My positive experience with Dell

You can say that I was lucky, but I figure I share my recent experience I had with Dell since there seems to be an enormous amount of negative feedback from the community.

I intially ordered a M17x R3 in 06/25/11 and it arrived 07/10/11. For the first 3 days i was happy with it until i noticed 3 dead pixels throughout the screen. Additionally the speakers would not work after I plug in the headset and the only way to get it playing again was to rigorously plug/unplug the headphone to the jack numerous times.

Unsatisified with the defective product I called for refund by 07/20/11. The rep who answered seemed to be indian (based on the name) but to my suprise she had a perfect english accent was extremely kind/helpful. Throughout the return period she has been emailing every other day to keep me updated and to see if I had any concerns. The EDD for my return shipment to arrive alienware was today 07/25 and id figure it take another week before they refund the money. To my disbelief i got the call from the rep who was helping me intially to let me know that the funds has been refunded and when i checked the DPS she was right!

To quote the Rep:
"Totally understand the situation. I have requested expedite on the credit with the finance team already for you. The only thing we waiting on is for the package to come back to Dell which is scheduled by the 25th. I am working close with my teams and I shall keep you informed with the same. Let me know if you have any more questions, I will be at your service."

"It has been our pleasure to serve you. We pride ourselves on honoring our customers, and our continued committed is to provide you with the personal, prompt and professional service you deserve. I shall take care of this for you in no time at all. Don’t worry. Let me know if you have any more questions, I will be at your service."

I've been eye'ing the forum and was interested in the EPP Hot Summer savings deal (25%). I figure why not give a try and called the EPP number - the rep who picked up seemed like she did not know what i was talking about. She put me on hold and talked to her manager and came back asking what company i worked for. I work for a big corporate bank as a teller and when i gave my employers name she told me i didnt qualify. I told her that we have dell computers all over the place and that my company offers discounts from dell... after being on hold for another 10-15 mins she came back and said she was able to jump some "hoops" and was able to hook up the FAT 25% discount... I jumped into the opportunity and pulled the trigger to the mighty M18x with 6990M XFIRE...ontop of that she gave me a free NBD delievery. I would have never imagine to own a M18x if it wasn't for this discount and the rep to hook it up for me.

Total cost was $2649.00 and with the 25% discount and 2% for DPS my total was: $1947 (Oregon Tax FREE)

Alienware M18x Space Black Anodized Aluminum
1Intel Core i7 2720QM 2.2GHz (3.3GHz w/Turbo Boost, 6MB Cache)
4GB Dual Channel DDR3 at 1333MHz (2DIMMS)
Alienware M18x 330W A/C Adapter
18.4-inch WideFHD 1920 x 1080 WLED
Dual 2GB GDDR5 AMD Radeon HD 6990M AMD CrossFireX
320GB 7,200RPM HDD
Personalized Nameplate Trigger
Custom Nameplate
AlienFX Color, Quasar Blue
Alienware Command Center, M18X
DataSafe Local BackUp
PC Restore
DELL-DOWNLOAD-FLAG
Genuine Windows 7 Home Premium 64 bit Service Pack 1, English, w/Media
Adobe Acrobat Reader
Slot-Load Dual Layer DVD Burner, DVD+-RW, CD-RW
Roxio Creator Starter
Internal High-Definition 5.1 Surround Sound Audio
Intel Advanced-N 6200 a/g/n 2x2 MIMO Technology
Bluetooth 3.0
Dell Hardware Warranty Plus On-Site Service, Initial Year
Third Party At Home Service, 24x7 Technical Support, Initial Year
1 Year Limited Warranty
Soft Contracts Dell In-Home Hardware Agreement for Alienware
Warranty Support, Initial Year
Thank You for Purchasing AlienWare

Subtotal:$1,947.01
Shipping and Handling:$0.00

Total:$1,947.01


I didn't start this thread to brag but overall i gotta say i had a positive experience with Dell. Hope this helped to those who is planning to make a purchase / soon to be M18x owner

 

Glade to hear the positive story for a change. It is true Dell can be hard to deal with at times, but in the end name another company that isn't. In the end they will refund, repair and even upgrade you for your trouble. Not to many like that. When my new Aurora had problem's they replaced it with a Aurora ALX for my trouble. Over all I am happy with Dell too.

 

Amen, in my whole experience with laptops dell is the only brand that has meet my expectations and never turned me down, so glad dell acquired Alienware.

 

that is not matte screen I take it and I notice you did not bother with warrantly

 

Far as i know M18x only comes with WLED screens. As for the warranty i def plan to extend it later down the road. I've read numerous postings that it costs the same even if i did it later, sure it would have been nice if i got the discounted price but a lot can happen in one year

 

This is great to hear. Thanks for sharing!