My nightmare experience with @DellCare / Dell Complete Care Warranty / EMEA Dell support FULL DETAILS INCLUDED

It all might be true but at this point what you got to lose. Really you can only gain.

 

Aside from twitter, is there any other way to get in touch with them? I don't have twitter nor do I know how to use it.
I'm on the same boat regarding these empty promises.. my 'expedited' request which I was told would take 1-2 days has been ongoing for 1 week now. Still haven't received any email.

Whenever I try to talk to the manager, they refuse to let me connect. They told me their manager is a very busy person and he/she would just say the same thing to me as they are.

 

I'll PM you with a a couple of email addresses which will get you through to Dell's Executive Customer Resolution Team - you will need to repeat yourself and explain your case to them in full. They 'should' contact you within 24-48 hours.

Mini update on my case. 48 hours have now elapsed since I was asked to wait 1-2 days for an update. That obviously did not happen. Have just sent another Direct Message to @DellCares asking why this is taking sooooo long to resolve. It is now NINE days since a resolution proposal was put forward to me, with the finer points to be worked out.

Surely it does not take nine days for ANY department to establish EXACTLY what that proposal of resolution entails, and notify me of it. I'm again completely at a loss of words (well, I'm never at a loss for words, but you get the idea, right?) as to the apparent 'lack of importance' that I am being given again.

 

pls pm me those email too, my friend could use those just in case something worse happens.

 

That's sad to hear Stevie. Nothing jerks my chain more than underdelivering on promises. I'd sooner be told its going to take 2 weeks to get a call back and get it, just as long as they aren't feeding BS.
Well anyway, actions speak louder than words and you've received neither. Unfortunately it looks like your getting a big dirty fob. Either that or they are sitting on their hand until you make either give up or enough noise. Brothers wanna talk about boycott's yet ?
For shame Dell, there is no excuse. An international company, powerless to look after your own interests.

 

Ha. That's the usual Dell thing. "We'll get back to you in the next day or two!" and the call finally comes through a week or two later.

Why not just be honest with timeframes?

 

PM sent with requested email addresses. Hope they help.

I totally agree. I'd much rather be told that it will take two weeks and you will know for sure by then vs. "rollover" promises that only lead to more frustration. I've been promised feedback now THREE times since 11th June - all said the likes of "please allow us 24 hours" - so I have. I haven't spat my dummy out, like a spoilt brat...I've taken it at face value, and given them time, obviously on MORE than one occassion now.

I did get a response Today - probably only because I messaged asking for an update after the latest '48 hour window' had expired. Had I not messaged, I very much doubt I would have heard anything. Anyway's, no surprise regarding the response I got, which was:

Kindly provide you with some time????? - per-leaaaaseee!! - I've given you nothing but time. You've had NINE days since you 'promised' this would be resolved, and I am STILL dangling like a 'puppet on a string' (there's a song about that, y'know LOL).

It OBVIOUSLY takes the EMEA 'numpties' a LOT longer to assist their clients than the US equivalent. Again, no shock there.....

 

Shocked this has happened to you - I hope you manage to get it sorted. It is a shame that in most cases all it takes is an email or letter to someone important in the company for you to be taken seriously

 

Well, it really shouldn't have to come to searching out and finding someone important, we all should be treated with the same level of respect and support. I shouldn't have to bust a gonad to try and escalate a problem to this degree, especially when the same problem would have been 'done, dusted and dealt with' had I been a US citizen.

Thanks for your kind words and support though, much appreciated!!

 

While i feel horrible it happened to him...Shocked is not a word i would choose...i read stories like this about Alienware (POst Dell buyout) all the time(Especially in non US regions...oh boy). I can't recommend Dell enough for their business machines....i can't recommend against them enough for anything else.

 

I am still catching up on all this and relatively new here . Maybe I won't be shocked in a couple more days!

 

Well, another 24 hours of my life have 'trickled by' without a dickie bird from Dell.....what a surprise.

