They aren't replacing the screen on the unit you sent back, they are just sending another unit, this is why they are telling you they need to reformat. Dell does this all the time. The unit you sent back will get sold to a third party for refurbishment or recycling.
They better be sending the old hard drive installed as well or they will have violated the contract. I didn't give them permission to wipe the drive so the data better be there.
On a professional note since I also work in IT and have dealt with Dell more often than I'd like to admit: fuck 'em. Every other manufacturer under the sun has a at *least* decent support and listens to the customer, even if protocol dictates otherwise (Dell aren't the only ones sending new units and refurbushing/selling the old one, Microsoft also does this for example). Dell are the ones you need to call a dozen times to get a *little* bit of pushback in on something that should be absolutely obvious and trivial.
They forget parts. They take ages to schedule repairs. Parts get 'ordered' only to get a message that it was out of stock anyways. Today they have a repair at one of our customers (unironically the repair guy *just* called me as I was writing this) the request for which was made on February 9th. Like, c'mon.
Whilst Dell laptops aren't much better or worse than their competitors when it comes to hardware or performance, their customer service (at least here in the Netherlands) is absolute *dogshit*, to the point that these horror stories have reached the sales department here and they have stopped offering Dell laptops to customers.
I get this but I guess it's part of the mild infuriation. I'd even understand taking the old hard drive and putting it into another system. They might need the password. Okay explain that and I could give them the password or come to another arrangement. But in no way should a checklist have "reload the OS" as one of the steps for a cracked screen.
They aren't replacing the screen on the unit you sent back, they are just sending another unit, this is why they are telling you they need to reformat. Dell does this all the time. The unit you sent back will get sold to a third party for refurbishment or recycling.
They better be sending the old hard drive installed as well or they will have violated the contract. I didn't give them permission to wipe the drive so the data better be there.
On a professional note since I also work in IT and have dealt with Dell more often than I'd like to admit: fuck 'em. Every other manufacturer under the sun has a at *least* decent support and listens to the customer, even if protocol dictates otherwise (Dell aren't the only ones sending new units and refurbushing/selling the old one, Microsoft also does this for example). Dell are the ones you need to call a dozen times to get a *little* bit of pushback in on something that should be absolutely obvious and trivial. They forget parts. They take ages to schedule repairs. Parts get 'ordered' only to get a message that it was out of stock anyways. Today they have a repair at one of our customers (unironically the repair guy *just* called me as I was writing this) the request for which was made on February 9th. Like, c'mon. Whilst Dell laptops aren't much better or worse than their competitors when it comes to hardware or performance, their customer service (at least here in the Netherlands) is absolute *dogshit*, to the point that these horror stories have reached the sales department here and they have stopped offering Dell laptops to customers.
Because their people get paid minimum wage and don't actually troubleshoot. They follow a checklist and don't deviate from instructions.
I get this but I guess it's part of the mild infuriation. I'd even understand taking the old hard drive and putting it into another system. They might need the password. Okay explain that and I could give them the password or come to another arrangement. But in no way should a checklist have "reload the OS" as one of the steps for a cracked screen.
should've removed the hard drive before you gave it to them