Scratch and dent or refurbished

Discussion in 'Dell' started by msfix, Dec 18, 2017.

  1. msfix

    msfix Newbie

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    Greetings, I ordered a scratch and dent from Dell. It arrived with no visible marks, just a refurbished sticker on the bottom. I've had previous problems with their refurbished laptop so I wrote them about this and the response was "scratch and refurbished both are same and there is no any difference between both." I then called customer service and was told that it is new - it had been a cancelled order so they just put on a refurbished sticker.

    Any suggestions? Thank you!
     
  2. slimmolG

    slimmolG Notebook Consultant

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    Take off the "refurbished" sticker and enjoy?
    :D
     
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  3. msfix

    msfix Newbie

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    Thank you slimmolG, but with all due respect, my point is that I do not want a refurbished computer. I was hoping someone might have had previous experience with this issue, or insight about Dell's responses to me.
     
  4. custom90gt

    custom90gt Notebook Virtuoso

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    All computers from the Outlet come with refurbished stickers regardless of if they are "scratch and dent" or "certified refurbished." I've ordered countless of both and have never actually seen a scratch or dent in them. Typically the scratch and dent are returned or canceled orders, but that's what I was told by my old company's dell rep (we ordered millions of dollars in dell stuff through him each year).
     
  5. slimmolG

    slimmolG Notebook Consultant

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    Sorry, just going with the information I had.
    If it was a cancelled order, and it wasn't sent out, and they say it is brand new, and all they did was put a sticker on it, I'd say you got a steal of a deal and saved some cash on a new laptop.
     
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  6. John Ratsey

    John Ratsey Moderately inquisitive Super Moderator

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    I've had "scratch and dent" which did have a hint of superficial damage but the hardware was 100% functional. I've also had "refurbished" which looked like new. It's sometimes possible to get an insight into the computer's history by putting the service tag into the support system as the system isn't always immediately updated once the computer (if previously sent to someone) is shipped to you.

    John
     
  7. kojack

    kojack Notebook Deity

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    Once that machine is "ordered"...It's technically NOT NEW. If that order is then cancelled, they have to sell it as "scratch and dent". It's been taken out of their inventory as new. Not a big deal for a small mom and pop shop, but for the volume dell moves out of their warehouses, then...this is what happens. YOU got a deal...ENJOY!
     
  8. msfix

    msfix Newbie

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    Thank you everyone. I am now rather confused about what to do. But Dell just made a decision.

    Customer service responded to my email and wrote: "scratch and refurbished both are same and there is no any difference between both."

    Me: I need more explanation since "scratch and dent" and "refurbished" have different definitions. In the business world, "scratch and dent" refers to a new product that has never been used but has cosmetic defects such as scratches and/or dents. The definition of "refurbished" is a product that has been used, returned, and has had some type of technical change so that it's supposedly fixed.

    Customer service: "I do not wish you to trouble, Since you are our valuable customer I will process a replacement."

    After reading replies from kojack and John, I sure hope things work out for my next computer. Thanks again, everyone.
     
  9. John Ratsey

    John Ratsey Moderately inquisitive Super Moderator

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    My own interpretation of the definitions is that "refurbished" might be new cancelled orders or something returned because the purchaser changed their mind or something returned because it was defective. Anything which has been returned should have been checked (including replacement components if needed) and restored to factory settings. It may be decided that very minor cosmetic damage does not merit parts replacement and is sold as "scratch and dent". Either way, the Outlet products come with the same warranty as brand new from the factory.

    However, I would note that the system in Europe might be slightly different to US as the Dell UK Outlet handles all returned European Dell notebooks (so they all get given UK keyboards) although I don't know what they do with cancelled orders.

    John
     
  10. msfix

    msfix Newbie

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    Thanks, John. I found a very helpful Dell employee. She looked up the laptop history and said it was previously used, and that almost all scratch and dents are previously used (refurbished) computers. I cancelled the replacement, sent this one back, and will purchase a new computer, but not a Dell.
     
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