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

This is true.

 

But there are so many extra avenues for support. So if you do have a bad experience, it's much easier to resolve that. The US support also seems to have a lot more leeway when it comes to replacements, in parts or machines.

 

There may be more venues, but it really depends on who answers the phone, or who you are transferred to. I've been lucky and made a 5-10 minute phone call to tech support and they were nice enough to just replace my system. Other times I have had to make several calls over several days and still get no where, finally resulting to a return and reorder.

It's definitely "better" here, but in the end, we are all still talking to the same group of outsourced call centers. It's not like we pick up the phone and get spectacular support because we are American, LOL. If only...

The support you receive is also determined by the person's willingness to help you. Maybe the support teams are lazier in the USA, so system replacements are more often here? "Screw it, we tried for 3 minutes! Take this system replacement..." :thumbsup: (This is a joke, btw.)

All I know is, they are people working for a paycheck like everyone else...sometimes you get lucky, sometimes you don't.

 

You can, that's the point. But not by calling their main numbers, by calling specific numbers, or emailing the Social Media team. It seems so damn easy for Americans. Hell, when I didn't get the answer I wanted for my service, I just called back and immediately asked for a supervisor. I called the US number, and was transferred to one immediately, after they saw that I had 5 tickets from previous work.

 

The classic example of how Americans have better support is, well, right under our noses, here on NBR. I'm certainly not knocking the great work the AW Rep's from Dell do here, but if you are outside of the US, you are stuffed, as they cannot assist you in the same fashion. I've seen the rep's take people 'under their wing' so to speak, and assist them if they are having problems. We, outside of the US, get NONE of that kind of 'one on one' treatment. We are just left to battle it out the best we can.

As I mentioned in the early stages of this thread, I reached out to the rep's here, was offered help initially, was told that it would be resolved, gave my service tag and was then left hanging because I was not an American.

Also, you guys do have the 'option' of North American based phone support - you can, if you choose, call up and actually speak to someone who gives a crap, and at least get someone who understands what you are saying, not just some random 'screen licker' who would not know a coffee vending machine from a computer.

To me, that is pretty conclusive proof that you DO get better support......

Of course, there is good and bad service across the board - no one is saying there isn't. It's just that if you are outside of the US, you are a LOT more likely to encounter poor service or have extreme difficulty trying to get to someone who WILL help....look what happened to me when I tried to speak to a supervisor....I was categorically denied this option and all I was given was a POSTAL address to write to regarding making a written complaint if I did not like their lack of help/solution/assistance!!!

Basically, that left me very little option but to try and get some resolution via alternative 'Social Media' avenues, and a few Dell US contacts that I have made over the years. Troubleshooting and problem resolution should NOT be that hard, or require a customer (from anywhere) to have to resort to such lengths.

 

We "can," yes. It's more likely to happen because we are in the USA, but nothing is guaranteed. As said before: sometimes you get lucky, sometimes you don't. I'm not denying it's better, I'm just making it clear that it's not always better. Keyword: always.

It's just one of those things that's out of our control. The main reason being, there are much more people in the USA as opposed to most other parts of the world, so, there must be more support to support these additional consumers, right? It just so happens it is better. An unintentional flaw to the system. One may also generalize that since there are more people here, there are more graduates with technology degrees, and more are hired by Dell, so, overall support may be better because we have more people - not because we are American.

It's not a matter of citizenship or race; it's logistics. There are other reasons as well, but I don't want to go into all of that... You get what I'm trying to say.

 

As mentioned it's based on individual component warranties.
Stevie also did not answer my question concerning how long he has owned the Alienware for which makes me think somethings amiss.

Alienware's warranties are fantastic and the service is second to none so this notion of the US getting better treatment than UK is simply not the case.

