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

Well, it seems pretty clear to me that @DellCares have withdrawn ANY offer of ANY replacement machine, because I already have a replacement machine.......that's pretty much exactly what they have said in their last Direct Message....

I must admit, I am completely and absolutely gob-smacked by this latest turn of events. After finally being told that I would get a new replacement machine, then to be told that that machine would be an extremely incomparable specification and THEN to EVEN have that withdrawn is just...welll.........words fail me....it's virtually impossible to describe my level of frustration, dismay and anger right now...

@Kev - I don't think that bird will fly, Bro....thanks though.

 

There isn't. Dell's warranty pretty much states that you're paying for a warranty that guarantees a working machine until the warranty runs out.

I've received a replacement for a replacement, and even a replacement for a replacement that didn't work. Canada's laws are strict though, no refurbished parts are allowed.

US version:

 

It seems "^FY" at @DellCares is absolutely useless. I'm not insulting anyone, but that particular rep is the one that told me my issue was the AC Adapter. Then, "^FY" told me they needed my phone number and that's the reason why I was never contacted last week, despite the fact that I gave the tech my number last week and the tech finally contacted me, about 12 hours before "^FY" told me that they needed my number. Now, they keep asking for my phone number, but I've refused to give it to them. They have my information. Why do they need to ask for it? A different rep @DellCares asked me for my number again and I won't give it to them, because I gave it to the tech LAST WEEK and he's already called me.

Again, not trying to put my problems out there, but it doesn't seem that @DellCares is on the ball.

This is just pathetic. I don't know if you have a Better Business Bureau, Steve, but I contacted mine over this issue.

I still wish you luck sir.

 

Thanks for the kind wishes, MnemonicSyntax. Without wanting to sound off at anyone in particular, this FY person (Frances Yap) seems to have been the key person in dealing with my case thus far. I'm glad it is not just me who has encountered poor service from this individual.

I just want to recap on something Zero posted, as follows:

I fail to see how this differs in my case. A replacement was offered, but it certainly did not abide by that logic. Actually, it seems apparent to me that no one even bothered to check it was comparable. I messaged @DellCares stating that I would elaborate on why I felt it was not comparable, but they did not reply. The next reply from the was the one I had this morning, telling me that all offers for replacement machine were off, and that the only resolution (if that's what you want to call it) was their very first offer of a 'random' 512gb SSD.

 

What i've learned at my job dealing with developers is that on most levels of support most people don't understand how computers function. Who ever is assisting you with your case doesn't understand RAID. They probably don't care, or have been told otherwise. Your best bet would likely be to go above their head and state they are poorly trained and have no concept of the computer they attempted to replace.


The "developers" i support are told by local support that they need to make free space available on their get this, 40GB HDD to make the machine run faster.

 

Understanding anything doesn't really come into it at this late point in the game. Dell offered me a replacement machine. Period. I did not demand it. Now, any replacement machine should be as Zero pointed out - like for like, or better - which we already knew. What Dell have done to me here is nothing short of robbery. They have offered me a replacement machine, failed to offer a 'like for like, or better' specification and THEN turned around and withdrawn that offer of a replacement, simply because they are not prepared to actually offer me 'like for like, or better'. They gave me one specification, which as we all know, was amazingly inferior to my machine. Obviously, I was not going to accept that, but Dell have since decided that they will not offer me a replacement that ACTUALLY IS 'like for like, or better'......god know's why.

Talk about pulling the rug from underneath someone's feet. Even after 12 hours since receiving their latest pathetic message, I find myself thinking "Surely to god they are having a laugh at my expense" - I'm still pinching myself to actually take in what they are doing to me right here......it's beyond criminal, especially when I see other owners getting BETTER specifications than original, getting the NEW revisions from machines as old as mine.......

Right now, I am absolutely seething......this is the last time I will ever do ANY business with Dell. I am going to close down my thread that attracts business FOR Dell, I will, at EVERY opportunity, advise ANYONE that asks me to NOT buy Dell computers or ANYTHING Dell related.

If that sounds like sour grapes, it might well be - but can you actually blame me following the diabolical treatment I have had at the hands of Dell....

 

Stevie, enough is enough, just take the matter to consumer affairs (whatever is the legal entity if uk), I don't see any other way. You have given them more time than they deserve.