 

Even more ineptness from Dell. As the majority of you know by now, a resolution was offered to me on 11th June. I've been waiting to hear exactly what that resolution is. I've been promised updates within 24 hours, within 48 hours, been asked for more time to get approvals etc. Basically, been given every delay tactic in the book. It comes as little surprise that following my latest Direct Message to @DellCares which was:

Met with the following reply:

Now, I'm a patient guy, on the whole...but this is not the first time I've been 'fed' this line recently. I replied with:

Response was:

To which, I replied:

Their response was:

Like they have not had enough time, already. If I am such a 'priority', why has it taken so long to give me ANY information - apart from DM's asking for more time?....so my latest reply was:

I've not heard back since. Quite frankly, this is probably the WORST treatment I have EVER encountered. If I was a 'priority' then why does it take almost a fortnight for me to get any news on Dell's intended resolution?. Is it me? - do any of you guys think that I am expecting too much to be dealt with swiftly after being told that they would resolve things? - am I asking too much to know what's going on? - is it too much to ask to be updated within a reasonable time frame? - is ten days 'dangling' after all I've been through thus far just an example of 'stalling'?? - I dunno any more, as I've lost all faith in Dell and their 'empty promises'. You guys can tell me if you think I am being too demanding or whatever.....I really didn't think I was, personally.

To top it all off with a cherry, the US guys that started out helping me have disappeared and I am now left to try and sort this mess out myself, with the EMEA team and @DellCares.

I've made myself a promise tonight. I will NEVER buy Dell ever again, and I mean that. Dell, you need to sort your customer service out...BIG TIME! - as for me and Alienware, I'm done.....never again. I don't realistically know how I can carry on contributing to this forum with such a bad taste in my mouth. How can I possibly recommend Dell/Alienware to anyone when they ask me? - I can't, based on this experience. In fact, I'd probably be inclined to do the opposite and NOT recommend Dell/Alienware to anyone who asks me.

You might think that is 'sour grapes', but I paid for warranty and did not expect such crap support. How can I possibly recommend a product to anyone when I would never again buy one myself? - just not gonna happen, is it?

Words don't convey my frustration and disappointment right now.....

Oh well.....time to go look at my other computing options, I guess.

 

i think Dell need to realize theyre not dealing with a loan ranger here! i dunno about others, but ive always found stevie very likeable, knowledgeable and approachable...one of the few guys i messaged about some m18x purchasing advice...

now imagine how many other people might be messaging him for advice...how many other people have bought an alienware through him through the sales rep etc....speaking of which...have you talked to him? have you told him he is lovely, but you wont be able to possibly bring him new business because of how the warranty is being handled? im sure he could probably give Dell management a figure which represents total sales that you have helped funnel into Dells direction?!

 

It's funny you should mention my rep. We talked maybe 12 months ago about how much business I had generated for him via NBR. He estimated it to be around £150,000gbp. That figure has probably gone up a lot since....

Dell only need to look at my NBR thread here: http://forum.notebookreview.com/ali...-aw-system-accessories-please-contribute.html which was started about 2 and a half years ago now, to realise how much business I have drawn in for them. Not that I started the thread for any purpose, other than helping people from NBR to save money and buy Dell machines.

I can't imagine I will be able to carry on that thread. It's taken up a lot of my time to respond to PM's, liaise with members and Dell to effectively generate business FOR Dell.......it's been a passion, not a chore, to help as many people as I can. How can I carry on doing that if I do not have faith in the very business that are shafting me?

 

im surprised hes not a manager yet maybe if you send him enough sales hell get promoted into CS and REALLY help you ? or at the end of the day we can form a NBR Alienware Warranty support twitter gang...then whenever someone gets dicked around we flood @dellcares with comments and make "dell doesnt care" a trending topic!

 

The real issue with this is... This is almost good service compared to anyone else. Sure, the Sager dealers are great at handling problems sometimes, but Lenovo send aways, Acer never fixing problems, ASUS never admitting problems.

It's really a sad thing to see the departure from good customer service. That's why I make it a point to visit EVERY client in EVERY meeting and shake their hand, and make sure they feel taken care of. And it generates business.

 

Stevie, sorry to hear you're still having problems with Dell.
You've been a big help to me!
I sent an email to the escalations team (the 2 emails you PM'd me) and they replied (though I do not understand what they said since the email was in Chinese.. lol).

