So i have complained to dell/alienware....

Heres the complaint i have just sent them about my ongoing issue, I started a new thread as it quickly summarises a 5 page long thread:

Hello,

I developed a issue with my m18x around the 14th of november, in which i get persistent slowdowns,fps drops, and random system power offs.Before contacting dell i reinstalled windows several times,
updated all drivers, monitored gpu and cpu temps to check for possible problems, none were discovered.

At this point i contacted dell tech support for the first time. I spent well over an hour on the phone with a very helpfull rep who provided excellent service. During this period we performed multiple updates
and temperature checks, which i had already performed but thought prudent to run again so the rep could see the problem first hand, which he did as the system experienced a power-off during a 3dmark 11 test.

At this point the rep concured with me that it must be a hardware fault, so arranged for onsite engineer to replace my gpus and heatsinks on the 15th. The engineer arrived on the 15th and replaced the gpu and heatsinks he was also very polite and efficient. After he left i started the system to find the error still present, at which point i contacted dell for the second time, I informed the rep that the gpu replacement had not solved the problem at which point he arranged for a second engineer to visit on the 16th and replace the motherboard.

On the 16th i recieved a call from dell informing me that the engineer is sick and won't be able to replace the motherboard until monday, This was slightly annoying as this was 2nd day i had to take leave from work
to be in-home to recieve the engineer, I put this down to bad luck though and waited until monday. On monday i recieved a call from the engineer telling me he would be with me around mid-day, unfortunately this engineer
did not turn up until 7pm monday evening, this was the 3rd day i had taken off work that was uneeded. Despite the late hour the engineer was very polite and efficient despite having had a very long and hard day. After he had replace the motherboard and rebuilt the system the not only did the problem persist but also the touchpad was now non functional,
and their was slight damage to the plastic casing surround on the charger cable were he had manouvered it around in
the back of system while attempting to fix the touchpad fault(i did not notice this damage until after he had left).

After he left he told me he was going to arrange another motherboard to be fitted to fix the touchpad problems, although because of the late hour he could not do this until the following day, so i wouldn't recieve the new motherboard until wednesday 21st.

On tuesday 20th i contacted dell support again and informed them that the motherboard repair had not fixed the original issue so sending another one to fix a secondary problem was pointless. This dell rep also led me through an attempt to repair the touchpad which worked and restored funtionality. He also advised i reinstall windows(6th time) and update the
bios to attempt to fix the original problem. I did this on wednesday 21st and if anything it made the problem worse.

I called dell again on thursday 22nd to discuss other options as all fixes at this point had failed. I highlighted my reluctance to send the system to the dell diagnostics center for several reasons:

1) Very poor service in the past, several years ago they lost a laptop i had in for repair for 1month(returned after 2)

2) This is a system i use for work and cannot afford large periods of downtime

3) The diagnostics center have a habit of missing intermitent problems like this and returning it still non-functional


The dell rep informed me that the diagnostics center was the only course of action available to me, at which point i agreed but only with a time guarnatee, at which point the rep put me on hold while speaking to his manager and came back telling me that my system will be returned fully functional within 6-10 days. I do not have the rep or the managers names
but i believe you should have recorded call logs which you can confirm this conversation on.

Ups arrived on mid-day on friday and collected the system, i also recieved a call from a dell engineer telling me he arrive shortly to replace my motheroard depsite having cancelled this visit earlier in the week with a dell rep.

The system arrived at the diagnostics center on monday 26th and promptly went to the repair phase on the repair progress monitor on your website, this made me optimistic of a speedy return. On tuesday the 27th i recieved a phone call from the diagnostics center asking me to describe the problem as they can't locate one, this was incredibly annoying
as i must have told upwards of 8 dell reps, and 2 engineers what the problem was, yet this information wasn't passed on.

Wednesday 28th arrives and the system appear to back in the repair phase and all through thursday the 29th until the evening when the website updates with information informing me that the more information is required from me before repairs can proceed? What possible additional information could be required?

