Help - Dell Backstab - M17x R2/R3

So I've posted a few different topics outlining my plight with Dell.

Long story short - got 2 broken cert refurbs - was told a new R3 was on the way, now today I received ANOTHER broken refurb.

The s said all I can do is refund and buy new - so I am going to, and pay way more for less. Whatever.

I just so happen to have obtained a samsung 256GB SSD and 8GB of ram I'd like to put into the new R3 I was forced to purchase today once I receive it.

I've scoured the forums and read tons of topics, I am computer retarded.

Would anyone be willing to help me install the ram and ssd properly (windows install, drivers etc) via Skype or FaceTime once my computer comes in?

I will gladly compensate for time with a new egg or gift card for amazon or something.

Please let me know, thanks in advance,

 

For SSD - http://forum.notebookreview.com/ali...install-ssd-instructions-recommendations.html
For RAM - http://www.youtube.com/watch?v=rEC1U1WqG5Y
Don't sweat it, as it is quite easy. The only tricky part is installing 2 more modules of ram(the slots are under the Keyboard), but i think since you have 8gb the 2 accessible slots should be enough for you.

 

You are getting a refund and it's a back stab????

 

No, that's not the part that is.....

It was the 3 units "cert refurb" that arrived in non-working condition with broken hinges, gouges on the screen and un-authorized copies of windows intalled. It was them saying "you deserve a new one since you have been hung up on multiple times, lied to about what was being sent, and you allowed us to follow our repair process and we still couldn't do what you paid for".

Then them turning around after giving me an order number and confirmation via email, and just sending me another broken cert refurb without even calling me.


You don't lie to customers, especially a customer who has given you an opportunity 3 times to get it right using your atrocious policies and process.


It's a stab in the back to be consistently lied to, guess I'm at fault for believing them - I should change the title of my post to reflect that right?

 

Dell customer service is absolutely atrocious. Too bad they make so much money of enterprises that they can competely ignore us lesser beings.

 

I see.

How much did you pay for your original system btw?

Stuff like it matters when one rep issues a replacement, and one doesn't approve it.

Both my AW systems were replaced from my original XPS systems, and I didn't even have to ask for replacement. They tried to fix it and when it failed numerous times, the rep just issued the replacement.

I did however had to ask for better replacement when they issued a replacement that wasn't up to my original system's specs.

 

The original system price before the coupon I had was $1599. I had 250 off, which now they won't even let me use again.


I just feel like they said ok heres a new one, but you are going to have to pay another 400.

I didn't do anything wrong, and yet I feel penalized.

Just sucks. :/

 

With that price I honestly can't blame dell choosing to refund.

Its not like you used the system for a while then it failed on you.

You bought the refurbished and it wasn't functional out of box and issuing a replacement system upgrade doesn't make sense if I was in a business to make money.


If I was in your situation I would've asked dell to make few attempt to fix the system, and with a extended warranty I know I'll end up with a system replacement down the years.

Anyways don't cheap out on warranty purchase when you buy any dell models.

 

The instructions posted should get you through the install. On the off chance you can't do it, I'd be glad to help you, no payment necessary. My schedule is kinda restrictive, but I'm sure we could find a day to FaceTime. PM me for my info when you get your laptop if you need help.

 

I had a similar experience with customer support/tech support.

I ordered a refurbed m17xr2. It came in pristine condition. Only one problem.
The configuration contained a Samsung 256 SSD. They sent me a Samsung 250GB spindle drive. I spent over two weeks getting switched around from dept to dept, until I received my replacement. A few things I learned.
One tech support guy actually told me the refurbed systems don't actually contain SSD'S. When I asked for clarification, he said "yours didn't have one, did it?"
He then went on to try and "replace" my system with a r3. Only $700 more. He informed me that Alienware tech support is now selling systems. Great.

Anyway, in a moment of clarity, I cc'd Michael on one of the CS emails.
Next morning I had my tracking number.

