Dell Sent Me Wrong Laptop and What Shall I Do?

LFrankenstein Hunter on 23/11/2018 - 22:13

Long story short, I received a refurbished xps 15 9570 instead of my ordered latitude 7390. Contacted dell support, email to ask me to take photos of everything, sent them, reply says will update me. From what I heard from the other support on phone, the best thing they can do is to arrange courier to collect this xps, upon satisfaction of received item, give me a full refund. I am pretty pissed off. The one 7390 I ordered has nice specs I want, i7 8650u, 512gb, non touch, thunderbolt, 60wh battery. This xps has the specs I dislike, i5 8300h, 8gb, 256gb, 1080p screen.

What more can I ask for the hassle and trouble dell caused? Can I insist I want my specced latitude 7390 to be sent? Or equivalent refurbished one with better specs? Or get some sort of compensation and wait for next round of latitude refurbished?

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Comments

  • Frankenstein Hunter on 23/11/2018 - 22:14

    They have said they have no latitude refurb left in stock. And they don't understand how my one went somewhere else.

    • garetz on 24/11/2018 - 02:17
      +3

      they obviously mixed up your order and someone else, the other guy must be extremely happy.

  • dylo on 23/11/2018 - 22:21
    +2

    Bikies
    Dell Support
    Ebay
    ACCC

    Tough luck :(

  • iforgotmysocks on 23/11/2018 - 22:33
    +2

    Long story short

    Was still a long story.

    Suggest adding something cool next time, like a dragon

    • dcep on 23/11/2018 - 22:37
      +6 
                  _ ___                /^^\ /^\  /^^\_
_          _@)@) \            ,,/ '` ~ `'~~ ', `\.

      /o_ _ _ _/~.…'~\ ./~~..,'','',.,' ' ~: /,'.~,~.~ . , . , ~|, ,/ .,' , ,. .. ,,. , ~\_ ( ' _' _ '_ _ ' . , \_/ .' ..' ' .. , \_ ~V~ V~ V~ V~ ~\ ' . ' , ' .,.,''.,.''.,.“. ', _
      _/\ /\ /\ /_/, . ' , _/~\_ .' .,. ,, , _/~\_. . '., \_ < ~ ~ '~'~', ., .      : ::: _ ' _/ ::: \_.,' . ', _
      \ ' _ '_ _ ',/ ::::_ \ _ / _::::_ \ .,'.,., -,-,-,,,
      '~~'~~ '~~'~~ (_)()()/ ~~' \(_)(_)(_)/ ~'_..,.,';;;;_;

      • N1NJ4W4RR10R on 24/11/2018 - 00:07

        WHO DOWN-VOTED THIS MASTERPIECE?!!!!!!!???????

      • garetz on 24/11/2018 - 02:18

        Looks like an alligator, a modern day dragon.

      • AlienC on 09/12/2018 - 01:46

        That is one rough looking dragon.. he looks like he has seen some sh*t and yes I did assume his gender.. Sue me haha get it because Sue is a woman's name.. sex.. end of story

  • Sage on 23/11/2018 - 22:40
    +4

    isn't the one you got worth $600 more?

    • Blitzfx on 23/11/2018 - 23:33

      Refurb though

    • Frankenstein Hunter on 24/11/2018 - 09:15

      I have a 15in gaming laptop. Unless I can sell the xps 15 for a profit or swap with someone for a latitude 13, but likelyhood of either is extremely low.

  • scatman00 on 23/11/2018 - 23:24
    +3

    Refund with them covering delivery/return is your best bet.

    • [Deactivated] on 24/11/2018 - 09:24
      +1

      To be fair, that is the least they should do.

      • HighAndDry on 24/11/2018 - 11:04
        +1

        It's also the most they should do.

        • [Deactivated] on 24/11/2018 - 22:12
          +1

          It's also the least they should do.

          But, they're free to choose to do more.

          • HighAndDry on 26/11/2018 - 10:02
            +1

            @[Deactivated]: No reason why they would choose to do that. I'm free to give you free money too. Don't hold your breath.

            • [Deactivated] on 26/11/2018 - 10:43

              @HighAndDry: No one said they'd be giving the OP free money, that is absurd.

              They could, for example, choose to give the OP new stock of the laptop they actually ordered.

              That is their choice to make, just like it is your choice to make nonsense comments.

              • HighAndDry on 26/11/2018 - 13:42

                @[Deactivated]:

                They could, for example, choose to give the OP new stock of the laptop they actually ordered.

                When OP bought and paid for a refurb unit? To quote you:

                that is absurd.

