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

So i spoke to Mr Fric today who sounded like his day had been equally as stressfull as my past week so i had to sympathise slightly. He was very polite apologised for the length of time and messing around and highlighted that he will be putting an official complaint in against the repair center as i am shortly about to send a video of the faults with the "repaired" system.

We both found it unbeleivable that the repair center claimed they had ran a 24 hour intensive test of the system before sending it back, despite it being completely shot from the on button and the keyboard being non responsive.

Anyway he offered me a full refund(funny they can't do that apparently) until my solicitor highlighted to me that they have too.

And a system swap for a brand m18x r2 with the following:

1 Processor : 3rd Generation Intel Core i7-3940XM (8MB Cache, up to 3.9GHz w/ Turbo Boost
2.0) ()
1 Memory : 8192MB (2x4096) 1600MHz DDR3 Dual Channel ()
1 Hard Drive : 128GB mSATA Boot Drive + 750GB 7,200rpm SATA 3Gb/s ()
1 Optical Drive : BluRay Combo (Blu-ray read only, DVD, CD read & write) ()
1 Graphics : Dual 2GB GDDR5 NVIDIA GeForce GTX 680M SLI ()
1 Audio : Creative Sound Blaster Recon3Di with THX TruStudio Pro Software ()
1 Wireless : Killer Wireless-N 1103 ()


I thought the offer was generous and a signifcant upgrade on my current r1. He also guaranteed i would have this system before xmas as their were no part shortages on this spec.

What do you guys think?

 

I think that Mr. Fric has given you what you deserve on this issue. Both options are awesome! it now depends only on you Lucca

 

wow, that makes it worth the wait and hassle you've been through in my opinion. funny that through their own inefficiency they ended up losing way more money and a potential future customer as well

 

Congratulations, Lucca! +rep for your patience!!

I always knew that Dell would eventually come through for you. As you know, sometimes it is extremely difficult in dealing with various departments/individuals to achieve a good outcome. I like to think that dealing with Dell is occasionally like trying to ask a juggernaut to do a handbrake turn.....it doesn't happen - well, eventually the juggernaut will end up turning around but it can't stop on a sixpence and do it - it takes time....and patience on your behalf, something which you have had in spades with your ongoing issue.

I'm so glad that Mr Fric was eventually able to compensate you with a new machine or refund and the offer of a new build in time for Christmas is outstanding news - the enhancements are also an extremely nice way of compensating you for all the hassle you have endured. It's great you didn't have to spend more time and money pursuing Dell down the legal avenues too - must be a weight off your mind.

So, at the end of the day, Dell have come through for you in rather spectacular style......best news this side of Chrimbo for you, Bro!!!

(Now, I just hope the new rig is perfect when she lands!! LOL)

 

Moving this thread to the main AW thread as this is not a model specific issue but more a customer service one. Thread re-direct will expire in 2 weeks. @ OP - glad your issue has been resolved.

 

Say thanks and take it, that is an offer suitable to take into account the stress IMO.

The setup offered is a very high end (TOP CPU and GPU possible) and well balanced machine.

 

congrats and i'm jealous!

(but you definitely deserve it!)

 

So i took the offer on the m18x, The deal really was too good to turn down. It's currently in the order confirmation stage estimated delivery of 28th. It will be very tigt if their are any delays but will have to cross that bridge when/if i come too it.

It's bizarre looking back through this thread to see how hoplessly deep in DellHell i was at one point, and one phonecall after enough moaning completely sorts the situation. I dread to think how much i have lost in days off/solictor fees/phone bills etc. the solictor fees are considerable but worth it too know your exact rights. But some would say it is all worth it and providing the system delivers i will be one of those people i think

In summary i have somthing along the lines of 40-60 phone calls totalling about 10 hours,5 days off work, 2 letters of complaint that were completely ignored, and 7 call backs from managers of varying departments that never responded too.