 

Who is this michael and how do i reach him?

Also, sorry to hear about the situation, its so frustrating.

 

thank you, im just so afraid of destroying a brand new system. ill let you know.

 

I'm sorry, but I find all of this very difficult to believe. Was this all in dealing with Dell US? You MUST be exaggerating somewhere in your posts here...

As for the install, I understand your hesitation, but the only way to learn new things is to try them for yourself. I think you'll be fine just following the guides posted in these forums. Print them out and highlight the steps and number them off so you can go through them like a checklist.

 

Wow. You are a .

How about you FaceTime me and I'll show you the 3 useless Dell units with their boxes sitting in front of me. I'll pull up the 30+ emails on my m11x for you to see as well.

Want recorded phone convos with Dell? I have 3 of them. I have 6 hours total, and that is probably 1/5 th of actual time I've spent on the phone with them.

How about the phone records so you can see the 20+ calls in a 5 hour span because they decided they would hang up when I asked to speak to a supervisor because no one would try to help me.

I have names, dates, departments, call times, emails, whatever anyone would need to verify what happened.


When your first reaction to a company who has a serious history of treating customers poorly is disbelief, you must be drinking too much of their kool-aid.

Don't bother typing the "well it never happened to me response", obviously it's your world, everyone else is just living in it.

 

Here are the pictures, they MUST be fake right?





Hopefully this will hold you over until the polygraph results come in later.

 

Strong retort. Sorry things have been so rough on you.

 

YEA...

I'm a bit heated - that was directed at Tapakidney and not yourself, i appreciate that you were willing to help.

It's beyond aggravating to deal with Dell and come to these forums looking for help, and to have the integrity of my claim be called in to question.

It's bad enough the people at Dell don't believe me, despite having their own on-site tech say to them over the phone "This is really bad, we need to get him a replacement". Then they send me another broken refurb and I have to do it all over again.


If you have sent someone two terrible units already, wouldnt you make sure the 3rd worked?

 

i can feel your pain...i am in Australia...first we pay the inflated DELL AU prices for all computer hardware here...then we get incompetent ANZ AW tech (i don't have recorded conversations..but i literally had to lead tech support to show him what he was stating was wrong....for e.g...oh you havent updated your bios...i said AO4 is the only one there..he says no there is an A07..then the optimus auto vs manual switching..then the update drivers from NVIDIA......etc etcc.) i have 02 NEW AW M17Xr3's with optimus...not working....in my house...because DEll can't figure out if i have one/two laptops...and my money is stuck cuz i cancelled the whole order and built a new one with 6970......it's annoying..thank the lord for my wife who said don't sell the Dv5T till i am satisfied with my current AW...and boy was she right.....

 

...wow.

Based on your reaction to my post, I think I understand your situation a bit better. I am doubtful that you were very civil to the Dell reps you spoke with - I have dealt with Dell for years and learned very quickly that if I am pleasant and understanding with my reps, I get excellent service. If I am hostile and imbalanced, I do not get what I want.

The hinges - do they still work? I believe that broken piece I see is cosmetic. And, while the gouges suck, yes, they are cosmetic as well. As to the invalid copies of windows, are you saying they did not send a disc, and that there is no Microsoft sticker/serial on the bottom of the machines?

As for the hangups and other snafus on the phone...are you calling from a cell phone? Even more...an iPhone? King of dropped calls...

I'm not saying I would be happy if I were you, I just think you're embellishing your story quite a bit. I'm no fanboy, but I have managed to get whatever it is I want with complete satisfaction with 5 different computers over the last 10 years - so yes, it's fairly obvious you're doing something wrong.

