Customer Service Number that actually gets the job done?

Hi everyone,

If you have been following up with my Blu-ray thread, you will have noticed that all heck as broken loose. Does anyone suggest which area of customer service I should contact regarding my issues with my M15x? The short of the story is this: Needed my blu ray replaced, it was replaced, but now the laptop does not work at all, and they want to send a motherboard, ram, processor, and another blu-ray drive. I believe that is totally unacceptable, and no one from whom I have contacted is willing to help me. Would love some feed back. Thanks all.

-Mel

 

You need to go through Tech Support - if you reach out to Customer Service they will direct you back to Tech Support. This is the process Dell uses. I suggest:

1. Allow them to perform the service they feel is necessary. If they botch it, you have even more to backup your case for replacement. If they do botch it and you encounter issues or you dont want to deal with it:

2. Contact Tech Support via voice line. Report your issues. The Tech Support Rep will create a case #. Document this. Work with the Tech Support Rep if they ask you to perform any troubleshooting. Be polite but also persistent.

2. If after troubleshooting, you feel your aren't getting anywhere - and are still at the "no one from whom I have contacted is willing to help me" stage, then use the Unresolved Issues link on the Dell main page (be sure to access the Dell site for the country you reside in as they have different Escalation departments).

Once you click on the Unresolved Issues link @ the bottom of the page, select Technical Support and re-cap the issue along with the case# you received when you contacted support. Once you click the submit button, Escalations will typically contact you within 24 hours.

A shortcut to this would be if you already have a case# from the last service call and can provide it. If so, bypass step#1 I listed.

Be sure to document every contact with Dell - be it email or voice call. Keep your own case log. Note what was discussed, names of reps spoken to, etc.

One thing to keep in mind, now that the M17x has been out for several months, there are most likely a surplus of returns/refurbished units. Replacement systems are typically refurbished systems unless a 'new' system is negotiated at time of replacement. It may be better to have the service call done instead of a refurb system being sent out. Refurb systems are "like a box of chocolates - you never know what you are going to get". Granted if the refurb is toast due to the previous owner OCing the blazes out of it, Dell will still have to deal with it - its just a circus. Just a thought. For a recap of how Dell is has been dealing with system replacements see this thread (lots of pain there with the M1730 owners): http://forum.notebookreview.com/showthread.php?t=426693

Hope this helps.

 

Thanks batboy..it just bugs me that these techs down here in Miami do not know how to work on alienware and now I have a dented case due to this. I had a feeling you would say that I would have to continue with support instead of customer service. I already told them if they botched up this job on my m15x that I want a NEW unit no matter what. Thanks again for the pointers.