Grainy Samsung WSXGA+ replaced with LG = Perfect!

[Devedander]

zfactor I would still take it with a grain of salt but it sounds believeable...

Sucks though as it seems that would mean that as they catch up on backorders we will see less and less chance of LG screens...

[zfactor]

Sucks though as it seems that would mean that as they catch up on backorders we will see less and less chance of LG screens...

thats exactly what they told me would happen.. this was from a rep at dell escalation group after he spoke with the manufacturing plant directly in malaysia he claims.. and yes escalations can do that they can call them out there and speak with them hence the reason i tell everyone if you a serious problems ask for them they are there to help

[shadou]

thats exactly what they told me would happen.. this was from a rep at dell escalation group after he spoke with the manufacturing plant directly in malaysia he claims.. and yes escalations can do that they can call them out there and speak with them hence the reason i tell everyone if you a serious problems ask for them they are there to help

I've heard you mention the escalation group before, but who exactly are they and what do they do?

Also, can you request a rep from the escalation group if you call in and get a technical/customer support rep? I ask only because I'm almost past my 30-day return policy, and if this 2nd replacement is bad, I don't know if I really would go to a 3rd, considering it would probably be a refurbished one.

[Devedander]

Escalations is where things go when they can't be taken care of by normal support. As far as I know you cannot contact escalations, they can only contact you (then you can call them back). It has to be "escalated" by a normal support person.

[zfactor]

call and tell them you want escalations.. make it a case they need to handle escalations is FAR BETTER TO DEAL WITH THEN THE REG CSR...i have many numbers direct for escalations but im not sure if im allowed or if i should post them in the forums.. and any support person can escalate a claim.. again simply call and speak with the manager.. get upset and tell them you were told you would recieve a call from escalations and you never did and you want another request put it to speak with them.. i now strictly deal with them for anything including the replacement of my system.. i call them directly

[rage)]

As some of you who have been reading know I have successfully had Dell replace my Samsung WSXGA+ display with an LG one.

I also know 3 other people at another forum who have just had the same success in the past week. I also know another 2 people who have LG's on the way.

Do not ring Customer Care at all. They know jack. All they can do is replace the whole laptopm. Ring Technical Support.

Customer Care and Technical Support are two different departments. All Customer Care can do is replace you notebook, they cant arrange for parts to be replaced like Technical Support.

[zfactor]

yes but what about the people who do not have in home service... there is not much they can do.. I KNOW I CAN CHANGE IT OUT MYSELF

if i get another bad one ill try this method again.. i even gave them part numbers you listed and they would not budge.. i was on the phone for more than an hour on the same topic

[rage)]

Send it in to get replaced then. What's wrong with doing that?

[zfactor]

they told me in the tech dept there is no way ... 0 chance of picking a specific screen ... id much rather have it in my hands also so i know for sure its the right one so they dont have to open it up a million times.. ive also seen the condition a few dell's came back in from the repair dept and they were horrible.. one friend sent his brand new system in maybe a week out of the 30 day warr, he got it back and it was all scratched up and came back with white grease all over the place. im sure this doesnt always happen but with the luck ive had with dell im sure it will be my luck

[rage)]

I can see your point.

It is a pity you dont have that home service.

I still find it strange how Dell can send a specific part to a technician to come to your house, but cant guarantee that if you send it in, they wont be able to have the specific part available. I think Dell is giving you a bit of a runaround.