* but it's still the same way, I'll either start considering other sources as the problem or just deal with it. We'll see what happens on Monday or tuesday I guess  |
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Rocke_T_Sinetist
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Joined: 26 Aug 2005
Posts: 2590
Location: DFW airport
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| Posted: Thu Dec 15, 2005 11:11 pm Post subject: |
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I'll have to recall my advice then, in deference to priceline. Dell DOES owe you a system that works, stay after them. But as far as I know you can't get a new Toshiba for $600 (not the same size and features anyhow).
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Rocke T Sinetist
as in, 'it doesn't take a...' |
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protegechris
Regular Hater
Joined: 14 Dec 2005
Posts: 10
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| Posted: Thu Dec 22, 2005 3:17 pm Post subject: |
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I got the laptop back today and they did replace the LCD. Most of the "noise" is gone, whatever is left is my imagination/the effects of a 14.1inch on a $500 laptop
I wish they would hurry up with my restore CDs though, been in production since the 10th.
Once I stick another GB of RAM in, I imagine the computer will be pretty sweet |
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