Help - m17x r2 refurb nightmare

I just recently ordered and received a m17x r2 "certified" refurbished system. First off it didn't even power on, despite the battery indicator on the base showing full battery life. Then to top it off they gave me the wrong power brick (a generic Dell that didn't fit) and the cord that goes from the brick to the wall.


I've been on the phone for 4 hours. I've been hung up on 6 times, refused to have return processed twice, talked to 4 managers and had 2 separate people make up fake exchanges - to which a later rep confirmed were never processed nor documented.

I feel helpless, does anyone have a recent management or corporate contact? No one will help me, I just bought this 2 days ago!



Thanks in advance.

 

What? They aren't allowed to refuse a return if it's within 21 days.

 

Sounds like the 3 reps that have supposedly "expedited" my order. Only to find out by the next rep that no such thing has ever been done on my order.

When I get my M17X I'm going to wash my hands of Dell...

Unless I have to get 3 replacements first...

 

I know. I actually called them out on it and asked for the reps name and supervisor name, which caused them to panic and hang up.

No offense to anyone of Indian descent or from India, but your god damn service is the worst, I finally talked to an awesome dude named Miguel from Mexico who is hopefully straightening everything out.


I'll prob call tomorrow to find out the conversation never happened, just like the previous 7.


My next comp was going to be an m18x next year with tax money... Not anymore.

 

It's so disheartening.

I'm sitting here just crushed after spending every extra dime I had on a computer only to have it not work, not have the proper parts, and no one willing to help me.

Talked to customer care, customer concern, return specialist, tech support, alienware tech support, new outlet sales, new alienware outlet sales, business outlet sales....

I heard horror stories, but never thought it would happen to me.

I should also note (which is my own dumb fault) that I also lost a door in this whole process, when my fist independently decided that the door had somehow played a part in this whole debacle.

 

Wow after reading your story, Im scared now.... I recently ordered an R3 scratch and dent from the outlet store, I should be getting it next week.........
And I agree about their customer service support in India it is horrible and sometimes I can't even understand what they are saying whenever I try to call about issues with my R1....

 

CATALANOpunch,

Sorry to hear that you are having so much trouble with Dell, but I know exactly how you feel as I had much the same experience with Dell with a "Certified Refurbished" R2, except it had a funky display, and the wrong power brick out of the box..

They send a few techs out to replace the display, and ended up doing it 2x, the first guy knew what he was doing but the lid had a defective sensor in it so it wouldn't sleep, 2nd tech from Unisys annihilated my M17X and I ended up with a system exchange to an R3, but anyway getting off topic.. I went through the same nonsense that you did hung up on, flat out lied too, etc..

Well that's when I had a stroke of genius, why not e-mail the man himself, I was desperate for resolution at this time you see... So I fired off an e-mail to "[email protected]" which just so you know is not his real e-mail... But it WILL get you to a person (still Indian) that can more than likely help you.

I was stuck in Dell Hell with my machine getting the run around until I e-mailed that contact. My suggestion, e-mail them and put it on the line include your full contact data e-mail and phone numbers and any case numbers or DPS #'s you may have. They usually call back same or next day. Tell them what's going on and I would imagine you'll be taken care of.

If all else fails I hope you used a credit card for the transaction, if you did then file a charge back before the 21 day mark. Don't let them push you past 21 days with their stalling because they will.

I don't normally post here but I saw someone going through the same nonsense I was and just had to say something, I really hope this helps you because the Alienware systems are really nice when they work..

 

call customer support to return it. the power brick thing is normal, don't know why they are shipping out with the big ugly ones.

 

I have an m11x r2 right now and I absolutely love it, I saw the 250 off coupon for alienware outlet products and felt now was the time to get an awesome upgrade.

I recently spoke with a few guys from the costa rica office for tech support, I have someone coming this week to replace the majority of parts in the computer.

This is what they are replacing-

LCD screen
Case (actual case for the laptop)
Motherboard
Graphics card
Ac adapter
Ac plug

Overall the total for parts is about 1800, which makes me feel good. The rep said if it still doesn't work then he will exchange and get me an r3. The big features for me personally were the blu ray slot loader, ssd, and aluminum case (ive heard the r2 are a bit more durable). I wouldn't be opposed to a nice new sandy bridge though, as well as a better graphics card (possibly xfire if I cry hard enough? Haha)

I'll try emailing direct if the next repair doesn't go well, it just sucks as I am supposed to do a few small presentations at E3 coming up in a week, wanted a nice new 18" gorgeous beast to do them on.

 

The problem was customer service had been hanging up on me and refusing to do anything. I documented as many Indian names as I could decipher/or was told. In 4 hours 6 customer care reps and 2 supervisors hung up when I asked why they wouldn't help me. Didn't yell, didn't swear, was polite and just asked.


I used to work in a few different call centers for various industries, it's insane Dell reps can get away with this.

 

Hopefully yours is ok, if not let me know, I have a few good contacts at Dell now in tech support, people who actually want to help.

 

Well happy to hear that they are going to make it right, the average wait time for a new system is about 15 - 20 days anyhow, I should know I just went through it.

I really hope they can get your laptop up and running the R2's were great! I'm loving my R3 though but I share your concerns over the built quality, over all it just feels a little more fragile but honestly that's what Dell Complete Care is for, I break it they fix it or replace it.

I had an M17x R2 with 5870 Crossfire and a 740qm, and this R3 smokes it so if you do end up with a replacement system you'll still be happy with its power even if it's a single video card system.

And one more thing, if experience with Unisys (Dells Onsite Tech company) has taught me one thing, you have about a 50 / 50 chance of getting a new Alienware when the tech shows up, the dude will either be spot on, or will mangle your system beyond recognition (my mileage so far).

I really hope they can fix your system up though and they send a good tech, the R2's are fairly easy to work on so if the dude got no clue what hes doing look up the service manual on Dell's support site and kick him out of the way lol All you need is a plastic stick (if you care about your paint) and a phillips #0 driver.

 

Awesome, that makes me feel a bit better knowing if they can't do it, they actually have provided a new comp to the consumer.

I'd be totally fine with an r3, the big things for me were the ssd (mine friend has one in his m11, and the difference between ours is night and day) and a bluray drive (all my movies are now bluray, so If I want to watch a movie, that's what I got).

I've heard a ton of great feedback on the new sandy bridge, and the new video cards are more powerful, so it's pretty much a win/win scenario.

Time is just the issue now, I hate waiting to use something I paid over a grand for, makes me want to ape-.

Thanks for the response again!