I was contacted by the Customer Support the very next day and everything was processed that very same day. Everything was speedy compared to the last time I talked to them, about 2 weeks ago.
My RAM and warranty issue has been clarified and they deviated from their usual replacement policy in order to grant me an appeal.

 

Stevie, I know you want it done the right way but sometimes you just cannot hope for the right and you have to fight for what you deserve. I would have ran over the laptop by now.

I would highly suggest at this stage to go legal on dell, contact relavant authority in uk and pass on all of the correspondence, dell will have no choice but to come to the table, otherwise they will cope a fine and worse could be banned to sell anything in uk on the basis of false advertising.

I have seen similar happen in India, and if it can happen there, it can surely happen in uk.

At worse, you will not be talking to dell monkeys anymore but rather there legal team to sort this issue. I had a Inspiron that caught fire due to overheating and dell put me through the ringer, a single complaint with consumer affairs and my case was being handled by dell lawyer, in the end dell gave me full refund plus a voucher for future purchase.

So don't delay, call the consumer affairs (or relevant authority) in your area. It might also be a good idea to put this case forward to online bloggers, it will literally spread like wildfire.

 

That's great, jourdy. I'm so happy for you that your own 'nightmare' is finally over. Congratulations on the New Alienware 14, you deserve it. I've pretty much resigned myself to the fact that this is the final nail in the coffin for Dell, as far as future business goes. They would need to perform a miracle to restore even a small amount of faith....

 

this is exactly why I decided to learn to fix sh*t myself. given the slow service and phone calls they make, days after days and drags to weeks, even months. but sometimes tech skill just isnt enough due to parts dont come free, I agree to Mr Fox how one should max warranty and all but the time put into them to get something fixed is just too much and painful.

so apparently after almost 3 months of pushing, for a 3rd replacement looks like my friend is getting M18x R3 instead of R2 which he bought over two and half months ago. they rejected his return which he was under 30 days policy, they rejected his replacement until after they sent out tech and I helped him with phone talk, they refused to let him speak with a manager or supervisor multiple times. after 3rd replacement, hes getting something finally worth something in exchange of putting days and weeks of effort calling and getting called.

Dell don't understand sometimes people buy computer not just to game, also because they need to use it for work and this is one of the biggest fail. if I buy a car because I need it for daily life usage i want the car NOW, not 3 months later. Dell, you F up big time, fix it pls or will lose more customers.


@steve, maybe I'll see you in clevo, haswell E 16 logical cores, dual graphics in a 17 inch laptop, quad channel DDR4 memory with x99 chipset coming maybe next year. =) I will be jumping off AW ship very soon.

 

I'll probably be doing pretty much that, unityole. Don't get me wrong, I like the Alienware products, but for any product to be great, you need great back up and support. There is little point in having such a product without adequate support when things go wrong. Having to go to this extreme to get the support I paid for is ridiculous.

 

agree hands down. from what I have seen for clevo machines you will have to ship it back to them, but they have an option just like AW systems which covers both way shipping, and imo is pretty cheap, somewhat fast too 1.5-2 weeks? (well not that fast)

again though AW has its value but no longer the performance machine I was looking for. ram gonna be half the speed of clevo due to quad channel vs dual channel, CPU loses 8 cores, performance wise around 30-40% which is just too much. clevos got decent cooling, four fans in a 17 inch machine with easy access to most parts, lots of usb/esata and other media ports, and lots of HDD bays. just no 18 inch and no hard metal chassis.. =( well I take good care of my machine so I can probably live with it.

gonna jump unless AW can catch up next year around this time lol

 

Well, yet another 24 hours have slipped by and no word from Dell yet again. Just DM'd again.......Dell cares? - hmmmm, they have a funny way of showing it. My last DM to @DellCares was:

That link lead back to my post last night (post #163 on this thread)....and I've not had ANY reply since. So I have just DM'd this:

I totally feel like I'm banging my head against a solid brick wall.....

