Question for those who've gotten replacement

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I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).

I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.

Originally Posted by Desynthesis

I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).

I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.

I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.

I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.

It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.

Originally Posted by patrickk

I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.

I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.

It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.

Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.

Originally Posted by orochidp

Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.

Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.

How could you tell it was refurbished?

Originally Posted by patrickk

Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.

How could you tell it was refurbished?

There was someone else's data on the phone, there was no initial setup, there were loose screws, and liquid damage to the screen.

Sold as new, no markings on the device or box marking it as refurbished.

Originally Posted by patrickk

I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.

I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.

It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.

Interesting. I spoke with Dell Mobility, and I was told that I would receive a new (not refurbished) phone since I'd asked for a replacement within my initial return period.

We'll see anyway. I'm not really going to push my luck with a second full return and another order--especially since I guess, assuming the worst, you could still get a refurbished unit anyway. I'll just have to inspect the replacement model thoroughly. The rep on Dell Mobility I spoke too also seemed to suggest that, if I wasn't satisfied with it, I could get another replacement, since I'd be within the 1-year-warranty period.

Orochidp, given that you got a phone obviously with someone else's data on it for a new order, it seems like that'd definitely be something to explain to Dell.

The touch screen on mine went out and .comy replacement appears to be brand new. I have had it for 4 days now and it has worked flawlessly. No lockups with WiFi, several app downloads regular email account synchs etc. Crossing my fingers that this new one stays stable!

Sooner or later that DVP you have that you think "works flawlessly" will cringe up and crash. I thought my 16GB dvp was perfect for 2 and a half weeks. That was until I started to download some xbox games from market place over wifi and guess what? CRASH! Not only that, I lost everything- including all the music albums I've synced with zune, any and all pictures ive taken with the phone, and all my downloaded games. I lost practically EVERYTHING after it crashed, auto-hard reset and forced me to the set-up screen as if it was the first time I've turned on the device.
I'm having a hard time trusting the DVP again. I don’t know if I want to go back to it. I am surely returning the device.

You may say, "...but mines perfect!" Yes, but mines was perfect as well... I thought. I trusted it, but it pulled a surprise on me out of no where.

So, what does it take for you to be convinced? A crash + auto-hard reset?
I don't know how else you'll be convinced.

Unfortunately, Lemon, just as we can't know for certain what'll happen with working phones, nor can you know for certain what'll happen.

Don't get me wrong, I wouldn't claim that it's a reliable piece of hardware--then again, given my limited experience with it, I'd be reluctant to talk about it's reliability period. I can certainly say that I'm unhappy with my problems, but I can't make a universal statement concerning everyone. Take Twitter--there are people who are going through multiple replacements, and there are people who are on the same phone they got and couldn't care less (except that they mention it--presumably there are people in both groups who we don't know about).

You don't know for a fact that that person's phone is going to fail anymore than they know for a fact that it won't. You can certainly make a prediction based on your experience, but that's no more immediately accurate than a prediction from someone who thinks their phone won't have any troubles. It's not like the RAM issue, where we can concretely point to something at any given time.

Personally, a hard reset is a minor inconvenience, in part because I demand working wireless sync (hence my attempts to replace the phone). The last laptop I bought from Dell was included in a class-action lawsuit, so as bad as this is, it's nothing by comparison.

I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.