                • [Deactivated] on 26/11/2018 - 14:06

                  @HighAndDry: Yeah well that's just your opinion man.

                  Maybe Dell isn't as stingy

                  • HighAndDry on 26/11/2018 - 14:08

                    @[Deactivated]: Yes, it is. As I commented directly to OP:

                    Can I insist I want my specced latitude 7390 to be sent?

                    Sure, and they can say no.

                    • [Deactivated] on 26/11/2018 - 14:56

                      @HighAndDry: Cool bananas.

  • Cheeper on 24/11/2018 - 00:57
    +3

    Keep politely pushing for the model you wanted. Sometimes you strike a can-do person that may try harder to locate one for you.

    • [Deactivated] on 25/11/2018 - 04:55

      Can comfirm this has worked for me on several occasions.
      There might be a standard company line 'we can't or won't do this' etc. Yet sometimes the 3rd or 4th person you speak with, will have a can do attitude and impeccable customer service above and beyond the rest. Just can be frustrating having to ask the same thing to 3 different people, important to remain polite, as xywolap suggests.

  • Cheapascents on 24/11/2018 - 04:26
    +1

    damn that sucks op

  • Frankenstein Hunter on 24/11/2018 - 09:13
    -1

    Thanks for all the replies.

    I will try to push dell to fulfill its contract of sale.

    • Quantumcat on 24/11/2018 - 10:39

      If they don't have any in stock though, I don't see how you can. I think you just have to accept the refund when they collect it and try to buy elsewhere? Which sucks.

    • HighAndDry on 24/11/2018 - 11:04

      Lol good luck.

  • HighAndDry on 24/11/2018 - 11:06
    +1

    Can I insist I want my specced latitude 7390 to be sent?

    Sure, and they can say no.

    Or equivalent refurbished one with better specs?

    Sure, and they can say no.

    Or get some sort of compensation and wait for next round of latitude refurbished?

    Sure, and… you get the idea

  • [Deactivated] on 24/11/2018 - 13:12
    +1

    I'm sorry I don't have any advice, but I was just curious - how can you tell the laptop you got is a refurb?

    • Frankenstein Hunter on 24/11/2018 - 15:03

      I ordered from dell outlet online I suppose they only deal with refurbished items.

      • [Deactivated] on 24/11/2018 - 17:25

        Oh, I missed that part. I recently ordered an XPS 15 and when I saw your post I panicked, but I ordered through the main site, not the outlet. Sorry for the trouble.

  • kickmiass on 26/11/2018 - 11:46

    All i can suggest is find someone with good customer service and hope you get lucky.

    It's hard because dell is such a big company, if it was a small company i'd ask for a refund then ask to put my name down for the first backorder at the same price.

  • cwongtech on 04/12/2018 - 16:45

    non touch

    Why non touch?

    https://www.dell.com/en-au/outlet/ProductDescription?cfID=68…

    This seems available.

    Maybe try see if you can grab it?

    • Frankenstein Hunter on 06/12/2018 - 07:01

      $1659 for 2in1 is a bit too much coz I have no need for the folding form factor.

      By comparison I paid less than $1200 for 8gb 512nvme clamshell version 7390

      • cwongtech on 06/12/2018 - 20:27

        oh you wanted the 7390 non 2-in-1

  • AlienC on 09/12/2018 - 01:47

    hey it is me your cousin wanna go bowling

    also i think dell sent you my refurbished laptop

    hi friend

    • Frankenstein Hunter on 10/12/2018 - 17:33

      I still haven't received mine. Dell has been pushing back the dates over n over again. Now I am on the 17th email with them. Always says will update you within next 24-48hr but never did until I ask them again.

      • AlienC on 10/12/2018 - 19:22

        Any luck with trying a phone call

      • cwongtech on 11/12/2018 - 01:44

        Or get some sort of compensation and wait for next round of latitude refurbished?

        Looks like that's the only option..
        17 emails back and forth is not ideal though.

        Can you open up your PM?

        I've bought three refurb dell laptops without any issues, maybe the dude who served me can help you.

        Can I insist I want my specced latitude 7390 to be sent?

        Most likely not, refurbished items are cheaper than new.. looks like some accounting write off was done.

  • TheWoos on 10/12/2018 - 23:55
    +1

    I would insist. If they dont have a refurbed give me a new one.

    • Frankenstein Hunter on 11/12/2018 - 07:52

      That's my thoughts too. I can't believe Dell Australia says they no longer stock that particular item if the model is still in production?

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