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m16 R1, defective after 2 months, will not offer an exchange
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Purchased 2 months ago and it became a nightmare the other night. While gaming the laptop decided to catch fire while in my lap on a laptop stand. I was able to put the flames out that were spewing out the vent system in the back but it completely ruined the charging port, charger, and who knows what inside. What was dells solution? Our safety team think its repairable and they will not offer an exchange. They claimed my two month laptop is no longer an available configuration sold so its either repair or get a refund. Not sure how you can now say repair when you stated you didnt have that configuration anymore which means you dont have the parts. This thing literally could of caught me on fire or worse burned my house down. It's clear they are using extremely cheap parts.
Chino de Oro
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May 5th, 2024 21:54
An electrical fire could be caused by a number of reasons. Without knowing all the facts, I will not be commenting on it. But, I do have a solution for you:
Since the same configurations system is still available for purchase as you stated, what is stopping you from taking a refund option and purchasing a new replacement as your desire.
Janis1986
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May 5th, 2024 23:31
As I stated it is not available for purchase of the system specs I have hence why they said to repair or refund. Two months ago the m16r1 config I have was on sale so a refund would only allow me to purchase a slower machine than the current specs. Also this is a faulty laptop as I have 2 of the exact same model ordered the same day, my wife has one and I have one. We both used them the exact same amount of time, we both had our laptops plugged into the same surge protector with nothing else plugged in it.
Chino de Oro
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May 6th, 2024 00:03
With the mishap you have experienced and family safety, a same laptop model with same specs should not even be considered.
Janis1986
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May 6th, 2024 00:40
The issue is if i have a intel 13700 and nvidia 4070, why should I have to get a laptop with a 4050 and even slower processor as a part of a “refund”. The dude at dell headquarters in the ARS department that worked my ticket basically demanded me to either allow them to repair or refund which he said would be 10-20 business days. I shouldnt have to be out of a laptop for weeks for a safety issue of theirs. Had this been something I caused then ya I have no warrant for express service here but it was their product that caught on fire not by my doing.
Chino de Oro
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May 6th, 2024 00:51
Don't be a hypocrite. On one hand, posting to advise Community users, on the other hand, wanting to hold on to a Dell laptop model that caught fire. Just take a refund and be a credible person with your words. Anything else is just excuses.
(edited)
mattyb3
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May 6th, 2024 03:22
Just because they have parts to repair your system it doesn't mean that they have an identical full replacement system to exchange with you.
I am surprised that they haven't offered you a suitable similar replacement after this type of failure but their legal priority is to offer you a repair first.
You can ask to escalate the issue with a support supervisor.
Janis1986
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May 6th, 2024 04:46
Yes it was escalated to the escalation team and that was their options he gave me.
Chino de Oro
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May 6th, 2024 08:06
For the system performance, I see what you meant. Your m16r1 could outperformed the new m16r2 w/ultra 9 CPU. If your original purchase was within $1800 usd, taking my suggestion and go with a refund. You can get a like new m16r1 at Dell Outlet for $1700 to $1800 usd.
If your purchase price was lower, point my link to Dell support team and request as a replacement. But you have to act fast as the inventory comes and goes really quick.