Received Outlet M17x R2 -> HORRIBLE & RIDICULOUS CONDITION

A tech just left after attempting to replace a faulty BD-ROM in my rig.

While putting the laptop back together he even managed to scratch the lcd screen......

Well to my surprise after he replaced the faulty drive, the laptop no longer posts.

To make matters worse he cant figure out what is wrong and suggests I send it in to the depot to get fixed.

After the tech left I contacted Alienware and explained the issue. They stated they were aware of the system issues I was having due to the tech calling in.

Well, while I had them on the phone I expressed my extreme disappointment in the quality of service I received. I explained to them the laptop was functioning perfectly before the tech arrived to my location.

Needless to say I have to send the laptop in to get it fixed and the tech will be reported.

Oh how I'm beginning to loathe Dell.

 

Why dont u demand them to send another tech? they tried to make me send it to the depot too. And I was like hell no my warranty is NBD!! I think they are DEFINITELY trying to lower costs man.. Think about it..

I would have them send a tech to your place since it may be quicker.

Sorry bout your experience. I hate that too.. Whenever I get my Adamo 13 fixed, I have to tell the tech what to do each time since they dont know what to do with it...

 

The dell tech in winnipeg, shes a big slob just stankin of cigs and smelt like hog and literally dripped sweat all over my baby lol and quite obese ( am talking at least 340-400 pounds) I have nothing against big people just if your going to get a tech at least make sure they have good hygiene. She came out to do a screen replacement and pretty much bent the crap out of the back cover and for got to put screws back in the behind of the LCD now its hanging to one side and to top it all off she broke crossfire and my dvd drive doesn't eject dvd properly any more. When I spoke to dell about the whole situation and told them I want a different tech and they where about to send the parts for servicing with a new tech, well guess who called me the next day for the install, that's right it was smokey the hog, I told her not accepting the repair called dell back and demand a new unit or my money back, so they sending me a new R3 and am just going to sell it, dont want the hassle of dell techs and support anymore.
I was on the phone for 4 hours to get a replacement on a less than 2 month old unit.

I ended up getting this config:

I7 2630
6990m
1080P
1.5TB HDD
8GB ram

I swear I have a new gray hair showing cause of this issue and am only 26 lol

 

LOL

Dude I know exactly what you mean... I got this guy with the similar description trying to fix my Adamo 13. I was sooo paranoid.. It was alright though.

Please let me know the day it ships. I just want to see how long it usually takes to ship out.. Thanks

 

I agree but I've simply lost all confidence in Dell Techs. I could've easily replaced the drive myself.

The tech that attempted the replacement must've gotten reprimanded by Dell cause he has attempted to call me at least 4 times since I contacted Dell to express my displeasure with my service.

I made it very clear that if they don't fix it to like new condition I do not want the laptop. I will be returning it.

 

i know hwo you feel! i got an epic steal of teh outlet. 5870's 920xm... for 1280 including tax! :O
but the CF cable was disconnected, teh bluetooth antenna was broken and there were crews missing! dell sent me an m17x3 and after some complaining i got these specs:

2820qm
8gb ram
w7 ultimate
bluray
580m
1080p

all in all the cost was about 3,200 and i only paid teh outlet 1280!!!!!!!!!!!!!!
so just complain!

 

Did dell give you option to choose before sending the unit? How recent was this?

The cost of $3200 doesnt matter. They can charge that spec for $1,000,000. The price they charge isnt the point of comparing. I think all in all the gpu is better, but the cpu isnt due to oc not available

 

I plan on doing that. As much as I like the R2, I would accept a replacement similar to your rig.

 

Actually, I have both a 920xm (M15x) and a 2820qm (R3), and the 2820qm is the wheel horse in most situations. It cannot compete in very short term uses (i.e., wPrime 32M), but it can hold its clocks for longer (i.e., wPrime 1024M) with much less power and heat, which allows most systems to operate at a higher overall level.

 

IS there ANY way I can have them process this faster rather than taking up to 15 days? If they dont have stock now, the odds are they wont for the next 2 weeks..


