M11x Canadian buyer regarding about bluetooth issue

Hi Canadian,

I just recevied my M11x couple days ago, and found out I dont have bluetooth installed.
On the M11 x dell.ca page, in the tech specs tab shows it has an internal bluetooth:
http://www2.dell.com/ca/en/home/Lap...x?refid=alienware-m11x&s=dhs&cs=cadhs1&~ck=mn


PLUS during the customize steps, there is NO BLUETOOTH option to add on at all. So one would think it will come in standar.

but I just got my orochi mouse yesterday, then I found out I dont have bluetooth installed.

So I called DELL support, talked to several agent, totaled 2 hours....

One agent finally told me that, there are many compains about this, and they dont have a solution yet.

They will call me back in a week to tell me what they have decided...

If you don have a bluetooth in your computer, please give them a call, the more people call I think will make them solve the problem faster.

Sorry for open a thread just for this, but I afraid Canadian will miss if its a post reply

Thanks everyone


============================================


##NEW UPDATE##

many people got a bluetooth module from dell already, and here is the link for M11x service manual, if you want/need to install it by yourself, thanks to Jehuty140 @ post #44:

http://support.dell.com/support/edocs/systems/Alw_lp_M11x/en/index.html

 

I ordered mine without bluetooth and when it arrived I found out about the orochi. Bought a 12 USD bluetooth dongle that was really small and the orochi works great with it.

 

Yeah I was planning to do that, but then decide to give dell a call, cause it's dell's fault by not placing a bluetooth option on the order page.

I was asking the agent if he can sent me the internal bluetooth and I will install myself, and he told me he was thinking of the same thing too.
He didnot gave me a direct answer if I could have the part, he only told me I have to wait a week for them to call me back.

So if they could put an internal bluetooth in for me, that would be great, it would save me a usb port

 

After receiving assurance from my sales rep about Bluetooth being included even though it was not listed on the order he agreed to ship me one. Off course what they ended up ordering is a usb adapter which is not what I wanted.

Called Alienware Support today and after they looked at the order page and specifications page on the Canadian side they agreed to ship me an internal BT adapter which a Tech will be dispatched to install.

The lady I spoke with was in the USA which I believe made a substantial difference in quality of the service I received.

 

Rhodan,

Which number did you called? I called 1800-alienware.
I called through many agents, they all told me they couldn't help me
Its eithere: its too bad, no bluetooth for u, or disconnect me...

 

1-800-847-4096 is what I called. Select Tech Support from the options and navigate down to notebook and Alienware.

 

Thanks Rhodan, I will try again tomorrow, hope they will send me a internal bluetooth too
That would be really awesome!
Do you mind telling me how quick they will dispatch you a technician?

 

Not sure, propably in a day or or two. My call to them was late in the day so it's not going to be NBD.

 

TBH the internal bluetooth sucks. I get really choppy audio through it.

 

Without an external antenna you won't get the 30' you normally get from BT. The internal BT is fine for Mouse/Keyboard cable cluther reducing... I have the same 365 BT adapter in my M1530 and was able to listen to music on my BT headphone without problem.

The tech will be here Friday to instal the missing module, he could have made it tomorrow but I was not available.

 

as a fix for canadian orders...do it over the phone and specifically ask for bluetooth to be included because its not on the web order customization pages. they threw mine in for free when i pointed it out, AND make sure it is listed in the order spec sheet!

 

The tech just left and the Bluetooth module is installed. So for those of you who are still having this issue I would recommend dealing with Tech Support instead of Sales... Sales shipped me a USD Bluetooth module instead of the internal one.

 

I called 1-800-847-4096 on March 10, they told me to call back in 1 or 2 days.

I called again today, this agent steven told me that, they are still investigating regading about this issue. TOld me to call back in couple more days...
and I told steven that, a guy (Rhodan) on the forum told me about how he gets a tech to come to his home and install it for him.

and steven told me its imposible, and told me Rhodan is lying -__-....
and the only thing i could do is wait for they decision.

so far, all the agent I talk to, they all have attitude, except for a lady(but our call got disconnected)...

