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


"Tony Harding" <ToHard@xxxxxxxxxxx> wrote in message
news:47a0cefb$0$25045$607ed4bc@xxxxxxxxx
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 :(


See my update above. Customer service made it right, in effect crediting me
the amount of the cost from spare parts. "woo-hoo."

What I've learned from this is that the distinction between Dell's (outlet)
"scratch and dent" listings and "certified refurbished" listings is
apparently subjective according to whomever is re-processing a machine for
sale.


Which suggests to me that in the future I will need to:

a) select from "previously ordered new" inventory at the outlet only, or...

b) buy the system (if it's a notebook) from the "certified refurbished"
inventory but ONLY if I plan to buy CompleteCare coverage anyway to address
any possible cosmetic issues via warranty.


It's my opinion their cosmetic assessment on this particular machine was
"optimistic". Couple this incident with another poster's (Ron Hardin) Vostro
notebook experience(s), and I think it indicates some need to be more
cautious in which systems and what warranties are chosen, especially when
one considers that seldom, if ever, were any outlet machine issues posted to
this group until very recently.

jmo....

Stew


.

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