I contacted dell again today friday 30th and asked them to connect me to diagnostics center to give them the required information so the repairs could continue at which point i am informed the dell does not have a phone number for the diagnostics cente? So the rep i spoke to today told me that he would escalate the case and demand and update on situation.

Which brings me to this point, I will shorlty be approaching 1 month without a working system purchased on a business account with you. I understand that things break and that it cannot be helped, but this system cost me in the region of £4000 brand new from you a little over a year ago, The service i am recieving is not acceptable.

I understand that repairs take time and are complicated to fix in some cases but i highlighted from day 1 that i am under very tigt time contraints due to the nature of my work which this system is primarily used for. I have already had to take almost a week out of work at my expense, made 20+ phonecalls to your reps amounting to several hours at my expense, and
the process still remains in the problem identifcation phase after almost 1 month.

I understand a great quantity of time has not yet passed in your eyes but i have payed you for a service that you are failing to provide me, I have been an alienware customer for years and a dell customer for several years before that, i have spent many thousands of pounds with you aswell giving consitent praise and high reguard to any friends/collegues looking
to invest in high end laptop with you.

The only possible plus point i feel i can raise at this point is the excellent service your many reps and engineers have provided me, several years ago i could not have said that about dell, but i rate every single member of your staff that i have dealt with very highly.

I apologise for the length of this complaint, but my faith in dell has been worn away heavily by this latest ongoing incident.

I would also like to request information on wether a full refund is avaible on this system? i leave the country(uk)in the near future with work and need a fully funtional system dell or not.


Thankyou for your time



Does that in anyway seem unjustified given my current situation?

 

I read through your complaint and it really seems like a customer's nightmare. This kind of things get to happen but that is why you have a warranty to cover the issues. We are trying our best to fix the problem but it is slowly going out of our hands. I would like to escalate the case myself to the people in charge in your region since we provide support to US and CA only. To be able to do that I would need you to send us a summary of the issue that you are currently experiencing along with your service tag and phone number to [email protected].

I really hope that everything gets solved for you as soon as possible. I'll be expecting the e-mail.

 

Thankyou for the reply and the help, I have e-mailed the above address with the requested information.

The mail is entitled M18x Problems

Thankyou again

Any other opinions on the complaint are welcome? I really struggle to get across the urgency im in without seeming rude.

 

Thanks for the e-mail. It is fine, I don't see why you cannot express yourself like this on a tough situation. You are actually being very calmed about it. Don't worry.

 

Has Dell considered having a more elite team burn-in/test M18x or machines over a certain dollar amount perhaps? A lot of these issues seem to be coming up upon initially receiving the machine which must cost Dell money to support/service/replace, etc...Sorta like take what should be shipped, rip open and repaste cpu/gpu, check all screws, and burn in and run through a few of the benchmarks before sending out. They probably do this already when they are built, but it seems like a bit of these are missing the necessary QA process.

I don't know if it's just the nature of more bad cases being posted (which is normal), but I seem to be seeing more of these lately.

 

Seems totally justified in my eyes - and well put together. I hope (and trust) Dell will do right by you. With all the problems you have endured and the time frame in which you have endured them for, I would realistically expect a brand new replacement machine to be ordered by Dell to quickly rectify this. I know i have had my fair share of issues with Dell over the years and sometimes it takes a loooooooooong time to get redress for them. One thing I will say about Dell though is that (for me, anyway) they have ALWAYS come through in the end with an amicable solution - more or less each time, it has been a resolution that has been geared to recognizing their errors/faults and compensating me for them in other ways.

The other thing I would say is that there is a VAST difference in problem resolution for people in EMEA territory vs. US/Canada - this isn't me whinging, just stating the truth. I know that, from personal experience, the path to resolution is an extremely hard one to find if you are in Europe/UK - we just do not have the same level of understanding from Dell EMEA and I think that a lot of this is down to language barriers, lack of training, lack of empathy on behalf of many of the Dell EMEA reps and the fact that no-one seems to know what they are doing when you call up with a problem. I've lost track of the amount of times I have called for a simple answer to something and I get passed around the houses, from pillar to post, back to one department and then back again...sorry sir, you need this department and then when I get through they say I need to be transferred to a different department again! - it can be extremely frustrating from that perspective.

