XPS420 (Dell Factory Outlet) update and dilemma.

Well, my concerns about the Outlet were somewhat justified.

Mind you, this XPS420 was classified as a "certified refurbished" on the
Dell website. I had intentionally avoided the "scratch and dent" offerings
so that I wouldn't have to deal with any major cosmetic issues.

The Dell statement/policy on what the buyer can expect from each
classification can be found here:
http://www.dell.com/content/topics/s...dfh&~ck=anavml

Set the unit up yesterday and began running diags on it, which it passed
without issue.

An initial external inspection revealed some minor/light scratches on the
side cover that I have no issue with. Those scratches being "observable" and
not "considerable" in my opinion.

However, on the very front corner of the optical panel/removable bezel,
there's a nasty gouge nearly 1" in length which is deep enough to easily
hang a fingernail on. The bezel, imo, should've been replaced even though
function is not affected, OR the system should've been listed as a "scratch
and dent " model. Pick one.

Online chat with tech support (overseas XPS queue) indicated it wasn't tech
support's problem since it wasn't a functional issue. Refusal to replace the
part. Encouraging me to return the entire system (?!?!). Disconnected me
while transferring me to customer support. Nice.

So, in the name of fairness, I phoned Dell spare parts in the hopes of
purchasing the part and simply replacing it myself. $75+shipping. Hah. I
think not.

This ultimately led me to fill out the online form to return the system. I
don't want to return it, but I'm not going to accept it as is.

The e-mail response to that request is asking me to call Customer Support to
arrange the return.


To me, this is completely stupid. Would it not be more prudent to send out
a $20 (guessing Dell's costs) part rather than have an unhappy customer
return the entire system?

Ideas, opinions and criticisms welcomed.


Stew

stew, what a drag. i hate to say it but this is a case where it is actually
in their best interest for you to lie to them and get it replaced. you know
how easy it is to install. you just need them to send you the part. so i
suggest you get back on chat with tech support and say that your drive
simply won't eject when you press the button. they will ask you about the
power being connected and some other basic questions and then will have no
choice other than send you a replacement part or call you a liar (which they
wouldn't do). you should be happy with your purchase but it would be
impossible to be happy if you have to spend hours talking to customer
service to get this resolved when a simply chat with tech support can do the
trick. i know it is a morally questionable approach but the fact is that it
is better for them to replace this part than the entire system, and better
for you not to have to spend more time than necessary on this. good luck.

ps. i usually tell the chat person lots upfront in an attempt to prevent
additional questions. i would state that the drive does not eject, have
checked the power cable inside of the case, tried the drive in another
computer, and am happy to insall the part myself if they would send it - i
think thier bigest concern about providing replacement parts on new machine
is the labor cost involved with the on site tech.

"S.Lewis" <Gossamer@interesting.com> wrote in message
news:0H0oj.87954$K27.69234@bignews6.bellsouth.net. ..
>
> Well, my concerns about the Outlet were somewhat justified.
>
> Mind you, this XPS420 was classified as a "certified refurbished" on the
> Dell website. I had intentionally avoided the "scratch and dent" offerings
> so that I wouldn't have to deal with any major cosmetic issues.
>
> The Dell statement/policy on what the buyer can expect from each
> classification can be found here:
> http://www.dell.com/content/topics/s...dfh&~ck=anavml
>
> Set the unit up yesterday and began running diags on it, which it passed
> without issue.
>
> An initial external inspection revealed some minor/light scratches on the
> side cover that I have no issue with. Those scratches being "observable"
> and not "considerable" in my opinion.
>
> However, on the very front corner of the optical panel/removable bezel,
> there's a nasty gouge nearly 1" in length which is deep enough to easily
> hang a fingernail on. The bezel, imo, should've been replaced even though
> function is not affected, OR the system should've been listed as a
> "scratch and dent " model. Pick one.
>
> Online chat with tech support (overseas XPS queue) indicated it wasn't
> tech support's problem since it wasn't a functional issue. Refusal to
> replace the part. Encouraging me to return the entire system (?!?!).
> Disconnected me while transferring me to customer support. Nice.
>
> So, in the name of fairness, I phoned Dell spare parts in the hopes of
> purchasing the part and simply replacing it myself. $75+shipping. Hah.
> I think not.
>
> This ultimately led me to fill out the online form to return the system. I
> don't want to return it, but I'm not going to accept it as is.
>
> The e-mail response to that request is asking me to call Customer Support
> to arrange the return.
>
>
> To me, this is completely stupid. Would it not be more prudent to send
> out a $20 (guessing Dell's costs) part rather than have an unhappy
> customer return the entire system?
>
> Ideas, opinions and criticisms welcomed.
>
>
> Stew
>
>

"Christopher Muto" <muto@worldnet.att.net> wrote in message
news:13q192akrsphp20@corp.supernews.com...

