Replacement from Dell have lowest priority

Someone who has been working on a replacement for me, from corporate at DELL, has been trying to get me the replacement for my m18x-r4 for 78 days now.
I've had a new AW 18 in production since 8th July , and have been promised many many multiple dates to the point the rep does not promise anything anymore.

They keep telling me its parts shortage. Today I had to clarify, for the record, and the rep, simply had to explain to me, that, replacements have less priority in the queue then other orders.
For 2 months she kept on telling me, its first come first serve, that things work in a proper order, and she has reassured me that she has put expeditions on my order to the best of their ability.

now when I say I've been waiting 78 days for this replacement, I forgot to mention I've gone over a year with bad hardware. multiple mother board caught fire, or exploded, or didn't work, or were replacement with dead parts, over and over and over..

promises broken, always given, and always false. They lied to me, they cheated me from the start to this very day, and it continues.
I was promised by my sales rep 6 months no payments, which is what I asked for, when I was originally buying the product. They started charging me that very month. I had two charges before I received the laptop.
it took 7 months before someone at their financial department to answer my messages/mail that I was sending almost every day, to realize there was an issue.

Anyways, this could go on and on..

but, I believe what I'm told today. that if you have someone offer a replacement for something, because it does not work properly, it goes into a queue, which to us, on our end looks normal, but, we're last on the list.
Thinking about how there's a shortage of 780m's . . I guess I'm only getting my machine when they become in abundance. Promises from DELL mean nothing. They'll tell you anything you wish to hear, to get off the phone with you.

They feign politeness and concern for me repeatedly over and over every call for waiting times, as if I've ever acted impatient or complained about waiting on the phone - which I have not, I'm cheerful and well spoken and I could wait two hours for someone on hold and still be calm.
Yet - I get the feeling everything they say is rehearsed. The agent dealing with me from corporate says the same few things over and over as an answer for almost every question I ask her, as if she is a machine and must/has to read from some script. Its really unsettling.

I usually just end the conversations with her, because I feel like I'm being made a mockery of. When she repeats the things she says in answers to me each time, I usually stick her on speaker phone, so me and my Fiancé can share a stare at the inside joke we've had going on for the last month or so about what this woman promises and says.

Complained to over 150 Million people, technically, about Poor Alienware service...

Many computer/technology companies, including some media outlets like BBC, CNN, newyork times, wallstreet journal,Fox. Hopefully one responds and wants the story about how pissed this one person is, at DELL/ALIENWARE for their constant lies and deception and bad service. I've seen enough posts on various forums all over to know, many others are in the same boat and just as pissed.

Enough is enough. Games/PC Enthusiasts are amongst the largest group of people in the world . . . anyways, I hate Drama, but stuff has got to be said

 

If there aren't any 780M's, there aren't any 780M's. Replacements fall under new orders, so, technically you are not their top priority. While it is a pain in the butt to deal with this, the only thing you can do is wait. Complaining on here isn't going to help, and calling them to complain will only go so far in helping expedite the process. Tough truth, but it is what it is.

We do know for certain that the 780M's are now being shipped, so it may only be another week or two before you begin to see progress with your order. Hope for the best, prepare for the worst...

 

you said it bro

 

Why haven't you asked for a refund?

Sent from my GT-I9100

 

I agree with J.Dre if there are no 780's not much can be done. I was lucky got my replacement after two weeks build time but that was right at the start of production. You should see progress very soon since the 780's are now coming in. Good Luck

 

but seriously going on third month of delays . . .

feels almost like a hate crime here . .

 

Well the 780Ms are back on the low end systems as well, so perhaps they stocked up on 780M now. That might eacalate your replacement

 

They refused to give me an estimation when I'd get my order. They said they do not know if it will be this week, next week, next month, the stock for new orders is a different stock then for replacements and they're still back ordered.

I'm of course very disappointed. Weeks ago I was excited to the point I had to not think about it when getting to sleep... now, it just griefs me everytime I think about it. going on 14 months my main m18x-r2 rig has not been working properly, and its paid off. Warranty expired. Tickets that reported the issue are dated 8th august 2012, and still unresolved, and waiting on a replacement. This is the WORST experience of my life, to be honest. Divorce in 2009 caused me less grief. Losing my job concerned me less, in 2011, then this issue has. Alienware staff do not care. Dell does not care. They give me the same cut and paste responses over and over , its ridiculous. They screwed up so many orders, so many issues, had gotten my hopes up for over 2 months now, watching a order status that doesn't budge one bit...

Im starting to go neurotic over this issue, I crack up laughing anytime I say I'm going to get the replacement soonish, this week, this month . . . I'm trying to find some class act suits against them to join, but can not find any. My mothers a legal secretary, and giving me some small advice and stuff, says I couldn't go against them in court alone with this, that it would go no where. Multiple media outlets have contacted me, mind you, usually to give me their sympathies and condolences. They say they have connections and will look into it, but I've not gotten anything concrete back form anyone.

 

So did you send in your M18x r2 already? If it's that bad, I'd recommend just trying to get a refund or going with whatever BBB you have in Canada and try to avoid Dell/AW forever if you can.

Honestly, at the end of the day, this is still a laptop so saying it's worst than a divorce, a job loss, to me at least, makes this case look just like someone jumping up and down crazyly. I know this comes off as sounding mean, but reading this, doesn't really help your case I don't think.

I'm sorry your replacement is not working out quickly, but saying it's like the end of the world is doing a dis-service to how bad it will be when the world does end (as well as seriously, people who did go through divorce or loss their job and have 4 mouths to feed).

 

months on end without peace of mind... that's bad. No, they haven't sent me this box to return it yet...

 

It's such a shame that the title of this thread rings SO true, not just for Dell, but for more or less ANY business selling ANYTHING these days.....wether it be a tangible product or an intangible service.

The fact that Dell now do have stock for new sales only just goes to prove the above logic is enforced. Quite shocking, really. Everything is geared around greed - more sales, less existing customer support.

You've only got to look around at advertising. In the UK, and probably the world over, most advertising is aimed at getting new customers on board. That ranges across the board from mortgages, bank accounts, fibre/broadband/tv, credit cards etc etc...you name it, it's all geared towards 'brand new customers only' type offers. Once you're on the hook, you instantly become 'less important' than a potentially new customer, meaning that you get second best service right off the bat, and you end up getting nightmare experiences like the OP's.

The quote above in blue is just a perfect example of 'how to undervalue an existing customer' very easily. Classic 'brand new customer only' mentality going on right there - stuff the existing customer.....he's been placed in the 'keep net' as mentioned in the funny below:



I know that this particular issue is probably related to stock availability, and of course I understand the logic/mentality used by many 'big businesses' of "Hey, we'll get more profit if we use these for new sales vs. helping out an existing customer by sending him one to get him back up and running....."

It doesn't make it right though, does it?

Sorry, in my book, anyone who has suffered for such a length of time (as the OP has) should be TOP PRIORITY over ANYTHING. I can only class this as a total epic failure of how to treat a customer.....after over 78 days of waiting, I'd be calling it a day and seeking some kind of legal action.

 

Legally theres pretty much nothing I can do, and they know this. If it went to court in any manner, I would simply be tied down by lawyers and legal technical jargin in the books, there'd be a way out for them to dismiss any case, and if not, prolong it, until I can no longer afford representation, at which point, I would pretty much lose instantly.

The legal adice I've been offered is, to join a class act law suit only, as there would be no other way around winning, or heck, even making a difference, or getting their attention.

 

Just post on the BBB, and contact one of the techs on here, such as Luis. Or contact the DellCares twitter.

Even in Canada, it works out great.