It should have been a simple like to like replacement with decent specs and it should have been over ages ago, you are still getting shafted. Just go legal on dell and let them know, you have documented this all and will be taking it to media as well.

 

Can you send an email to Corp. and escalate the hole matter? I know in the past I have done so and got the matter resolved with in 24 hours.
I agree that the offer of a replacement was not like for like, far from it. I would give one last shot before hanging it up with Dell.

 

I've got one 'iron in the fire' so to speak, and I will wait to see how that pans out. If that fails, I really don't know if Dell Corp. will do much because the iron I have in the fire is pretty high up at Dell US. If they can't sort it, I don't know who will.......I can't say any more at this point as the people I have involved may wish to remain anonymous in how this unfolds. I owe it to them (you know who you are, and thank you for your help guys, as I know you are probably reading this as we have already discussed) to keep their names out of it, especially without their consent.

I've just realised something that is quite an astonishing fact. This thread has been going on for almost 5 weeks, it has 360 posts and is THIRTY SIX pages long. It's also had over 80 votes, and over EIGHTY PERCENT of the vote is in agreement with the option that it is unacceptable service which they would not be happy with.....the other astonishing fact is that NONE of our AW reps have even stopped by to post, even if it was just a supportive comment. NOT ONE. The only Dell person to post here was Chris.....two posts and then nothing.

Quite a shocking set of statistics, don't you think? - I wonder how this would have gone if I was a US customer.....

 

Time for the social experiment to see what happens if the machine DOES belong to a US customer

Should that iron in the fire fail to work, that is.

Seeing how the treatments that US customers get seem to set you off, allow me to comfort you with some of the unwritten Alienware's policies in my old country (stevie you know where that is ):
1. If a machine is bought in the US and then has its warranty transferred, no replacements will be offered.
2. A locally bought machine can have a maximum of ONE replacement within the FIRST year of warranty. Nothing after.

Are they backing out on the black and white of their official warranty? Most certainly. Are people making noise about it? Thousands of them are I'd presume. Anything anyone can do about that?

Let's hope the strong arm of the law in the UK fares better should you ever resort to that!

 

To be brutally honest, I have now gone past caring what happens. Dell can do what they want to do. I've had enough. I now officially don't give a rat's testicle anymore.....don't care if they resolve it or not. If they don't - the machine is getting sold with as much as I can screw out of them. If they replace it like for like or better, as they SHOULD have done in the first place without all of this hoopla, that's getting sold, too.

I've literally had as much as I am gonna deal with from Dell and I aim to never buy another Dell product EVER again - no matter what -and Dell can blame EMEA support for that. Why would I buy anything Dell ever again if they consistently fail to back up their customers? - nah, that's it folks. Game over.

I know that there are some rather 'high up' people at Dell that are actively watching this thread and cringing. They have told me so. They want to help, but to be honest guys, I think whatever the resolution, it's just gonna be too little, too late. The damage has already been done in the way I have been treated over the last few months. I've been forced to jump through hoops like a circus animal, and the minute I think I've gotten somewhere, Dell shaft me all over again.

Forget it.....you can stuff your machines, Dell. I literally do not give a crap anymore. Go tell that to Michael Dell.

Also putting a stop, with immediate effect, to my money-saving thread here: http://forum.notebookreview.com/ali...-aw-system-accessories-please-contribute.html - I refuse to continue to refer business to Dell, out of my good will and intentions to save people a few quid. No Sir, no more business from Stevie. Not a cat in hell's chance. Gonna go update that thread right now.

EDITED MY THREAD - I know it will hardly make much difference to Dell, but my days of 'helping' them are long gone, done and dusted. It really would take a MIRACLE now to make me change my mind.

I'm done. I've had enough. Had enough of being treated like crap, had enough of wasting MY time, basically I've had a stomach full of Dell, Dell EMEA and this whole debacle. As much as I love Alienware machines, this is just pushing things far too far and I cannot take it any more.

I hope that those people from Dell who are watching/reading this thread will realise that they have just lost a very helpful owner/member, and maybe they will realise that they cannot go on treating valued customers in this shoddy fashion.

 

I'm more than happy to back you on that too, since this is the kind of service we can expect anywhere but in the US.

I'll stick to Sagers.

