Onsite Tech Nightmare, Still Unresolved

I apologize for being so lengthy, just need all advice I can get

I began having issues with my M17x R1 about 2 1/2 weeks ago, the ethernet port died. The tech support was horrible, I am thinking a foreign country. The guy actually had me put my phone near the port to hear the e cable "click". He wouldn't believe me that the port was dead. When he couldn't fix it, he disconnected the phone (3 hrs into the call). I then called back and they set an appt for an onsite tech to replace the MOBO.

The onsite tech had never tore an M17x apart before. He couldn't get the alienhead and keyboard off without forcing the display for leverage. After he was done, I noticed that the area around the touchpad was loose. In fact, came off in my hands. He left many screws out of there and beneath the battery. That is just all that I know about, as I haven't tore it apart, but I am sure more is missing. Clips were broken and floating around below the keys, scratches on my case, and that is just the beginning of my nightmare. He left with it displaying the black screen because he told me that it wasn't his job to connect my RAID that it was "software".

Now, I have a display issue, video card acts like it is on its way out. Programs are shutting down, it won't recognize the USB or AC adapter.

I called Dell and they told me they would fix it. But, the box they sent is for a place called CTS in Houston, TX. Has anyone heard of them? Am I correct that they are not DELL?

Does anyone have any info on how to escalate this issue? I have spent 8hrs on the phone, 4 hrs with the tech and just want a replaced M17x that isn't screwed up.

 

push for a replacement, I got mine!

 

cts is a laptop repair depot. they should do a good job but its one of the steps on getting a replacement. if not look in the warranty thread.... you can email corp and get it escalate. dont waste your time on the phone.

 

you need to write a very good email and send it to
this is the email for the consumer resolution manager at dell corp. they are the top dogs. if you email them tonight they should get back to you by tomorrow. they are very fast to respond to the emails. also this is how i got my laptop replaced, and im working on the 4th replacement thanks to crappy dell onsite techs.

 

I had something similar happen with my Studio 17. They sent a tech to replace the motherboard because the bios update that was supposed to fix the dps latency issue, wouldnt install. (dont ask me)

about a day later my keyboard stopped working. I raised hell over the tech support chat and through sound logic eventually got them to send me a replacement. I was expecting another Studio 17, and i had my fingers crossed that it would be one with an i7 and 4650, but instead they sent me an R1.

Took some arguing though, i more or less went with the angle that it had been accidentally damaged and when they tried to say that what happened does apply to that, i went "oh so it was done on purpose?!?!"

after pointing out that they would just send me a referb and that they would referb the one i sent back making it no less expensive than repairing it, i got them to agree.

But now i see why they fought it so hard, lawl.

 

bella, please see post#1 here:
http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html for contact options and escalation tips.

Feel free to update the linked thread - posts concerning escalation need to be made there.

Thanks.

 

Thank you all for the info, it really helped. I emailed and got a phone call right away. The escalation mgr actually read my email and was so familiar with the probs that I didn't have to repeat my lengthy saga. I am just awaiting the final build on the new M17x. He is going to email it over and told me to look it over and anything that isn't to my satisfaction, just call him or email and they will take care of upgrading it (I had one of the more exp builds with mine). I should have the new one in a week or so.

 

Bella,

I also went through hell with an onsite tech that knew nothing about the M17X and let me tell you how unhappy I was yet Dell always made it right by sending new parts and especially a different company.

At the end of many calls, many months of frustration, I did get a new laptop and was quite satisfied.

I am sure any other manufacturer would have left me hanging with a half broken PC.

Dell uses third party companies to repair their PCs.