Looking to get refreshed M17x but worried abt customer service

I have been reading a lot of the threads concerning poor dell customer support and I am worried this will turn into a stressful ordeal. I really want an refreshed M17X (would be my first Alienware) and sounds like it would be a tremendous upgrade from my Gateway P-6831FX (8800M GTS, 3GB DDR2 ,upgraded CPU to T9300) Has Dell customer service improved any? Any other suggestions welcome.

 

It's pretty much comes down to what kind of problems or issue you would have with your product. Some people don't like the process of how Dell take care of issue, and some do. It depends of what kind of personality you have and if you have patient or not. Some complain more than they should, but it's different for everyone.

I think Dell Customer Service is good IMO so far * cross fingers *.

 

Personally, I have not had much trouble with Dell customer service over the past couple years. I just got done returning my M17x for a full refund before my 21-day period was over. The lady I dealt with was very friendly and no questions were asked other than what my reason was. Of course it was because of the problems with the nVidia graphics you have been reading about here. She knew about the problem and understood my reasoning and she even suggested getting the full refund and buying a new one with a different configuration, which is exactly what I plan on doing (M17x-R2).

She even called me at home today and informed me of when they should receive the laptop and that I can expect my refund to show up on my account within 5-7 days after that. I have gotten emails from her 3 times since Monday keeping me informed of what is going on and what to expect. I think that is great customer service, don't you?

 

can u give me the number u called and her extension number . cuz im trying to return mine for an r2

 

He's within the 21 days of return policy. Dell CS gets tight after 21 days. If you are within 21 days, you can just talk to any Dell CS.

 

i am .. my sistem was shipped on the 6th.. what should i tell em when they ask me reason.. i just want the m17x r2

 

Just tell them that you want to return it because the new model is out and want to purchase that instead. (to avoid restocking fee, worked for me before)

 

thanks , i'll call alienware tomorow after i get outta work, i want that i7 720qm and the ati 4870

 

You can also tell them that the system simply does not meet your needs, ie. your needs being the i7 Worked for me

 

It is good to hear about the experiences. Could you email the person you dealt with? Thx Luigo!

 

It sounds like it comes down to who you deal with and if you are within that 21 day warranty. If you have problems with the system after the 21 days and you have an extended warranty shouldn't they be helping you fix the problems anyways?

 

I've had numerous dealign with dell from 2000-2007 and for the most part I've been happy with the level of service.

I bought a desktop XPS in 2000 for college and had issues with it after a month or so. The dell tech guy came out and replaced the parts no problem (and I was out in the middle of nowhere PA). Atcually it was kind of nice because I quickly learned how a desktop came together. After 3 replacments I got a new system (which was DOA) but then I got another one which worked pretty well (although I may have had another replacement afterwards).

For my laptop in 2004 I had 2 or 3 quick replacements (including when I static shocked the system and had smoke come out, actually that caused them to qucikly send a brand new laptop we didn't even do an diagnostic). The only issue I had was my last repalcement in 2007 when it took over a month to replace my system when the video card failed (only a partial failure so not horribel but I was pissed).

Overall I love that I can get them to send me replacement parts if I can do it on my own or a tech if I can't. Plus I send them my old part after the fact so if I can get by with the system as is then I'm not without it for the weeks it takes to ship there and back (like other warranties require).

 

I have found that the option of Complete care on my warranties has given me a better level of service from Dell over all.

 

I have that at home. I will try and send who I dealt with, but I think you just need to call and tell them you want to return it because you are within your 21-days. They will transfer you to a cutsomer care rep who will handle your case until it is resolved. I don't think it matters who it is, just that you get the ball rolling and get assigned a person to handle it. You may end up getting the same person, who knows.

 

thanks everyone for the input!