My story trying to get a working M4500 (ongoing)

Hi all,

Fairly new to these boards in terms of the M4500

I got this ordered on the 2nd June after much pondering and taling to a sales rep.

Estimated Date: 16th June
Rec Date: 10th June

Great I thought ... or not!

On opening the lid, I noticed several grease marks + 2 marks at the front
Ignored it and proceeding in booting it up.

Problems:
1. Not a nice click from the HD on booting up (Seagate 320gb)
2. Control Point security manager causes mouse to stutter (Uninstalled fixed it)
3. Control Point and Intel RAID software locks up system for up to 30mins (Can't kill)
4. Google Chrome suggests corrupt folder and cannot write to downloads folder
5. Reboot kicks up chkdsk relating to point 4.
6. Sleep > wake brings up a message stating no bootable devices found.

e-mail sales manager who states I should ring customer support.

This is how Dell has been as far as the phonecall is concerned to the customer rsupport dept.

1. It went through to Technical Support
2. He then transferred me to a business customer care line
3. He then transferred me to personal customer care which actually went through to a reception desk
4. She then transferred me to UK Sales
5. She then transferred me back to Technical as they have to apparently confirm the faults
6. She then took my service tag and I am now being transferred to the M4500 workstation line.
7. There is now a automated message saying I may have to wait up to 15minutes as the phones are very busy.
8. Put through to technical support guy who turns out to be the same guy as point 1. He takes down details and asks whether I would troubleshoot. I declined saying it would not take the physical marks away.

At this point, I have been on the phone for 35 minutes from the initial call.

9. Transferred to customer support again from the technical guy - again on hold

 

10. Ok so finally put through to the customer service dept again after 4 mins of music and he is arranging a replacement.
Downside- they cannot arrange a pickup at the same time as the drop-off which means I waste another day (9am-5:30pm) for this one being picked up.

Back on hold while he finds out details about the pickup as I requested a specific time or a smaller range of timeslot

 

ok so after 45minutes on the phone, I have managed to get a replacement out of them.

Explained the issues and my concerns that the new one could be the same/worse etc and he has said that if that happened, I would get a full refund.

Have advised my credit card company too on what's going on just in-case I need to cancel the transaction.

Also found out as they ring me for the date of the new delivery, I can ring Dell as soon as I get the date to arrange a collection on that day too so I don't waste that extra day.

What an experiance! It's funny because there as another thread on here about "support" and how one said he would go with Dell over HP purely because of their after-sales support. If that is true, I dread to think what HP are like!

 

Usually I thought you can arrange a pickup in a different location, so say you took the laptop to work you can have them stop there and get it.

Your scenario is different then what you read. You did not speak with more of a technical support area but instead the sales since you just received it in poor condition and did not need or want repairs.

I have dealt with hp one time for a company printer of ours, it has a stapler add for the machine and that started to make loud noises each time it stapled. Hp had me talking with them for probably over 4hrs just to get a replacement part sent for me. They informed me they were going to send this to the engineers to see if the problem could be repaired.