 

Let's call is as it is: Dell is an American company and are more in tune with how things are going over there than their regional divisions. It's only thanks to sites like NBR that we're even aware of the discrepancy in the treatment of customers within different regions. So yes, it is because you're American that you get special treatment. Not because Dell is racist, just that there's poor oversight when it comes to maintaining the same standards throughout their regional divisions.

Logistically doesn't stack up. My most recent replacement was built in China half way around the world. My support gets outsourced to either India or one of the Eastern-bloc countries, and all they end up doing is running through a script and either sending off an order to the factory for a replacement, or sending a repair order around the world to one of their contractors (which all has its own logistics, including within the US). The exact same people who handle your support could just as easily handle ours if Dell set their systems up to work that way. From my dealings and those of others, they're usually very happy to help as best they can within their limited power, even though we fall outside their jurisdiction. A sign of top people right there.

It's not like we have some local team at Dell's site in Bracknell who deals with a handful of UK customers. It's a large scale operation spanning worldwide, and the EMEA region is a huge subdivision.

The EMEA region is also far larger than the US. The EU market alone is a larger market than the US.

I've never had a problem with stuff under warranty with Dell, ever, where the problem is clearly a fault of some kind.

I have had a problem with the support Dell provides outside the US, where the problem is not in the script. A terrible experience actually. Dell didn't dispute that the graphics cards in my original XPS machine had failed and needed replacing, not for a second. But they gave me a huge runabout when they were unable to get any, and months ticked away.

When it's not in the script, as Stevie's problem with the drives clearly isn't, the support here tends to suck.

 

You're comparing an entire continent (multiple countries) with a single country - I wasn't.

And of course everything is outsourced, I never said otherwise. In fact, I actually said, "It's better here, but in the end, we are all still talking to the same group of outsourced call centers." This is true for the majority of my support requests. I've spoken to support inside the U.S. less than fives times over the past 12 months, out of probably two or three dozen calls.

 

Nothing is amiss. I don't exactly what you mean by that......to me, it sounds like an insinuation, and a slightly antagonistic suggestion that I am somehow at fault here, which I do not appreciate.

I know that a lot of what you posted previously was also somewhat antagonistic, and many posts were deleted, but I'll attempt to answer your question again.

What makes your question irrelevant is that there is NO individual warranty for hard drives, like their is for batteries - if I recall correctly, you were intimating that HDD's have some 'separate' warranty, which is NOT the case - all other components are covered under the roof of main system warranty - be it a basic 1yr warranty or a 4 yr Complete Care plan. Therefore, how long I have owned the AW for is also irrelevant, as long as I am within my system warranty, which I am by some margin - 2 and a half years left out of 4.

As for warranty being fantastic and your assumption that there is a no divide in level of service/support, you are clearly misguided - and many non-US customers will tell you the same. However, I expected such a statement, so I am not surprised by your comment. Until you have experienced support from within either the UK and EMEA, you really don't have much basis for making that statement.

As a comparison for US vs. EMEA, you might want to read Brother Alienwolf's thread concerning his recent system replacement. You can find that here:

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

The cause for replacement is not really important - more so, the important fact is that that a replacement was offered to BOTH of us. How we were both dealt with AFTER the offer of replacement is TOTALLY different - that, my friend, is a fine example of the divide between US and 'Rest of the World' support, and if you fail to see WHY, then you need to do more reading of both threads.

Brother wolf was dealt with swiftly and in accordance with Dell's replacement policy of 'like for like or better', and he actually ended up with a pretty good resolution. Myself on the other hand, have had to wait 3 weeks just to get an offer through, and when it came, it was a pathetic insult. To add further insult to injury, even the pathetic offer has since been retracted by Dell EMEA.

So, let me ask you this: does that sound like there is STILL no difference between the US and the rest of us???

May I also just take just a moment to remind you of the following, before you retort:

So, please, let's not have another repetition of previous events - posts which 'add value' are fine, Thank you.

 

Sorry for the double post - the previous one was getting quite long.

