SICK and TIRED of Dell's INDIFFERENT treatment of their customers - AW REPS PLEASE COMMENT.

Many of you will know of my recent issues with Dell regarding my M18x R1. I won't go into full details, but I will say that one of the options offered to me by Dell was a BRAND NEW REPLACEMENT machine - which I took them up on. What goes before that offer is irrelevant.

I read this comment by one of our AW rep's, which got me to thinking even more than I have been of late - which was a LOT anyway. It was in response to another members post, so here are the two posts:

Now, many of you will know that I had an M18x R1 with a 2960xm and Dual 6990m's as my original configuration, yet Dell saw fit to offer me an R2 with 3630qm and a single 675m as a replacement.

Best for the customer? - I don't THINK so.

Okay.....they then turn around and tell me that they are NOT prepared to change that specification AT ALL - that was IT.

After 10 weeks of Dell Hell, what do they do? - offer me a refund, and in the same breath, they tell me that "it will allow you to buy whatever machine you want" blah blah blah.....Dell have then, in the eyes of the legal system, fulfilled their contract. Many people have said that I should be HAPPY with this outcome.

Try this on for size. I get £3,000gbp back from my original purchase, which does NOT include the SSD's that Dell gave me as a good will gesture for their previous ball's up's (faulty gpu's on one machine, the next machine totally DOA). So, right off the bat, I've lost them SSD's because of the original configuration.

So, the £3k they give me back - minus x2 256gb SSD's - that I'm supposed to be pleased as punch with, wont even stretch to a like for like machine, that I felt should have been offered under warranty - instead of the pathetic 3630qm/single 675m they insulted me with.

I hopped on the UK web site to see how far it will stretch and it won't even cover like for like, as shown below - I had 2960xm/6990m XF/4gb/Win 7 Ult/Killer/Bluray/2 and a half years warranty left on original:



So, there you have it. The refund that people thought was sooooo generous of Dell WAS just a way to wriggle out of treating me with some respect. Can't even afford to buy my own like for like now........I ask you now, how good is Dell Warranty given the above?

It really makes me laugh at the above quote about "always trying to go for most customer satisfaction" - what a crock of crap that was. I don't see ANY trace of that "better for the customer" crap in the way Dell treated me.....

I'd love to see someone from Dell try and say that they did the best for me......

I'll edit this post with MANY examples of INSANE betterment for many other people when it comes down to replacements......you can decide what' fair or not....

I've just had a belly full of Dell and their crappy ways....

EDIT: Here are FIVE instances of amazing replacement machines - I take NOTHING away from the people below - they deserve it, but why do I not deserve the same treatment??

http://forum.notebookreview.com/alienware-m17x/726044-m17x-r2-exchange-info-dell.html Result: Original machine M17x R2/620qm/4870 Crossfire/4gb ram/500gb HDD/BR Burner. Replacement machine M18x R2/3840qm/680m SLI/32gb ram/x2 512gb SSD's/BR Burner getting sent out for free as not included in replacement offer!!!!

http://forum.notebookreview.com/alienware-m18x/726403-m18x-warranty-exchange-experiences.html Result: Original machine M18x R1/2760qm/580m SLI/4gb ram/750gb HDD/DVD Burner. Replacement machine M18x R2/3740qm/680m SLI/8gb ram/1.5tb HDD/BR Reader

http://forum.notebookreview.com/alienware-m17x/724709-m17xr3-cpu-heating-up-when-playing-2820qm.html Result: Original machine M17x R3/2820qm/580m/750gb HDD. Replacement machine M18x R2/3840qm/680m SLI/512gb SSD/

http://forum.notebookreview.com/alienware-m17x/724030-repair-depot.html Result: Original machine M17x R2/840qm/5870m Crossfire. Replacement machine Alienware 17/4900mq/780m/16gb ram/1.5tb HDD & 64gb mSata/BR Reader

http://forum.notebookreview.com/ali...placement-what-do-resolved-see-post-28-a.html Result: Original machine M18x R1/2860qm/6990m Crossfire/320gb HDD. Replacement machine Alienware 18/4900mq/770m SLI (customer paid for upgrade to 780m SLI)/750gb HDD & 64gb mSata/16gb ram/BR Reader

 

I don't think you should be refunded for SSDs you didn't pay for, but everything else I agree with. I would have kept the SSDs, because they were a "gift" from Dell, at least based on what I've read.

 

I'm SICK and TIRED of these threads, but that's just me.

 

I agree.

Har-de-har....if you don't want to read it, why did you even bother posting.... You do have the ability to not read or post, right?? (mind the door doesn't hit you on the way out.....)

