M11x - So disappointed

Hope I am the only one who has these issues, I recently bought an M11x laptop from Dell, and it arrived about 2 weeks ago. When it arrived it had a scratch on the on/off button, so I contacted Dell and explained the situation, and with no hesitation they said they would send a replacement machine. At this point I thought, now that's good service, and I am happy to wait a while for the replacement to arrive.

After about a week or so, the bottom right hand corner of the screen started protruding from the housing, so I thought, never mind, it will be replaced anyway, so not a problem.

Today the replacement arrived...

• 
  Wrong coloured lid

• 
  Webcam not working (works for a few seconds then stops)

• 
  Huge greasy fingerprint to the left of the touch pad that I cannot remove

What a disappointment, what should I do now? I don't want to keep the new one as the webcam is not working, I can live with the lid, and I can live with the greasy palm rest, but I resent doing this for the money I paid.

I guess I will have to get another replacement, or get my money back and start again. What is the chance of some compensation considering I have taken unpaid time off of work to be in for the collection of the replacement, and I will also have to be in for the returns.

 

I'd contact dell support again and explain what has happened, try to express disatisfaction of the tech they sent you asking them to send someone else.

 

Yeah, good luck. Hope your not in Canada

 

this AW is

 

Seems like there are a lot of faulty systems in circulation.. starting to get a little anxious about taking delivery of my M11x tmw

 

I don't think there are a lot, only the people who have problems voice concerns really. Check the happy vs unhappy thread for proof.

 

Exactly, I'm too busy playing with it to say how awesome it is.

I hope they get that worked out for you. It seems like with Dell if you can keep complaining you'll eventually get what you need.

 

Mine just arrived, and nothing seems to be in need of replacement. there was a scuff mark on the lid, but I think that was due to me when I was holding the eraser doh! >.<

 

Thnx God... mine is perfect =)

 

silverghost123: My case is similar. On arrival, the fan sounded like a lawnmower and the wireless connection light on top left was blank, and the front right light was dimmer than the left. Anyway, long story short, the techs came 3 times in the 6 days since I've had the machine and they managed to screw up something else each time.

Now my keyboard has keys which are lower than the others and my screen can't be closed properly (sorta leans to the left, the right side seems to hover above the keyboard while the left is flush to the rubber stop).

Also, to be fair to the techs, I don't know if it was their fault, but I also noticed the bottom right of my screen popping out after the last time the tech came.

And Dell dares to make it seem as if they're doing me a favor by authorizing me a replacement, which happened after 10 000 phone calls and getting the forum resident Alienware rep to help me out. I have had to reschedule my entire week just to get their techs to come 3 times which caused more problems and I'm not even asking for any compensation, and they're acting like they're god.

All they have to do is push me just a little more and I'll pay for hosting an anti-Dell website to add to the multitude already floating around on the web.

 

I would remove the web cam drivers and then run a registry cleaner and then re-install everything. Try using a cleaner to get the fingerprint off. Since they sent a wrong color then I would contact them and let them know. They will send another unit.

 

I've had mine for about a week now and I've got nothing but praise. Well, maybe a little bit of disappointment in that BC2 doesn't run well enough to be playable online, but ah well. Everything else does.

I'm thinking of doing a review after a few more weeks - since in that time I'll have used it 2 weeks at home and then 2 weeks away.

 

+1.

I had a terrible experience with Dell. I wrote them 2 very simple and to the point letters complaining about how terrible CS and TS is. They never responded. I called them back and asked if they had read the letter. The guy on the phone said "what do you want from us?" I said just the acknowledgment of my letter and possible an apology. Just that would make me at least feel Dell cared. He said it was unlikely and that I should just stop calling about this letter I sent because there was nothing they could do. What is that? I am just disgusted with Dell.

 

I dont understand the issue w/ the apology, 90% of my emails from them start with how sorry they are.

 

Yes, it seems most people aren't complaining about alienware machines, but about their utmost idiocy and incompetence when it comes to dealing with trivial things like sending a replacement unit, replacing a fan, ordering a computer, or in fact any process that involves talking to a human being employed by Dell.

If you thought evolution doesn't go the other way -- wrong. Dell is here to disprove you.

 

I can kind of agree with that, but the upper level CS people and reps seem sincere and do their best from what I can tell. It is the front lines that urgently need some quality and process improvement.

 

I completely agree with this. I was lied to and told no a hundred times, but once I was in contact with the higherups everything went smoothly, hence the M11x instead of a throttling 1640 as my M1530's replacement.

 

Assume you sent the letter to corporate. Customer service does not get them or ever see them.

You can look up the dell number in texas....but they will refuse to connect you to anyone other than customer service.

Dell is pretty insular in their approach to dealing with customers. You will have no success.

They only action you can take, and is in your power, is to return your computer.