MOST HORRIBLE customer care experience EVER - not the first time!!

Yup, that's how it works with me as well. I'm simply running out of energy to fight these people. Maybe something comes of the filing with the BBB.

 

I've spoken to all the supervisors...so they all know my case and why I'm calling. Because of that it doesn't really matter what supervisor I speak with.

Don't give up!! Keep at it...as of yesterday, I have Dell north american support. It is much easier to get things done that way...but I wouldn't pay for it. When I tell you about the results I'm getting I hope I don't seem like it's a breeze...because it's not...Sometimes I have bad calls that result in hours wasted. Those calls only make me stronger and ready for round 33. In the world we live in today a company can not afford to half step when it comes to customer service, especially after taking my money. I am almost done quarreling with Dell because they have finally gone above & beyond for me. If you would have asked me a week ago if I think the outcome would have been this positive I would have said No!!! You just have to keep at!! You know your right and so do they.

 

Thanks Gunner... I'm still cranking away at them. I just called them today after I waited an hour past the time they promised to call me. Go figure.

Anyways, my new system is to ship out tomorrow. Systems are still down. They gave my case to a new rep and she had no idea about the messenger bag I was supposed to have sent to me. I kept asking about an order number and never got a response via email. So I asked her on the phone and she had no record of it. I had to dig up an old email with the "promise" to send one and then she said she'd make sure I got it as soon as the systems were up and running and she could place the order.

Very irritated that they switched reps without telling me. The other guys is "out of the office" and that's apparently why he has not responded to any of my emails the past week and a half. The good news is that I like the new chick better and she seems much more compassionate. Today was the first day that I actually ASKED for compensation/upgrades. No answer yet, but I will keep you posted.

For 7mo of BS... almost two months without a working machine (not including the several weeks it was broken down months ago), a promised delivery date of the 16th (and I won't get it until a week after that date), they said 7-10 days and it'll be day 16 or 17 when I get it, not to mention that even when I do get it - I won't have a bag to carry it in so it will be stuck at home for another week waiting for their systems to come back online so they can place the order that should have been placed two weeks ago. had they placed the order when they were supposed to, I'd have recieved the bag in just a few days and it would have been here before my machine.

Hey, maybe I'm being nitpicky at this point - but I have every right to be after all this time of fighting with them. I went and made a public service announcement to everyone here and got my thread closed because I thought everything was resolved. It's obviously not resolved and I don't feel bad about being nitpicky over this.

 

I won't even go into the details of my issues as I don't want to bore anyone, but the jist of it is....

Broken promises
Credit fraud
2 faulty systems (2nd one - a brand new order not an exchange - is a refurb...)
Replacement hardware "ordered", but never sent
Replacement (exchange) systems "ordered", but never sent
Refusal to reply to email/calls

I've given up dealing with reps.
Before reporting to the BBB, I decided to submit a report using the "Outstanding Issues" form for Canada

5 days later - 5 reports later - I have yet to receive a response from this system which promises "By submitting this form, a Dell Support Specialist will contact you within 24-48 business hours. We're here to help!"
BBB Austin has their new server installed, so their webform is now back online. I'll be reporting to them if there is no satisfactory action by 9pm EST today.

 

I'm very aggressive when it comes to checking the dell site/emails to not let too much time go by from empty promises. When a agent tells you that they are placing an order...it does not take days/weeks. It's instant!! You get 2 emails about 10 minutes apart. If this does not happen I'm on the phone within 2 hours. I always call in the mornings so that I can expect the item shipped or item processed by the next day.

The best way of dealing with Dell/AW is to get an email confirming replacements/promises/agreements. Then get a supervisor to do the Alien Contact and show them your confirmations....I've gone so far as to highlight using my cursor over the text of broken promises with the supervisor reading my screen. Do you know how much leverage that gives you in your case? A lot!!!

Most of the time the agent doesn't know what you've gone through even though they have a brief description in front of them....why not show them? Don't be afraid of the supervisor!! Because that is really who you need to speak to. Once you get a supervisor to understand the situation and they notate your account with a resolution you can agree on, then your half way there.

There will be obstacles from the time the supervisor notates your account until your issue is resolved, but if you use that as referrence you'll eventially come out on top.


I know it's annoying an tedious!! I'm living proof that Dell can make things right.

 

Try the BBB of Central texas... I got results in 48hrs. Of course, once I agreed to go down quietly I was put on the "ignore" list again, lol! So don't settle until you have what you want IN your hands. Try this link.