 

Just have to say I actually find the english, Irish or American ones to be the worst, the guys from Indian, Lithuania and the like usually know more and help me out so much beyond what the natives do lol

 

haha would be nice to catch up with Lithuanian DELL Rep!

it all comes I guess to the fact that 1 of 10 reps knows his stuff and the rest are just spining their bottoms on comfy well paid office chairs and giving excuses to people who really need help, so they just keep on playing the ball game until ball drop to the #1 rep that will probably start doing task eventually (ofc if the ball ever gets to one... LOL )

@Stevie:

I feel your pain, and I wont be too surprised if youre on some prescription by this time since it all started ... lol ... joking ofc, but in other hand, maybe youre DM'ing to wrong crowd? Maybe you should message to @DellDoesntCare so maybe they would reply quicker and with more brief update (just trying to cheer you up) This al has come to the point where I find this all situation totally hilarious... I would only see them replacing your machine with top of the line Alienware 18 as an excuse for all the stress and mess caused... all this tale is just unbelievable

 

Hahaha - @DellDoesn'tCare is a great idea!! (man, I hovered over that blue text for a minute waiting for an actual link, you little bugger! LOL) That did cheer me up and gave me a good laugh +rep! and thanks, Bro. (oh, and I'm 'self-anaesthetising' right now, glass of wine....it helps to block out the Dell crap ).

I agree, it is now sooo unfunny that it IS actually funny, in some kind of sadistic way.

 

Last year I needed a part on an Inspiron 17R SE replaced. Long story short, I had the part replaced, twice, within six working days. You're experience is a lot worse, yes, but statistically it has to happen to someone sometime. I wouldn't let this one experience turn you sour (though I know it can) against Dell. All the other contact you've had with them has been fine, right?

 

Well, normally I don't have much cause to contact Dell or tech support as I'm pretty capable of problem solving myself. This one, I couldn't sort. Previous contact, when required, has also proved to be a PITA. For example, I had issues with a U2711 that I bought. Dead/stuck pixels. That was also quite an epic drawn out battle of similar scale to this one. Although I did not start a thread on it, I was again back and forth with @DellCares to the same extent. I will say this though...on that occasion, after much head-banging, they DID sort it out for me. It took a few monitors to be sent out (which also had more pixel issues - one even had a massive footprint INSIDE the sealed box indicating some numpty had decided to use it as a step before sealing it up and shipping it out) but they did rectify the problem. I didn't expect to have to go to that kind of length though - it's totally unacceptable to have to jump through so many hoops.....nor did I expect a repeat performance with this problem.

As for the contact itself, in the context of "how well was I treated when trying to resolve my problems?" - well, initially, on both occasions, it was like pulling teeth. Stone walls of silence, no real appreciation of the problem at hand, lack of acknowledgement that there WAS a problem, denial of being able to escalate with a supervisor etc etc.....so you could say that the "contact" itself has always sucked big time.

There was also one other occasion where I needed help because EMEA were again not playing ball. This was regarding (don't know if you recall) the issue of 6990m's overheating (aka "cold boot bug"). Dell EMEA again did there usual crappy level of service. If it were not for this forum, and for Dell representatives on this forum, I would not have had the resolution that I ended up with on that occassion. I did end up with a replacement machine, however, it took a LOT of work from quite a few US Dell guys to pull strings with Dell EMEA and actually get them to acknowledge the problem. I should also mention that US owners who had this problem were swiftly taken care of. Quite a few guys were "taken under Dell's wing" by the AW rep's here - they were dealt with swiftly and in the fashion that you would expect. Not so with EMEA customers, including myself, that had the exact same issue.

So, from all of my three MAJOR experiences of contacting Dell for support, you can see that there is a trend for being given the brush off right at the very outset. A trend of denying that there is a problem in the first place. Not providing assistance that matches the levels of service afforded to my US Brothers. The list goes on.

You could say that so far, out of my three experiences, Dell are two out of three, with this one pending. Yes, Dell did end up addresing things and putting things right with the first two cases. Eventually. It took a huge amount of work to get anywhere, and without intervention from Dell US employees, I have no doubt that I would not have ended up with such resolutions. To me, that means that there is a HUGE disparity in the way we in Europe, Middle East and Asia are treated in comparison to the US. I know I bang on about that, but from my own personal experiences, and from the experiences of others, it's something that CANNOT be denied. Literally.

 

Any news yet Stevie, I'm old but by the time Dell pull their finger out I'll be in a walker ....lol

 

Hahaha - you and me both, Brother Mutumba!