Anyway, Brother Dre, I have to reply to what you mentioned highlighted above.

A quick glance at this shows you to be wrong, regarding population being proporionate with support. Both China and India are larger in population - much larger: List of countries by population - Wikipedia, the free encyclopedia so that argument goes out the window, even if you just add up all the smaller Countries that make up EMEA, they would dwarf the population of the US considerably, so from your logic, actually EMEA should have better support as there are many more people making up EMEA than the US.

Also, the argument that there are more 'educated' people in the US is wrong: And the World’s Most Educated Country Is… | TIME.com (Brother Hybrys will be pleased with living in the most educated Country in the world! )

And no, I don't get what you are trying to say, really I don't

I'm not posting to be argumentative, just to correct some mis-information and/or mis-understandings.

 

You may have noticed I mentioned "one of many factors." My "logic" is not solely based on population. So many things must be taken into account.

But as Mr. Fox warned, no need to get into this. I just hope you solve your issues with Dell.

 

Thank you.

 

Just thought I would update things. Again, no news or contact from anyone.

Nothing from @DellCares since I responded to their last message, which stated that 'FY' was out of the office and that she would 'update' the next day. That was 12.39am on Saturday 13th. No reply, no update, no nothing.

Also, not heard anything in relation to the Dell US side of things - my last news on that was that the Dell US guys that are involved behind the scenes had escalated things to some people 'high up' the 'food chain' in Technical Support. I was told of this escalation on Thursday 11th. Not heard anything since.

I'm really struggling here to totally understand things. The way I look at it, it should be a VERY simple thing to sort out. As a replacement machine was offered in the first place, it does not take a rocket scientist to work out what is actually 'like for like or better' - well, scrub that, it MIGHT require someone with more than two brain cell's to rub together on the EMEA side of things - but it surely is not THAT hard for someone to look at things objectively, honour the replacement machine that was offered in the first place, and actually offer a specification that is in line with 'like for like or better'

Anyone would think that I am asking for someone at Dell to land a space shuttle on Neptune (given that Pluto is no longer classed as a planet) !!!

I know, at this stage, I'd like to park a space shuttle up someone's 'Uranus' though

 

Again, I think you're being way too patient. I'd be causing hell on earth for them right now.

In fact, you CAN file a BBB complaint from any country in the world. So I'd go right on to bbb.org, hop on the US site, and search for Dell @ Round Rock TX, which is their headquarters. File your complaint, and they basically need to respond.

 

I agree with Hybrys. After waiting 8 days for a return call, I finally got it, but the tech left a very rude voicemail. Plus with all the issues with "FY" @DellCares and others not getting back to me when they said they would and providing a timeframe as well and not meeting that timeframe, I contacted the BBB and got a call Friday from Dell Corporate and he took all my information and wanted to hear my side of the story. He then said he would get back to me today, with an update. So, here's hoping.

Don't get me wrong either Stevie, I love your patience. But I can't wait around myself for a resolution that may not happen, especially since I need my laptop for school starting again next month.

 

I agree that it's gone on far too long. Yeah, I am probably being TOO patient - I admit that, however, there are some mitigating reasons as to why I am not (at this minute, anyway) jumping off the deep end and starting proceedings against Dell. I can't divulge those reasons just yet - I will in good time though. Let's just say that I have been approached by some senior Dell US people and offered what I would call a 'special opportunity' that I would love to take advantage of - nothing to do with my circumstances here, but something I would very much like to be a part of, and that I do not want to spoil unnecessarily with rash actions. As mentioned, some senior Dell people are working on this - I owe it to them to at least let them see what they can do before pulling the entire plug and going ballistic on Dell.

So, as I AM patient, I will let them respond....see what they can do....and take it from there.....

 

Sounds very intriguing! I hope you'll be able to divulge all once it's reached its conclusion

 

this whole situation has put a gloom on this place. literally speaking too...anyone else notice how the forum isn't as colourful anymore now that stevie's signature is all grey ?

the spec.ops will hopefully add a nice twist & additional benefit to the ending (which Dell EMEA need to sort out!)

