Depot'd, mobo replaced 4 times, CPU 1 time, still not working

Haven't had a fully functional laptop that can't be on for more than 1 hour or so until it blue screens like 5 times and gives me different STOP codes every time. I had back to back dispatches on a Thurs and Fri a few weeks back, mobos replaced. Then Dell wanted me to depot it because they refused to send out more parts. Didn't have the system for like 13 days or so. Just got it back a few days ago, it's been blue screening like crazy: MEMORY MANAGEMENT. PAGE FAULT IN A NON PAGED AREA. All these other crazy errors, too, I've gotten so many codes.

They replaced the mobo and CPU during the depot, then just yesterday I had another dispatch to replace the mobo cuz that's what they said was wrong and obviously it didn't work at all. So now I called this morning and FINALLY they are forwarding my case to a supervisor. Hopefully something works out for me. All this started with upgrading to A07 like a month ago when I started having problems.

What kind of compensation should I expect to get? They were very apologetic this morning when I talked to the guy. Still haven't received an email or call from Dell yet about the supervisor's response. Will update ITT when I get it.

 

Probably time for a new replacement!

 

I hope so! I don't know what to expect or if I'll have any say in the matter at all

 

If you have @ home service, why even send it to depot?

Anyways, just google unresolved issues, and request for a replacement.

Make sure they call you BEFORE they issue the replacement, otherwise, they will just send you whatever they have in refurb section.

 

They refused to do another dispatch, they needed it depot'd apparently :/ That didn't do anything to fix it, obviously.

 

You may want to discuss with them a "new" replacement system. Michigan may have some lemon law statutes that could be applied on this, but that's not likely to be needed. Even Dell has to realize after 4 attempts, one with a full return to home base that they have a lemon on their hands and would waste less of their time and yours to just replace it and have you ship back the old one.

 

Once they refused, I think you should've just used unresolved issues.

There are too many incompetent tech supports who have no clue what the hell they are doing, and just do it to pay their bills.

I was supposed to get my LCD replaced and I repeatedly asked the tech support via email to make sure he dispatches WUXGA RGB screen. I emailed him atleast 2 times nicely, and he replied w/ Yes, it's going to be WUXGA RGB screen. Guess what the field tech showed up with? Yes, WXGA screen. Pathetic. I asked the field tech to call and reorder, and they got it right this time.

Worst part about connecting AW tech support for the first time issues? 40 minutes hold time just to get to a operator.

If you get sick of same o issues, just use the unresolved ppl. They usually solve/resolve issues lighting faster than the regular support ppl.

 

I had no clue about unresolved issues, lol! I'll wait to hear back from the tech support guy, who honestly was the best one I've talked to in a LONG time, like, years. I'll give him a chance, if nothing, then I'll do unresolved issues.

 

Tell them you paid for on-site service & expect to get what you paid for or have the system replaced. Remind them that you have already tried to be accommodating by letting it go to the depot before, but enough is enough. Since the motherboard has been replaced more than 3 times in less than a month you want a system exchange.

Take notes of everything that has happened, all case numbers, dispatch numbers, techs you talked to, etc. (with times & dates whenever possible) & if you have to do the unresolved issue route your evidence will be too much for them to deny.

Be polite, but firm & things should work out. Good luck!

 

There is a very good thread:
http://forum.notebookreview.com/ali...cement-systems-warranty-repair-issues-54.html
It is getting very long but there are many users there that have been through similar issues and are always willing to give advice and support.
It is hard to get regular tech support to escalate a case themselves. However, recently it has happened and if the trend continues that is a really good thing.
If you are not taken care of, please PM me or any of the users you see frequently posting in the thread I mentioned and we will be glad to share an email that will essentially do the same thing as the 'unresolved' issues ticket. Good luck. The users above have given great advice. Polite but firm should be your mantra. Cheers
**EDIT** Tazalanche hit it just right... document everything, names, times, advice given, everything.

 

I don't have names, but I definitely know everything they said and did and suggested I do, etc.

I have a pretty good timeline of the whole thing but from what it sounds like they have all the case information and were forwarding it to the supervisor. I thought I was gonna hear something from them by now but apparently not :/

 

Time to get Michael Dell on line?

 

The following I just submitted to Dell Unresolved Issues:



About a month ago, I updated to the (at the time) new A07 BIOS for my M17X. After that, I started getting Missing Operating System errors immediately following. I called tech support, and after about 2 hours of troubleshooting after an hour on hold prior to speaking with a human it was determined that on a Thursday my motherboard was to be replaced. On that Thursday, my motherboard was replaced, but the problem still persisted. So the very next day, Friday, I had my motherboard replaced again. The problem wasn't fixed. Dell then refused to send out more parts and made me depot my M17X, which at the time I could not afford to be without.

They said they were going to send me a box to ship my system back to them in. They said it would be there the next Monday. Well, come Wednesday I call them and ask where my box is, and they said they didn't have the proper shipping info for me despite me being a Dell-exclusive customer for nearly 10 years. They got my shipping info and it was there that Friday. I couldn't send it out until Monday then I didn't have it for about 14 days.

I get it back from the depot and it says the CPU and Motherboard were replaced. Optimistic about the repairs I eagerly started using my M17X and unfortunately the problem wasn't fixed despite at this time not having a computer/working computer for 3 weeks now. I then had another dispatch sent out to replace the motherboard a few days ago and not surprisingly that didn't fix the problem at all.

So now the motherboard has been replaced 4 times and the CPU one time. I called about 5 days ago about this issue and was told this was forwarded to a supervisor and I would be e-mailed the information necessary to resolve this issue. I was told I would receive this email or call within 24 hours. Well, 96 hours later I've not received a single piece of contact from anybody and I am extremely disappointed with the service I've been shown throughout the last month, especially being a loyal customer for about a decade, aka the entire time I've been able to obtain income and purchase computer, as well as being a second-time CompleteCare customer.

I trust I will be given the proper compensation for having to deal with all these troubles, but at this point I just want a working computer that I paid almost 3000 bucks for.

Thank you




Funny because in retrospect the missing operating system error I know how to fix now, but we're beyond that. At that time I (and apparently the technician) had no clue how to fix it.

 

Ok...in advance....Congrats for your new R2.

 

We're not there yet but there is honestly no other way to fix this IMO. I will keep you all updated on my adventure in this thread as soon as I know of new developments!

 

I know we are not there yet but I am preety sure for your new R2.

 

I would love to get the upgrade to 5870 XF, and maybe a CPU upgrade, or RAM upgrade, but I guess I could get that on my own from Newegg pretty cheap.

 

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Please continue this discussion here - thanks.