If you were unfortunate enough to have purchased your new XPS system and it arrived DOA (dead on arrival) then you pretty much know the procedure for Dell system exchanges.

It takes more time to build an "exchange" system than a brand new order. Why? Because Dell already have your money and there is no pressure to build it as fast as possible.

The longer they take - the less likely you will be able to return the system because of the 21 day return policy.

So How Do System Exchanges Work?

• You will need to call into XPS customer care (1-800-964-8321) as soon as possible. 
• Explain that you received a defective system
• They will ask if the box was damaged (if it's the carriers fault)
• They will set up a system exchange
• You will get a DPS (dispatch) number and Case number

It generally takes 5-7 days for you system exchange to be built. But, it will probably be much longer than that. Dell's policy for system exchanges is "like-for-like" or better. Remember, make sure that you are either getting the exact configuration or better - not worse.

When Should You Call Back?

Call XPS customer care within 1 week of setting up the exchange. Make them accountable if there is a delay or error in the configuration of the system. There is no reason that there should be any problems, you have already paid for the system - and you can't even use it.

You will not get a new invoice for the exchanged system, so get a customer care agent to email you the configuration details for the new system to check with the original system. 

Will The Warranty Restart?

Let's say you purchased the original May 1st, but you had to return it on May 10th because it was defective. Dell begins to build the exchange system on May 15th, and you receive the exchange on May 26th.

Will the warrantly start on May 1st or May 15th or May 26th? 

The warranty begins when your order is invoiced. Which is the original order date, and unfortunately, Dell does not care when you received the new system exchange.

Your warranty will start on May 1st. Even if you received a functioning system of May 26th.

Is it Worth Getting An Exchange? 

So, with all that said, should you settle for a system exchange? It is better to just return the defective system and buy a new one?

Consider the following:

• How soon do you need a computer?
• What was the orginal method of payment?
• Did you want to change the configuration?