Dell's Warranty Replacement Policy

[ArkiStan]

So I've been having some minor circuitry issues with my 24" Dell monitor. I talked to a service rep and sounds like they're gonna replace it for me. I think I've read in another thread that when Dell replaces hardware under warranty, they send you a refurbished model instead of a new one. Is this standard policy for Dell or any other company? Or should I expect to get a new one? If I'm gonna get a refurbished one, can I make any request to get a new one instead?

[kimchicowboy]

i think it's a standard practice. i know that apple does that (it's stated in writing somewhere). i've received refurbs before when i've RMAd other stuff too (i think a HDD from seagate at one time).

[LPMiller]

So I've been having some minor circuitry issues with my 24" Dell monitor. I talked to a service rep and sounds like they're gonna replace it for me. I think I've read in another thread that when Dell replaces hardware under warranty, they send you a refurbished model instead of a new one. Is this standard policy for Dell or any other company? Or should I expect to get a new one? If I'm gonna get a refurbished one, can I make any request to get a new one instead?

it's standard, but don't worry too much about it. In the case of the monitors, they usually don't have enough refurbs in stock to keep up with demand ( this isn't because they suck, it's because of that 3 year warranty, which is industry standard) so I'd say 90 percent of the time, you'll get a new one. But a refurbed lcd just means someone cracked it open, replaced either the power board, the video board, or the lcd, and closed it up again. A professionally refurbed LCD is no different at all from a new one.

Typically though, you get a new one whether your dealing with dell, sony, viewsonic or whatever, because again, no one likes to keep 3 years worth of stock around. Often, someone like Samsung will just send you the newest version. Since dell is still making the 24 inch, don't expect that.

[Jeffbx]

:stupid:

And also - from my experiences with Dell - whether it's new or refurbed, it will be marked as refurbished. I believe that ALL replacement parts from Dell are marked as such. So, just assume you got one of the new ones with a refurb sticker on it and all will be good! It's still under the same warranty anyway.

[baggio248]

My gf's laptop had a problem, and we called Dell, and they sent us a refurb new model. We asked if we could upgrade to a newer different model, and just pay the difference, but they said no.

[LegendKiller]

I have never understood the stigma against refurbished items. As long as the company is reputable and you have a warranty, whatever is broken has been fixed. Thus, there is less likelihood of it being broken again. If something is known to have one certain problem and a refurbished item fixes that problem, then it's better than new. People just have an issue with buying somebody else's problem.

This doesn't apply in all cases though.

[mechmike0034]

:stupid:

And also - from my experiences with Dell - whether it's new or refurbed, it will be marked as refurbished. I believe that ALL replacement parts from Dell are marked as such. So, just assume you got one of the new ones with a refurb sticker on it and all will be good! It's still under the same warranty anyway.

:stupid: Yeah, what he said...

My experiences with Dell have been similar, and have never had a problem with anything of theirs labeled as refurb...

[DarkFury]

I have never understood the stigma against refurbished items. As long as the company is reputable and you have a warranty, whatever is broken has been fixed. Thus, there is less likelihood of it being broken again. If something is known to have one certain problem and a refurbished item fixes that problem, then it's better than new. People just have an issue with buying somebody else's problem.

This doesn't apply in all cases though.
With Dell and it's warranty it's usually not problem...

However in other offerings, being stamped as "refurb" automatically reduces the given warranty period. I've seen items where the "retail" box gave up to a 5 year warranty and the "refurb" gave you 90 days or less.

Kinda like the "refurb" NEC monitor I bought from Overstock.com... the normal warranty is like 3 - 5 years, however the refurb warranty is like 90 days.. however Overstock offered the "extended" 2 year warranty for like $40 more... so I just went with that and saved about $200 on the regular retail price.

[GilbertsGrape]

I have never understood the stigma against refurbished items. As long as the company is reputable and you have a warranty, whatever is broken has been fixed. Thus, there is less likelihood of it being broken again. If something is known to have one certain problem and a refurbished item fixes that problem, then it's better than new. People just have an issue with buying somebody else's problem.

This doesn't apply in all cases though.

maybe it is because tehy are not referebed to quality. DEll has sent me a PS the was refurbed that did nto work and a motherboard that has clearly ben returned broken stamped with a refurb sticker and then sent to me as a replacement part. it has broken heat sink arm and was DIRTY and did not work

[DarkFury]

maybe it is because tehy are not referebed to quality. DEll has sent me a PS the was refurbed that did nto work and a motherboard that has clearly ben returned broken stamped with a refurb sticker and then sent to me as a replacement part. it has broken heat sink arm and was DIRTY and did not work

It's way too early to be this drunk... :heh: :cheers:

TyPOS SuCk! :heh:

[ArkiStan]

I've never trusted refurbished items. Maybe I'm just unlucky, of the 10+ times I've purchased refurbs I've had problems maybe 3-4 times. The most recent was a refurbed A/V receiver from Onkyo. Left surround out had no signal. Of course repair costs are covered by warranty, but warranty doesn't cover the whole Saturday afternoon I had to give up in order to haul the broken receiver via dolly on the NYC subway to the nearest service center. Not to mention the additional time I'll have to spend to fetch it after it's fixed. In many cases buying new would have been a much wiser choice for me. I hope everybody else has better luck with their purchases.

p.s. yeah get some sleep grape. :)

[ArkiStan]

I'm dumbstruck.
Three days ago I submitted a warranty request online. Two days ago I get an email saying they need the serial number of my monitor to process my request, so I send it. Yesterday I come back from school and the replacement monitor is sitting in the hallway in front of my apartment. The monitor was labeled "refurbished," but works just fine. In the box there was a prepaid shipping label to return my original monitor. I just have to call DHL and tell 'em to come pick it up. That was a two-day lead time even despite my mistake of not providing the serial number in the original submittal. I must say I'm delighted with Dell's support.

I'm pissed a $900 monitor was left sitting in the hallway without my signature. But that's not Dell's fault and I guess belongs in a whole different thread in the suckage forum.