 

I knew you weren't talking to me, I just meant your picture proved your point, a picture is worth a thousand words. Kidney has a point though, politeness should get you the results you are asking for (and I'm not saying you weren't polite). I ordered a Dell refurb several years ago, and they sent me the completely wrong computer, a totally different model. They fixed it by sending me a new laptop (I paid for a refurb), with a significantly better CPU than the one I ordered (because what I ordered was discontinued and out of stock). I considered this to very kind on dells part. I've also ordered a refurb from Dell and had it arrive looking like crap. I called and they sent me the parts to fix it. I should have returned it, but Dell did fix it so I cannot complain. Both situations were resolved quickly especially compared to Asus who takes a month for even minor repairs.

Read this...then use the same strategies mentioned to get what you want. Good luck and let us know what happens

http://forum.notebookreview.com/ali...s-warranty-repair-issues-262.html#post7545748
http://forum.notebookreview.com/alienware/456885-aw-dell-ordering-advice-how-save.html

 

Michael is Michael Dell. While I doubt he actually got the email, it was apparent that someone high up did. After waiting almost three weeks, my replacement was shipped the morning after the email was sent.

 

hmm...


I'll pay for shipping if you send the "broken" ones to me...

 

You really want more than anything to believe that it's not possible that a polite person, who allowed dell to use their method for handling a situation multiple times, got screwed.

Its fairly obvious Im doing something wrong?

Again, because YOU have never had it happen it must not possible.

I work in a call center environment, in insurance, in a management position. I know how I should talk to the reps, as well as the fact that they are limited by the standards in place by their company. Thats the only reason I havent flipped out yet while on the phone. They are just doing what they have been told they can do.

That's not my problem.

My problem is the fact that I have allowed them to take the steps they felt necessary, with written and verbal assurance that if they did not yield the results they were looking for - I would be provided with a new unit.

I have two separate order numbers, with dispatch numbers, and confirmation emails outlining the specs of a system I was supposed to receive.

Instead they chose to send another refurbished system, which would be fine if it worked. It doesnt.

I now have 3 systems which dont work.

So I call back and simply ask what had changed since I last spoke to a rep? I am told that management decided I should not receive a new unit unless I pay for it (a solution I had been assured was not an issue) and that I am being forced into a refund (they refuse to attempt to repair the 3rd unit, the first 2 were unable to be repaired).

If you are following you understand that the solution they had for me has suddenly become - if you want it, its going to cost you.

FAIR ENOUGH.

I had a coupon for 250 off, which expired the day after I ordered, so I asked if I could use that.

They said NO.

So I literally did nothing wrong, allowed them to their steps, waited patiently, and maintained a respectful demeanor (despite your own doubt).


You are a troll on the internet - follow all of my posts - Ive only made 30 or so, and you can see everything from beginning to end - thats why I am being a right back to you.

 

@KidneyMctroll I would show a video as well as put up audio of my calls, but frankly Ive already wasted enough time attempting to talk sense to a guy who just wants to be a pain in an internet forum.

You are superior in all walks of life, you are right - I simply yelled at dell without being calm. I dont even actually have a laptop this is just the most elaborate tale I could come up with.


Thank you for saving my soul.

 

I thought mine was bad, Im really sorry to hear you have even more money tied up in this fiasco. I hope it works out for you, and let me know what happens.

Maybe one of us will figure out what exactly we are supposed to do to be helped?

 

yup close to 6000 AU$ ..... now they tell me media kits (AKA CD's of the included software like McAfee (which they forced me to buy...cuz' ANZ clients don't get an option to spec as US customers do) , cyberlink, roxio, fastaccess (which is not d'ld'able even) webcam central.......are NOT to be included in any machine specced with the 6970M....i mean who is buying the laptop....it almost feels like a weird-lease like option where Dell basically owns your laptop and you merely rent it from them...(if i needed an ecosystem like this Apple was better....atleast none of these build-issues..and frankly you don't expect much from them either...and they're cheaper (compared to AW's).. but yup' needed a power-conscious-gaming laptop...i guess if they give me any more grief i recover the money on this laptop and lambaste them....and then go for Clevo or ASUS

oh and before someone thinks i have used this tone on Dell already.....i havent, i have been very patient...but since i am going to be posted rural....and running out of time i am getting desperate.