 

I haven't endured anything like this and am thinking of selling my m17x r4. It's a good laptop, but if Dell wants to make the same mistakes every year, I want no part in it. These laptops should trounce the competition without much trouble, but silly caveats like GPU throttling at low temperatures and clueless Dell reps prevent them from doing so. That's hard to accept for the prices Alienware charges.

Good luck.

 

Sorry it has come to this..they should care anout customers that support them. Its a two way street.

Sent from my SPH-D710 using Tapatalk 2

 

I agree with you, and I've only been through about half of what you've had to deal with. I do greatly appreciate the help you've provided me the short time I have been here though.

Agreed, although I am in the States and I've been going through "Dell Hell" too. Never again for me.

 

Thanks. You can only push someone so far, and then they snap. I've just snapped. It wasn't because of any new developments since my last post - it just hit me like a sledgehammer that for the last 10 weeks or so, I've been devoting far too much time to this, it's been stressing me out constantly and I can do without this kind of stress in my life. I just can't take it any more.....I've found myself constantly waiting for news, getting up in the morning and being disappointed with nothing, or worse, getting upset and stressed with the completely barbaric way in which I've been treated.

Dell haven't just lost one customer here, they have lost potentially a LOT more......their choice through they way they have treated me .

 

No need to be so definitive about never buying Dell again I feel. Although I can sympathise with how hard it must have been to be led by Dell Support into believing and having your heart set on a new 18 only to be offered a substandard replacement. But Alienware makes awesome machines and you might be tempted back into a future revision in a year or two.

 

What's the point of a "future" revision though if the customer service isn't there?

I have no faith in them myself either. The same throttling issue from the 580m is now present in the 780m in the new revision. According to some people, the new 17 is using the same screen as a former Inspiron model. How can one have any sort of faith when history just repeats itself with Dell/Alienware?

 

If I can get a Sager from someone like Mythlogic or XoticPC, who take REAL care of their customers instead of this arms length, weeks of approval, replacement built by someone that thinks MB/s is a capacity, not a speed, why would I ever get an AW?

Frankly, they're not the best. You buy them for their support. If they can't offer that, all you've got over the other guys is a few lights, and a fancy look.

 

That's not really true. Alienware still has the edge in build quality, input devices, audio, and a few useful features like CPU overclocking in the BIOS and the ability to disable Optimus. I don't know about much about the 17's cooling, but the 18 has had better results than any competitor. Of course, quality control is terrible, customer service is inconsistent at best, and you pay out the nose for add-ons, so those things might not matter.

P.S. XoticPC is a joke. Mythlogic is fine.

 

I haven't had or heard about any issues with XoticPC, dealing with Sagers. Any other computer, I wouldn't bother buying from them...

Build quality isn't superior, in fact, I hate the way AW computers look flashy. I need a powerhouse I can take to meetings without being laughed at. In comes the sleek, zero branding Sager.

Input devices aren't superior when you look at the new models, which even have Thunderbolt ports. Their keyboards are great too, just with no macro keys, which I never use anyway.

Audio, AW isn't superior at all. Maybe if you count simply the speakers, but I have no issues with mine. My old R3 had a wicked ground leak, and my three Sagers have not.

CPU overclocking in the BIOS, or in XTU in Windows makes no difference. Especially since the BIOS is pretty locked down, if you stick to stock.

I like, and have no issues with Optimus, so it doesn't affect me at all. And you could disable Enduro, so... Their SLI machines also have zero battery saving methods. No Optimus, no Enduro, nothing.

 

Stevie if the contacts you have do come thru for you and get thid resolveded. Then i think you owe it to them to reconsider staying as why should they bother? After all its the years of building friends and contacts that counts. Am i wrong? Would hate to see you leave.

Sent from my SPH-D710 using Tapatalk 2

 

There is that to consider. I know that there are still a few Dell US guys that are working trying to sort 'something' out behind the scenes, so I guess I owe it to them to see what gives - I have no idea what, I'm just in yet another waiting game....and quite frankly, I have had enough of waiting. Of course, I will let things 'run their natural course' now that they have started. I can tell you, it will have to be something rather spectacular to restore any modicum of faith in Dell, as a whole.

I would most likely still 'hang out' here on NBR, with my little Z830. The people here are great, and I can still talk the talk, even if I cant walk the walk LOL.