Home - Austin BBB taht may be the Austin BBB, but I was thinking they had several offices. Worth a shot. If you need more info - shoot me a message or email at [email protected] I'll help any way I can. Gunner down there is right though - just gotta stick with it.

The problem with this is that it's not always in writing. They tell you stuff over the phone and then say "let me call you back" or "let me put you on hold" and then they hang up on you. YOu know all about that though. It takes awhile to learn to get EVERY conversation and agreement in writing. Whatever they say they are going to do have them email it to you right away and DO NOT hang up the phone until you have that email in front of you stating what their intentions are. Had I done this from the start - I'd have their butts on a silver platter with all the lies and broken promises.

Hopefully this new chick doesn't blow me off. I will not stop until this is settled and neither should anyone else.

 

I always get an email with what I'm expected to expect before I end the call. I also ask them to notate my account so if I have to call back, it's there in writing. What's so annoying is that they ask for a number incase you get disconnected and when you do they don't call back....lol. I learned back in February to get emails confirming everything, when I repeatedly told them not to send me refurbished parts for my brand new R2 and they did anyway...that was enough. Do you have the M18x messenger bag confirmed in a email? If so, then it's only a matter of time. Keep at it and hang in there....

 

Ok this is really pissing me off. Tried to chat with alienware support, and he said they only did sales, so he sent me to technical support, but when I insert my service tag it says Alienware only supports over the phone.
I don't have a phone at the moment (broken), but I need to return my laptop. Any idea how to do this? I'm considering putting in a fake service tag just to get in touch with those idiots.

And on top of all this; The support pages are really really slow, like it takes 2 minutes to load 1 page. (Their sales site is fast as ever though)

Edit: Gonna harass sales until they either help me or put me through to someone who can. I bought this laptop from Dell, so I expect to be able to use Dell support.

 

Gunner, yeah I did save the email saying I was getting the bag. This new chick is handling it. She sent me confirmation email today and is supposed to get with me tomorrow. It still does nothing for the many wasted weeks/months of my time though. Honestly, at first I just wanted a working machine but I'm so irritated now that I feel they owe me those 6-7 months back one way or another.

Ugh, phone is the only way to go man. You're gonna have to go to a friend's house or something. The online guys are tough to deal with. I wish I could offer you a better response but I can't. The only good thing about the online chat support is that you can save all the logs and have proof of how they treat you. That's why they're not much help though I guess.

 

So while speaking with a Supervisor and a lv2 tech in conference call I was told that submitting an outstanding/unresolved issue report just sends it to a supervisor in either tech or customer care (depending on nature of the issue) lol. No wonder they were not responding to them.

6-7 months and all you want is a bag?
(This was not via email, so there are no confidentiality clauses)
I'm getting upgraded to:

i7-2820 (original order was i7-2630)
4-year complete care / accidental protection warranty (original order was 2year adv)
partial refund (4th partial refund)
Written promise from tech manager (located in costa rica) and Lv2 tech (also costa rica?) that I will receive a 100% factory new system in the exchange - no refurbs

Was also already upgraded from gtx 460m (NON-3D) 1080p to 6970

...and I haven't had to even specifically ask for any of this.
of course, I have yet to see the physical hardware arrive at my door, but time - and as many more calls as is required - will tell.

 

I'm glad to hear that things are going good. You'll feel different when you get your new bag and M18x. The next time I buy a PC from Dell I'm going to use my credit card that has lemon protection so I don't have to go through all of this with Dell/AW.

 

I recommend removing your free upgrade info until you have received the upgrade. If someone is going through what you are they may use you as an example to further their case hindering your case. It's also against their ToS. It's really up to you.

 

LOL! Nah, I wanted a brand new machine without a bunch of refurbed parts. They couldn't offer me a new R2 because they no longer make them so I said I wanted an M18x... and since my R2 Messenger bag will be garbage to me because of size, then I said I wanted a new bag too. Really, it's not too much to ask for though at this point they should be giving me a machine AND a full refund as an apology.

 

Truth.
10char

 

Yeah I'm getting a new phone before the weekend, life is hard without it, gonna call them first thing. Anyway, ordered a new Alienware from the outlet, WITH the $250 coupon, so when I return my old one, I actually profit from it. (Unless they charge a restocking fee, but that's not something I'd dare them to do at this point.)

