Customer care from Dell is a joke!!!!!!!!!

I placed the order of area 51m on 22nd March. and the sales agent promised me it will be devivered in 2 weeks. Ok. leave it. Then checked the order status at 3rd April. Order cancelled!!!!!! called the agent . He apologised for the mistake made by their department (which he hinted may be customer care due to I checked with them for expedition. Seriously? !!!) Ok. kept the order .told him I will be waiting for the order devivered . And after i got the other order confirmation from the sales , I found the CPU was 8th gen i7(my previous order was 9th gen i7+2080+1T raid0 ssd+1THibrid +3 years preminum on site service +3year accidential damage insurance in A$7300 after discount I paid A$6049). And I confirmed again with the sales and he assured me theCPU will be 9th gen i7 (pretty sure it is 9th gen and will kept the factory updated). Ok. kept the order and wait. But this time he assigned an agent from customer care and assured he will help on the update for the order. As the order status didnt update at all on their website. I had called the customer for update. But the custome didnt help at all. After 11th time being asked to cancel the order by customer care,the date arrived 12th april which was the delivery date promised by the sales. And I contacted the customer care on their website with the online chat. The agent from customer care called Siti was showing athe put my order into public segment and said this is no longer their business and I should contact the pubulic department. Put the experience with dell customer care on their community, then got the view around 1000 in 3 days. Then i was asked by the alienware AI Eimi to send my order number to them in priviate message.Msg sent . no reply at all. discussing the horrible experience with the other customers who had been through the same as me. Then I was banned from dell community!!!!!! Ok . Asked them what is going on . sales team apologiesed for what happened bu didnt tell what is the reason caused this banned and mistreated. and I was able to login the community the night after complain. but without permission to put any post. and I found all the post I wrote previsouly was deleted!!!!
Nice job customer care!!!!! The sales told me my order will be expedited again. And after i kept calling them about where is my order, the laptop delivered on 18th April!!! Opened the box! then the 8th gen i7 logo shown. alright!!!! called them and asked what solution they can provide. answered we apologise for what had happened but they need me contact technical support. called technical department they told me it is not their business and I have to contact customer care guys. Who the heck I had just called?Fine !I decided just returned and get the refund. Them I was told the logistic team will come to pick up the order in two days ago but no call msg or email from the logistic guy to tell me when will be the collection until now!!!
no wonder you will lost $60billions . I will stay away from DELL forever!!

Now dell want to deny that I paid for the 9th gen i7 and they did ban me from the community. Great!

 

Issue a charge back as you didn't receive goods paid for and have all the proof you need to settle it with your bank.

That should light the fire under dell to fix as they will be out 6 grand.


Never understood why companies get or have a complacent staff when sales are what drive your company in the first place.

Get the charge back through bank, send the system back if they want it and order via hidevolution. While every company does have its weak moment it seems hidevolution does their best to satisfy the customers' needs

 

Thanks mate. You just do me a great help on dealing with the dell nightmare. I think I will go with metabox instead of dell. As I found I had a high ping consistently (200ms minimum 1900 maximum), I asked solution from dell premium support. They just said they will look for it and no any feedback in 3 days. I just don’t trust dell at all. As this is my third laptop from dell and non of them can bring any feasible solution to the issues happened .

 

It's a new platform so teething issues should be expected, it's quite likely that bios updates are a plenty since it's been a while since they had a desktop cpu in a laptop (pre dell).

I hear nothing hut good things about hid though with international warranties as well. I believe they test they're systems before shipment though I don't want to assume you are located in the states.

If you entertain them as an option @Donald@HIDevolution can help get the ball rolling in the right direction.

 

Thanks . But I am based in Australia. I am afraid I would not be able to get to the hid guys to help if I had issues with the system. Correct me if my view about HiD is wrong as I read this online I haven’t dealt with them before

 

They do have international warranty but I believe shipping would be your cost if something happened. Plus currency conversion may not be ideal...

 

I just found they got the pre paid international mailed service around $600 for 3 year . would be good.

 

You've cross posted this in numerous places, please try to keep it here from now on. I realize you are upset, but having the same thing in multiple places only makes it difficult for people to help you.