The thing that bothers me most if I stay with Dell would be a repeat performance of this farce - to have a replacement offered, then withdrawn is a joke. It's a bigger joke that the replacement offered was an even bigger joke....I just am not laughing any more...

 

Oh, I almost forgot. Just replied to that latest message from @DellCares which stated that they would no longer be offering any replacement at all. You know, the one they offered me on 11th June that took them 3 weeks to get approval on, that came back as an insulting offer that was amazingly inferior both to the specification AND value of my current machine?? - the offer of replacement that they WITHDREW from me because of the fact that I had a replacement machine due to DELL's 'crappy machines' in the first place?? - anyway, here is what I said:

I will be approaching legal avenues now - enough is enough. Let's not forget, I have it in writing from Dell that they offered me a replacement machine, which by their own admissions and policies, should be like for like or better. I keep ALL my Dell correspondence, that's why I can go right back to 2010 and rattle off exactly what I bought, when I bought it, how much I paid, what went wrong with it, who dealt with the complaint, proposed resolutions, emails back and forth for EVERY little bit of my Dell history - and when I say everything, I mean EVERYTHING. (call it OCD!)

If they wanna play it hard......bring it on....

 

Sounds like you need a drink. Treat yourself to one. :thumbsup:

 

Sounds like it's time you let rip Stevie. Its good you've carefully documented your dealings.
While us members at NBR have been optomistic and behind Dell that they will get it right it the end, It's been discusting to witness Dell acting like mafia thugs trying to screw you and wear you down. Seems like they are making up the warranty rules as they go along. It's news to me warranties can only be used once!? Wait.. That's news to us all, so perhaps I should ask for a refund since j just extended mine!!? What's the point of a warranty Dell?!
You've been plenty patient and they've spat in your face one too many times. Shame it's had to come to this, shame on Dell, shame they've had no respect for a customers, shame they've effectively made non US warranties a sham, shame they've disrespected their own products. Shame, shame, shame Dell.
Stevie, yes time to teach Dell a lesson.

 

Shame on Dell indeed. Well, shame on the people who have been dealing with me thus far anyway's. Of course, out of courtesy to the 'Senior Dell US guys' that are STILL actively working behind the scenes on my behalf, I will not proceed with any legal action until I have heard back from them. It's only fair of me to see what they can come up with as they actually ARE concerned with my case and experiences, and are still working on getting me an adequate resolution to this nightmare. Again, I won't post names etc, but these guys know who they are. Regardless of the final outcome, I thank you guys for at least showing the enthusiasm and interest in my plight and for doing whatever is in your power to address things properly - thank you, guys, I know you are probably reading this!

I will, however, be seeking legal advice before proceeding with ANY course of action. This will be a last resort, if you like, but I want to be fully armed, primed and ready for battle to the death on this one - such is the way I feel about this right now.

As you guys know, I put a stop, with immediate effect, to my thread aimed at helping people from the UK buy Dell/Alienware products. I think we all know the reason WHY I felt I had to do that. One interesting statistic that I felt it worth pointing out about my thread is as follows:

It is, and probably will continue to be, one of THE most viewed threads in the Alienware sub-forums, since I started it about 2 and a half years ago. It's 142 pages long, it's had over 110,000 hits and close to 1,500 posts, making it one of THE most popular threads here on NBR, with the excpetion of a few other threads such as saving $$$ ordering in the US. My thread now has an opening message leading right back to this thread, so that ANYONE looking for Alienware from the UK or Europe who happens across it (and obviously, a LOT of potential Dell customers have come across it) will automatically see the level of treatment we get in EMEA territory.

Will it stop those people seeking to buy Alienware from buying? - maybe, maybe not - but at least I will have done my bit in warning them of the perils of buying Dell products from within EMEA territory.

As I've said, a LOT of business for Dell has been generated from my thread, business which will no longer be coming Dell's way from me. Will it hurt Dell? - probably not much, as it's small drop in the ocean, financially. Will it provide the wrong kind of publicity? - it sure will.

If Dell insist on treating it's EMEA customers like crap, then they can expect to reap what they sow. Sour grapes? - no, not really. I just tell it like it is, and I will not be part of promoting Dell or it's products if they continue to treat EMEA customers like second class customers, who represent nothing more than something they have trodden in by mistake.