 

Well, I checked the status today and it finally updated to "shipped" a few minutes ago and will be here tomorrow. The place it's shipping from is only 3 hours from here.

Anyways, I still would like to request that this thread stay open as I am still in communication with Dell over the resolution and still waiting for "promised" items. Plus, I want to test this machine out and make sure it's going to perform... if there are any problems, I'd hate to have to start another thread - prolly be much easier to keep posting here.

Anyways, I should have my machine tomorrow and it will probably take me most of the day getting it set up the way I want it and testing it out. I wish I could be excited like I used to get waiting for a new machine... that nervous excitment... just can't do it anymore with all the problems. My stomache is in knots hoping they didn't send me the one machine that fell off the bench or something stupid like that. That seems to be my luck these days.

 

I honestly lol'd at this

 

Lol, yeah... I guess what makes it funny is that I'm serious!

"OOPS! I dropped this one boss!"

"No problem man, just put it back together and ship it out to that Mavericke guy!"

"Oh good idea boss! Then we can watch his post on NBR and eat popcorn and stuffz! Woot!"

"I think you deserve a promotion!"

"Ah gee boss, thanks! Watch this!" *smashsmashsmash*

"You'll be CEO before you know it, son!"

 

LOL I really hope you don't get this one

 

Well, I got the machine today. I will write up a more detailed description on the m18 boards but here are some early details.

First off, it looks amazing. Better packaging this time. Better mousepad. The color is a bit different... they're both black from the R2 to the m18, but the m18 has a bit of a purpley tint in the right light. You'd have to see it for yourself. Anyways, it looks great. All the talk about the horrible screen is rubbish. It's actually a really nice looking screen. Of course, the resolution isn't as nice as the RGB, but color-wise, the difference is minor in my opinion.

Now the bad. Yes, there is bad. First off, they installed all the freaking games they offer! Iritating. I don't play WoW or Eve and I don't use Steam either. I'm sure they thought they were doing something "nice" for me but I don't want that crap on my machine. Not a big deal - I can get over that.

What I cannot get over is that they didn't set my system up in RAID 0 as requested. Why do they do this to people!?! This happens ALL the time. Why should I, the buyer, be forced to sit in front of the screen and spend hours setting my machine up when I specifically ordered it a certain way. Again, I could get over this eventually, but it still ticks me off all to hell because I didn't notice it until I was halfway through getting it setup to my preference. Grr!!

Lastly, my machine has HORRIBLE keyflex. I haven't seen anyone else complain about this on here so I'm guessing that either these people don't mind a quarter inch bubble on their keypad... or I was the lucky one that got the crap-builder that didn't seat it right. My guess is I got the crap-builder. Bah.

Still... so far minor problems. I will keep you posted. I still have not recieved a response or order number regarding the messenger bag.

 

To me it sounds like you got a winner considering what else could have gone wrong. Congrats!!! You earned it!! Keyboard flex can usually be fixed by looking under the keyboard...sometimes they forget a spacer/pad/sticker. I think HDD's in RAID 0 is lame. I never saw an increase with HDD's in RAID 0 or SSD's in RAID 0. I also don't think its worth the risk if one HDD fails. My unit came with 2 Sammy SSD's in RAID 0. I removed one of them and added a 640GB Sammy HDD. Now I have a complete Samsung storage solution for my M17x. I couldn't be more pleased. I can't imagine a system faster than what I already have with this SSD. My 256GB Sata III SSD came yesterday in the mail for my M18x. Now all I have to do is wait for my M18x to add to my AW collection

Congrats again!!!!!

 

Yeah just spent some time on the phone and of course set up the RAID 0 and waiting for everything to fully reload. They're sending out an onsite tech to fix the keyboard and NO compensation for all the troubles. Very frustrating - but what can you do, right? As long as the dang thing works correctly - I'll be content... and as long as "other people" who got awesome compensation and a way better build don't rub it in. *cough cough*

 

Just FYI when they send parts for a onsite etc it usually says "refurbished" that doesnt mean the part is refurbished.. They have to say that as they are in the process of refurbishment. I use to work for a consulting firm and have sold plenty of laptops and desktops from all major companies. I have seen factory sealed parts have a "refurb" sticker.

Also I am just curious about you.. I see you got a M18x replacement assuming because you had troubles with your old system plus you had a hard time with support. Why are you keeping your old system, if its broken then why do you need a replacement?