If you are so upset with Dell, look elsewhere for a laptop. There are lots of options out there. I have had good and even great support from Dell and other manufacturers. Sadly I've also had very terrible support from Dell, MSI, Asus, Gigabyte, and even Lenovo. Sadly I think that customer support isn't high on the priority list anymore in general.

 

First , I just stated the truth how bad is dell customer care. Secondly, I am communicating with the people and not what you said mad. Third, I am sorry my post would hurt you so badly for your love of dee. You are either naive or just enjoying to be an admin to keep the post you like and delete the one you do like . I realised that dell has paid a lot money on keeping people shouting their mouth up rather than get a solution better.

 

It sounds to me like you joined NBR solely to find an outlet for your frustrations with Dell customer care, and you are hoping to spread your aggravation widely enough to hurt the company. We get that from time to time, and I have some understanding of the mindset that can lead to it.

But we don't represent Dell or any other vendor. We are a member based forum for computer users. And now that you are here, you need to play by the same rules as other members. That means treating everybody with respect, including the moderators who spend their own time reading every post (including endless amounts of bickering and nonsense) in order to clean up when members lose self-control.

But it also means knowing the rules of the forum (that was a link) -- which clearly prohibit cross-posting in multiple sections or threads.

If you can do to that, your posts will survive, with the effect on Dell's reputation that you hoped to create (however minuscule). If not, the posts will soon be gone along with your membership. Makes sense, doesn't it?

Oh, and welcome to NBR

 

If I may give further context here, cross posting the same content reduces exposure of other member's threads who may or may not need that exposure. Its unfair to them to allow some to post more and reduce their exposure.

At least thats how I view it.

 

I agree: cross-posting is disrespectful and offensive in several ways and for several reasons, including the one you mention.

But it is worth noting that it's mostly new members who do it, and they often do not realize that it is problematic. Once it is properly explained to them, most understand it right away, apologize, and do not do it again.

Most, that is, not everybody.

 

Customer care in general hasn't really been a priority for almost any company, even the ones I worked for. In your specific case, it was similar to my previous company of Tesla having multiple departments that fail to deal with a single consumer claim about the used car they purchased (watch "Rich Rebuilds" on youtube to get an idea on the horrible customer service and sales).

That being said your messages come off as either too strong and to put it bluntly - a pain to read. It is very possible to make a sensible post with proper feedback and criticism that detailed what had happened without sounding like an angry manchild on reddit. Moderators do their job of keeping civility and them deleting such posts is well within reason. You don't have to go around calling anyone a shill because they support the company they purchased from or had no issues with it. Mileage varies per person and nothing is ever fair or the same and you just happened to get the short stick

Hopefully, you get your money back because it seems like the service is definitely not working in your favor.

 

I guess I missed the post where I appeared to not be on your side. I feel bad you are having a terrible time with Dell and their customer support. I only wanted you to minimize the cross posting to both help you resolve your issue and to make sure other users are not spinning their wheels trying to help you. I am not naive when it comes to dealing with pretty much every laptop manufacturer out there since I did hardware support for 10 years. The only company I can think of that I haven't had experience with is Huawei. I've had experiences that ranged from excellent to terrible from all of them (including Dell).

The only posts of yours that I have deleted are the ones where you posted the same exact thing in multiple threads and the ones where you go off topic or personally attack someone. No one here has been paid any money by Dell to do anything, you are not being silenced or whatever. If you were, we wouldn't be having this conversation here.

 

I just checked your orders and Dell delivered exactly what you paid for. Dell made the mistake of listing the i7-8700 as a 9th Gen CPU in their website description and you maybe falsely assumed you were getting a 9th Gen CPU based on that typo by Dell. They canceled your order due to the error in their description and rebooked your order for the exact same configuration you paid for, except this time they corrected their typo and properly listed it as 8th Gen i7-8700K.

I also read your chat log with the agent from Dell support. Clearly you KNEW the 8700 CPU only had 6 Cores despite the typo, because even on the 1st order, despite it saying 9th Gen, it STILL properly listed the actual CPU spec as 6-Core, so there's no way possible for you to expect you were getting the 9700K CPU. If you wanted the 9700K you could have selected the upgrade during customization, but you didn't.

It's up to you to return your order or keep it, but Dell delivered EXACTLY what you paid for. You're either dense or being completely disingenuous. To me it sounds to me like you were hoping for a freebie upgrade based on the typo on the canceled order and lost your marbles when the sight of that 8th Gen sticker sent you back to reality.