<snip>


Chris -

I'd considered doing just that, but hoped that the "light bulb" of simple
math would've illuminated for the tech rep ( cost of part versus cost of
ship/re-processing system + potentially losing a good customer), but it
didn't. But I'd certainly considered your suggestion before the first
contact with Dell.

Further, if I'd bought a "complete care" coverage, would it have been
ethical for me to have gotten the part replaced under that warranty? g
Now, I think, yes, it would be.

But, I do have an update.

I phoned customer service intending to have to return the system for full
refund. Fortunately for me, I got a very pleasant and professional rep on
the phone who allowed me to explain why I didn't want to return it and how I
thought it was silly if not stupid for everyone concerned.

She asked if she could give me a full credit for the price of the part to my
card - and of course I jumped at it.

I sent an e-mail to her manager complimenting her on a job well done as well
as perhaps saving a Dell customer.

I lucked out. g

Stew

On Wed, 30 Jan 2008 11:14:49 -0600, "S.Lewis"
<Gossamer@interesting.com> wrote:

>
>"Christopher Muto" <muto@worldnet.att.net> wrote in message
>news:13q192akrsphp20@corp.supernews.com...
>
><snip>
>
>
>Chris -
>
>I'd considered doing just that, but hoped that the "light bulb" of simple
>math would've illuminated for the tech rep ( cost of part versus cost of
>ship/re-processing system + potentially losing a good customer), but it
>didn't. But I'd certainly considered your suggestion before the first
>contact with Dell.
>
>Further, if I'd bought a "complete care" coverage, would it have been
>ethical for me to have gotten the part replaced under that warranty? g
>Now, I think, yes, it would be.
>
>But, I do have an update.
>
>I phoned customer service intending to have to return the system for full
>refund. Fortunately for me, I got a very pleasant and professional rep on
>the phone who allowed me to explain why I didn't want to return it and how I
>thought it was silly if not stupid for everyone concerned.
>
>She asked if she could give me a full credit for the price of the part to my
>card - and of course I jumped at it.
>
>I sent an e-mail to her manager complimenting her on a job well done as well
>as perhaps saving a Dell customer.
>
>I lucked out. g
>
>Stew
>
>


I hope so.
Stew, from experience or age (take your pick), I'd wait till you
actually see the credit on your card before complimenting. It will
look bad for you, if she doesn't do it and then you have to complain
to a supervisor about her after complimenting her.

"RnR" <rnrtexas@gmail.com> wrote in message
news:7ge1q3l04lvjmlm3cfsn5td7iaposv7dfr@4ax.com...
> On Wed, 30 Jan 2008 11:14:49 -0600, "S.Lewis"
> <Gossamer@interesting.com> wrote:
>
>>
>>"Christopher Muto" <muto@worldnet.att.net> wrote in message
>>news:13q192akrsphp20@corp.supernews.com...
>>
>><snip>
>>
>>
>>Chris -
>>
>>I'd considered doing just that, but hoped that the "light bulb" of simple
>>math would've illuminated for the tech rep ( cost of part versus cost of
>>ship/re-processing system + potentially losing a good customer), but it
>>didn't. But I'd certainly considered your suggestion before the first
>>contact with Dell.
>>
>>Further, if I'd bought a "complete care" coverage, would it have been
>>ethical for me to have gotten the part replaced under that warranty? g
>>Now, I think, yes, it would be.
>>
>>But, I do have an update.
>>
>>I phoned customer service intending to have to return the system for full
>>refund. Fortunately for me, I got a very pleasant and professional rep on
>>the phone who allowed me to explain why I didn't want to return it and how
>>I
>>thought it was silly if not stupid for everyone concerned.
>>
>>She asked if she could give me a full credit for the price of the part to
>>my
>>card - and of course I jumped at it.
>>
>>I sent an e-mail to her manager complimenting her on a job well done as
>>well
>>as perhaps saving a Dell customer.
>>
>>I lucked out. g
>>
>>Stew
>>
>>
>
>
> I hope so.
> Stew, from experience or age (take your pick), I'd wait till you
> actually see the credit on your card before complimenting. It will
> look bad for you, if she doesn't do it and then you have to complain
> to a supervisor about her after complimenting her.


I'd considered that, but I have a copy of the transaction/and tran ID in
writing via e-mail with her name and contact information.