 

I too have noticed..

 

Hi Stevie, I really hope you get this resolved soon and if it does & your happy with the outcome, I hope no body posts the clichéd inane comment that Dell evenually came good in the end or I'll VOMIT.

 

Thanks, Mutumba.

I too hope that it's resolved in the end. Probably, if it is, I will just feel a massive sense of relief that it is all over and done with. Part of me will of course look back at the length of time it's taken to resolve etc, but hopefully there is truth in the saying that 'good things come to those who wait'....

Definition of 'good things' being equal to what I should be entitled to under my warranty anyway.

 

I can not believe it is Wed and you have heard nothing..I would be fuming. You seem to be holding it together pretty darn well!

 

Got to keep it together, buddy - if I didn't, I would have cracked up a LONG time age, and I would have gone insane already.....

 

Completely unacceptable. Damn shame.....on the verge of cancelling my current order because of it.....was treated horribly on the phone a few days ago but went through with the order.....after reading this....

 

Do you have a number to call? I don't have any experience with UK warranty service, but here is my take:

(BTW, Stevie the way Dell is screwing you is just pathetic, you should totally get a resolution, and if you want I will email the 4 managers that have helped me... don't know if that would be useless though)

Not to rub it in AT ALL, but I am in the US, and I had a refurbished unit that I bought second hand. Got a replacement that was 4900 vs 2820, 780 vs 580, and a msata cashe on top of it all. DELL MUST HONOR THEIR WARRANTY TO YOU. Now I feel kinda guilty that I got such good service, and a little sick too...

I used 1800 of overage charged minutes on my phone talking to dell. I called a couple times a day, and asked for an update at every possible opportunity, and always asked for a manager when the underling had no answer.

I got transferred dozens of times, and you can use dropped calls as bargain tools. I also found that promising that I would put in a good word for the underling helped get me miraculously through to managers. I figured that I could spew acid and feel rotten, and maybe run into some people who wouldnt cave, or be nice and try to weasel out what is rightfully mine.

Hang in there. You deserve a replacement. SSDs are expensive, and even if you received them for free, they were compensation for your troubles.

Also, file BBB for sure (unless there is some opportunity you are trying to preserve). Last, pm me for one last method if you want. Might work, might not, but it is totally worth it.

GL,
Bob

 

Hey Bob! - thank for the support and kind words, mate - much appreciated. I'm glad so many of you can see things from my perspective, even if Dell cannot - or continue to turn a blind eye to things anyway.

Also, don't feel bad because you got great service and support - I'm more than happy for ANYONE to get such treatment. It goes to show that there IS good service to be had, just that it is severely lacking in some circumstances - primarily involving those from EMEA territories, going from my three years experience when seeing such replacement discussions/posts on these forums.

As for BBB and other avenues, I'm remaining patient (yeah, STILL patient) before doing anything there is no coming back from. If I do wind up still coming up against a brick wall with Dell, rest assured, I will be exploring each and every avenue possible to gain redress for this. I'm patient, and many of you would say too patient, but I am also no pushover. Sure, I might be the little guy against a huge global corporation.....but I take comfort in the story of David and Goliath. I am also a great believer in what goes around, comes around, too. I might win out in the end without the need for such action, I might not even win out if further action IS needed - one thing is for sure though.....

If my 'ship' does sink, then rather like the clip from the Titanic Movie when the ship is sinking, at least I can hold my head up high, with respect for myself as a gentleman....Dell, quite possibly, would not be able to the same:

 

Way to be. I'll continue following the situation.

 

Dell if you're reading this. Can I ask you a serious question?

"WHEN ARE YOU PLANNING TO FIX UP THIS MESS?!"

We are all here watching and waiting in disgust.