I was just thinking about this today and I just suddenly realized how ridiculous their service is. It is their fault that I need a replacement realistically speaking and I need to wait up to more than TWO WEEKS to get my laptop???? Just because they want to find something with the EXACT specs? (literally wont even compromise on 70gb bigger but slower HDD...)

They can't be serious.... Their changed policy is RIDICULOUS. And support is too shallow. Sure it offers NBD and complete care, but its CORE is missing. Not to mention how they were trying to force me to send to depot to save costs on their side..

Its like going to a restaurant with great interior and great selection of different menus, but food tastes like ****. I guess this is why overall people like Apple care. (cant believe I am saying this..)

 

so anyone know how to make the process faster??

Anyone???

I am constantly refreshing my service request number every 10 minutes literally.

I need my rig...

 

Honestly man the best thing you can do is keep calling and basically pressuring them.

The waiting game sucks.

 

Will that get me to the "escalation team"?

I dont think that any AW users should to go through this process.

The waiting game is literally non sense..

Anyone have experience of literally calling them EVERYDAY?

 

well i got my m17x r3 3days after i called them, they wanted to send it to a depot.. i told them to off. i just ed about school and how i cannot be with out a computer...

they sent me this BEAST quick and i think its better then the r2.... perhaps not the screen... but over its much better.

call and say that teh executive services told you that you should have this order expedited... they will get scared and work 5x as fast... TRUST ME!

how do you think i got the 580m and teh 2820?

 

Just called.. Transfered TWICE to voicemail... In the third time he was checking something and put me on hold for 32 minutes..... I got so pissed I just hung up. I think he just forgot about me somehow..

Their phone system is beyond horrid.... If their support is as near as that of bank of america, their stock would shine light.

Im just really angry right now. I will call again tomorrow and tell them about the urgency. hope this would work...

What was before and after spec of your M17x?

 

m17x r3
2620qm
560gtx

after about 1hr on teh phone they send me a new r3 withe all teh goodies and teh 2820qm and 580m... perhaps i will complain and get the 120hz screen or maybe get a 2920xm... we'll see how it goes.

but again, just complain! dont hang up! i was put on hold for about 35min too but if you just hold on they will work with you. also compliment them... idk why but they help you alot MORE! say things liek your very helpful best agent ever, i will do he survey in the mail etc.

you may not get the 18x... but try to go for a decked out r3.
the 3200 pricetag may not matter but the fact that i got it for 1280 sure does lol

 

thats good and fast.. im assuming u bought it new right?

They are "waiting" until a EXACTLY the same system pops up in the inventory.. This is very very inconsiderate of them. When I asked, they said they cant even get me a HDD with 70gb more storage, but slower one because like i said, they will wait until the exactly the same one pops up...

 

no i didnt buy it new. they send it out as a replacement. but it is new.
ask them to send you an R3 as a replacement, or that you want a refund... they hate to give refunds so just haggle and you will get an r3 faster. after u have the r3, call back and tell them ur rig isnt up to spec. ie 2630 vs 920xm and 560m vs 5870's... then ask for the 2820 and 6990/580m...

stress the upper level management told u to call, like i said executive services and such.

 

thanks for letting me know.

1) I really really do not like R3 due to the design.. Its personal... and I realy want/need dual graphics set up.

2) I dont want to refund.. I bought this refurb for $911 pretax with i7, dual gpu, nebula red + 1200p, 8gb, bluray. So yeah....

im on the phone right now explaining the situation. I will see how it goes..

 

On one hand I feel you, because I understand how frustrating Dell support can be. But like you mentioned above, it's your choice not to refund, so you're going to have to put up with the 15 days + horrible customer care. You can't expect to get a $911 laptop and then get a free replacement for it that easily; you're going to have to work for it

 

soysauce:i guess that yea..

**A VERY INTERESTING FINDING:

after over an hr on the phone, the agent at the SRS cancellation department (deals with replacements) told me that:

ALL SYSTEM EXCHANGES (that are refurb, not new) ARE BUILT FROM SCRATCH AND SENT TO US.

This is very new to me.... My friend from high school got a replacement in about 1.5 business day... and received order number within 24 hrs so this is not true.....