You original order with the Dell typo.


Your rebooked order with the correct gen stated below. Take note BOTH orders have i7-8700 6-Cores listed so you KNEW what you were getting, which is why you were arguing with the Indian support agent about 6-Cores vs 8-Cores.



Bottom line. Return your unit or keep what you paid and agreed to purchase.

 

I checked his orders. Great advice under normal circumstances, but this guy paid for exactly what he ordered. Please see my clarification about the TRUE story of his order.

 

The order and chat was shared online?

 

The order numbers were visible in the chat picture that was listed. I have since removed the image since I don't know if the OP wants those out there. They both clearly show i7-8700 as the CPU ordered, although one is listed as 9th gen. I do agree that it sounds like the OP was crossing his fingers trying to get a free upgrade and is now blaming Dell.

 

Top notch detective work here. Kudos!

Sent from my SM-G965F using Tapatalk

 

I'd rather have the 8700 and swap it for a k model anyways as it seems to be a better fit for the system overall anyways.

That's probably off topic for the subject here though. Sadly people don't really band wagon unless it's completely justified. Something like the flaws in the xps line, while mitigatable, still is a design flaw that's been in that model for a while now.

 

there is no such upgrade option since the beginning for the 8th gen to 9th gen , It is only 9th gent 8700 and the 9900.so I checked it with the sales agent and confirmed with him on the phone if my order was 9th gen 9700 at the first time before I made the order,. He said yes he was pretty sure that it was 9th gen . I stated that I need the 9th gen i7 instead of the 8th gen . but their website got some wired description on the CPU . they put 9th gen 8700 on their website which should be 9th gen 9700. The agent (Vikram)said this just misdiscription for their 9th gen i7 and I could just placed the order and he will make sure he will put my order with 9th gen 9700 to the factory . After I confirmed with him about the 9700 instead of 8700 or the spec of the machine I wanted, I placed the order. and I stated clearly if it was not the 9th gen i7 , it is ok I will get the metabox. and he told me he will made 100% sure I will get the 9th gen 9700 so I could put the order without any worry . the conversation of the screenshot was took after my order was canceled mistakenly from their system's wise. And I just noticfied the agent the order had been the 8th gen again and is different with what he promised.
And I just state the fact and true here. i am sorry to break someone's fanboy dream of your favor brand. but it is time to wake up.

 

Oh and now I am the looking for free upgrade guy. thanks for showing me how to manipulate and made a lie to looks like a truth .

 

There is no i7-9700, there is a i7-9700k. Your first order clearly shows 8th generation i7-8700, the second for whatever reason shows 9th gen but still an 8700. It's the cheapest CPU Dell offers and likely what you picked. Dell only offers an 8700, 9700k, and 9900k with the 51m. I'm sorry you contacted Dell after ordering and got the impression that it would be a non-existent 9th generation 9700.

Regardless of what happened, my advice is to return the laptop and look to a different company since you clearly have issues with Dell.

 

I am sorry that I am not the tech fan here. to me 9700 and 9700k would be the same if you didnt specified. and the sales agent didnt tell me the difference too.
sorry to wake you up

 

You're not a tech fan but know that 8th generation is limited to 6 cores while 9th goes up to 8?

 

for how many cores or some tech specs, if you are going to spend $6000 , wont you do some homework? although you might not get all the correct information but you definitely will do it . At least , I will try to know what i will pay for

 

It's great that you're doing your homework, and I'm sorry you're upset with Dell. Cut your losses and look elsewhere, but skip the personal attacks.

*on edit*
JasonVFe decided that personally attacking users was more important than trying to talk about his issues with Dell, so he has been banned. It makes me wonder if his Dell forum experience was similar. I'm quite vocal about my disdain for the 75C throttling setpoint on the 9570 but I haven't been banned there...

 

It's unfortunate that the nuclear option was used, but clearly refused to clear his head and think proactively while insulting anyone with even mild criticism.

 

Sadly I have three pages of a private conversation where I tried to explain that personal attacks are not allowed and would result in a ban. The OP's response was to insult me multiple times throughout the conversation.

 

just wow! being rude is one thing and is not accepted by insulting a staff member is just unacceptable!

 

3 pages of warnings clearly change was not in the cards for him/her I guess.