It was only when i found out my actual legal rights and i highlighted this fact too them that they started too listen, although i did speak too many great techs who were very polite and helpfull, the trick is knowing when and who to blow-up at, the techs are just doing their jobs.

I hope this thread helps any1 ever in a similar situation, and the info i have logged down should save you a fortune in solicitor fees as the info is here for free. I will update if anything changes.

Thanks for all your help, you guys are a true godsend

 

As well as you have done. It's still quite shocking. I'd say a lot of us here, or maybe just me, wouldn't be able to afford a solicitor and that in itself is a worrying prospect if we ever cross the same bridge as yourself.

But at the same time, threads like yours are like gold dust and I think alot of people will be repping, liking and thanking you for documenting the whole affair so in such depth.

Anyway, Bravo and nice rig....

 

Yeah i hope people can see whay it takes and what they should be prepared for when pursuing such a case.

I thought this batte was over tbh but know im dealing with the dell customer care team, and wow these guys are bad. I consider myswelf pretty polite but i struggle to hold my temper with these people. Im desperately trying to get them to expedite the system but they are resisting massively at the min, despite mr fric promising to do this for me, i should have known better than to believe him.

Its currently waiting on multiple parts inc. Gpu. Mboard and touchpad. With no eta. Yet they are sstill claiming a delivery date of the 28th. I find this highly unlikely at the min though.

So my laptop went from pre-production to in porduction on saturday whicg is where it remains now, I have rang dell customer care almost everyday for updates and to warn them that i will very shortly not even be in the country to recieve the system. Despite this they are still promising i will have it by the 28th, they claim to have have put on priority and tell me it's 1st in line. My last system only spent 2 days in production though, this one will soon have been in for a week.

They also have put an expedition request in for when it does ship, so they are definately trying to help. I feel bad pushing these guys but am left with no choice because of the delays caused by other dell/alienware services.

They seem really confident that i will get it in time but hope is fading fast on this end, and i may soon be forced to cancel the system and ask for a full refund

 

After reading this thread it seems you have Alienware-L_Porras to thank more than anyone. I too have been thru several nightmare system defects with Alienware laptops and desktops.
I have found Dell in the end will do what is right it may take awhile but they will. Don't fool your self that Dell was ever concerned with a Solicitor getting in their face. I easily could have
backfired as they no longer had to deal with you by having one. And surprised they still would talk to you. Anyway in the end all worked out and you received a great replacement. I have
never seen a company give the up grades Dell will, no one maybe best case an exact replacement.

 

Solicitors can do that to be honest, the cost of going to a small claims court means sorting the issue can be cheaper win or loose.

 

True it could have backfired very easily, if it wasn't for a few things:

A) Legal preceedings never actually took place, I recieved documented legal advice

B) If this ever did go to court, i quite obviously am aware that i wouldn't be talking to dell during this period. I'm also aware that this process would take months minimum.

C) Dell were also blatantly aware that they broke numerous trading standard and cosumer laws, They were also well aware that they had be caught several times deliberately delaying the situation which is also illegal. So yes they were concerned as it happens, The evidence is letting me right these words right now.

D) And most importantly dell do actually seem to value their customers, once you cut through the torrent of crap.

I have literally spent tens of thoasands of pounds on dell products over the years, and i am one of their biggest fans. I have also had more than my share of problems with dell, but as stated by many members here in the end if you push enough and are polite enough they will deliver.

Luis provided huge quantitys of help but due to the continent differences little viable action could be achieved, but in cases like these everysingle man in your corner counts, as all the members on here did.

Unfortunately to many people also lay back and take vast quantitys of crap from multi-billion pound companies because they genuinely believe their is nothing they can do or have a right to do, i hope this thread demonstrates that is wrong.

 

I would never think badly of someone being reasonable and following their consumer rights, they are there for a reason and shops like this operate knowing how they work.

 

So you received your system?

 

I did, on the 24th. Works like a dream