Anyhow, I wont rabbit on too much more, I will just say that Dell can be a totally awesome company to deal with, they CAN get things right and often do (more often than not) but because of the sheer size of the company, it can sometimes leave the end buyer hanging - just like Lucca, here. God knows that NO company has a 100% track record and things DO go wrong....the important part is how quickly and efficiently those who DO suffer issues are dealt with and HOW they are dealt with. That makes a good product from a good company become a great product from a great company.

Good luck fella, I'm sure it will work out for you!

 

Thanks for the replies, the biggest problem i'm facing tbh is i that i really hate to seem rude in any situation even when i'm losing out, stupid i know. Most of these guys are only doing their jobs, so i really struggle to draw a line as to where to be a hardass with them sometimes-which they probably bank on sometimes.

On monday i'm considering ringing them and just demanding a replacement system outright as your replies have justified what i have already been thinking that this has gone on for too long now.

I just don't really know how to say it...lol

 

You are not being rude by calmly stating what problems you are having. Any demands should be made calmly and should be set out in a clear and logical order.

So:

1) What is wrong the system.
2) Here is what has been tried.
3) Why a replacement is a reasonable path.

Have a think before you call. Hopefully L_Porras can guide you where needed, I'm glad he is trying to help

 

It's a fine line between coming across as "demanding" vs. coming across as "reasonably rational" - given the circumstances. If I were you, I would be taking the approach of mentioning that you are indeed a reasonable guy who has been treated thus far (with the exception of Brother Luis) rather shoddily and unreasonably so. Explain your upset and disappointment in the unreasonably long time frame to resolve your problems, the fact that you have warranty which states that it really shouldn't have gone on this long already, you have been patient, worked WITH Dell but have exhausted all realistic options. You have had to endure being without a working system for a considerable length of time - especially when you have Next Business Day In Home Warranty.....you have bent over backwards and you now feel it's about time Dell did the same to resolve this situation once and for all.

I wouldn't make any demands - I would put the ball back in the persons court to whom you are speaking with. Ask them if they were in your shoes, what would they expect? - what would they be prepared to put up with when spending £4000 on a computer and not having a working machine for a good few weeks......if they answer you with "well, we are doing our best" then that simply isn't good enough under the terms of your warranty. It's at this point that I would lay out my "expectations" (let's call them that because they are NOT demands) and tell them that you expect a fully functional working system and Dell has failed to repair your existing machine within a reasonable time frame. Because they have already failed in this "fix it" approach, I feel personally that you are justifiable in making a request for a brand new replacement under terms of your warranty.

It's not being hard-ball, it's more about being diplomatic.....but bottom line - do not take any crap. If you feel you are being mistreated or palmed off, demand to speak to a superior and if they can't help, ask to speak to their superior until you get to someone who DOES do something for you......at least, in my own personal experience, this approach has worked....and I've had a LOT of experience with replacements, having around nine machines in the last few years....coupled with a few monitors.....(god, I've been unlucky, but fortunate in the same breath as Dell have always taken care of me - for which I am eternally grateful for....)

Saying all of that, I have faith that Brother Luis will guide you in the right direction and assist you in getting the best possible outcome for you, as soon as possible.

 

This sounds ridiculous but its all of a sudden hit me that its december aswell, as i said in my letter i leave the country with work on january the 2nd, that gives dell 20 or so days at best to provide me with a repaired or replacement, it took 6 weeks for me to recieve my current system. If i do not have a system for january the 2nd my job itself is in danger and i would have been without a system for 2months by that point. Dell obviously have no interest in keeping to time restrictions mine or theirs. Needless to say i am no starting to panic badly now. I have no doubr that with the help of the community members here i could get an amicable solution if i was patient, but i am quite simply running out of time.