 

Well, I was told yesterday that my 'case' was being 'reviewed' by someone with authority at @DellCares. I am not giving out names of who's reviewing or who told me, as that would not be fair to those involved. I was, however, told that this 'review' would pretty much be the last word on things, from a Dell perspective. I am awaiting news on that, but do not have any ETA for such. I will obviously keep this thread updated with any developments.

I am slightly confused though. I'll explain:

Obviously, I have been dealing with @DellCares for what seems like an eternity, and as you guys know, I also had some other Dell US people take an active interest in my thread - they were NOT from @DellCares, but from other departments within Dell US (quite 'high up, so I was told) and they showed a compassionate approach to my plight and they were quite shocked and apologetic about the service I had received thus far. They were more than willing to listen to me, and told me that they would escalate my case to the relevant people 'high up' in Technical Support'.

Not surprisingly, I had no contact from technical support, so I asked the gentleman who had escalated about this. He was surprised that no one had contacted me and he mailed me back saying that he would follow this up. That was yesterday at around 1.40am UK time. I have still not had any contact from anyone at technical support, as of writing this post.

Later on that day, I found out about the @DellCares escalation (of course, not from @DellCares themselves, but via a contact I have) at around 3pm UK time. I could be wrong here, but I have a hunch that as I had not heard anything from @DellCares since my last DM on 13th July (in which I mentioned that I would be approaching UK Trading Standards etc.) that this 'escalation' from @DellCares was done internally because of my DM, and not as a direct result of the OTHER escalation to Technical Support that I was told of by the gentleman who had been reading/watching my thread here.

So, I have a feeling that there are two escalations in progress - and they know nothing about each other. I'm assuming that because, afaik, @DellCares and Technical Support are separate departments.

Maybe I'll fire off a quick email to the gentleman that I have been dealing with since @DellCares decided they were abandoning me......at least he showed some compassion and interest in helping resolve my issues.

 

You should and each day. I really am surprised they have let this go on for so long. Either resolve the issue or end it. At lest you would know where
you stand. The gears turn painfully slow at Dell.

 

This has just got WAY beyond being funny....I am FURIOUS!!!!! - just had an email through from one of the escalation routes. Pretty much think it's final. Here is what it says - you guys are NOT gonna believe this.....here goes:

Hi Steve,

This pertains to your concerns regarding hard drive speed which was being addressed by my agent Frances. Firstly, would like to thank you for bringing your customer experience to our attention. We appreciate anyone who takes the time to relate their customer journey.

Your concern was reviewed by the Global Social Media Outreach leadership team, Product Quality, Social Media Governance, Alienware senior tech team and EMEA executive escalations. The hard drive is functioning as designed, however, we tried to offer the best options possible including hard drive replacement and like to like system replacement.

Unfortunately both options did not work out hence considering you are one of our valued customers, I would like to offer you a complete refund for the system. That would also provide you the opportunity to purchase a configuration of your like if you wish to order one. Please confirm your consent in order to begin the procedure. Appreciate your patience and co-operation.

I really cannot believe this. Dell are saying that there is NO PROBLEM with my drives. They are also saying that they offered me a LIKE FOR LIKE replacement, which they clearly did NOT do.

So, what do they do as a resolution???? - throw my money back at me instead of ACTUALLY offering me a REAL like for like replacement. I bloody well PAID for warranty for this EXACT reason - should something arise like this, I would be covered. Tossing my cash back at me and in the same breath, telling me that I can use it to buy a configuration of my liking is, well, extremely insulting.

Talk about trying to 'wiggle out' of honouring my warranty!!......nah, instead of doing that, and giving me a REAL like for like replacement, it's easier for Dell to chuck my money back at me. Heck, if I configured a like for like replacement (which I have done, many times) it would actually work out that I would have to put around £1,300gbp to get back to a comparable specification.

Right now, I don't know if @DellCares are working on something separate, or this "solution" includes what they were working on, too.