They are saying that they are trying to give me the exact spec, like i said and thats why they are building this from scratch.. But if that is the case, why did other people get upgraded components? those older components were still available, but isnt the reason some components were upgraded is because it was pre-built and they obviously couldnt find the SAME laptop? im not trying to get some free upgrades, but upset to the fact that I think I am deliberately being lied to... In common sense and logic, building each replacement is not true due to costs, and like i mentioned, why would they decide to give free upgrades of cpu and gpu when original parts are still available? -> cannot be true therefore.

I am feeling a sense that because the cost was cheap (911), they are trying to reduce as much cost as they can and therefore deciding to build from scratch instead of giving me the slightest better parts..

Can anyone CONFIRM that all REFURB exchanges are built from scratch using refurb parts and before being sent to you??

Thanks... If this is a case, it is a very very interesting finding..

 

No idea about that..

But if that are building it from scratch, then hopefully they are using new parts and then you are getting an upgrade in that respect.

Well good luck, and hopefully it arrives very soon .

 

Ok so I emailed michael dell.

hopefully I will hear back from the team...

I am just not convinced that all refurb replacements are being built from scratch and they are causing me unnecessary troubles of waiting...

 

Isnt it a little too soon for emailing MDell? I mean its takes a couple of days to find and ship a system right? DID Dell actually find a suitable replacement system?

Ref. units arent build from scrath, that would be very strange. Did custommer care opened up a case for this? If so you should have a phonenumber or email from the case manager.

MDell is really a last resort if all fails with Dell.

 

thanks for replying.

The reason why I emailed mike dell was because:

1) The agent I talked on the SRS dept. told me that my machine is 100% FOR SURE being built from scratch. he managed to LIE to say that ALL MACHINES refurb replacements are also being built from scratch.

And this will of course make my laptop ship in much later date. So i emailed dell to prevent my laptop from starting the process of building from scratch.

I am thinking that they will see my email and be like: Oh why did the agent tell him that this is true?

And then start working on actually sending something that is pre-built.

And no they didnt even bother looking for something that is pre-built.

I need help with this. The agent is definitely screwing with me and lying and all.

I have a SR# for that specific phone call.

 

The only thing I could think of is that Dell has several R2's with dif. specs. Taking those appart to build one they can send out to you with the same or better specs you ordered.

The thing is it take's time, could take a couple of weeks to get a 100% flawless system if the one they are "building" now has defects. But you eventually will get there.

Did the agant say what the specs would be? Is Dell sending you an R2?

 

The agent did not tell me what model nor specs. But I am thinking that it will end up being R2 with EXACT same specs. or else why would they build from scratch?

He couldnt verify if the building process has started. But it is very much implied that it is yet to be started since no update is made but just the fact that it needs to be build from scratch.

I think it could be either:
1) modifying some specs of the currently pre-built system to EXACTLY match my minimum spec
2) Or just literally building from scratch using refurb parts available.

The problem of waiting/thinking though is that I am not 100% convinced that the agent is fully aware of the current situation. Maybe he saw something wrong and my system is not being built from scratch indeed... like you said and I also think that it will be a very very inefficient and rare case.... why would dell go through so many troubles to test it out, switch parts, and test again to ensure? You know how wrong many dell reps can be also with what they think is the fact...

At this point I know that dell has many R2's available. Just not so sure why they are declining to send me one that is similar. I understand that to meet my minimum requirements, the cpu will prob end up being 920xm since people who got my specs probably ended up buying maxed out, as showed in outlet ones. maybe they are going through all the hassle so they can save a little bit buy giving the exact specs and not even a very minor upgrade.

Hopefully I will hear back from mike to see what is really going on....

How fast do they reply??

 

First thing you need to find out if WHAT is Dell sending you?

Strange that the agent could not tell you that.

 

exactly and thats why I am so puzzled if the agent actually knows what is REALLY going on.

He couldnt tell me LITERALLY NOTHING about the process, just the fact that it is being built from scratch with refurb part.....

I might call back today, but are you REALLY sure that they are supposed to send out pre-built refurb machine for like people getting exchanges?