Edited opening post with FIVE examples of great service - actually, quite unbelievable replacements in comparison to original hardware. Can anyone spot the difference in my replacement offer LOLOL

All I am doing here is to try and highlight the differences in replacements - bring some attention to it, not just for me, but for ANYONE who gets treated crappily by Dell who doesn't have the balls to post up about it. Mr. Porras' statement doesn't hold much water......if it did, I'd love an explanation as to why I got what I got offered !

It's quite funny to think that I would have been better off chucking my laptop off a high rise (which some people suggested I should do) instead of relying on Dell warranty....with complete care.....complete care my butt...

 

Yes Stevie....most of us do know....You made sure of that......

I was reading through all of this latest thread of yours and thought perhaps something wasn't right with Dell and this conclusion they have offered concerning the refund until I read this.

It's quite simple really. You did NOT pay for the SSD's that were given to you as a good will gesture and are therefore NOT entitled to them as part of the refund.

The amount of whining from you surpasses anything I've ever come across online...
You've been given a FULL refund despite having the machine in your possession for several years...

£3k can purchase you a VERY respectable next gen system....

This thread yet another of your pointless rants. I for one are SICK of reading these whenever I drop into the Alienware section.

 

Soooo... don't read them. You're just egging him on now.

It's like, complain some more about the complaining why don't cha?

Seriously, just ignore his posts if you're that fed up with them.

 

I knew it was only a matter of time before Mr. Troll appeared...... no one's egging me on - it's okay, he's ignored. Not his fault he cannot help himself from being a troll...

If Mr. Troll cannot see the difference between my replacement offer and those five I listed above, well - he's plain blinded by his own self belief that everyone get's super "Wooooooooooooooo!!!!" treatment...as he puts it.

 

Reported

 

Hahaha - for what exactly?

Oh, just in case anyone thought I was EXPECTING SSD's in the refund, why the heck would I have built a quote WITHOUT them above? - surely, if I had been whining that much, I would have factored a couple of SSD's into that quote, right? - that would have made it look MUCH worse....but I DID NOT....I built it based on my original 320gb HDD, closest being 500gb base on the 18x R2.....

Some people do just not read....there was never any expectation to have the SSD's refunded too. I mentioned it as it was relevant that I had them and now I don't.

You obviously do not read the quote because it is CLEAR that £3k does not get me like for like on my original spec (not including SSD's) so that's why I am posting it up.

Anyway, after that little tantrum, back on track please...

 

Sorry to hear about your horror story with Dell, for me Alienware did pulled through on their replacement laptop policy on my first AW laptop M17x-R2. Here are the specs for my old M17x R2 (black) – i7 CPU 820, 6 GB ram, 5870’s crossfire, 1 TB Raid 0 (500 HHD x2), Windows 7 64 bits home version, blu-ray drive, and Intel Ultimate 6300 Wi-Fi card. Then look at my M18x-R2 specs.

 

That's a great replacement in your signature. Thanks also for you comments about my story. I guess I want to highlight the differences in treatment and try and comprehend why Mr. X gets one thing when Mr. Y gets the other. Such huge differences that it is hard to understand Dell logic. One guy gets massive upgrades, the other gets offered downgrades when it comes to offers of replacement.

I'm just curious to find out why.

 

Quote Originally Posted by ligithin View Post
If Alienware / Dell agrees to swap your machine you will be happy with the outcome almost always, and if not there is always the resolution team you can get in contact with and they will most assuredly remedy the problem at least from my experiences.

They do come through most of the time..that is a true statement. They did not say all the time.
Now that said I really do not understand why they did not just pull a like or better from the outlet, would of been cheaper for Dell than giving a full refund?
I wish the outcome had been different.

 

hahahaha +rep svl. Cracked me up that did....

@wolf - yeah, I just do not get it and why they would not budge from the offer they made. Instead, here - be an unhappy customer, have your money back.....good luck. I'm just baffled by it, given recent cases.

 

To be fair £3000 can get you a fully pimped out 17 with 120hz display along with 4900MQ, GTX780M, 750GB Samsung EVO or if you got a slight reduction on the phone 1TB SSD which would make that M18X feel old and clunky.

 

It's missing my Extreme cpu though.....that I paid over a thousand pound for....like for like and all that, eh? Not saying I woulnd't have taken it if they had offered it, but xm for mx is like for like....otherwise what's the point in buying an extreme machine with warranty to get a not so extreme machine if you claim?

 

A 4900MQ at 4.2ghz (its max 4 core OC) would be faster.

 

I think horse has been beat dead enough. If you want, go PM an Alienware representative, not put on a spectacle in the Alienware community.