I've given them my telephone number, asked to talk to someone...anyone.....I am, arghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh!!!!!!!!!!!!!! WELL BEYOND BEING HAPPY RIGHT NOW........

WHAT A JOKE FOR SUPPORT.

 

Well, in that case, take the refund and go do business with someone else. That's what I would do in this case anyway.

 

What? - and let Dell get away without honouring my warranty (which I paid for to cover situations like this) like they do for everyone else who is offered a replacement machine???? - like for like and all that.....

I am so BOUNCING WITH ANGER right now...I just replied to that email:

You guys REALLY don't know just how pissed off I am right now with this whole bloody thing.....

 

I guess depending on the situation and how much you initially paid, this might be a good thing or a bad thing. Most big companies are accustomed to throwing money at bad situations to make them go away.

Very sad overall. Especially if you have to put more money into buying a "like" configuration. You really should demand a free warranty, or the price of the warranty included in the refund should you go elsewhere but unfortunately, this may not be a battle worth fighting anymore. I would personally be ecstatic, giving a full refund is probably more than what anyone reading your story expected(I was especting them to stick by their story and say "too bad so sad")

Even if you dont get the warranty, consider you got to use a pretty good computer for free at the cost of the warranty.(probably more value overall and less headache trying to resell it) and certainly more value than you having to pump money into it for an SSD and trying to resell it.

Unbelievable the amount of lying and deciept that happens at Dell, even on my recent AW 17 order, I was lied to several times by pushy phone agents who had absolutely no clue. It feels wrong to support such a poorly run customer sevice-company when the products are actually really good.

 

What? - I should be happy with a refund of £3k when a like for like (which SHOULD be offered under my warranty, as a NEW replacement WAS offered) is gonna cost £4.3k ??? - hmmm, let me think on that one....NOPE! NOT VERY HAPPY ABOUT THAT!

 

I wouldn't be happy about that either but chances of them giving you something worth that much more out of principle is probably slim to none.

They SHOULD eat the cost to make this entire situation right, you certainly have suffered enough to deserve the extra cost, but I doubt they will make anymore effort to correct the situation.

I guess its your choice, you have already taken it this far, might as well go down fighting and try to get exactly what you want which probably would have been the appropriate question prior to their previous email. Not just send an email with a pre determined outcome. There was hardly any trace of customer service in that excuse of an email.

 

It's just the nature of the beast. Most large companies will never admit to false advertising and selling you something that clearly did not perform the way they advertised it to. In almost all cases they will try to correct it with money, like it never happened.

An email saying "we were wrong, there was a issue with the drives please pick out a like machine" would have went a long way and probably well worth the good Public Relations for the difference of the upgrade.(which is peanuts to them anyway)

The difference they would pay is a bargain compared to your downtime and the bad P.R. this has created considering this post has 452 likes.

Good business sense has really gone to the toilet these days unforutantely

 

Stevie,

.... well, from my point of view - If I was in your shoes, I couldn't afford stress myself that much as you do over such situation as it is (and I mean I know it all I have been following it all, I have read every post front to back), this would not do myself any good in health perspective, in honesty, They now offer full refund - I would just take that and leave them for good. Me being in your current place so messed around for so long would really make me not to want any of their products and especially let them keep my money for the trade of their stock!

However, believe me or not even if they give you top of the line new 18 with all maxed out, they still make profit on that after they take your system back and keep your money giving you new unit, so why let them win? Especially I already seen how they handle their products prior dispatch, one NBR member's new 18 has arrived with deeply bent bottom chassis cover and faulty screen, other NBR member's new 18 1 of 2 780m has already passed-away for no apparent reason, and there may be more we don know yet about or would never know until some of thee will speak up in public ... Unless you still desperately want newest best from DELL/AW what's available now to comparison of what you've paid-for few year ago(even when youre fully entitled, dont get me wrong Im not saying you;re not, you should most likely get to keep the R1 and get compensation for what you've been put trough, however...), and if you find DELL/AW support/warranty services so attractive and worth-wile considering to what you've gone trough already, worst case scenario you will be put trough same "laundry machine" again, then yes, its your shoes, its your situation and its your decision to go with whatever you chose, its your case...

