I ordered an Inspiron N5030 from Dell a week and a half ago. My girl turned the laptop on this morning and all we are getting is a lit up, blank laptop screen and haven't been able to get anything to come up on the screen since. I just got off the phone with technical support and they tried everything to get it working again yet nothing worked. They are sending a technician out to possibly replace the hard drive, motherboard, memory, etc. I find this unacceptable. It's brand new and should not require any new parts or labor at all in my opinion and in fact you can count on one hand how many times we have turned it on. They should either do a refund or replacement. Neither of these was offered to me during technical support. Anybody ever had anything like this happen before with Dell products and what they did in a similar situation? Thanks!
You're going to have to go through the hoops before you get a full replacement. Chances are the new MOBO will fix your issue. It happens.
What kind of warranty did you purchase? Either way, Dell is good about honoring their lemons. If they replace a part, and still doesn't work, they should give you a new one. Still, during shipping a motherboard might move, making it work at times, but not other times, and other parts might have shifted. Someone may have 'dun goofed' before you got it, and now consequences will never be the same.
dell is known for their customer service. even though this should never happen and i would be pissed if it did, i wouldve purchased warranty. Although I know warrantly is really expensive in laptops.
Try the external monitor and see if it works there if not try taking out the memory and putting it right back in if possible(Don't know if that will void warranty on dell). Generally improper seating of memory or bad memory etc. will cause this issue.
Don't let them swap out any parts. Make them replace it completely. They are basically reducing "new computer" purchase to a refurb purchase. Don't accept that. Make them take it back and refurb it to someone else who purchases a refurb.
It's the process. The Dell, HP, Compaq (Under HP), Toshiba, Acer etc....they tyr their best to fix the system before fully replacing it. Normally a tech is sent to repair it, otherwise they send you a box to mail it off. I have to deal with those warranty issues all the time at work.
That's really weird. Its usually cheaper for Dell to send you a new box and fix the old one at the factory. Sending a tech is expensive.
I bought a Dell earlier in the year, kept getting a message on boot up, opened the box up and most of the cables were loose, and one was unplugged. Gun to to the head, that would be my prognosis. (If you've opened the machine up and found nothing fishy then lemon... Dude, you're getting a Dell!)
Well, based on what I've seen here is wait for the tech to come and just deal with it. Still, I'm not too happy about that. I got the extended 3 year warranty on it. My girl got like a 5 year warranty on an Inspiron she bought for me 4-5 years ago and it expires in December. We've had the screen replaced twice, the case replaced twice, the hard drive replaced once, chargers replaced eight times. I think it has paid for itself although I don't know how much it cost.
I used to work at Dell in Round Rock, and I can tell you that you do, indeed, have 30 days to return any Dell HSB (home and small business) purchase for a full refund. You will probably have to go through two levels of Customer Service to do this (basic cust. service rep and escalation/return rep), and you will probably have to pay the return freight, but you can get your full purchase price (less original shipping) refunded.
a 5 year warranty?! Holy crap. That many years it's basically outdated. If that plan covers accidental damage...hint hint. (probably the only warranty worth buying). Places like Staples that offer them, the furniture one is great. You just call and say something happened to your computer chair (scratch, tear in the leather, dog ate it, etc. You never have to bring it in, they just send you a gift card for the purchase price to replace it.).
Well the tech came today and replaced the mobo, ram, hard drive amd charger and nothing worked so they're sending me a new one.
I agree with this. Make them give you a new one, or demand your money back. Heck, if it's within 30 days, you might be wise to do that regardless, before it's too late. I used to be a Dell customer, but when their service turned to crap, I finally wised up. edit: Just saw the post above. How long will it take for you to get the new laptop? They should overnight it to you. If your 30 days are running out, you might want to ponder this move. Good luck!
I don't think the measures they took were unreasonable. 1) they tried to help you resolve it 2) they sent one of them own guys with replacement parts 3) they replaced it. While what happens sucks, it is what it is. You can have an expectation of a purchasing perfect fully functioning laptop and that's fine and dandy but the reality is once it broke down they made every reasonable attempt to fix it/ finally replace it. There's not much else you can do except not buy a Dell again. If you're that unhappy just full-refund the damn thing and buy something else.
check your return policy. if the tech visit will hurdle your refund date, just return the thing. In fact, if you can, just return the thing and get another unless you have a reason for not wanting to do this. but....other then that, i think it's pretty good service to send someone out to fix it -- manu defects do happen.