I've been a staunch advocate of Dell and Alienware for many a year now, and I have actively promoted virtually all of Dell's products to anyone who has asked me about them. However, if Dell insist on 'playing it nasty' when it comes down to offering 'like for like' support for their products, they can certainly expect for many people, including myself, to jump ship.

If that's the way Dell want to play things, fine - two can play at being 'nasty' though.........it's a real shame, but I am not one to roll over and take it. All Dell had to do was to afford me the same treatment, when it came down to a replacement specification, as they do to their primary market - the US, but instead, they chose to try and screw me over......

BIG mistake...HUGE!! (actually, it kinda reminds me of the scene from the "Pretty Woman" film with Julia Roberts - the shop staff treated her like garbage the day before, because of the way she was dressed (as a hooker) but what the shop staff didn't know was that actually, she had a bucket load of money to spend. Some of you younger guys might not recall it, but here is the clip):

 

Well one could always look at it in another way and think about how much money people managed to SAVE through reading your money saving thread. Some dude over at Dell EMEA could easily have mistaken that for a LOSS to Dell's revenue and thus developed an insidious plan to manipulate you into closing that thread.. Only it became negative advertisement who could've thunk that?

Please do not feel intimidated by the magnitude of Dell. As a business entity they're just one person so your brothers here at NBR far outnumber your adversary

 

I guess that's another way of looking at things. Hell, they shoulda just hired a hitman and have done with me LOL. Oh, uploaded a video to the end of my last post....I felt it quite apt, given the circumstances.

 

I've seen this thread expand and have mixed feelings as well as some questions.

The Key point is the following.
How long after receipt of the M18x did it take for the SSD "slowdown"?
In otherwords how long have you owned it until this was noticed?

You've stated that you're no longer willing to provide information on savings on your other thread for Alienware computers because of how you've been treated in recent events.
Understandable.

However, on the other hand, despite this customer loyalty and indeed brand support you show for Alienware they still, ultimately, do not need to show you any form of favoritism just because you potentially helped bring new customers in. It wasn't asked of you, nor were you contractually obliged and acts of good faith count for very little, if nothing, concerning big business.
It's not customer friendly but then business is business as they say.

Sponge_gto may have stumbled across a very possible perspective that Dell could take towards the savings and therefore, in a way, loss to their profits.

I fully expect backlash for this simply because I'm taking an alternative viewpoint but I feel it's important to fully understand what's going on.

 

Caladdon, I don't see how it matters when his drives started degrading. The end result is they are now rooted and not performing as advertised.

If you read the thread you'll learn he doesn't expect any favoritism from Dell, simply them to honor their warranty. Pretty easy.

 

We don't need any debates or bickering. I've deleted the volley of opinions and comment-by-comment rebuttals. They don't add value for Steve, Dell or the NBR community.

 

Thank you, Brother Fox. Much appreciated.

 

He's done playing nice guy, not done giving us any updates on his situation. Closing this thread now would be even worse for Dell, because even if they made it 'right' we would never know. Not like they can make it perfect now.

@Caladdon

We've been over and over the validity of the warranty claim. In the end, it doesn't matter, because they offered to replace the drives, or the computer.

Stevie is also not looking for special treatment, but someone taking care of it in the way they should have in the first place. Closing the savings thread was merely an additional loss for Dell, not a threat. Infact, I think it's pretty well done now in a no-going-back kind of way.

Edit: Two posts while I pondered and typed? You two are quick... Delete mine if you'd like, but meh.

 

Believe me, putting a stop to that thread was HARD, because I LOVE helping people out. I have continued to help as many people as I could do whilst going through my own trauma, as is visible if you look at the thread, and I think that speaks volumes about the kind of guy I am - I've even let a few sneaky ones slide through since saying I wouldn't help, because it's really hard NOT to help....

The reason I put a 'temporary stop' on things was mainly because I cannot currently go on recommending Dell with one post, and doing the opposite on another post - it's just too contradictory. I am all for helping people save money, but for the moment, I need to put myself first.

As for those who think I am 'done', I meant done playing Mr. Nice Guy, maybe I got carried away with my frustration that lead to some confusion about what that acutally meant.......if Dell want to carry on like this, they don't really leave me with much choice but to retaliate in the best way I possibly can. I will, of course, continue to wait on news from the Dell US guys who are working behind the scenes on my behalf - that help is greatly appreciated and it would be churlish of me to to disregard their efforts in helping me.