But consider this and ask yourself - why let them win?

no offence, just my 02cent

 

I agree, they think they are in the right and Stevie believes he is. Problem at this point is unless someone from another Dept settles this with a different solution there are only two choices left. One Stevie takes the refund and purchases a unit from another company. Or file a complaint with the trade board. I think they have run the course as far as they are willing to go. I too am floored by their lack of good will in this, very very bad customer relations here. I am at a lose of words..

 

I'm amazed that anyone reviewing this case could consider your replacement offer "like for like". Do these people not have any idea about the technology they're in charge of selling?

 

I've gotta say, I've been supporting you the entire way.

But them offering a full refund is kind of reasonable to me. You may want an upgrade for your trouble, but you're getting exactly what your warranty entitles you to -- Your product working, or your money back.

 

It's not about wanting or getting the newest and best from Dell/Alienware - it's about them honouring the warranty that I PAID for. Dell offered me the option of a 'like for like' replacement, and I even have the proof of that offer. This is what they DM'd me from @DellCares on 16th June at 1.45am:

Now, I was happy with that, and going by that, they should offer a replacement machine that meets with their own criteria - they said 'like for like' but I have yet to be offered anything remotely 'like for like'. How ANYONE can consider that a 3630qm/single 675m is 'like for like' to a 2960xm/Dual 580m Sli is beyond me. I am not about to let it slide that they CANNOT make an accurate 'like for like' comparison - maybe I need to get an independent expert in, as Dell seem to have no idea whatsoever about what IS 'like for like' - or maybe they are just trying it on....either way, I'm not one to be bluffed.

Again, the problem lies in their idea of 'like for like'. It is grossly out of order, especially when you look around at other recent cases. I'm pleased for you that you got your 'like for like or better' solution, Bro - but I should be offered the same treatment.

Dell offered this option. Now they want to wriggle out of it by saying they DID offer 'like for like' when they clearly did not.

EXACTLY.

Why should I be worse off financially for taking a refund, and then having to buy my own 'like for like' at full price? ESPECIALLY when I have paid for warranty for this type of event! - Dell's warranty is like for like when a replacement is offered. It WAS offered, but they did not hold the 'like for like' end of the deal up......

 

Having them offer an upgrade is assuming they care about customer satisfaction and trying to keep someone loyal to Alienware. They can most likely write off the cost of the refund, still make 100% profit on your warranty, but will probably NEVER offer something worth that much more. If they were smart, the value of all the agents time collectively, the tech that came to your house and whoever higher up the chains time dealing with this has far exceeded the value of the upgrade. This is BAD business and will never make sense to me.

It's all a numbers game. They have profits to report. If they cared about customer service, we certainly wouldn't get people learning to speak english and trying to work answering our calls who are probably severely underpaid, under trained and over worked(call center metrics and sales goals driven)

We've all seen the disgruntled workers packaging AW's on youtube just throwing them around in the factory. The entire thing is poorly ran but the products are pretty good and thats where I am stuck right now, its really a shame.

You can't get blood from a stone and it probably isn't worth anymore of your sansity health-wise. Take the money and move on, consider it like a bad break up and lesson learned. Like Ultra said, do you really want to be put through the same thing all over again.