In effect, you might be right, but I have documentation to fall back upon
should the credit not appear as promised.

Since this isn't my first rodeo, I'm pretty confident in my position.

S.Lewis wrote:
> Well, my concerns about the Outlet were somewhat justified.
>
> Mind you, this XPS420 was classified as a "certified refurbished" on the
> Dell website. I had intentionally avoided the "scratch and dent" offerings
> so that I wouldn't have to deal with any major cosmetic issues.
>
> The Dell statement/policy on what the buyer can expect from each
> classification can be found here:
> http://www.dell.com/content/topics/s...dfh&~ck=anavml
>
> Set the unit up yesterday and began running diags on it, which it passed
> without issue.
>
> An initial external inspection revealed some minor/light scratches on the
> side cover that I have no issue with. Those scratches being "observable" and
> not "considerable" in my opinion.
>
> However, on the very front corner of the optical panel/removable bezel,
> there's a nasty gouge nearly 1" in length which is deep enough to easily
> hang a fingernail on. The bezel, imo, should've been replaced even though
> function is not affected, OR the system should've been listed as a "scratch
> and dent " model. Pick one.

The Outlet's been so good for so many of us, maybe it happened after
reconditioning? No way to tell, of course.

> Online chat with tech support (overseas XPS queue) indicated it wasn't tech
> support's problem since it wasn't a functional issue. Refusal to replace the
> part. Encouraging me to return the entire system (?!?!). Disconnected me
> while transferring me to customer support. Nice.
>
> So, in the name of fairness, I phoned Dell spare parts in the hopes of
> purchasing the part and simply replacing it myself. $75+shipping. Hah. I
> think not.
>
> This ultimately led me to fill out the online form to return the system. I
> don't want to return it, but I'm not going to accept it as is.
>
> The e-mail response to that request is asking me to call Customer Support to
> arrange the return.
>
> To me, this is completely stupid. Would it not be more prudent to send out
> a $20 (guessing Dell's costs) part rather than have an unhappy customer
> return the entire system?

Seems obvious, but, as Dilbert has shown us, companies don't always
behave prudently/rationally/etc.

> Ideas, opinions and criticisms welcomed.

I can see where it isn't a Tech Support issue - have you tried Customer
Support or Sales Assistance? I'm sure there's someone at Dell who can
take care of this for you - the trick, of course, is finding them.

Real bummer

"Tony Harding" <ToHard@nowhere.org> wrote in message
news:47a0cefb$0$25045$607ed4bc@cv.net...
> S.Lewis wrote:
>> Well, my concerns about the Outlet were somewhat justified.
>>
>> Mind you, this XPS420 was classified as a "certified refurbished" on the
>> Dell website. I had intentionally avoided the "scratch and dent"
>> offerings so that I wouldn't have to deal with any major cosmetic issues.
>>
>> The Dell statement/policy on what the buyer can expect from each
>> classification can be found here:
>> http://www.dell.com/content/topics/s...dfh&~ck=anavml
>>
>> Set the unit up yesterday and began running diags on it, which it passed
>> without issue.
>>
>> An initial external inspection revealed some minor/light scratches on the
>> side cover that I have no issue with. Those scratches being "observable"
>> and not "considerable" in my opinion.
>>
>> However, on the very front corner of the optical panel/removable bezel,
>> there's a nasty gouge nearly 1" in length which is deep enough to easily
>> hang a fingernail on. The bezel, imo, should've been replaced even though
>> function is not affected, OR the system should've been listed as a
>> "scratch and dent " model. Pick one.
>
> The Outlet's been so good for so many of us, maybe it happened after
> reconditioning? No way to tell, of course.
>
>> Online chat with tech support (overseas XPS queue) indicated it wasn't
>> tech support's problem since it wasn't a functional issue. Refusal to
>> replace the part. Encouraging me to return the entire system (?!?!).
>> Disconnected me while transferring me to customer support. Nice.
>>
>> So, in the name of fairness, I phoned Dell spare parts in the hopes of
>> purchasing the part and simply replacing it myself. $75+shipping. Hah.
>> I think not.
>>
>> This ultimately led me to fill out the online form to return the system.
>> I don't want to return it, but I'm not going to accept it as is.
>>
>> The e-mail response to that request is asking me to call Customer Support
>> to arrange the return.
>>
>> To me, this is completely stupid. Would it not be more prudent to send
>> out a $20 (guessing Dell's costs) part rather than have an unhappy
>> customer return the entire system?
>
> Seems obvious, but, as Dilbert has shown us, companies don't always behave
> prudently/rationally/etc.
>
>> Ideas, opinions and criticisms welcomed.
>
> I can see where it isn't a Tech Support issue - have you tried Customer
> Support or Sales Assistance? I'm sure there's someone at Dell who can take
> care of this for you - the trick, of course, is finding them.
>
> Real bummer


See my update above. Customer service made it right, in effect crediting me
the amount of the cost from spare parts. "woo-hoo."

