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

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/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.

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 :(
.

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