 

Maybe Dell could expedite a priority order for you that would guarantee you have a new replacement machine by that time.....at least I would ask if this is possible, I don't see any reason why it couldn't be accommodated. They do seem to offer guaranteed delivery in time for Christmas on the website....

 

Thats a good point and i will keep it in mind thx, so the 1 remaining question now is given my rapidly diminishing time window to get this problem resolved do i A) ring in the morning and begin the process of asking them to supply me with a replacement system and get the ball rolling as it were or B) wait till my letters of complaint are acknowledged both too dell complaints uk and to mr porras department in the states? This option could cost me additional days which i don't really have given my xmas time deadline?

 

Call them, tell them there are letters of complaint already for the level of service you have received so far.

 

I agree with Meaker - get things going.......don't wait for contact from Dell.

 

So i have rang dell this morn, 1st they claimed their system was down all day so they wouldn't be able to update me on the situation, then the second i mentioned refund the system is magically working again at which point they claim the system is now waiting for a new cpu and should be ready by the end of this week latest, despite the depot website still saying they need to get in touch with me about the problem.

At which point i insisted that this has gone on for long enough and needs a resolution now, based on the above mentioned points. At this point the rep claims he will esculate the situation to his manager, whom i asked to speak to, but he apparently vanished into thin air so they would have to "get back to me" i stated this needs to be in the next hour or two before i go back to work or i will miss the call to he replied he would try his best.

I really feel like they are literally just dragging this out as long as possible now, i'm going to give them an hour to get back in touch and will then ring back. I'm 99% sure this manager is going to try and hard ball me into waiting to see if the processor swap fixes the problem- and then they will explore other avenues. All of this is time i do not have.

I am currently at a loss as to what to do about this as they just keep brick walling and delaying.

 

Please send me your service tag in a PM and I'll try to check what the exact status is.

 

Well ive just had a mail from a dell rep saying their manager is too busy to give me a call back today, the status on the dell repair site has changed to engineering hold? Which it states will delay things for 3days.

I really have had it now. My only interest iw now in recieving a refund. I will not be giving dell or alienware my custom anymore. The level of service is truly shocking from a company such as this

Am i within my rights to demand a full refund?

 

The engineering hold means that they are currently waiting for engineering to give them a word over the issue. It might be a 3 days delay but it might also be just a couple of hours. The ETA is subject to change. You will need to wait 'til the PC comes back and see if it is working fine to do that.

 

So apparently i'm not entitled to a refund as the system is on business account???? Any1 confirm wether this is garbage or not? To request a system replacement i have to talk to a manager which they refuse to connect me too, on account of them having very busy schedules.....

They told me to email alienware_management and request a call back which could take "a few days"

So basically they are forcing me too wait indefinetly for the system to be repaired.

I really am at a loss as too what do.

I need urgent help on this 1 guys.

I am genuinely thinking on contacting my solicitor tommorow and starting court preceedings as it looks like the only card they are leaving me.

Advice?

 

Well, I can confirm that business purchases are subject to a zero refund policy from the get-go. Eg. if you buy a new M18x on a business account, you do not get the same 7 day return period (for the UK) - it's zero. I imagine an exchange for a new order is do-able but only Dell will be able to let you know if they will entertain that.

I would phone up....AGAIN but this time, do NOT get off the phone until you speak to someone who DOES have the authority to sanction a new replacement order for you. If they are busy, wait....if they are at lunch....hold the line....they will soon get the message that you are not gonna go away. If you CANNOT do this, keep calling them back as frequently as you can.....like a few minutes after talking to them.

I know you said that you feel uncomfortable with conflict but at this point, I don't think "losing your temper" is gonna make much difference - it might work the other way. When I say "lose your temper", I mean in a good way....not shouting and yelling but to the point and with a stern tone in your voice.....sure, get angry but remain calm and remember what you are trying to achieve from the call.....make sure they KNOW that you are not gonna be made a mug of and do not take no for an answer. If you get a NO, you want to get the next person up the line - if they aren't about...wait....and tell them you will wait as long as it takes as you have had enough.