As for any updates, sad to say that I've not received ANY contact from Dell or anyone since my last DM to @DellCares. They replied to my last DM on 21st June with:

I may as well tell everyone here what was proposed to me, as a resolution, on 11th June by @DellCares - after many weeks of trauma. I had wanted to keep it 'under wraps' until I had some kind of concrete proposal from Dell before announcing it publicly here on NBR. Their proposed solution came as a surprise, but I was quite happy (at that time) to take it. Here is what @DellCares wrote to me on 11th June:

Of course, that was great news, yet I am STILL awaiting any news regarding this replacement machine. It is now almost TWO WEEKS since Dell offered me this resolution and all I keep getting from the is messages stating that they are awaiting approval, give us some time....blah blah blah....

Now, I'm not ungrateful for the offer of resolution - far from it. What I am having problems understanding is why, if it was offered on 11th June, does it take almost two weeks to actually do something about it?. I'd have thought that approvals would have been in place BEFORE they made me the offer of resolution, not after.

As it will be two weeks tomorrow since they offered me this resolution, and I am no further along, I am getting the distinct feeling that the proverbial 'rug' is about to be pulled from underneath my feet. Dell keep saying that it's being dealt with as a 'priority' but I fail to see how this is so - priorities do not take 2 weeks, in my book, to come to fruition.

So there you have it, in a nutshell. I'm happy in one sense, but also extremely dubious because of the way this has been conducted since the original proposal. I will continue to wait for some kind of concrete offer from Dell.....I'm gonna go DM 'em right now......

 

I can see why you'd be cautiously optimistic. It's an expensive mistake for dell. But warranties aren't cheap either. So for Dell, it's only fair they make things right.
I do wish Dell would hurry up, and come good. I'd rather us all keep cheerleading them on into prosperity like we do than bickering over bad service.

 

Well, still no news but I did get yet another request for more time, following my last request this morning for an update. The response to my last DM was:

I've replied with:

I wonder if anyone at Dell has heard of one of those thing...y'know...a box thingy with numbers on it....0-9...big long twirly cord with a microphone and earpiece on the other end? - might have been quicker than waiting for email responses from various people in various departments who are dealing with various other things

 

I bet thats an old technology, they use tw Atter now instead, and as all new tech is never good, ya know tech difficulties, delays and stuff... why oh why discard old tech

 

The age old art of ACTUALLY talking to someone seems dead. I'm not knocking new technologies (well, yeah I am lol) but Social Media, Twatter, FaceFook, mobile texting.....no one actually bothers to talk to each other these days....maybe I'm old fashioned, but as an example, if I'm running late, I'll take the time to actually call that person to let them know as opposed to sending a text message which intimates you can't be arsed picking the phone up to actually tell them this at a personal level.

One of my pet hates is seeing people when I'm out and about, walking along with their head down, fingers feverishly bashing away at a mobile phone, too pre-occupied to bother to look up from said mobile and then they bump into you and look at you as if it's your fault! Grrrrrr..... - if I wasn't a polite person, I'd take that phone off 'em and shove it right up their (F-expleteive-ing) rear end....

Don't get me wrong, all things have their place, but it's kinda sad that we, as a society, choose to communicate this way over just chatting with someone instead....Bah humbug - I know...I'm a grumpy old man LOL

 

true that, it would be so much quicker and simpler if it all went by phone call and it just GOT DONE, instead, massive corporation as DELL relies on social internet networks and employees who enjoy most benefits of the such "hard work" communicating... lets just hope the new technology will at least serve them enough so you get sorted at the end of the day... well then me to an old fashionate man, cant stress enough how people no longer take things seriously, just fb,sms, and other IM'ing is just so retarded way of telling something to someone, why not just take a phone and just make a call or if its in other hand b-day present, just get yourself to gift-shop and buy simple gift-card or poster card with best greetings etc and just post it, simple as that and it ain't no comparison to greeting over fb,twatter or other form of social media, people gone totally mental with all this new technologies of communications, loss of a common sense and humanity, cyber brain age - more like a disease, a bad habit.