I even ask steven if this call is connect to the states, cause he's with accent, he said yes.

so I guess I will just wait till next monday and hope they have answer

 

You did talk to tech Support right? I suspect you're not connecting to the right department...

 

I did. I did what u told me in the previous reply.
1800 847 4096 > english (1) > tech support (3) > desktop or notebook (2) > notebook(2) > alienware(4)

I really dont know why I kept getting these not so great agents >.>
I am really disappointed with their attitudes.
It's not I am rude or anything, I was so polite to them, its always yes, please, sure, no problem, thank you, thank you, thank you , thank you, and appreciate your hlep....

I even put up with an agent access my m11x with remote access, installing windows update, dell bluetooth driver, computer settings, restarting computer on and offf, for 40 mins!!!!!!
I already told him theres no bluetooth in there, he didnot believe me.
at last he checked my order invoice, he said I didnot order one, which I already explain to him at the beginning, dell has no bluetooth option, and at the same time it advertise on the page it has an internal one.

then he said "no, we dont advertise it on the page."

SO I SAID "let me show u on the remote access"

then he said with a very confident and loud voice "YEAH! show me!"

the way he said it was so bad, i almost rage!! D: but I calm and cool down,
then I show him on this remote access M11x, then he went silence for 10 seconds.

then he said" sorry, we dont have bluetooth available in Canada, you cannot have the bluetooth"

then he went so silence, no talking for at least 30 seconds!!!!!!!!!

anyways, it was a long and annoying phone call, I dont want to bored you ....

at the end he told me someone will back to me in a week.

and that was just one of the attitude call I had.

I will jsut wait till monday and see what happened....

thanks for all your reply, it been really helpful, especially the phone # and directory.
before that, I alwyas call 1800 alienware, and they kept redirecting me to where I dont know, and wasting a lot of time expaining over and over again.

 

The lady I was on the phone with started down the same route. You didn't buy it and we cannot ship you a part that's not on your invoice.

I explained I was in Canada and the Specifications page show Bluetooth as included since the Word 'Option' is not in the description for that part while it is there for other optional parts. Also explained to her that since it's in the Specs and not available has an option during the ordering process then it must be included. She went ahead and look at the pages herself and came back saying I was right. She went away a few times and finally came back telling she was putting a service call to have the part installed. 30 minutes later I received the service call email and the next day Unisys called to book the appointment.

Use the False Advertising card as this is what it is.

 

i was assured by my phone sales rep that my m11x comes standard with bluetooth. of course i didn't belive him, so i chatted with another rep online and he assured me as well(i saved the chat log just in case).
So if i get my m11x anytime now, and it doesn't have bluetooth, i will be one *!&@(!& pissed !*&@(*!&@.

 

I just finished my phone call. They charge me $11.29 for the internal bluetooth, no tech dispatch, expecting next monday I will get it.
the agent told me its a really simple procedure, if I ever need help, I can call them.

and again, he told me that Canada doesn't have bluetooth available.
and because they made an advertise mistake, they only charge me for $11.29 -_-"

well...what can I said, the guy was really nice and polite, so I just want to get my bluetooth, so I said ok, bill me $11.29....

and I make sure that it is INTERNAL bluetooth..

he also told me they are reporting the issue(just now), and they will take down the bluetooth from the canada dell web site, no bluetooth at all for canadian...

Thank you Rhodan for sharing your experience, and hows the bluetooth working for you? any problem?



To TypeMoon:
Save that chat log, my agent told me a different story than yours, he told me bluetooth will not be available for Cnadian period...
and I really hope you get your bluetooth, and wont go through all this BS i had.

 

Can anyone confirm to me that Canadian m11x have the US keyboard?

 

this is a shot of my canadian keyboard, i think it should be the same as US one?


full size url:
http://img502.imageshack.us/img502/3351/sany0010t.jpg

 

Yes it is, thank you very much

 

So any other Canadian customers got lucky with bluetooth missing issue?
Cause I just received mine today and It got no bluetooth. I'm thinking of getting a Kensington micro bluetooth adapter if Dell keeping saying "no"
Just wanna ask how good is Dell's internal bluetooth? Seem like some ppl aren't happy with it

 

good news and bad news

I just called dell again, because they haven't send me an order confirmation like the agent promised.
He told me their system is down yesterday when I made the order, but he promise he will place it the order as soon as the system is up.