From a legal stand point, I am not 100% sure but I don't think Dell HAS to give you a new machine....they are trying to fix it but that's not the problem...the problem is the length of time it's taking.

One other possible avenue might be if you purchased with a credit card , the card issuer is jointly liable for faulty goods...even if you only paid £1 on your credit card, they are liable for the whole amount. You may want to look into that too.....that's how it works for UK card issuers anyway.

Sale of goods 1979 act is (UK law) is also another point you should/could mention. Goods should be fit for their intended purpose should be fit for that purpose for a period of up to 6 yrs after purchase.

It's a tough one and I really feel for you.....you just need to get through to the decision makers.....if that doesn't work, if you haven't done so already, send a tweet to @DellCares on Twitter - they have helped me out recently and were good at helping out too.

I know it's against forum rules to post email addresses on the open forum but I do have a couple for Mr. Dell that get you through to Executive Customer Resolutions Team. I also have an email for UK & Ireland Customer Complaints.....heck, with my last issue, I bombarded them all, including @DellCares......if you have nothing to lose, you have nothing to lose by trying this approach.

If you want those email addresses, just drop me a PM.

Regards,
Steve.

 

Hi steve the executive customer relations one sounds worth a shot if you could pm it me?

I see what your saying and i'm not trying to argue but that standpoint on replacements can't be legal, if it was it would mean in "theory" a system you have purchased with dell could be kept in their repair center in essence forever, while they "attempt" to repair it. The problem with "reasonable length of time" as the warranty states is that reasonable is two different things to two different parties.

So it seems my only option is to push for a replacement system, i will do what you say but it just seems like this entire thing is more effort than is starting to be worth. It genuinely feels like thay have me over a barrel...

 

Got a call from the repair center this morning telling me the processor will take 3-5 days tp arrive and then they obviously stil have tests to run, also they are only guessing that the problem is the processor so odds are it wont fix the problem. I rang dell customer services this morning spent an hour explaining thw problem before being told their is nothing they can do a being transferred to the alienware tech support dept again.

I did as steve advised and stayed on the phone demanding to speak to a manager or someone superior but was just told that no1 is available at all. I managed to get them to get a manager to call me today, but he cant ring until 4.30-5.30. Closing time in other words, also when imcat work and unable to answer the phone.... i did request an email or that he leave me a message but i have no hope of even recieving a call tbh. I did highlight that if i have not had a contact attempt from them in the next 24hours i will be consulting starting court preceedings with my solicitor against dell.

 

It really does sound like they are giving you the run around...big time. I think you are doing as much as you possibly can and I am also amazed at how cool and polite you are being. Let's hope someone actually "takes ownership" of your case and gets back to you as promised.

 

Sorry to hear you are having so much trouble. Maybe you can try to reach out to their executive consumer resolutions team. I believe they are the highest up in terms of customer service, and will work with you to get your issues resolved. They have the power to create a replacement order as long as you can explain your situation again to them, so that might be the ideal route for you.

I think you can get in touch with them by sending an email to Michael Dell, messages to this email address get read and resolved by this department according to my knowledge. I actually have an open case that is being worked on with my contact in that team, due to similar issues and problems, and I could hook you up if you would like. After listening to all of my troubles and issues with my system and its "repair", he approved and ordered a brand new replacement for my system, which is still being built at the moment. He really helped me out and made sure I was updated every step of the way.

 

So i got a reply from the alienware tech manager a Mr David Fric, by reply i mean 30 second long voicemail as i was already at work as they new, the voicemail was telling me that all the parts required for repair are currently in stock and he will keep me updated. Strange then that the repair center rang me also yday quoting a 3-5day delay due to waiting for parts? So he is lying to me basically to by time again.

