Satyesh asks: My under warranty Dell Inspiron 15 R laptop has been identified as a faulty machine by the Dell System Engineers. They have recommended me to go for a unit replacement. I want to know about the process and the costs involved in replacement of a faulty Dell laptop in India?
Dell does offer complete system replacement in case an under warranty laptop can’t be repaired by their system engineers. The process is lengthy and can take about 1 month to complete. There are generally no costs involved in replacement of laptops but some paper work is required. I have tried to detail the entire process in the article.
The process begins when the system engineers identifies that an under warranty system has a fault beyond repair. Since Dell provides onsite service, this part of the process generally takes place at the residence of the system owner.
After identification of a system as faulty, Dell System Engineer makes a call to the System Exchange cell at Dell and provides Dell Team with his ID, machine details, fault & steps taken to correct fault. He also mentions that system replacement is the only method that fault could be corrected. The system owner also talks to Dell System Exchange Team and if he insists on a replacement, the Dell Team initiates the process by creating a request.
Once the request is created, within a time frame of two days the Dell Team sends you an email with the soft copies of documents required for the replacement process. You need to get the print out of these documents, fill them up and scan and send the soft copy back to Dell System Exchange Team. There are basically two documents.
1: Authorization Letter/ Order Confirmation/ Declaration Letter
2: Pick Up Address Details, Contact numbers and Declaration that there is no sale involved in the transaction.
Once you fill up these documents and send them to Dell, it takes another 10 – 12 days to complete the logistics formalities.
After approximately 12 days, Dell System Exchange Team contacts you in order to synchronize your timings with the logistics partner. Once it is done, they ask the logistics partner to collect the system.
As a system owner you can ask them for your preferred time for the pickup of the faulty system. The representative from courier company/ logistics partner will hand you over the documents for replacement. You need to hand over the system, its charger and the original outer packing of the system to the logistics representative.
Once the system reaches the Logistics partner’s office and they create an entry in their books, the Dell Team orders manufacture of a new system with exactly the same configuration as your original system.
After another 12 to 15 days, the replacement system is delivered to your preferred address. This is the entire process.
Key Points
1: The process takes about a month or more to complete
2: There are no costs involved; however in some states in India, Dell may ask you to provide the road permit.
3: Once the faulty system has been collected, you will have to wait for 12 to 15 days for the new system to arrive. The system is not exchanged on the day of collection of faulty system.
4: The replacement system is of the exact same configuration as the faulty system. However if the exact same configuration is not available, the currently available machine of similar/ slightly higher configuration is delivered.
Hope this article would have given you an insight of the process of replacement of a faulty Dell machine. In case of further queries you can always leave us a comment.
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{ 4 comments }
Hi,
Thank you for the information. Very useful as I own a Dell notebook. Recently Im getting too many issues and Im tired of getting parts replaced. The system is still under warranty. I want to know if at all Im being offered a system replacement, will it be a new or used system?
Thanks in advance
Ajit
The replacement system delivered by Dell is always a new piece.
Hi,
I own a dell XPS L702x getting replaced because of too many faults and they have agreed for replacement and i didnt get any emails for past one month…..
Have you tried the Online help section or the social media help for Dell.
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