 

If Dell has ref. systems in stock with the same or better specs they wil send those out yes. Well at least that would make sense right?

If you buy new then Dell will build a new one and send that out.

But some people bought new and got a returned system as a replacement.

Really hard to tell, Dell sometimes likes to play games.

 

you can't outsmart DELL most of the times... but if you know how to ask then they will probably be kind enough to give you a better spec laptop to compensate you for all the troubles. If they sense that you are you trying to outsmart them to get more than what you paid for, they can be pain in the *** to deal with it.

 

exactly. Im on the phone right now and the other agent just confirmed what you said, which is of course true...

she is checkin on the status at the moment.... yes and I will get as much details.. hold on.

And btw thanks for replying to my thread and all... I am really frustrated and I could use any kind of help right now. I appreciate it!

 

yes I agree and thats why I created the thread to ask if my demand would be reasonable or not. im not trying to outsmart um.

At this point, I am trying to figure out what is really going and just more information.

 

Make sure the agent opens a case and send you a email with what you discussed over the phone. So if you have questions you just email/contact that agent.

 

still on the phone right now. so basically:

1) laptop is definitely pre-built one

2) I tried to expedite the process due to the nature of me needing the system, but apparently there is no exception and I have to wait max of 15 days for it to arrive.

3) They are saying that order number will be created which I can find out, but they wont send me details BEFORE the order number is created.. So this means that I wont know what I am getting until it is getting ready to be shipped.... And if I perhaps get R3, I might have to wait for another 15 days... I will see how it is playing....

Still on the phone...

 

Right ...tell them the R3 is not an option because you want dual card setup.

 

yeah i just did lol.

So bottom line is that I am "supposed" to get an email about the specs in the next couple days. And basically I can only wait and there is no expediting possible.

If they offer R3, I will ask for R2. And if they dont have the appropriate R2 available, then I will ask for M18x which I think is a reasonable step.

In couple days....

 

That sounds ok. But you still dont know what you are getting. That was the whole purpose of the call right.

No email by Tuesday call the agent. I have the feeling that Dell does not have a R2 with the specs you want.

 

1) Im glad to confirm that it is not being built from scratch.

2) I agree with the R2 not being available. It might have stock, but like I said, could be with SSD, i7 920xm and so dell is not willing to send it out.

3) I will call on tuesday for sure. I just want to make sure that they are not even lookin into R3 to begin with.

But generally though, for people to know what they are getting, dell needs to first figure out what is available right? I mean like dell wont be able to tell you in just few days of what my option is, or do they?

I am thinking that I might need to give them a few days to figure things out and see the rough choice. My only concern right now is that they might not even be able to HINT at what I might be getting and I will just have to wait for that email...

Meanwhile I am waiting for mike to reply lol.

 

so I got the email back and they are expediting my case. I will hear back with spec details within a day.

This is great... I am finally seeing some speed and the sun light!

 

Great.

I'm following this.

 

she replied again in like 3 mins after I told her about my need for dual gpu and ATI. she said:

Dear __



Thank you for your email.



I am contacting the backend team for the specifications of the order. Please allow me till the End of the Day so that I can get back to you.




--> So i guess this is the email that I will get in like 12 hrs!!!
I am hoping for M18x, but since I am really satisfied with the "Executive Customer Support Team" I will be cool with the R2 of course.

I still have yet to receive it, but I guess you guys are right. At the end, people will generally be pleased with the result and how the agents deal with the case.

No longer having the angry faces on my sig.

 

ok so I called and also got an email.

The "back end team" that deals with sending out replacements said that currently there isnt R2 with my specs available. It is implied that none for something that is VERY similar as mine.

Anyways the rep was kind enough to offer that she will provide update every day with my status. But as of right now, the back end team wants me to wait 15 days basically.

The customer rep told me that she will try to expedite the process, but I heard that before, and there is no point of doing that if the back end team is not willing to send out the system.

I am not 100% sure whether there are any R2s available or its just that there are none that is really similar to mine. Either way, the back end team is being really strict about not trying to give me any upgrades...