Theres two reasons Im asking .. for one if your system isnt broken and you are just complaining till you get a new system for free that isnt fair to other customers and raises the costs of new system.

The 2nd reason Im asking is because there have been several times where a rep mentioned keep the old one but their policy states to return it. They still will bill out for it as a third party handles that.. Again I use to deal with a company that sold Dells and HPs, my boss had "lets do lunch" relationship with his reps. I personally never have see them tell a customer to keep the old system when they are sending them a brand new system to compinsate for tech troubles and service problems.

Also to be quite honest I think this is sending the wrong message to customers. Dont get me wrong I am all about getting compinsated when its rightly deserved but this is starting to feel like its manipulating and playing the system. If this is done in excess that could cause legit complaints to get ignored or exchange policies to be tightened.

Please forgive me if I am wrong, I am just looking out for honest customers.

 

Believe me, there's more going on here behind the scene's than what's on the surface. I have neglected to mention the specifics because of Dell policy's. After what I've gone through I should have ten free M18x replacements..

 

For those that read to learn there is some advise I'd like to add to help you get your refund or exchange. It may sound silly but if you desire a refund or exchange be prepared to go war with dell. In any battle, to win you need strategy and all the advantages you can get. First, pay with a credit card (CC). If you pay with CC at anytime you are not satisfied with dell call your CC company and file a claim. In two business days time your card will be refunded the full amount. Dell no longer has your money, giving you the advantage. You have both the money and the product, they will call you! No more waiting on hold and endless transfers, straight to dell resolution center. Know and understand your warranty because dell will counter the claim you made to your CC and if you haven't complied then you just dropped the ball. For most this requires doing remote diagnosis and dell acknowledging a problem. Write down everyone's name, employee number, your case number etc etc. Document everything. Important to stay a step ahead of them. Within the first two weeks anyone, regardless of skill level, should have done exactly what jywang said earlier (page 3?). You will save yourself and dells time by troubleshooting it yourself and gain the respect of the tech which is better for everybody.
For those who feel you spent a lot for the best, you should't have to... you are just asking to become anothers prey. Today a corporation's primary concern is profit, not your satisfaction, although they do want both. Do you all remember the ford pinto? ( Ford Pinto - Wikipedia, the free encyclopedia read allegations and lawsuits part) I speculate, somewhere at dell they crunch numbers and decided it is cheaper for them to take each and every one of you head on, just like ford did with its design flawed pinto. And the whole India customer service thing is probably done to purposely create a language/cultural barrier that frustrates troubled consumers into accepting dells solution (which from reading this thread several of you have done). Do not give in. Never surrender. Never settle for less. Do not wait 21 days to take action you lose your leverage. If they still do not comply file with BBB . But at the same time, like DeeX said, do not exploit the system, you just make it worse for everyone else.

 

Very well put TimmyJay, like Gunner said.. lots going on behind the scenes that we aren't allowed to discuss. I was not able to keep my old machine, but if I were able to - yes, I'd keep it. At the present moment, it works but it is still missing the second Vid card. It is has unintentional scratches from the onsite tech and it is full of refurbed parts. So sure, it works - but it's not what I paid for and it's nowhere near a new system.

Also, I'm sure some places label new parts as refurbs for purposes mentioned above... but in this case, my new parts are shipped directly to me with packing information, labeled as new and in the original packaging. When they send the refurbed parts they usually go straight to the onsite tech, they're wrapped in styrofoam wrapping and labeled as refurbed.

My first machine had problems by week 3 and had refurbed parts by week four. More refurbed parts for several monsths. Finally I got a replacement and in two weeks it bricked and by week 6 every major functioning part in the machine was refurbed. Unacceptable. But sure, it works. It's just not what I paid for. I paid for a brand new machine with a full 1yr advanced warranty. I've been battling for almost 7 months.

The newest machine was an m18x and I've had it for two days and I'm having HDD issues and the keyboard is being replaced next week. Dell is just... I have no word for them that I can use in these forums.

This is not a "oh woe is me" story. This is for educational purposes. I'd have returned the system if they would have allowed me to do so, but my first major issue was literally right after the 21 day window so they stuck it to me and I'm still fighting. I did file with the BBB and I've updated them and YOU on everything that is happening. Maybe I'm unlucky to have recieved these pitiful machines... maybe the product is just junk... regardless, they owe me swift, clear and concise customer care. I have not received that since I made my purchase almost 7 months ago.