Am I extremely frustrated, upset and angry with Dell? - Yup, I sure am. I think anyone in the same scenario would be.

I've had almost 10 weeks of this, I've had the promise of a replacement machine (which was great) and then I have had that met with a three week wait whilst some bright boffins at Dell decided that the offer of a pathetic replacement specification would suffice as a resolution. I think I am quite right in saying that the majority of owners who had a 2960xm and Dual 580m's would be upset with the offer of a machine with a 3630qm and a single 675m, right?.

I'm sure Brother Alienwolf won't mind me linking to his replacement thread where he ended up with a new 17 with 4900mq and a 780m coming from an M17x R2 with 840qm and crossfire 5870m's here:

http://forum.notebookreview.com/alienware-m17x/724030-repair-depot-3.html#post9283025

That is the kind of 'inequality' I am dealing with here, with regards to Dell EMEA - I'm pretty sure if anyone else was in my shoes, seeing the way I see others being dealt with over their issues, they would be just as upset and frustrated as I am. Brother Alienwolf deserves the replacement he was offered, without a doubt, because it is indeed 'like for like or better', but in the same breath, I find it totally unacceptable that this same treatment is not afforded to EMEA customers like myself.

I think I've earned the right to be upset, especially as even now, my pathetic offer of replacement was withdrawn without notice or adequate reason, and I'm back to square one all over again.

 

After reading the offer of a 675 vs your 580 sli there is no way the 675 even comes close I mean this shows them as night and day so to speak.

Nvidia GeForce GTX 580M SLI compare Nvidia GeForce GTX 675M GPU

 

Brother wolf, I hope you don't mind me listing your case as an example here - I did so in my last post. If you would prefer I didn't, just let me know and I will edit it out....

And yeah, basically, a 675m is a re-badged 580m. The comparison you linked to gives a very rough comparison, but a single 580m is the same as a single 675m - they are identical in more or less every way, so for Dell EMEA to rob me of one gpu in their replacement offer, along with robbing me of my XM cpu and offering the most very basic entry-level 3630qm is not acceptable. Far from it.

In a nutshell, they offered to replace my 'Ferarri' with a 'Ford' and thought that I would be happy with that! - I voice my opinion to them that I am indeed not happy with it, and what happens next?? - they turn around and stick it to me by telling me that I can no longer have a replacement machine after they offered me one, simply because they do not know what the word 'comparable' means....

 

No problem Stevie the Truth is the Truth!

 

Thanks Bro, I appreciate your understanding and willingness for the truth to come out! +rep, my good buddy of days gone by

EDIT:

I hope Kev doesn't mind me re-posting this over here, as I think it is quite appropriate. Again, if you prefer me to delete it, just let me know, Kev. I'm only cross-posting this because it goes to show that through Dell's own inequality, it has negative and adverse effects for not only them, but for their customers, too.

If only Dell had been fair and equal in the first place, there would have been absolutely no need for any of this thread, no need for me to have gone through 10 weeks of hell, no need for Brother Kev to feel like he had to return his machine after reading my story.......yet Dell chose to do things the way they did. Go figure....not exactly the best business acumen in the world, eh? - and they KNOW of this thread, I've linked them to it countless times....yet they insist on doing things in the fashion they have done....

@ Kev - mate, I am pretty damn sure that you will never go through the likes of this. Dell US are pretty rock solid behind their own customers. Many, including myself, can attest to this. Brother wolf is just another shining example of the exemplary treatment you guys get, so from that perspective, I would not worry about my story, just go ahead and enjoy your machine. You have excellent back up and support in place.....no need for you to fret.

 

Oh, and just a mini '@DellCares' update. Following my last message to them, I got the following response:

This 'Senior Representative' clearly knows nothing about computers, or what is 'like for like' when it comes down to high-end components, which is made abundantly clear by her replacement offer. 'FY' (or Frances Yap) does not, in my opinion, deserve to have the title of senior 'anything', let alone be allowed to deal with someone's multi-thousand pound investment.

So, I simply replied with the following:

I've had a gut full of @DellCares, and a gut full of 'FY'......I can think of a an expletive phrase that matches those initials, no prizes for guessing what that phrase might be

 

Our project managers where i work that manage the projects for developers don't know anything about computers, they aren't even domain admins.