 

I think it's disgusting when a business want you to get their service through Twitter, Facebook, or even forums for that matter. 1st point of call should be with a dam phone. Not everyone is internet savvy, so anything less is purely unprofessional and disingenuous. Dell know this anyway. I assume that's why they insist you call them to get better discounts when ordering? Double standards again

 

Another thing that pisses me off are banks who take the same approach. My mother is 65, she has neither the knowledge nor the inclination to want to use 'telephone banking' or 'internet banking' or have 'paperless billing' - all these so called 'enhancements' simply are done so that the business in question can make more money by not employing as many staff, not have to send out paper statements via postal services etc. They are happy enough to take your money, pay you peanuts on any savings you may have, charge you extortionate interest rates on borrowings and generally treat it's customers like crap.....all of this while the 'fat cat' bankers sit back and pocket their million pound bonuses, sit around in the executive bar chuffing on big cigars and congratulating each other on being masters of the universe. Let's not forget, it was the greedy bankers of this world that brought about the continued collapse of the global economy. They should all be lined up and shot! LOL

 

Agree'd, the dirty fat bankers and Bilderberg'ers. Ill stop there.

 

Or, perhaps, they need one of those intelligent pigeons that the old British Army used so wisely and efficiently in WWI and WWII...

 

Well, back on topic after our little diversion! LOL

It's officially now two weeks (well, 2 weeks, 1 hour and 13 minutes to be exact ) since the offer was made. I still have no concrete offer from Dell. Again, been told just now that it's still waiting on approval. I have no idea why it takes 2 weeks to approve something that's already been offered. I've asked for some specifics as to what is waiting on being approved.....

The long wait continues.....

 

There is very little one can say about this whole situation.

I do think that they will in the end give you a new MX18, but no one will give you your time back.

What I would like to know why there is no one in the whole Dell willing to really help.

 

Well, we'll wait and see regards to what they "propose" as an amicable solution after all of this mess. I have a feeling that no one from Dell has commented on this thread (AW reps on NBR) as a lot of them already know about it via PM. It's actually gone further up the ladder than this, now. Other Social Media colleagues are more "behind the scenes" so to speak, and won't post on here.

 

Just finished reading through the entire thread and all I can say is that you have handled the situation in an exemplary manner. I hope that you receive a response soon and that any AW reps on NBR forward this as an example of how NOT to handle a customer service issue.

 

Thanks for the kind words, much appreciated. It's good to know I have such support from everyone, it means a lot. I'll just continue to wait and keep the same approach as I have always done.

 

Best of luck steviejones on getting this resolved. You know i have had my own issues with Dell and said a few times myself i would never again buy from them after waiting 2 months for something to get fixed but there are so few options like Dell it will be hard to stay away.

I have been following this thread since its inception but you know how to handle things so i could not offer up much advice that was not already gone over umpteen times.

Good luck and i am sure eventually (have to bold that one) you will get this resolved.

 

Its a benchmark. Not real life. You will not be able to tell the difference if you transfer large files.

You think i'd waste all of this time and get stressed out just to try to troll someone?
Pfft, i want it resolved and dealt with.

 

Okay I've just went through the last 20 pages or so of this thread (so much has been said today alone!), and I feel that the air needs to be cleared out a bit.

First to Kevin: Stevie is by no means whining, nor has he ever before. Us who have known him for years now through NBR know what kind of person he is, and you'd be hard pressed to find someone more helpful and respectful not just over on these forums but anywhere. For some reason I get the feeling that you formed a totally wrong idea in your head about him, so just take a step back, gather yourself, and start over. You'll see that you came out way too strong and aggressive.

Second to Stevie: I believe Kevin is actually a good lad, I know some of his posts may have suggested otherwise, but I wanna give him the benefit of the doubt because sometimes people get hot-headed without even noticing, I believe this is the case with him. Had his posts been a bit more constructive, objective and less judgmental he would've come off as a much more pleasant guy.

So let's turn this rather entertaining but not very productive page behind us, and let's start a more constructive and conducive conversation/debate from he on :thumbsup:

And finally to Mr. Fox: I believe half your work has been coming off of this thread, so good job and goodluck going forth buddy

 

As stated my posts and personality has been off because of my meds and i even threw that out there. Rough to do on the internet and i feel like i'm still being attacked by stevie

 

Good points, Ryan. You are rather a good peacemaker...well said.