Read about the details of the m18x and the problems I'm having with it (as well as the good) right here with "The Good, The Bad and the Ugly".

Trust me, I'd rather have just had my initial m17x-R2 in working order 7 months ago. I've been losing out on money because I can't do the work I need to do without a machine with the specs I ordered. My phone bill has gone up. I've wasted HOURS... DAYS of my life. It's ridiculous. They should be giving me a full refund, a maxed out m18x and a written apology from their CEO. THEN and ONLY then would I ever have anything good to say about them. Obviously, I'm a dreamer and Dell sucks. Sorry to say. :/

 

Couldn't have said it better my self!!!

Has anyone here ever heard the saying "Time is Money"?

Well it IS!
It's a real shame that I understand the Dell/AW dynamics at work here like the back of my hand.

Do you guys or gals, think I know this stuff for fun? Since January I have been on the phone battling it out for what I believe is right. I've been on the phone for over 72 hours total. I have pissed off family members by constantly speaking to foreign customer service, trying to get what should have been given straight out of the box. Half of those 72 hours were spent on hold. I have been hung up on over 40 times. I have been disconnected over 6 times in one day.

As easy as it was to place a order with Dell, shouldn't service be just as easy?
I think I deserve some compensation here!!
If I told you people how I was compensated you'd think I'd be lying. Lets just say that after all of the hoops I had to jump through, Dell and I are on great terms. Dell/AW is a company that serves the consumer. If you keep at it...they will make things right. I would love to blurt out what they did for me, but at the same time respect their non-disclosure policy....and even if I did it wouldn't make a difference because everyone is on a case by case basis.

I really don't think it's fair to stop a CC transaction after you have received the product because of service/quality.

Regardless of whatever you(forum) believe, this is how the story is suppose to end.

 

Now, I just wish that I would get similar results

You've been going through it since January... I started in November and I've gone through the same crap. I never thought to add up the hours I was actually on the phone. I keep saying I'm going to pull up my phone bill... but I think the wife will divorce me. I don't think people realize what this kind of thing can cause. Time is money absolutely. I have much better things to do with my time than sit on the phone with Dell. You know hard it is to take care of two toddlers and sit on the phone with Dell? How frustrating it is to get disconnected a dozen times a day?

How about the person that helped finance the machine for me because I promised I could make money with it because my previous machine was destroyed. Of course, I've been making the payments every month, but I promised to have it paid off in 6mo. I can't do that if I can't make money with my machine. So now I'm also paying more interested and losing the respect of a good friend because I broke a financial promise.

How about the fights with the wife because she wants/needs me to do something and I'm on the phone with Dell all day only to get disconnected or rudely hung-up on? How about being stressed and cranky and not felling like being around people because you've been fighting all day with a company that practically stole your money. You think it's easy to get up after 6 hours of being on the phone and getting nowhere to just smile and make dinner and have a relaxing evening with your family? Nah, because your wife is pissed that you've been on the phone all day dealing with a machine she didn't want you to have in the first place and racking up the phone bill. Your kids are frustrated because you're screaming at them all day to be quiet so you can TRY to understand the reps from India.

Not to mention everything posted in this thread. Don't judge me till you've walked a mile in my shoes... or tried using one of my Dellienware machines for an hour and sat on hold for the next 5 hours trying to get things worked out.

I'm not trying to be rude at all. I'm just expanding on Gunner's thoughts with my own. This stuff sucks and it cause alot more problems than what most people realize. I'm not a rich guy with a bunch of cool toys. This was my one thing for myself and it was alot of money. Yes, they screwed me. Yes, I am upset and yes I demand compensation for this mess. After everything I had been through, I was going to let it all go but then they send me a machine with a jacked up keyboard and the wrong RAID setting that's taking up over 100G of space and they say "sorry". Sorry doesn't freaking cut it anymore.

Ok... rant off. Sorry, I really try not to let emotions get the best of me over a material possession especially on a freaking forum, but the fact is that I am beyond upset. No one should have to go through all of this.

 

I agree that there is alot of crap going on when it comes to support..(but not always) I agree that there are many defects and problems that have come off the line and have even experienced some my self. . (but not always)

However at this point I dont see a point of this thread and I think its more negitive then positive. This is going to encourage people that has even minor issues to get the wrong idea and take an extreme approach.

If I were a mod I would close this thread. I've seen threads closed for less.