I consulted my solicitor this morning also and he is more than willing to begin to filing a suit against dell on the grounds of negligence and failure to abide by consumer law in the uk, Apparently the sales of goods act which steve highlighted is quite a serious one to breach and very easy to pin on a company like this. He also says they are talking complete bs by claiming business customers are not entitled to a refund irreguardless of what terms are in the warranty, they are still bound by consumer and corporate law in the countrys they operate. So he will be investigating this for me.

I also tried to get in touch with the executive customer service team, but couldn't get through, presumably because i am in the uk, so i dialed through to customer services and asked to be connected, when they asked what it was about i told them it's about the lawsuit i currently filing against them, to which i was immediately connected to a supervisor in customer service, and told the manager of the alienware tech support team, presumably mr Fric will contact me again today, no doubt to tell me more lies and by more time.

Needless to say i'm much happier now the solictors are involved.

 

Sounds like things are moving in the right direction. As far as the Executive Customer Resolution Team goes, they are located in India and from my experience, they DO cover the UK market. The only thing that is annoying is that there is no phone number for them and they only converse via email. It can take 24-48 hours to get a response from your initial email too, so depending on when you fired yours off, I'd wait to hear back....if you haven't heard back by then, fire another barrage off!

Hopefully, you will actually get the attention of someone more senior now....

 

Let's hope your solicitors are cheaper than a new laptop..

 

Will keep hammering them with emails then steve, and hopefully someone will crack, I ilterally barraging every dell department everymorning. At this point.

@sponge, lol no my solicitor is not cheap at all.... and a few consultations i could have bought a brand new laptop but cost really isn't the issue with me tbh, it's appaling way dell think they can just walk all over their clients. I can afford a solictior to really hammer this home with them so hopefully the guys that can't afford one don't have too, Will update later if i hear from mr Fric.

 

I see your point, Bro Luccabertone. All the best there!

 

Sorry to hear your system went down but it seems to me Dell is trying to get things straightened out. From what I have read your system is over year old and your trying to get a refund? I highly doubt that would ever happen. From your problem description it seems like you have a very hard to troubleshoot issue. Unfortunatley troubleshooting takes time.

 

According to my solicitor time makes no difference if its under warranty, if they cant repair the problem they have to provide you with a cost equivalent alternative ot a refund. Only because they are not entitled too from a contractual standpoint doesnt actually mean they dont have to from a legal standpoint.

Yes troubleshooting does take time but to imply that a month is a reasonable amount of time is tbh just idiotic and only encourages places to do it more and more.

 

Actually, I recall having a full refund for one of my replacements that I had for 9 months - anything is possible, Dell might not like doing it BUT it is possible, as I am proof that it's an option.

 

I can help you with legal advice if you want, as I'm a law student myself, currently in my 4th year. Dell actually have a very customer-oriented guarantee policy in place, for the major part. For example, the law states that after 6 months of usage, the burden of proof is on the customer to prove that there was a hidden defect present in the product which emerged after that time of usage. Dell obviously waives this and proceeds to repair/replace according to the needs

what you DO have as a right is the right to demand a replacement instead of a repair, at your own discretion. this is at the heart of EU consumer law. have you checked with your solicitor on this?

 

Thats good info to know radi thx,

Well i got in touch will dell again weds telling them that i am not bothered about the return of the laptop as i am filing a lawsuit against them for breach of contract, breach of uk consumer law and breach of eu trading standards as my solicitor advised as a final threat, although if this didn't work he has the real deal ready to go. I was immediately transferred to some customer service manager who begged me to give her 30mins to find out what was happening and force a resolution which i agreed to do.

An hour later i got several messages and missed calls from various dell departments, including the mechanical director of the repair center informing me that my system would be repaired and shipped in no more than 48 hours.....Strange as a day ago they couldn't source a processor for love nor money.

Thursday morning i recieve a call from the repair center telling me the laptop has shipped and will be with me today(friday).

So im sat now waiting for its return. I don't have much hope it will arrive today tbh, and even less hope it will be fixed as they never could actually find the problem, But who knos maybe on this last attempt dell will not dissapoint?