 

See, I don't get how people get away with that. In my industry, even the sales men, nevermind the support, know EVERYTHING about our tech. Crazy things like how many S4s can we fit on a household circuit, or what kind of microphone works best for acoustic guitars.

I don't understand how anything less is even acceptable. If you can't tell the difference between XM and QM, you shouldn't be allowed to configure a damn thing.

 

Precisely.

 

I can't express in words (or I'd get kicked off the Forum) the anger and disdain I have for Dell UK for the screwing over my Brother Stevie is getting. Listen up Dell, MAKE THIS RIGHT for him or I will do everything I can to encourage everyone I know not to buy any Dell product. The USA Tech Support does a very good job of trying their best to satisfy the owners needs. It shouldn't be any different just because someone lives in another part of the world; they still lay down some serious cash for these Alienware rigs. Stevie I'm here for you for whatever you need me to do or whatever way I can help you Brother.

 

Thanks a million for your support, Harlon! - that's a pretty amazing post, I can't thank you enough for your spectacular show of support for me - I'm truly blessed to have so many NBR friends who care about my issues. Thank you ALL, from the bottom of my heart. Truly.

Let's just hope that those at Dell who are reading this thread can see the amazing backup that I have here, and that they act accordingly. Such a public show of support for me is truly incredible, ranging from the posts made with kind words of support and such, to the votes that have rolled in doing likewise.

Quite possibly a shining example of community pulling together in the face of adversity. I think the saying of "United we stand, divided we fall" is quite apt.....I'm hoping that a united front will bring about some form of common sense and decency from Dell in regards to my plight.

Once again, thank you to EVERYONE who has shown their support for me, you guys are truly amazing people and I cannot thank you enough.

+rep a million times to you all!!

 

Could not agree more. If only we lived in a perfect world...

Steve, you should not give up. When you purchased that warranty, both Dell and you entered into a contract, and they must live up to it. They are bound by law to provide you with a solution, even if that means a suitable system replacement.

Edit: Also, beware of delays and other tactics to pass time. They may attempt to drag this on until the warranty has expired and then claim they are no longer bound by contract to supply you with support or a system replacement. Hopefully Dell would not stoop to such a low level, but it happens.

 

I say we keep this thread going until Dell wakes up and Stevie gets what he should have all along. Dell really needs to understand, a lot and I mean a lot of people that spend this kind of money are members here and read these posts. As I am already finding out, there are reports of the 780's throttled back "ouch".
Anyway just like this thread here about Hidevolution, http://forum.notebookreview.com/ali...bad-experience-aw-re-seller-hidevolution.html
Do they really think this is good public relations for them? How much is spent on that every year?..

 

Oh, I'm not givin' up, Brother Dre - I'm gonna fight this right down to the wire. Whilst we do not live in a perfect world, something this easy to to get right should not involve such a battle. It's not that hard to look at one specification, compare it to another, and then act accordingly. I don't think that Dell's policy, regarding replacement machines as a whole, should vary so much from Country to Country. If 'Joe Black' in the US gets his machine replaced with X, then 'Joe Bloggs' in the UK should be afforded the same treatment - doesn't matter what the reason for replacement is, the fact that if a replacement has been offered, that replacement should live up to the same expectations and standards across the board. If it doesn't, then that is discrimination on the basis of location.

Of course, I think the main stumbling block is the people behind the scenes. Dell US are clued up to how they need to treat their customers - Dell UK (or Dell India, basically) have no idea how to act like Dell US. I think serious training is in order to level the playing field, so to speak.

They'd have to drag it out another 2 and a half years, mate.....I'm game if they are LOL.

I couldn't agree more, Brother Wolf. Very well said indeed. I'll keep posting here as long as it takes....in fact, I'll do WHATEVER it takes....it's more like a mission now, not just for myself, but for every other poor soul who has been screwed over in the same or similar fashion.

 

Oh, well, that's a long while. I assumed you only had like a year at the most.

 

Just wanted to say that while I support Stevie in all this, and I do see a large difference between the way US customers are treated versus everyone else, but I would like to point out that sometimes, US customers also have issues at times, so it's not always a cake-walk. Not that anyone claimed that it was or anything, but in case US customers are reading this and think that if they a problem there will be a guaranteed solution in their favor.