What I've learned from this is that the distinction between Dell's (outlet)
"scratch and dent" listings and "certified refurbished" listings is
apparently subjective according to whomever is re-processing a machine for
sale.


Which suggests to me that in the future I will need to:

a) select from "previously ordered new" inventory at the outlet only, or...

b) buy the system (if it's a notebook) from the "certified refurbished"
inventory but ONLY if I plan to buy CompleteCare coverage anyway to address
any possible cosmetic issues via warranty.


It's my opinion their cosmetic assessment on this particular machine was
"optimistic". Couple this incident with another poster's (Ron Hardin) Vostro
notebook experience(s), and I think it indicates some need to be more
cautious in which systems and what warranties are chosen, especially when
one considers that seldom, if ever, were any outlet machine issues posted to
this group until very recently.

jmo....

Stew

"S.Lewis" <Gossamer@interesting.com> wrote in message
news:Pf2oj.88019$K27.45683@bignews6.bellsouth.net. ..
>
> "Christopher Muto" <muto@worldnet.att.net> wrote in message
> news:13q192akrsphp20@corp.supernews.com...
>
> <snip>
>
>
> Chris -
>
> I'd considered doing just that, but hoped that the "light bulb" of simple
> math would've illuminated for the tech rep ( cost of part versus cost of
> ship/re-processing system + potentially losing a good customer), but it
> didn't. But I'd certainly considered your suggestion before the first
> contact with Dell.
>
> Further, if I'd bought a "complete care" coverage, would it have been
> ethical for me to have gotten the part replaced under that warranty? g
> Now, I think, yes, it would be.
>
> But, I do have an update.
>
> I phoned customer service intending to have to return the system for full
> refund. Fortunately for me, I got a very pleasant and professional rep on
> the phone who allowed me to explain why I didn't want to return it and how
> I thought it was silly if not stupid for everyone concerned.
>
> She asked if she could give me a full credit for the price of the part to
> my card - and of course I jumped at it.
>
> I sent an e-mail to her manager complimenting her on a job well done as
> well as perhaps saving a Dell customer.
>
> I lucked out. g
>
> Stew
>

stew, glad that you got a good result without having to stoop to my level
tonight i spent one hour and fifteen minuets with online chat support
discussing a broken left mouse button on the touch pad of a lattitude d610.
the tech kept asking me for the error code from running diagnostics. i
followed his instructions and ran the diagnostics that simple put a dos/text
graphc representation of the touch pad on the screen and asks you to press
the left and right mouse buttons. the left mouse button did not work. this
did not produce an error code, it just didn't work. he continued to request
the error code and could not comprehend the failure in his logic. he then
tells me to exit the program and when i asked how to do that he said to use
the left click! i figured out that the tap to touch feature was enabled and
so exited using that. still don't have a solution or a part but will call
this one in tomorrow. it doesn't take many poorly trained people to tarnish
the image of an entire company. i know dell recently shifted away from
indian based tech support to what i think is from south america. same low
quality support with different accents. it really is a shame that they
don't bother to train these people and i think it actually creates animosity
towards these nations as people direct their anger at the person immediately
in front of them rather than the powers at be (how many derogatory remarks
about indians in tech support have you heard in recent years, it is
horrible). i should have just purchased the parts and installed them myself
rather than arrange for a new touchpad to be sent to me or an on site tech.
ps. in my experiance dell always seems to try to offer some sort of
consession in the hopes of preventing a return. however as far as i know it
ends your 14/21/30 (outlet/regular/vostros) return policy on the spot. not
that this was a problem in your case, just something to keep in mind if you
find yourself down this road again.

S.Lewis wrote:
> "Tony Harding" <ToHard@nowhere.org> wrote in message

<snip

>> I can see where it isn't a Tech Support issue - have you tried Customer
>> Support or Sales Assistance? I'm sure there's someone at Dell who can take
>> care of this for you - the trick, of course, is finding them.
>>
>> Real bummer
>
> See my update above. Customer service made it right, in effect crediting me
> the amount of the cost from spare parts. "woo-hoo."

Cool, woo-hoo, indeed!