 

Hope they fixed it. Can you Pursue solicitor costs from Dell?

 

Yes if i do take them to court, all depends on the state of the system i recieve back, if it's still useless then i will push ahead and take them to court, if not i will have a word with the solicitor about what i should do as you have considerably less leverage so to speak if you have a working system than if you don't. As i said above though the cost isn't really the issue here so that doesn't bother me excessively, It's dells horrific customer service where it appears lying to customers is now commonplace

 

In my experience you can run round in circles with sending emails and talking on the phone. Send a recorded delivery letter with all communications with dell attatched. This is what I did, i had a call in the afternoon my letter arrived and a full refund for my m17x agreed.

 

It's incredible the lengths people have to go to get a straight answer from these people, i mean i understand why they are hesitant to give out replacements/refunds to everybody that rings up, but i'm pretty sure they can identify the people who are actually in need, but yet still choose to outright lie to their faces and treat every1 like a lying idiot themselves.

Despite the urgency i was in and cost of days of work and constant phone calls the repair still had the cheek to call me and say they "couldn't find any problem with the unit" in a tone that implies "if we can't find it you are a a liar"

Like i said it's awfull business practice especially when it's against those few of us that spend a the largest amount of money on their individual systems.

 

Ah yes, "Lying to customers", that sound about right. Although my system seems to be working perfectly, I did get the fair share of lies. For example:
My laptop was stuck in "Pre-production" for ages, and when called, the bloke told me that the system was wrong and that my system had already been built and was being prepared for shipping (Testing and then Shipping) and that I should get it by the 17th August.
A day later, it was still in Pre-production which I thought was odd as surely the system would be updated by now, so another call (to the same guy), and he said, "Yeah we are waiting for a GPUs as they are out of stock", and I said to him "That makes no sense as yesterday you told me it was being prepared for shipping. I was having none of it and asked to speak to manager immediately. Upon speaking to the manager, he said that the representative was wrong and that it was being tested still.
Next day, still Pre-production (This is the 14th now, one day before I was "supposed to receive it"), calling again and they said that they will be getting the parts by the 17th, and again I said "Even your manager said it was in testing, so how can it not even be built yet...".
Long story short, it wasn't in production until the 17th and I recieved it on the 22nd. Only 5 day delay, but lies none-the-less

 

So arrived back from work unboxed my clean just from depot m18x started up the system all looked good, it got to the home screen and i noticed a slight green graphical corruption just off mid-screen, i thought must be some damaged pixels onscreen moved the mouse slightly and huge white blocks appeared all over the screen, multicoloured flickering etc. followed by a bsod, now the system will not start without massive graphical corruptions and constant bsods.

I have a video of the issue which will be going to my solicitor 1st thing in the morning, and Mr Fric at dell 1st thing monday.

Needless to say i'm absolutely furious, I dreaded the worst tbh but never actually expected the system to come back worse than it went, How it was possible for the system to pass through the "rigourous" tests the repair center put it through is completely beyond me.

Needles to say they will want to pull it in again for tests. This will not be happening. I am presuming i am fully within my rights to demand a brand new system now?? Which i will be doing aswell as filing a lawsuit against dell.

The problem i have is that dell will have less than 2 weeks to provide me with a new system before christmas and before i leave the country for work.

I am currently neck deep in crap and the minute and sinking fast, is their anyway i can get through to any1 with any power at dell over the weekend?

 

As I've said all along, I think you should have been offered a new machine already - this latest debacle only enforces that even more. I doubt you will get through to anyone of importance over the weekend but you can try. If it were me, my next step would be to really go to town on Mr. Fric......you have every right to be super annoyed as the machine is now worse than it was before, you have wasted more valuable time and now you want a new machine and are not prepared to undergo any further repair attempts that obviously they are not able to repair properly in the first place. If they don't succumb, solicitor time.....