Besides it feels like this thread is going around in circles.

Again this is coming from a person that has gone through a lot of BS myself.
Im just humble and fair.

 

I would have to agree. Ive spent over 8 hours in the last 4 days talking to various tech support people at dell, and they came to the conclusion that the reason that my machine wont charge is that the motherboard is bad. (I personally think they just sent the wrong power brick but whatever). Dell customer support sucks, but being nice and humble goes a long way, no matter how frustrated you are.

 

Well as far as your problem.. I know I dont know details about your case, but usually in a problem like that something on the motherboard is the problem.. unless its the battery. If it was the wrong brick it still would charge. I have charged a laptop with a brick rated less, and one rated more. Usually there are adaptor warnings if it is less, and if it is rated more it simply wont draw the extra power from the PSU. All the times I have used other PSUs they charged the battery.

Well also just to add on these thoughts...two other reasons I state these opinions.

This will start a bandwagon of people trying to get more then they should when they could simply get their systems fixed. Even people with fairly minor problems.

Plus there are the stats that need to be thought of...
There are plenty of people with laptops that dont have problems at all.
When you compare the amount of systems sold to the amount that have problems its alot lower then you think. It only seems high when you are talking to only people with problems.

I have used only Dell / AW / XPS for over ten years and have had my share of problems but also have have plenty of systems that never had a problem.

If people start taking advatage of this when they shouldnt it will encourage the company to be more strict on replacements and warranty claims etc.

This could eventually hurt everyone that needs the services. There are plenty of companies which handle exchanges and warranties waaaay different. Dell seems to be very generous when it comes to their warranty.

 

I've had a pretty tough time with tech support myself. I get the feeling that they -might- know something about computers in some cases, but don't know enough English to understand what you're saying well enough to be effective. I had the same issue when I worked in a college computer lab. Students would ask me a question I knew the answer to, but for the life of me I couldn't figure out that's what they were asking until after the fact because I couldn't understand their accent. Not defending support, obviously. It -is- very bad, but that might be one of the reasons it's so ineffective.

My advice (for what it's worth) is to do as much research and troubleshooting as you can solo and with help from others before you call in, that way you can sort of 'talk shop' with them, which in some cases, when you get a good tech, is more effective for communication. And if they aren't competent, it will quickly exhaust their support manual and force them to either start asking their supervisor or connect you with someone who can understand you. Lastly, be very firm, especially if the conversation is not going well for you. Raise your voice if you have to, but be civil, and enunciate your words as clearly as you can. If you do this it will send the message that you're not just any end-user, and give you a bit more authority in negotiating a satisfactory deal.

Once you've got a deal you're satisfied with (and be reasonable here), have the tech or support agent repeat back to you what they're doing, so you can correct any mistakes before they're final. If it's a new system, have them send you a quote that contains all the specs for you to review. And on things that involve complex, specific details, sometimes its a good idea to confirm it by having them repeat it back to you or vice versa, or say it in code (E as in Elephant, or the military equivalent, etc..), just to double-check the integrity of spoken details, which can get garbled over the phone.

 

Seriously? This thread does serve a purpose. It is educational. I can't believe you could just pop on here and try to tell me that I'm sending the wrong message. YOU have not been going through this for 7 months. You're right the thread is going in circles - why? Because Dellienware keeps screwing stuff up. Why is that my fault and why should I not tell people about my experiences!? You sir are crazy.

Let's talk about being humble... did you read the entire thread? How about the thread where it all started? I've been "nice" for months and it has gotten me nowhere yet I am STILL courteous on the phone. You have no idea what is said on the phone. You have no right to judge or speculate. Again, I say it's real easy for you to talk to me about being "humble and fair" because you're not the one going through this crap - I am.

Again - read the entire thread and then tell me what you have to say. You have no idea how "nice" I've been. You assume that I yell at these people. I should, but I don't. I just don't understand where you guys are coming up with this "holier than tho" attitude and filling in the blanks with pure assumptions.

I hope it does start a "bandwagon" of people standing up for themselves. I'm suprised that a class action lawsuit has not been filed yet. You just totally freaking amaze me man... I'M TAKING ADVANTAGE??? GUNNER IS TAKING ADVANTAGE? How about Dell taking advantage of us? My God man. The company can get as strict as they want but it's not going to stop people from getting what they paid for. It's people like you in the corporate world that make things harder for people out there breaking our backs for a living. How dare you imply that I am taking advantage of Dell? Ridiculous. I don't care about your stats or how many people have great reviews. This is not about the stats and it's not about you. It's about MY purchase and MY hardships. I don't care if my problem is the ONLY problem that Dell has ever had... the point is - it's THEIR problem and they are not fixing it. THEY are doing this to themselves. If they handled their customers with respect and sent out quality products and promptly repaired any mistakes - they wouldn't have this problem would they? Wow man.

