Should I tolerate this?

Hi everyone, I am here to share some of my experiences with the M15x that I bought last year. Apparently, the notebook died twice and I am sick of calling the Dell support rep because what they do is just sending technicians together with parts and trying to fix it but ended up creating more problems. I have created a list of the problems that I faced with my system.

1. Sound distortion coming out from the headphone jacks
2. Motherboard bricked for unknown reason
3. Processor died for unknown reason
4. Display lid slanted to one side
5. Speaker grills scratches noticed upon un-boxing
6. Disc stucked in tray twice and scratched my Windows installation disc
7. System overheating twice and get BSOD

From the above issues, the responses from the support reps were, they changed the motherboard twice and a processor but came with scratches http://forum.notebookreview.com/ali...i7-processor-scratched-should-i-worrying.html . The technicians they sent were inexperience and did scratches to my system. I didn't mind about the scratches because he did fix the sound distortion problem for me. Then about a few weeks later, my whole system bricked for no reason and they sent me another technician and because he was rushing to get his job done, he accidentally damaged a screw on the processor's heatsink, (The screw was over drilled). Problems were never solved as my system is still not functioning as it should be. Therefore I am thinking may be I should request for a refund but they refused to do so with the reason my system is more than 6 months old. Instead, I asked for a replacement unit because I am sick of all these and what I get was, " it is impossible for us to do so " said Dell rep. So now what? I emailed to [email protected] and what they responded was trying to send me another technician to come over and mess with my system again. For your information, I hadn't encounter any issue so far with my couple of inspiron notebooks as well as a few studio line notebooks I bought but why this? I paid a premium price and I thought this Alienware notebook was supposed to be better in terms of quality control? I do not understand why I have to go through all these...

So, to all the righteous members in this forum, should I tolerate this?

(13 of May 2010)
Updates for new readers,

The technician came and changed the motherboard, heatsink, as well as the RAM. So, while assembling the notebook, I noticed that there was a mark under the processor and upon closer look, I found out that the processor has 2 pins missing! One of the pin fell off from the socket when the motherboard was turned around. This is seriously unacceptable. Please, for the mercy of God, do something DELL!

Pictures for the damaged processor:
View attachment 50029

View attachment 50027

View attachment 50028

View attachment 50030

View attachment 50031

This is how my system looks like right now: (The almighty all powerful Alienware laptop turned into this.)

View attachment 50032

Who wants this for 2,700 USD?

 

Go to the better business bureau's website and file an online compliant. That will get someone's attention at Dell and hopefully that will remedy your situation. Seems like you have to threaten companies these days just to get them to do right by you which is ridiculous...

 

No you shouldn't tolerate that, you should request a replacement system/refund. If you're in Europe you're entitled to a 2 year warranty no matter what they say, if you're outside of Europe, keep escalating or do as jesmith8 says.

 

You can let your case be escalated when filling this form:
https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_tech?c=us&l=en&s=gen

Best way to start from here.
Good luck.

 

Absolutely not! This is BS, and you should fight for what is rightfully yours!!

 

No by god you should not tolerate this. This laptop of yours is suppose to be the best of the best and you are entitled to have a laptop that works without any issues that you have described above. That is a case for BBB if they do not comply to a refund or a replacement. They can't refuse your a flawless laptop when that was what they sold you in first place. Hope that one of the advise above works out for you

 

Well, the website to file an unresolved issue from Dell didn't work for me. I filed twice and so far no response from them. Now as jesmith8 suggested, I went to the website and filed another complaint with BBB regarding to this issue. I just want to get a working system, and why is it so hard these days? Would anyone buy a piece of metal for 2.7 grand?

 

if you filed a complaint with BBB dell will respond soon, they always do, and they usually assign someone senior to take over your case, someone who can actually do something about your situation.

 

But man, I got this feeling that tells me they wouldn't give a damn about my case, as I am living in an Asia country now.

 

hehe yeah probably not, unless, did you order from Dell USA, or from the Dell of your country?

 

Indeed, I ordered from Dell of my country and Dell is a US based company. Anyway, I filed the complaint with BBB so I will see what's the outcome and if that doesn't work, I will call my lawyer.