 

How many times do I have to stress this fact. THIS IS NOT AN UPGRADE THAT I REQUESTED!!! - IT IS DELL BACKING OUT OF HONOURING THEIR LIKE FOR LIKE WARRANTY, BECAUSE IT SUITS THEM FINANCIALLY TO DO SO!!. Screw me, the little guy, who was foolish enough to pay for Dell warranty, assuming that if things went wrong, they would have my back with a replacement machine if it was ever needed. DELL offered the replacement, now they won't honour a like for like replacement...WHY? - because it's not cost effective for them. Well, I am SORRY, but I took WARRANTY to be COVERED, whatever happened. That's what is insurance/warranty is for. Normally, the company selling said policies makes more than they pay out on, hence why insurance is a MASSIVE profit business. They have contingencies for having to pay out MORE than what would make financial sense, and the majority of insurers would do so. NOT DELL, oh, no......when the hour of need comes, it's a case of 'SCREW YOU - WE ARE NOT GONNA SWALLOW A LOSS, YOU WILL HAVE TO, EVEN THOUGH YOU WERE FULLY INSURED'

If your house burned down, and you were fully insured, would you be happy if the insurers turned around and said 'Sorry Sir, we can only rebuild half your house, because it would affect our profits too much....' - HELL NO! - YOU WOULD NOT BE HAPPY. Same thing here. You would have paid for a policy, just like I have....

Stuff my sanity. Stuff my health. They are NOT going to get away with this......

 

Me along with everyone else on here probably agree there isn't much hope that you will make a good honest company out of Dell. I'm sure many have tried and I just can't see it happening. Even people with more money and legal resources than brains.

At the "very least" you are entitled to your money back and they are doing the VERY LEAST to make this problem go away. That in itself should be the answer to your question "why wont they admit to being wrong, lying to me and not making this better?"

Unless you like a good fight... you may be living in a dream world expecting them to step up and do the right thing.

Sometimes the only way to win is cut your losses and move on, never buy anything from them again and spread your experience with others considering going Dell

 

I love a good fight, so let them bring it on.

 

well mate, I cant keep up with what's your exact goal even after they honour you the warranty you've deserved, you will still be bound to their contract for as long as you've got it(the warranty for the product I mean), you will still need to play "catch the bone" game as long as you will be their customer, and well if you have so much guts to keep rolling their way of keep treating you over and over again in event something goes wrong again in the future, its your call.

I can only see this fight being now matter of principle. After all they have went trough from there side, regardless how ridiculously pathetic stupid their responses to warranty matters were, they have offered full refund now, and I would be so over with it as it will lead you nowhere good at the end of the day, regardless what day that will be. You will still be in their game for as long as you let yourself be their game, not them in your game.

I would drop it and do like I have outlined earlier, but that's me, and that's you.

I wish you good luck in achieving whatever you feel will satisfy you in this fight.

BR

 

You are right. It is principal now. The principal that most other people who are offered replacement machines get a good 'like for like' deal. There is NO REASON why I should be any different to them, especially when Dell offered me the option of a replacement, too.

Someone, somewhere, has NO IDEA about comparing specifications. If they did, and if they did that honestly, I would be happy. Dell have chosen to lie and be as deceitful as they possibly can be to avoid honouring that promise they made to me.

Me taking a refund would be like me rolling over and admitting defeat, something that I will NEVER do if I believe I am in the right, regardless of the personal or financial costs to myself.

 

Like for like in the interpretation of Dell and the person who wrote that email most likely means "like for like" price wise as the person who wrote it can only read $ signs and probably has no clue the difference between the hardware.

No one at dell is going to say "Lets determine the like for like specification value of the computer he had vs whatever that may be today regardless if its $500-1000 more"

You are absolutely 100% right that you deserve what the purchased warranty entitles you to a like for like replacement. If they won't honor the warranty they need to refund you of that as well and call it a day.

And as others suggested to "use" the "accidental" warranty. It is not right and it is not honest, but these companies force consumers to be dishonest. I cannot condone this and I have never done such a thing, but hypothetically someone who went down that path from step one probably would be sitting pretty with a LIKE replacement at this moment since that is paid from a seperate insurer.

NOT RIGHT, just playing the game of the sad world we live in.