Yes, alot of good advice there. It's all been covered in this thread pretty early on. No harm in pulling up to the more recent pages though. The problem is that they continue to send incorrect orders and defective machines.

My only beef with what you said here is that one should do a bunch of troubleshooting before calling in. Of course I do that and I think that most people that are capable do so as well. In most cases this makes sense, sure. But in my case, or for anyone else that pulls a defective machine out of the box, this is unacceptable. I shouldn't have to spend 5 hours blowing out my machine and setting up the RAID that I ORDERED from the factory. I shouldn't have to spend three hours pulling the machine apart on the phone with them and testing every single component whe it's less than two weeks old. Just like anything else - if there's a problem, you take it back and either get your money back or exchange it for a new one. If you bought a PS3 from Walmart and it was glitching out and giving you some weird HDD errors... are you going to spend hours troubleshooting and trying to "fix" your brand new system? Or are you going to pack the POS back up and swap it out? If you buy a new PS3 and the buttons on the controller are all sunk in and improperly seated, are you going to rip apart the controller and "fix" it and risk damaging it further or are you going to return it and get a new one???

What makes this laptop any different? I'll tell ya the difference about $3-4k difference! Not to mention, you order these and you wait a couple weeks for delivery. Several days for replacement parts that are refurbed. TWO MONTHS in my case for a new machine - that's still poorly built.

LOL, c'mon guys! Think logically here... a $400 PS3 out of the box should be perfect. A $4k laptop that was specially built to you specs should be PERFECT and in the rare event there is a problem - it should be solved quickly, efficiently, proffesionally and in a way that doesn't make the customer feel like an inconveinience! Give me a break here guys!

 

This line just burns me up man. You're right... Dell's faulty machines and incompetence can hurt everyone. That's why this thread is still going. You're right they are generous with their warranties... but only after MONTHS of fighting and drama and dealing with MAJOR hardware issues. Not to mention the stupid quarky little bugs that have plagued the last three models (sleep/brightness issue anyone???). Why send out a defective product?

Point is, they wouldn't have to do anything too generous if they'd just fix the problem in the first place. That's all I ever wanted. Did you even really read the thread? Have you been following it from the begining 7 months ago or did you just read the last couple of pages and yet again just assume you know everything that's going on?

 

^^^^This is exactly my issue!! You really hit a homerun with this one!!! I don't think our friend here understands the magnitude of this predicament. I usually don't have issues with my family....but being on the phone all day with tech support and not helping is a big NO NO in my family.

You have got to be joking or want to be employed by Dell. This thread is full of valuable information. There are sooo many AW/Dell customers that are going through this and need support/coaching to get through this. I see through your facade of trying to troll this thread, by getting us to argue with you...for grounds to close this thread.

Not cool

Ok where to begin with these troll posts....out of 14 pages of posts in this thread only 4 times has somone mentioned what they got as far as compensation/resolution. No one here has the intent to get more than they deserve. Obviously we all like Alienware or we wouldn't be here. I personally take pride in owning my maxed out M17x R2(specs in sig) and M18x(2920XM/6970M CF) on the way. It's not your place to worry about Dell being taken advantage of. Dell is a big company and they didn't get here by good looks.


You said; Dell seems to be very generous when it comes to their warranty. Are you serious? Generous? You honestly think their being generous? The reason Alienware provides the best warranty in the industry is because we pay a premium for it!!

Today I extended my warranty for my maxed out R2 for 1 extra year for a total of 2 years. Do you know how much that extra year cost? 299.99USD.

Does that sound generous? We pay for our warranties. That's what this whole thread is about. Our warranties.

Can you please not troll/hijack this thread?
I really don't like schooling another Alienware owner. In life outside of this forum you and I probably have similar likes/dislikes and probably could be friends if you lived by me. Lets just agree to disagree and move on.

 

This thread is temporarily closed, and is under review by the moderation team. Thank you for your patience.

 

Thread will remain closed.

OP/other people wanting to complain - go here:
http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html