So I called again today, a lady pick it up, she said theres no notes or any order on my account (-_-)

so we have to go through everything all over again...

but at the end (40mins call), she is really nice, she send me one for free, should be here in 2 days.

pipboy, you should try call them couple times, they should give you one too, cause it is their fault. Even till now, they still haven't fix the mistake on their web site yet ...
Ps. make sure you get a dispatch number for the bluetooth!

 

Guys, I'm looking into this and will update ASAP.

 

i got mine by saying i would rather cancel the order than get it without bluetooth. The sales rep tagged it on my build sheet for free since they had already pushed my order once.

 

I just called CS and same story: "Bluetooth's not available in Canada due to some restrictions, call back in a week"
I did mentioned about sending the tech to install the part but he said the policy has changed and the parts which were sent out actually cause some problems to your laptop etc...

Anyways, thank you erawneila. Hopefully someone from Dell will have the answer for this situation.

 

Pipboy vn:

I had about 5-6 calls saying about the samething too, I found out that overall lady agent is easier to dealt with.

They always admit to dell's fault, and agree with me what I had to said..

I had totall 2 calls with female agent, they were all very positive, one got disconect, th elast one sent me the bluetooth..

so wha I suggest is that you keep calling wuntil you get a lady, if a man pick up phone, just hang up and try again, cause every call you make they will put a note about it.

 

well... i got my m11x today and surprise!! no bluetooth....
guess i'll be making phone calls all day....

 

so does this mean no bluetooth on m11x for Canada?

 

well this really sucks... i made 2 calls today
first call basically had me transfering everywhere waste 20mins+ and then the guy hang up on me
second call they basically told me "we are aware of this problem for canadian but have not heard any solutions from HQ yet, please call back in a week"

... im so mad!!

 

wow thats what they told me a week ago!
I think they just want to keep delaying, so some people will give it up or something

the most thing it bothering me is they haven't yet fix the page !
the agent I talked to even told the problem had been reported, the page will fix right away... but it's still up there now



http://img179.imageshack.us/img179/3531/40242706.jpg

 

I know I feel kinda bad because Canadian customers have to to through this... Why us? Not UK, not anywhere else but Canada

 

I got the same thing yesterday when I called. The guy was nice though, and understood the situation, but told me to call in a week after dell has investigated the issue.

 

Check out the dell.ca configuration pages for the m11x now. It now offers bluetooth for $20.

Definitely calling Dell tonight to get the bluetooth that should've been on the config page to begin with.

 

We need to also protest for engravings!!

 

made a call today and they are sending me the bluetooth module, should be here by next week. but they are telling me to install it myself....

g56, if you could, please take some picture of the installation when you get ur bluetooth. they said all you have to do is snap it onto the motherboard...thank you

 

sorry typemoon I have to disappotinted you...
I got it today, the package was mail from mississauga, thats why I got it in just a day!

and i tried to put it on myself, but I just couldnt find the right place to the motherboard D:

I got ram, battery and HD out, and then I'm stuck...so I called tech support.

THe lady was so nice that I want to buy another from her!!

anyways, she will dispatch a tech to me, hope I can get a call from them tomorrow.

 

so got my order today and as promised by my sales rep, it does have bluetooth.
vancouver bc here

 

You guys are going to laugh...

So Last Friday morning the tech shows up with the Bluetooth adapter. Takes the laptop apart and installs it. Everything looks great and he's on his way.

Couple of hours later I’m on the laptop browsing this site when everything goes blank. The thing won't power up. Get on the phone with Tech support and after about 1 hours they finally tell me the MB is dead (could have told them that 5 minutes into the call). This is where it goes downhill... Tech Support refuses to send me a new unit cuz it has not met their minimum repoar cycle to warrant a replacement. They tell me my only option is to send another tech to fix it or return it. Another 3 hours of on hold and call transfers to completely irrelevant departments left me in foul mood that did require a substantial amount of scotch... Comes Saturday morning I call Tech Support again and this time the Tech says Yes you're entitled to a replacement system since you're still in your return period. Cool but he can't contact the Canadian Customer Care Dept. cuz they are closed on weekend. So has a temporary solution he orders a new MB and BT adapter to be dispatched. In the mean time I setup my Ideapad has my main system has the M1530 has been shipped and the X200 is off limit for personal use.

