XPS420 (Dell Factory Outlet) update and dilemma.
- From: "S.Lewis" <Gossamer@xxxxxxxxxxxxxxx>
- Date: Wed, 30 Jan 2008 09:27:18 -0600
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/segtopic.aspx/help?c=us&cs=22&l=en&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
.
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