 

If the Unresolved Technical Support Issues did not work out for you and the Better Business Bureau will not, the following is the last thing I can think of at the moment. I know it's an old article, but from what I know several addresses are still valid.

Try this site:
Email Addresses For 19 Dell Executives - The Consumerist

I hope you'll get some response now.
Good luck.

 

hmm i wonder how the support will be in germany
because i want to buy a device and of cource want good service

 

What a bad news for me. The BBB rep just contacted me and told me that they cannot process disputes from outside the USA and Canada. Sighs. May be I should just tolerate all this and swallow the consequences and take this as a lesson because the cost of settling the case in court is higher than the value of the notebook itself. Anyone else kind enough to give me a hand?

 

No dude, you still have rights! Do you have an address of a friend or family in the US? Perhaps where your laptop was delivered? Use that address as a basis to file a complaint again! You ordered under US consumer laws, you are entitled to their protection! This is inexcusable on Dell's part, and Dell is a better company than this!

 

Alienewbie,

Just sent you a pm.

Let us know how it works out.

For everyone else, I just told him to contact the boss; as it worked out for me.

Good Luck.

 

Wait, Wait, Wait!!

As soon as you even mention the word "legal," Dell will clam up, and will no longer speak or work with you. All communication after that will strictly be with their legal department.

Give them the opportunity to make it right, they will; as evidenced by my replacement shipping today.

Email the boss, tell them your concerns, and give them the opportunity to make it right.

 

I didn't mention the word legal, nor did I suggest litigation...

 

OP

I will call my lawyer.

 

No offence, but the reason would be due to the precious metals involved. You could spend 2.7 grand on a gold/platinum engagement ring with a diamond in it. That would be an even bigger waste of 2.7grand. At least the precious metals in a laptop would work to accomplish a goal, perhaps even make you more money. Computers have copper/gold and other precious metals in them as well.

But I understand your point. You are frustrated by a system that doesn't work as advertised so you say things you don't mean necessarily so the Alienware laptop has now been reduced to a "piece of metal" which relates it to a worthless pile of corroded iron or similar object.

I hope Dell fixes the issue with your laptop. I would be just as upset. I wish you luck.

 

Maybe this....

 

I just sent the whole bunch of emails to them. Well, let's hope I can got it right.

I was just about to say that and what do you think I should bring up to the BBB rep who contacted me? Many thanks to all of you who tried to help me. If this forum was the support team, then it would be the best support team ever..

 

Hey danp224, and thanks for your suggestion, as I mentioned earlier in the first post, I did contact them with the email and what I got was a call from India and a rep told me that what he could do was just to send another technician and try to fix it up again.

 

I called my lawyer to understand more about the consumer protection law in my country.

 

hopefully between all of us, we will help get your problem resolved and move on.

 

Thanks a bunch to all of you who took your time to help me. I am still waiting for them to response. Hopefully a good one.

Now I have to continue my work on my iMac which never let me down for 2 years. ( started thinking which company I should give them sale on my next buy. )

 

Let me guess.

 

Well, the BBB rep just replied, he wrote ( The Better Business Bureau is not affiliated with any government entity. We are a nonprofit agency and follow procedures and standards set by the Council of Better Business Bureaus. You may want to consider contacting the Texas Attorney General or the Federal Trade Commission. ) Who do you guys think?

 

I say let it run it's course.

The Texas AG as well as the FTC are weapons of mass destruction.

I think that you would get Dell's undivided attention, but not a lot of cooperation.

 

Damn straight.

 

I would never go up to there, period. May be I would if they say something like sorry, I can't help you at all.

You got a point.

 

Yeah, I agree, if I understand right, you simply want to resolve your issue. Going through the AG and FTC is not going to help.

Dell is really not a bad company, but unfortunately given their size and the complexity of their merchandise, there are going to be people who get bad experiences. Give Dell a chance by resolving through their chain of management, before bringing out the big guns.

 

One of the technician from Dell is coming later, I would keep you all updated once he's done with the service. Man, I got this feeling that he cannot fix it.

 

If he causes any cosmetic damage to it at all, or it doesn't work, demand either a replacement or a full refund.

 

Call and raise hell, you deserve a replacement with some extra goodies.

 

That would be the best.