Monday goes by without a call to book an appointment and the ticket show waiting for authorization. Call support again and the tech tells he's just got the service call authorized and to call back the next day if I don't get a call in the morning. Tuesday morning goes by and still no call from Unisys, call support again during lunch time and the tech tells me it's not authorized... Puts me on hold 4 times always coming back to apologize. Finally tells me it done and I should be getting a call today or tomorrow. Tols him this was it, fix it or I’m done... Minutes later Unisys calls to book the appointment.

So today after being down for 5 days, spending close to 8 hours on the phone with Hell Canada (not a typo) and drinking way too much I have a new mb and the system is up and running again. I also have a call with my rep to ship me a new replacement has I'm not too happy having this new system having been taking apart twice so far...

The one thing I do not what to hear for a long time is ' Thank you for calling Dell. Your call is important to us...blah blah blah' Dealing with Dell support or care departments is like a war of attrition... The quality has gone down the drain since last time I had to deal with them.

 

Richmond BC here..

Feb 8th.. phoned Dell to place order on M11x and specifically asked them to have BlueTooth installed before check out..

had to add $20 but I got everything exactly the way I wanted.

received M11x on March 10th (my birthday!)

 

Rhodan,

wow sorry u have to go through all that, but i hear u!!
thats what I have been through the pass week :/
but now I am worry.... worry if i put in bluetooth will ruin my mb??
was it because bluetooth installation kill the MB or the MB was defected product?


RC0310,
happy birthday
and congrats on the new notebook !

 

Really don't know. During the troubleshooting with tech support I discovered there was 3 washers missing on the screws holding the back plate. While we did not find them in the system today I still wonder where they went has they were there when I installed my SSD...

Could be just that it was a bad board that died quickly. Don't worry about it, easier to deal with it then...

 

*edit*

Due to the help of a member here, I got a phone call from dell to have a tech install the bluetooth next week. =D

 

TypeMoon and for everyone interested,

-If you want to install it yourself, first go to this page and view or download the service manual ( http://support.dell.com/support/edocs/systems/Alw_lp_M11x/en/index.html)

-Get a small Philips screwdriver (#0 or #1 can't remember) and a small plastic scribe to pry some plastic part out of their place.

-Then follow the steps to install and remove the bluetooth module.

I've done it and it's very simple and it can be done in about 1/2 hour if you're careful. Its location is bit tricky because the module is actually located under the palmrest. This means that you have to remove the battery, the plastic bar where the power button is located the keyboard, and finally the palmrest. Also make sure that every time you need to unplug a flat cable there is a small black plastic tab that keeps it secure.

 

Hi Jehuty140,

Thank you so much for the link!!
I just finish installed, and it was easy like you said.
and I finished just before the tech call and come to my home.
YAY and now I have bluetooth, working well
THANK YOU

 

q56,

I'm happy to hear that's its working.
And think of it this way, even if Dell screwed up big time on the bluetooth, at least now you know how to service the whole thing.

 

after u install the bluetooth, u have have to install any driver yourself or change any in the bios? thanks for link jehuty

 

HI typemoon,

AFter I install, I go to dell support, and enter my service tag, the download the bluetooth application, which include the driver too..

I didnot go to the bios setting at all, once I finish install blutooth hardware, I install the software right away > then restart > then connect with my bluetooth mouse, then it works perfectly!

the only problem i have during the install was, the bluetooth module dell sent me, didnot come with the little screw... you can just snap it on the board, but im afraid in a long term, it would become loose.....
so i took a small screw off my old gadget, and it fits perfect on the bluetooth module

otherwise its a simple procedure, just do it slow, and careful, read through all the warning and stuff u will be fine !