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G15, received refurbished motherboard
Hello, I am Berkay from Turkey. I have been using my Dell G15 laptop for approximately 10 months. However, during usage, the laptop suddenly shut down on its own. When I contacted customer service, they informed me that they would send a technician to replace the motherboard under the on-site support service. However, they did not mention that the motherboard to be sent was previously repaired. My laptop's original motherboard was replaced with a refurbished and repaired motherboard. Selling a product with a faulty motherboard and attempting to resolve the issue with a repaired motherboard has caused me significant discomfort. As a customer, I am highly dissatisfied with this situation. Trusting in the brand value of Dell, I paid a higher price compared to similar products, and the after-sales approach has been far from satisfactory. I am unsure whether to be more upset about the loss of data on my laptop, which shut down while in use, or the installation of a repaired motherboard. This experience has seriously shaken my confidence in Dell's product quality and customer service. I expect Dell to stand behind their products and provide services that align with the commitments made to their customers. I request that my grievance be addressed and that necessary measures be taken to prevent such issues from recurring.
ejn63
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May 29th, 2024 11:41
Replacement parts are new or refurbished, not just with Dell but with all other manufacturers. Did you not read the warranty terms before buying?
https://www.dell.com/learn/us/en/uscorp1/terms-conditions/art-limited-hardware-warranties
berkayemin
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May 29th, 2024 12:47
@ejn63
Thank you for your response. However, I find your reply quite unsatisfactory and dismissive of my concerns. While it may be standard practice for manufacturers, including Dell, to use new or refurbished parts for replacements, the critical issue here is the lack of transparency and communication from Dell's side. I was not informed that a refurbished motherboard would be used to replace the faulty one in my laptop. This omission is unacceptable and shows a lack of respect for customer rights and trust. I did read the warranty terms before purchasing, but the warranty terms do not excuse the need for clear and honest communication from Dell about the nature of the replacement parts. If I had known that a refurbished part was being used, I would have been able to make a more informed decision regarding the repair process. As a customer who has paid a premium for what I believed to be a superior product, I expect better service and transparency. This experience has severely undermined my confidence in Dell's commitment to quality and customer satisfaction.
(edited)
ejn63
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May 29th, 2024 16:15
Why is it Dell's responsibility to communicate the same terms you agreed to when you purchased the system?