 

To those who stand with me, I have some updates for you all to read. Here's the outcome.

The technician came and changed the motherboard, heatsink, as well as the RAM. So, while assembling the notebook, I noticed that there was a mark under the processor and upon closer look, I found out that the processor has 2 pins missing! One of the pin fell off from the socket when the motherboard was turned around. This is seriously unacceptable. Please, for the mercy of God, do something DELL!

Pictures for the damaged processor: (The funny thing is, without the 2 pins, the processor still can run.)










This is how my system looks like right now:

The technician just left the system like this because he didn't get the replacement part for the processor.
Who wants this for 2,700 USD?
What should I do about it? FTC now?

 

Demand a freaking refund, they shouldn't even have someone like this, next two things, one if you know how to do it or know someone how to do it, tell them to leave the replacement parts at your house and get someone to work on it for you or work on it yourself. Two make sure you get a manual to show to one of these idiots how to work on the machinery part. I would just demand for a refund, if not then demand for a m15x with a 920 extreme for all the crap you been through and defiantly ati 5850!

 

Damn right. I would demand for a full refund or a M17x with better overall build quality. I am seriously pissed off with the pile of trash sitting just right beside me.

Anyone from Dell who wants to explain this?

 

Yes, he did cause cosmetic damage to it at ALL ways. Look at the pictures from above.

 

OMG!!

I think I started to beat that guy. What a complete moron to screw your rig like this. How can he destroy a CPU? I've seen a lot of stupid techs in my life, but this is an outrage!

What did the tech tell you? He's coming back with more spare parts?
If Dell doesn't want to give you a replacement, ask them to send you all the spare parts and build it yourself.

I feel pity it's not working out for you, but don't give up. Dell has to solve this in the end.

 

I don't think he destroyed the CPU as I was beside him when he remove the processor.

I doubt he's coming back. He just called the support center and requested a new processor. I don't think he's coming back to reassemble my system. I guess I will have to live with that.

Lets hope someone from Dell come and explain this situation.

 

So, to sum it up what I have been through,

3 services attempted but failed
3 motherboards changed but failed
3 different technician came and damaged the system
2 processors damaged
2 heat sinks changed
2 RAM changed for no reason
1 Power adaptor changed
1 screw permanently damaged
1 whole bunch of trash (my system)

This is what I get for 2.7 grand. Thank you Dell.

 

So your only way in this Dell-hell at the moment is tech support?
Demand to get a tech supervisor on the phone and explain, maybe again *sigh*, the whole situation.

I can't imagine they can refuse, with dry eyes, to send you a replacement anymore. Especially after all the trouble you've been through, maybe even several upgrades if possible. It is a good thing you had your camera for taking pictures. It's always good to have some evidence in the end.

If nothing will work out in the end, you have to demand a refund and find yourself a nice none-Dell one. If they are stubborn to solve this the right manner and don't treat customers the right way they should, screw them. What the hell they want to prove? Dell will loose share in the end. There are a lot other manufacturers out there.

BTW, they lost my loyalty already, cause of some unsolved issues too.

 

Thanks for your concern and I really appreciate it.
I am just too tired to go through the phone with a random Dell rep asking me to explain the whole situation and ended up saying sorry I cannot help. What I am hoping is the response from [email protected]. They seemed to ignore my case and took advantage of the absence of BBB in the Asia country.

 

Holy Cow!

That's not the outcome that we were looking for.

Fill this out:

Dell - Support

This is the unresolved issues page for Dell Asia Pacific.

Also call and email, until you get satisfaction.

See this:

Executive Team|Ronald G. Garriques | Dell Asia Pacific

I'm sure that it is not too difficult to send him a quick note, with photographs.

 

I just called the Dell support rep again. This time they said : " sorry and I understand your situation but you must know that you only can ask for a working system and not a new system. "

I think I am done with them.

 

See this post:

Dell, I Do Not Appreciate Your 5 AM Wakeup Robocalls - The Consumerist

Use the email addresses provided.

Good Luck.

 

I guess after going through all these, chances are I would be ended up eating the cost of this system and starts selling salvage parts and never going to buy products from them anymore.

 

well, unfortunately I cannot say that I blame you...this does leave a bitter taste in one's mouth.