(PS i am in the medical field, and believe me when i say i know patience....i know what i am talking about.. )

 

CATALAN,

Before you go to the trouble of paying more for a system, you might want to try filing a complaint with the Better Business Bureau. Alienware tech support is completely separate from the rest of Dell. For some reason, I've found that Alienware is like the red haired step brother and gives completely inferior tech support. The best way to bypass this is to file the complaint with the BBB. Dell's Corporate Escalation Department then becomes involved and they really bend over backwards to resolve the issue. If you take this route, I'd really like to hear if they took care of it.

Just as a sidenote, I had a keyboard issue and it took 3 weeks for my Next Business Day warranty parts to finally arrive. The BBB complaint cut through all the bs and I've been told to go through them if I have any other issues in the future.

 

could you give us this "micheal's email addy"

 

Thanks for this info, it's a new angle to try, and sounds like my best bet for a resolution.

I'm definitely going to try your approach, looking into it as I type this!

Thanks again!

 

This is terrible, I wish I could try to get you to the tech support guy I use, but I think he only does North American tech, I'll definitely ask him when he contacts me today.

The general lack of caring from Dell/Alienware has been the worst part to me. I found a tech who really wants to help, he constantly calls/emails me with what he is attempting to do, but upper management just shoots him down. It's not like I had a working computer to start, it was sent broken!

Well I'm definitely pulling for ya, let me know what happens.

 

I don't care what anyone says^^^that's messed up!!!

 

@skygunner27 thanks for the support!

I just received a letter from Dell today with a single packing slip, I called and told them I already sent back all THREE systems and the rep on the phone said I didn't have three.

After placing me on hold for 5 minutes he came back and told me if I didn't send all 3 back I'd be charged.

I swear to god this company is operated by in-bred monkeys.

So I gave him tracking numbers for all 3 packages - which as of today have been received by Dell - 20 minutes on hold later he tells me it'll be 6-7 days before a refund.

I hang up the phone and two minutes later a rep from another department named "Sam" called to tell me my refund should be processed in 2-3 days.




This is the worst customer service experience ever, it's as if no one knows what anyone has said/done.

 

oh jeez!! I have come to find that when you buy new they treat you better. I would send them back all that junk and re-order new. I know that you'll loose out doing that but it's worth it for the peace of mind. I wouldn't recommend a refurb unless you are tech savy enough to replace the parts.
Good luck.

 

That's good news!
Hopefully everything will be over soon for you, buddy and you'll be able to get what you want the way you deserve.
Best of luck.

In this case, sadly, yes. But personally i had only good experience with refurbished Dell laptops (not my AWs, they were new)

 

Thanks for the kind words, definitely makes the situation a bit easier to deal with.


I plan on letting everyone know what the final outcome is, as well as the best way anyone can avoid a repeat.

Thanks again!

 

[email protected]

 

We/you already know what the problem is and how to avoid it.
The problem is you trusted some bozo AW tech to make things right and correct the situation.

The solution/answer is: Whenever you speak with AW/Dell make sure you get an email confirming the build configuration along with the dispatch number. Level 1 techs can put you on hold and get authorization and start the process of a replacement. Level 2 & 3 have the authorization to make this happend. In the future you should asks to speak to a level 2 or if possible level 3. I have had AW/Dell techs promise me the world but deliver a fruit rollup.

In no way shape or form is any of this your fault. To tell you the truth it annoys me to see that Dell sent you those units in such a bad condition. They really need to hook you up at this point. All in All it really depends on the tech you get. I have been hung up on so many times, that now I listen to how the agent anwsers the phone. If they sound to be rude or have bad english then I hang up and call again.

When I call, I call to achieve progress. I don't have time for playing tag and hide & go seek.