I just sent an email asking if there is no R2 available, if they could send me an M18x. I am thinking that if indeed there is no R2 available at all, in a week or so, they will have to send me an M18x - but I highly doubt they dont have any.... like I said they many MAXed out ones that they do not want to send me...

well i will post back when she replies to me question about m18x being a possibility.. but as of right now, it seems like i am back on 15 days waiting... so the michael dell email is basically useless it is just that i am getting more updates frequently...

 

Any news?

10char.

 

Ok so today is the 12th day. I called because I received no update or anything. I talked to the SRS dept. cause Michael Dell's team extension had me hold literally 37 mins.

I talked to the manager and she told me that somehow the "approval" went through only fairly recent (which I know is a lie since I talked to Executive Customer Support Team to confirm it long time ago) so that I need to wait another 5 days.

The funny thing is, she said that there will be no guaranteed even in 5-7 days and that if I don't receive it within that time frame it is just bad luck for me! Obviously the extra days is just to hold me off. I honestly question whether they are working on it in the first place.

So essentially even after waiting 17 days or so till this friday, I will have no guarantee, which means that the machine wont be shipped. And yes she did say that this is how Dell deals with things. Customers just wait and for some reason Dell cant keep the promised time frame, well that is too bad!

I just got a desktop to get basic things working until my system arrives. At this point it really isnt about getting a good working system, but about seeing how ridiculous the company is. I am going to see how long it actually takes and what kinds of unreasonable things they would say until I receive the replacement, assuming that I will. And yes, if mine does not arrive within 15 days regardless, I am more than extremely angered to revive the Dell Hell experience and make an entirely new blog. Hopefully I can let people know how RIDICULOUS and unprofessional the company is. My neighbor writes for Engadget, and hopefully I can make the Dell Hell experience much more public.

 

Wow! You are too patient! If am in your position, i will just demand a refund and tell them that am gonna file a consumer complain on my state. Am sure they will expidate your case! Its obvious they're screwing you up! If You are not satisfied with their service and they are obviously playing with you, you have the right man! Tell that to their faces! Sorry i just can't stand when a consumer is being treated like this!

 

So I managed to wait for another 20 mins for the hold and talked with an agent from Executive Customer Support Team.

She basically said
1) They can't send me the M18x no matter what
2) In the next week if there is no R2 available, they will build a new R3, which I do not want with reasons mentioned before.

At this point I told her that I will then try to have my parts replaced and see if the laptop will work fine. Basically wasted a good 13 days.

Any advice on tech repairing the laptop??? What are some things that tech can screw up?? Please let me know and thanks for all of your inputs.

 

Thanks for the input.

How does the filing for complain work?? What are things I can do outside of requesting to Dell?

If replacing parts doesnt really solve all the problems, I will have to go to that route since if I were to request a system exchange again, I will go through all this process from point one.

 

Filing a complaint with the state is much like doing on with the BBB. You've been given options on how to resolve the current issue, you're electing to try to mooch off the company. Nothing will come of this since they're documenting everything every step of the way and likely recording phone calls as well (which is perfectly legal and a great way to cover ).

I'd have already shipped my system to them if I'd had so many issues. This isn't necessarily a cost saving measure since iirc they pay shipping both ways plus the warm body to service your machine. Also at a depot unlike a local they've got all the they need to do the job, test it, make sure it works, then send it out compared to having enough parts to do the job (likely one of each thing needed) and if one of those doesn't work you're no better off than you are now.

I've had a few customers in my day threaten to contact the BBB when I was working retail. I told them go ahead cause I gave them exactly what they wanted and they got pissed when they screwed up. I was never surprised that nothing ever came of it.

 

It came in bad condition, so just get a refund and move on. They arent entitled to give you a brand new system worth double what you payed. Recieving a bad system hasnt impacted your life at all, maybe an hour for unboxing, testing, then reboxing (to return it). Instead you chose to complain for a new system when you have gone through literally nothing to get it to work. Also dell service is great, bought 2 computers from them and i would buy from them again. No other company would just come over to your house and repair parts that dont seem to be working (which btw u didnt get them to do either, you just thought u were automatically entitled to a new system)