Re: XPS420 (Dell Factory Outlet) update and dilemma.

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@xxxxxxxxxxxxxxx> wrote in message
news:0H0oj.87954$K27.69234@xxxxxxxxxxxxxxxxxxxxxxxxx

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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