Unsolved
This post is more than 5 years old
1 Rookie
•
2 Posts
0
6569
October 30th, 2017 15:00
Warranty issue, Had warranty repairs done 3 times already
Long story short, I have a Dell XPS 9550 which was going great until it up and died on me. No post or anything. Contacting Dell support (after a 2hr phone conversation) had them sending out an onsite technician to replace the motherboard. A few days later, I noticed that one of the heatsink mounting brackets had broken off the motherboard. I recontacted the Support Representative and he worked with me to send it out to Dell's repair center.
This is where the issues start happening. Once I received the computer back, they had only replaced the RAM. I asked the Support Representative about this and he didn't have a definitive answer as to why they didn't fix it or even note it down. So I sent it in again. That was about a week ago and I just received the laptop back today, without any repairs having been done again.
My question is what is there that I can do? I've been emailing with the same Support Representative and his Manager since 9/25/2017 and my laptop still hasn't been fixed. It's been a month without my computer and I've had to send and reply to dozens of emails just to navigate/negotiate getting my computer repaired.
Any help would be greatly appreciated. Thank you.
beamermt79
6 Operator
•
2.3K Posts
1
October 31st, 2017 11:00
Hello! I would contact your support rep and see if you can get a refurbished replacement of equal or greater value. Generally if Dell is unable to repair a unit or if the repair fails 3 times, they MAY replace the entire unit.
discusfish99
1 Rookie
•
2 Posts
0
October 31st, 2017 12:00
I had heard of this through perusing the other posts on this forum. I actually made that request this morning and am waiting to hear back from my Support Rep. It takes a while because wherever they are is on at least a 10 hour time difference from the U.S.. It's almost snail mail when emailing, but I will endure. Thank you for the response.
Dell-SreejithR
6 Operator
•
3.4K Posts
1
November 2nd, 2017 05:00
Thank you for your message. I sincerely apologize for the inconvenience caused.
I understand that your experience with us has been not good so far. However, let me assure that our customers are and will always remain our priority.
DELL-Cares will handle this.
(edited)