 

Yeah i've called them but their are only 3 alienware guys in the building or so they told me. Managers only work mon-fri. I've got him to e-mail mr Fric personally though highlighting my displeasure at his complete lack of management/customer skills, also highlighting that i have phone records that prove he has lied to me outright on several occasions and deliberately misinformed/delayed me, i did also add that aslong as i have a functioning system before xmas i will consider not taking legal action depending on what they can do for me-i am that deep at the minute, although irreguardless i will still probably be claiming damages back off them minimum as i have lost somewhere in the region of £1000 at least due to time off work, 30-40+ phone calls some lasting hours, unless they are willing to give me some serious upgrades which tbh i'm not sure if even they will cover it.

Like i said money isn't an issue really for me, i will pay large sums to have them nailed to the barn door legally if they keep trying to push me on this

If my contract is terminated with work at the end of this month because of this issue my solictor informs that dell are indeed liable, depsite a clause in their t+c claiming they take no responsiblilty for lost earnings etc. for faulty products etc. they are liable through breach of customer-consumer contract which states a fix of the system in a reasonable timeframe or offer of replacement, both of which they failed to comply with, aswell as many other breaches the worst of which for them is the proof that their staff have deliberately lied to me to delay the situation, this is very illegal from a business standpoint apparently.

I have three years left on £70,000 p/a contract., so it will be interesting to see what they have to say.

Who is the absolute top end person to e-mail in dell that i can reach? I recieved alot of help from you guys for which i am eternally gratefull, and have had so many respones i struggle to find the correct email to send the final mail to

Edit: Have just been looking over the system to see if i can get it running in any capacity to discover the center of the keyboard is completely unresponsive aswell....lol

 

Wow, what utter BS.

 

everyone is entitled to their own opinion. No doubt if I was in your shoes I would not be happy but threatening so sue them for no not fixing a computer within a few weeks to me does not seem reasonable as the problem you have seems not to be an easy fix as they already replace the GPU's and Motherboard. Anyone that is computer knowledgeable would have thought with the parts replaced the problem should have been fixed. I agree at this point they should send you a replacement but to me it does seem they tired to resolve your problem in a reasonable amount of time. Sometimes things just don't work out. I guess I'm just used to things not going my way.

Another point is if your job depends on your laptop you would think you would have a backup as we all know computers do in fact break.

 

As ive stated if they were completely honest with me i would be 10x less annoyed about this situation, but if you have read through the posts on this thread you would see that i have been consistantly lied too, in a deliberate attempt slow things down and buy them more time, which i understand too an extentt they are in business at the end of the day, but after all that too send it back in worse condition is completely outrageous. Dell have provided me with a service so far that is way below the standard they offered contractually when they took my money. I am not happy about this and if every1 just lays down and takes it, they will keep it up.

Maybe you should start to expect more from these multibillion £ corporations, because they are more than happy to take your money and ignore you once they have.

 

Spot on. Interestingly, i'd love to know where you'd be if you hadn't hassled them as much. Me thinks it would still be at the depot, with the initial issue still unresolved. Good on you for standing up to there BS.

 

I think the highlighted text above just about sums it all up......reasonable is NOT reasonable when it spans into weeks/almost months.....if they poorly diagnose/fail to fix within a "reasonable" time frame, they are banged to rights to honour their warranty, which states more or less the same....

I will stick up for Dell on the grounds that I have never had such poor treatment. I have had cause to get extremely mad at them but they have come through in the end for me - something I hope they do for you, Lucca.

 

forum rules reminder -

•While debating and discussion is fine, we will not tolerate rudeness, insulting posts, personal attacks or purposeless inflammatory posts. Our decision is final in these matters.

Keep the insults out of posts.

Thanks.

 

I think this entire thread shows the advantage of clear communication. Things go wrong but as long as you expose what is truly happening there is far less aggravation on all sides.

 

I'm sorry to hear that your system is still having issues brother Luccabertone, send an e-mail to Mr. Fric. I'm sure he will give you all your options at this point.